Etiquette Hell

General Etiquette => All In A Day's Work => Topic started by: oopsie on April 29, 2013, 02:34:46 PM

Title: Was I "lippy"? Update post #17.
Post by: oopsie on April 29, 2013, 02:34:46 PM
I work in real estate sales and I received a request for additional information on Friday from someone interested in a listing I have. I told the interested party (I'll call her Caroline) that releasing the information would require her signing a confidentiality agreement and she wrote back saying she would come by my office sometime before lunch on Monday (today).

So, this morning I go in to the office and while waiting for her, I work on paperwork, etc. At 11:07am she calls me to say that she would not be able to come before lunch but would be by this afternoon. Unfortunately, I was not available in the afternoon and told her that would not be possible but that I had an opening to meet on Friday. She was incredulous and said "Friday, why do I have to wait that long? Why can't I just come today?" I told her that I had already come in to the office this morning to meet with her and had other appointments this afternoon. She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up. I could tell by her lack of proper ending of the conversation that she was annoyed.

I asked a colleague of mine who was going to be in the office all day if she would mind looking after this for me. I explained the whole situation, gave her the pertinent details of the listing, the paperwork and explained exactly what I needed from the client before releasing the confidential information. Then I left.

Almost 2 hours later, my phone rings and it's Caroline. I didn't answer but her voicemail said she would be arriving in 20 minutes. I called my office to let my colleague know. My colleague said that Caroline had already called the office to speak with me and "wow, she is such a nice person." That not having been my experience with her on the phone, I replied "really?" and my colleague said "no, she was a giant B."

She said that Caroline called asking for me and my colleague explained that I was out of the office, could she take a message? Caroline replied that she had already left a message on my cell phone was supposed to be meeting with me to look over some paperwork and my colleague said "oh is this Carole?" (she accidentally got her name wrong, innocent mistake) and she coldly replied "no, actually my name is Caroline."

Anyway, my colleague called me back afterwards to tell me how the appointment with Caroline went. She said that when she got there she was really grouchy but that she sat with her and by the end of the appointment she was much better. When I asked why she was so grouchy, she said that Caroline told her that I was "lippy" with her on the phone.

So now, wanting to grow and learn from my mistakes, I'm wondering...would you consider what I said to her "lippy?" I realize that I was not accommodating her the way she wanted but from my point of view, I was simply protecting my time/schedule and shining up my spine...

In any case, would her anger with me excuse her initial rudeness to my colleague?
Title: Re: Was I "lippy"?
Post by: DottyG on April 29, 2013, 02:41:56 PM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.  I don't blame her there.  No, she shouldn't have been grouchy.  And no, she wasn't completely in the right.  But you should have told her that you weren't actually going to be the one that would helping her.

Title: Re: Was I "lippy"?
Post by: TurtleDove on April 29, 2013, 02:44:57 PM
POD to Dotty.  I don't think you were lippy, but I think you could have handled the situation better.
Title: Re: Was I "lippy"?
Post by: BeagleMommy on April 29, 2013, 02:45:57 PM
This sounds like a woman who didn't get her way and was going to make sure someone knew that you were supposed to rearrange your schedule to accommodate her.

Sometimes "professionally polite" is turned into "snarky", "lippy" or any other adjective when the person is not getting what they want when they want it.  I think you were fine.
Title: Re: Was I "lippy"?
Post by: reflection5 on April 29, 2013, 02:49:03 PM
Total POD to what DottyG said.
Title: Re: Was I "lippy"?
Post by: Yvaine on April 29, 2013, 02:53:48 PM
I agree with PPs. She had no idea she was meeting with the colleague instead, so when she heard you were out, she thought she was being stood up. She shouldn't have been rude to your co-worker, and you weren't lippy, but I do think you made an error.
Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 02:54:28 PM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.   I don't blame her there.  No, she shouldn't have been grouchy.  And no, she wasn't completely in the right.  But you should have told her that you weren't actually going to be the one that would helping her.

Normally, I would agree however, she was acting rude to myself and my colleague before she even realized that I was not the one who was going to be there...

Also, she was the one who wanted me to just have someone else give it to her as she didn't want to wait until a more convenient time. When I told her to come ahead, I was busy thinking of a way that I would make it work. Either I was going to rearrange my schedule or ask a colleague to help out. In the end, having a colleague fill in was the best solution for all.
Title: Re: Was I "lippy"?
Post by: CreteGirl on April 29, 2013, 03:01:01 PM
Couldn't any of this be accomplished via e-mail?  I, too, would be annoyed to have to wait until Friday. 

I think you should have found a way to be more accommodating to your customer.  Perhaps by suggesting that your colleague handle the matter in your absence.
Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 03:06:14 PM
Couldn't any of this be accomplished via e-mail?  I, too, would be annoyed to have to wait until Friday. 

I think you should have found a way to be more accommodating to your customer.  Perhaps by suggesting that your colleague handle the matter in your absence.

