to expect better service from a professional?

[TackyChristmasLights]

I really am asking this question of myself and you so please give me your thoughts.

I have employed two agents to look after a project but seem to have great difficulty getting a response to my emails.

typically I write an email asking for an update on the project and maybe some more specific questions thrown in each time.
I then wait around ten days before I just can't wait any longer for a reply and send a chasing email, which I always make short but polite. I then have to wait another two or three days for a half hearted reply which doesn't answer my original questions or provide an update.

I know I should sack them both - it's obvious but feel that these two people 'know' the project as been there from the start.

there's much more to it but really just get peed off with no response from either of them and the feeling (from them)that if I chase I am behaving irrationally.

AIBU?

I'd go and see them if you can - email doesn't seem to be working. Say that you are seriously considering ending the contract and give them a week to demonstrate a)good communication and b) results?

thanks.
the problem is made worse by the fact that these two are abroad.
I have met them both many times before and in recent meetings I have made it clear that I am not happy with the service they are providing.
the trouble is that when they get their fingers out they are quite good and actually very trustworthy.

I just feel as though I am not in control and very much should be as the client. They make me feel as though I am neurotic for my persistance.

I have worked in a professional service industry and our clients expected a reply within 24 hours or less. Is that reasonable?
I think so!!

I am going to ask for replies within 48 hours I think. Even a courtesy email to acknowledge mine and a promise to deal with my email would be polite if a full response not available?

ok, how about a phone call rather than email,
and just keep on

Do phone from time to time but quite expensive as outside UK, also thought that email would work by giving them numbered points to respond to.

One agent (American) is the sort who talks and talks and doesn't actually say much which is quite frustrating so stopped calling her unless absolutely necessary.

Other agent is good on the phone and I do call her every now and then to update me but feel that a quick email shouldn't be a problem ie 'can you let me know how much I need to pay so and so?'.

Planning a big sit down in January to iron out these problems and feel I need to set out how I want it to be rather than working to their haphazard ways.

GOD - sorry this is a really boring topic!!

No, I think it's interesting.

Send them an agenda for January soon. Then you can really rocket them if they don't come up with the goods.

Do you have any time to research possible replacements?

I was hoping this was a post from a disappointed john

Choosy -you're very kind!
I certainly have looked at replacements and will keep these on the back burner for the right moment.

Good idea to set an agenda, really feel that I need to be in control whereas this American woman tends to lead things. The trouble is that I have to be led by them on certain issues (it's a property matter) but I do know that I want it run more professionally and feel I need to reverse the balance.

Want to tell each agent what I want from them and how I want it done (sounds more bullish than I intend). But the current situation is just ridiculous....

I am quite a strong person in normal life but feel as though I have lost it in these relationships. Bit dramatic but hopefully YKWIM?

Disappointed john? Eh?

TCL - how long has this been going on for? It sounds as though it's been awhile now.

Not responding to emails promptly is atrocious, and I don't see why you are putting up with it.

If you make a phone call, you need to have a written list of questions that MUST be answered. Point this out to whoever you speak to, and don't be fobbed off. (Get a phone card if you need to - if you get free local calls on your mobile, then this can be a really cheap option).

You need to make it clear that you are unhappy with what is going on at the moment. YOU are the client, their job is to make you feel confident that they are on top of things, which they are clearly not doing.

Just think, how would you be if the project was closer to completion and they weren't communicating with you? What could the ramifications be? If they go over time, how much will it cost you? If the agreement is not actually what you want it to be (whatever that is. You need to think of all the possible things that can go wrong and what effect this would have on you, and then work out whether they are making you confident that these things are NOT going wrong.

If this doesn't work, then you need to find new agents. I would have thought that in this climate, anybody dealing with property would be desperate for clients, and if they had them, desperate to keep them happy.

This is what I (like to think) I would do.

You need to set them SMART targets, no?

Specific
Measurable
Achievable
Realistic
Timed

In the same email, state an overall timetable for results.

State also what you will do if the targets are not achieved. Then do that. As long as you are polite I think this is perfectly acceptable and professional.

Example: I would like a 2-page written progress report (Specific)to be in my inbox by close of play next Friday (Timed). It's Measurable because either you receive it or you don't, so there can be no quibbling whether it's been done or not; it's Achievable because they have the resources they need to do it (a PC and their expert knowledge); and it's Realistic because you're not saying you want it in five minutes' time.

Then say (depending on how arsey you want to be) something like, "please call me immediately if this is not achievable so that we can agree alternatives.

"If I do not receive this work by the agreed date I will be forced to subtract 5% from my next payment/actively recruit a new team of consultants/terminate the contract on grounds of non-performance." Though do check with your lawyers prior to this, or at least read the contract again.

Then, if they don't comply, or underperform, go through with your threat, or phone them up and say that's what they're going to do if you think there might be room for negotiation. You've given them fair warning; because your target was SMART you can prove they have not done what they should; in theory, they don't have a leg to stand on.

Any legal types want to chip in on this?

Mad and Man = excellent advice and you have justified what I have been thinking for some time. Love the SMART concept. Will put this into action ASAP.

I am a 'legal type' and it's this background that has made me realise that the service I am getting is rubbish. I have had stroppy clients who are a nightmare for no real reason so I wanted to be fair to my agents. Seems I have been far too polite for too long?

These two women I have been dealing with are very 'friendly' and I think this has made the relationship far less professional when I need them to be on the ball with an answer.

Ooh, being friendly with them - that's where I get sucked in too!!! (And I'm a legal type too!!!!)

Good luck.

Thanks - Amazingly enough I have heard from both agents today with updates just to make me feel bad.
The vibes must be filtering through otherwise they are MNers!!!

Ask them if they are still interested in the project or would they prefer to try something new. If they say yes, sack them.

Just seen last post.

Don't let them mess you about again.

The one agent responded to my chasing email with a philosophical rambling about how we all need to sit down and discuss who is doing what, 'avenues to explore', openly discuss past and present issues rah rah.

I only want answers to my requests for information so I can make commercial decisions.Not a Californian style analysis of the situation which will only serve to wind me up even more!

I have told her that I will be sending an email to her next week and I plan to list all the outstanding issues from my view and then list who I expect to do what and give a timescale. Also a few terms and conditions ie. more timely response to my emails and generally better communications.

Altogether REALLY good advice here, thanks to everyone!!

They'll be wanting group hugs, next!

You may joke!!

Ready to KICK ASS as they say - but probably in a very British polite kind of way....never the less feel empowered now and not worried that I am being totally unreasonable.

Go, gurlfriend!