Perhaps I was naive in thinking good customer service should be a given, particularly when dealing with something as important as where you might live! Essentially there was a real lack of customer service with PWR to the point where I\'m glad I didn\'t view a flat with them.
I had to email them three times to even get any form of response to an enquiry I\'d made about viewing an apartment and even then, the response back told me I\'d provided them with a wrong telephone number (having checked back, that was not true) and could I call them if I was still interested. So I gave them a call and it took about ten rings before someone rushedly told me the flat was now gone, despite it still appearing all over their website, rightmove, findaproperty etc and they didn\'t then bother to ask whether they could help me to find an alternative. Overall a rubbish, less than desirable attitude - not clever given the vast amounts of competition out there PWR!
What agent could do to change your mind?
Customer service should be paramount to any good business. If the situation were repeated the following would have been an acceptable turn of events:
1. Respond to the two emails in good time (i.e. within 24hours) - if you thought the phone number was incorrect, why not email me to reprovide it
2. Inform me in that email that the property I was interested in was unavailable so I don\'t waste my time calling up without reason
3. Ask me whether you could help in finding an alternative property and / or keep my details so you can let me know if any similar apartments come up in the future
4. Pick up the phone within 3-4 rings and provide a calm, collected, friendly approach