Yes, but she was the one wanting to come in to the office to get it. Friday was the next day I was available to meet with her.
Title: Re: Was I "lippy"?
Post by: DottyG on April 29, 2013, 03:14:18 PM
Quote
Also, she was the one who wanted me to just have someone else give it to her as she didn't want to wait until a more convenient time. When I told her to come ahead, I was busy thinking of a way that I would make it work. Either I was going to rearrange my schedule or ask a colleague to help out. In the end, having a colleague fill in was the best solution for all.

Yet you didn't communicate that you'd found that solution to her.

Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 03:16:13 PM
Quote
Also, she was the one who wanted me to just have someone else give it to her as she didn't want to wait until a more convenient time. When I told her to come ahead, I was busy thinking of a way that I would make it work. Either I was going to rearrange my schedule or ask a colleague to help out. In the end, having a colleague fill in was the best solution for all.

Yet you didn't communicate that you'd found that solution to her.

True enough. I sincerely don't think that was the catalyst for her upset though.
Title: Re: Was I "lippy"?
Post by: DottyG on April 29, 2013, 03:19:09 PM
Not saying it was the start of the upset.  But it also didn't do anything to end it.

Title: Re: Was I "lippy"?
Post by: TurtleDove on April 29, 2013, 03:22:09 PM
I work in real estate sales and I received a request for additional information on Friday from someone interested in a listing I have.

This is the part I do not understand, OP.  Would you rather be "right" or get the sale?  If it were me, I would go above and beyond to ensure someone interested in a property I am trying to sell gets all of the information as soon as possible.  I grasp that you are "busy," but your behavior here did not convey to Caroline that you were interested in her interest in the property YOU are trying to sell.  You are not doing her a favor by providing the information to her.  You are doing your job.
Title: Re: Was I "lippy"?
Post by: Hmmmmm on April 29, 2013, 03:36:42 PM
I'm wondering in your annoyance about waiting for her during the morning and her being a no show came through? Per your post "I told her that I had already come in to the office this morning to meet with her and had other appointments this afternoon." 

A lot of people don't realize that realators spend very little time in their offices. And I'll admit I would be suprised if on a Monday I was told the next time I could meet with you is 5 days later. And as the seller of the property you are representing, I would be irritated to learn you were putting off a potentially buyer for 5 days.

This is more along the lines on how I would have handled it.

Caroline: Hi, I said I'd be by before Noon today but I actually can't make it till this afternoon.
Me:  Oh, I'm sorry, I won't be in the office this afternoon. I have appointments that will have me out of the office. I won't be available again until Friday.
Caroline: Is there someone else in your office that can help me?
Me: Let me see who will be available and I'll give you a call back. Or I could fax or email you the non-disclosure form and once you complet it, you can send it back and I can forward you the requested information.

Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 03:41:15 PM
I work in real estate sales and I received a request for additional information on Friday from someone interested in a listing I have.

This is the part I do not understand, OP.  Would you rather be "right" or get the sale?  If it were me, I would go above and beyond to ensure someone interested in a property I am trying to sell gets all of the information as soon as possible.  I grasp that you are "busy," but your behavior here did not convey to Caroline that you were interested in her interest in the property YOU are trying to sell.  You are not doing her a favor by providing the information to her.  You are doing your job.

Yes, you're quite right. Good point. This is why I love this forum. Not afraid to tell it like it is, lol!

I will use this experience to learn from my mistake and (hopefully) not repeat it again.
Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 03:43:45 PM
I'm wondering in your annoyance about waiting for her during the morning and her being a no show came through? Per your post "I told her that I had already come in to the office this morning to meet with her and had other appointments this afternoon." 

A lot of people don't realize that realators spend very little time in their offices. And I'll admit I would be suprised if on a Monday I was told the next time I could meet with you is 5 days later. And as the seller of the property you are representing, I would be irritated to learn you were putting off a potentially buyer for 5 days.

This is more along the lines on how I would have handled it.

Caroline: Hi, I said I'd be by before Noon today but I actually can't make it till this afternoon.
Me:  Oh, I'm sorry, I won't be in the office this afternoon. I have appointments that will have me out of the office. I won't be available again until Friday.
Caroline: Is there someone else in your office that can help me?
Me: Let me see who will be available and I'll give you a call back. Or I could fax or email you the non-disclosure form and once you complet it, you can send it back and I can forward you the requested information.

I think that was probably it. I'm not proud of it but yeah, I probably did reveal some frustration in my voice.
Title: Re: Was I "lippy"?
Post by: cheyne on April 29, 2013, 04:24:29 PM
Voice of dissent here.  You told Caroline that you would not be in the office after lunch, then Caroline asked you specifically if someone else from your office would be able to help her in the afternoon.  You told her to come on by, not specifying who would be helping her.  At that point, why would she expect you to be there?  What difference did it make who helped her?  She was helped and got her stuff done when she wanted to.

You were not "lippy" in the least.  You explained to Caroline that you were in the office specifically to meet with her.  It's on Caroline that she didn't keep the appointment that she scheduled. 

Caroline had no reason to be rude to your co-worker (the person that was accomodating her lateness and inability to keep her appointment!).

I do have to agree with TurtleDove about the economics of "right" and getting the sale.  However, I think you were just fine and Caroline was an SS.
Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 04:39:24 PM
Well, I called "Caroline". I tried twice and got her voicemail each time. Not knowing if she was just avoiding my call or not, I left her a message after the second call.

