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It all started with an email to me from an HAR staffer saying overnight they had a catastrophic system failure on the server that contains the public pdf's --- all my SMARTePLAN floor plan files!
I opened it about 8am and boy did I need some heavy-duty coffee after reading that. And at the bottom of this message I see the link:
Please take a moment to complete the online member satisfaction survey
OKAY.. be honest... how many of you guys would have ERASED the link before you sent that email? Its an electronic survey form, you've all seen them .. with multiple choice checkboxes of how "satisfied" you are with the level of service you rec'd -- and it goes directly to Bob Hale -- the big cheese, the head Kahuna, your boss's boss.
OK .. so I sent Nathan the info he needed and started to work emailing manual cc's to all my agents, so they would have an emailable cc of their properties (with the photos embedded inside) while the MLS files were offline.. allowing them to respond to their customer inquiries rapidly.
After I got that done, I said .. LET ME AT THAT FORM!! I check-boxed my way thru it and the last question is a question with a comment form:
We really want to "Wow" you. How could we have improved your experience?
And below, is my response:
The PubPDF server had a system failure at its midnight refresh. I got an email from Nathan at 12:08 --- that tells me ..... that when he discovered the failure, one of his first concerns was "how is this going to affect Judith's SMARTePLAN business?" That's a nice feeling. In the email he also asked for a list of files from me as he indicated he was going to need to restore the files over the next few days. I have 18 high end properties online (from $300K to $5+M) with 42 inter-linked and cross-coded files. Each of those files contains a minimum of 32 internal (photo) links .... thats 1344-ish links that need to be meticulously restored in order for the marketing files for these properties to continue to work correctly over the weekend --- prime time for consumer viewing. EEEPs! Its 8 am and boy do I need more coffee having rec'd THIS message. I emailed him back the info he needed in a format that was able to let him "read" the coding for each link. By 10 am I couldn't find any failure points, he appears to have not only restored the system but slotted everything back into its original place so all the internal coding works as it should. I'm pretty darn WOWed, if you guys have a medal for customer service I'm pretty sure you should be pinning it onto Nathan Goble right about now.
AND THAT is one reason why we brag about our MLS in Houston, Texas.
Judith - The Floor Plan Lady
