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Case Study: Is Technology a Scapegoat for Poor Customer Service?

post it dont careI recently wrote an article about technology, electronic signatures in particular, being used as a scapegoat for poor customer service. Just days after publishing the article, I spoke to a consumer who had recently completed a real estate transaction (as a buyer) and was a perfect case study for this very topic! I'm going to share his story here.

Here's how it all began.

Buyer (indicating a thick stack of papers on his desk): Well, there's the paperwork for buying those properties I mentioned.

Me: Wait, what?

Buyer: The agent sent me the contract as an email attachment. She told me to print it out, sign it, and drive it over to her office.

Now, as you can imagine, I had quite a bit to say at this point.

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