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Despite all the training seminars, self-help sessions and best practice tutorials, it never ceases to amaze me how badly some real estate industry professionals handle basic customer service.

This week I encountered a fairly typical example, which may sound familiar to many people in the industry. It happened in Austin, Texas, but it could ring true anywhere in the world.

My wife and I toured condos in our area that are due to be auctioned in a couple of weeks. The next day I received the obligatory follow-up e-mail from a representative of the preferred mortgage lender, pitching her company’s services.

“I’d be happy to assist with your financing whether you purchase at the [auction] or elsewhere,” the rep wrote, in what was likely a form e-mail.

Fine. So I decided to challenge her with a simple question. “I’m not going to register to buy, but is the auction open to the public?” I asked.

Not a lender question, but you would think any company sending out a blind e-mail would be overjoyed at any response. “I don’t know, but I will find out for you,” she responded later that day.

Two days later: No answer. Nothing. Not even a “still checking” follow-up.

Without a doubt, it’s a trivial incident. No big deal. But it’s such a simple thing. A potential customer had actually engaged their company. A random e-mail had worked. Here was a chance to build a basic relationship, to perhaps illustrate the level of service the lender could provide.

Instead, the rep couldn’t respond to the simplest question. Sure, I wasn’t an immediate buyer. But in a game where connections and perception are everything, the company’s rep wasn’t able to handle even a simple dialogue.

In essence, I was testing the company. They failed.

Maybe this sounds familiar?