I apologized for the way I handled the situation this morning and conceded that I should have made a much more concerted effort to be accommodating. I told her that I spoke with my colleague and was glad that she was able to sit down and answer her questions. I said that if she has any further questions, please feel free to contact me or to go through my colleague if she would prefer at this point and I would do my best to get the answers as quickly as possible. I offered my sincere apologies again and wished her all the best.

I may never get her business again but hopefully, she will at least respect me as someone who can own up to their mistakes.  :)

Title: Re: Was I "lippy"? Update post #17.
Post by: DottyG on April 29, 2013, 04:50:52 PM
I think you did good. :)

Title: Re: Was I "lippy"?
Post by: TootsNYC on April 29, 2013, 05:09:14 PM
Edited to add: I see your update--good move!


I'm wondering in your annoyance about waiting for her during the morning and her being a no show came through? Per your post "I told her that I had already come in to the office this morning to meet with her and had other appointments this afternoon." 

Here's where I think you were "lippy." That phrase I bolded is essentially scolding, no matter what your tone.

Quote
. . . And I'll admit I would be suprised if on a Monday I was told the next time I could meet with you is 5 days later. And as the seller of the property you are representing, I would be irritated to learn you were putting off a potentially buyer for 5 days.

As either seller OR buyer, I'd be really upset that you were not going to do anything to help me until the end of the week--especially considering that I'm interested enough to come into the office and sign *anything,* even a confidentiality agreement.

I'm going to steal Hmmmm's script and change it to reflect how I would have expected you to handle it, were I Caroline.

Quote
Caroline: Hi, I said I'd be by before Noon today but I actually can't make it till this afternoon.
Me:  Oh, I'm sorry, I won't be in the office this afternoon. I have appointments that will have me out of the office. I won't be available again until Friday.
Caroline: Is there someone else in your office that can help me?
Me:
Let me see who will be available and I'll give you a call back. Or I could fax or email you the non-disclosure form and once you complete it, you can send it back and I can forward you the requested information.

I would NOT expect you to leave it up to me to think of some other way to get me the info sooner. I would expect you to do that. You are the one who has presented the roadblock; it's your schedule that's creating the big gap. And you are also the one in a position to delegate this to secretaries, etc. (Isn't that what real-estate-office secretaries are for? To handle paperwork like this bcs you guys are out of the office?)

Nice move with the phone call! Good luck.
Title: Re: Was I "lippy"? Update post #17.
Post by: DottyG on April 29, 2013, 05:31:24 PM
I like Toots' revised script.

Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 05:56:05 PM
Edited to add: I see your update--good move!


I'm wondering in your annoyance about waiting for her during the morning and her being a no show came through? Per your post "I told her that I had already come in to the office this morning to meet with her and had other appointments this afternoon." 

Here's where I think you were "lippy." That phrase I bolded is essentially scolding, no matter what your tone.

Quote
. . . And I'll admit I would be suprised if on a Monday I was told the next time I could meet with you is 5 days later. And as the seller of the property you are representing, I would be irritated to learn you were putting off a potentially buyer for 5 days.

As either seller OR buyer, I'd be really upset that you were not going to do anything to help me until the end of the week--especially considering that I'm interested enough to come into the office and sign *anything,* even a confidentiality agreement.

I'm going to steal Hmmmm's script and change it to reflect how I would have expected you to handle it, were I Caroline.

Quote
Caroline: Hi, I said I'd be by before Noon today but I actually can't make it till this afternoon.
Me:  Oh, I'm sorry, I won't be in the office this afternoon. I have appointments that will have me out of the office. I won't be available again until Friday.
Caroline: Is there someone else in your office that can help me?
Me:
Let me see who will be available and I'll give you a call back. Or I could fax or email you the non-disclosure form and once you complete it, you can send it back and I can forward you the requested information.

I would NOT expect you to leave it up to me to think of some other way to get me the info sooner. I would expect you to do that. You are the one who has presented the roadblock; it's your schedule that's creating the big gap. And you are also the one in a position to delegate this to secretaries, etc. (Isn't that what real-estate-office secretaries are for? To handle paperwork like this bcs you guys are out of the office?)

Nice move with the phone call! Good luck.

Thanks for the positive feedback! I feel the phone call was the right move as well. I would have preferred to speak with her directly rather than just leave a voicemail but I thought it was better than nothing.

As for the other points...

We have a secretary but she is not licenced and is not allowed to do anything related to dealing with clients. These are the rules according to our real estate board. For example, if someone calls the office requesting something as simple as the asking price of one of our listings, she is not allowed to give this information. She must forward the question to a licenced agent to answer.

Also, just to clarify, the information that Caroline was seeking is not only confidential but also fairly complicated and I actually felt really conflicted about even leaving it with my colleague to handle. I have had a lot of interest but people are coming in with a lot of preconceived notions that require further clarification. Not something that is easily explained through email or fax although it is possible.

Anyway, that is why I initially proposed waiting until Friday. I wasn't trying to be a jerk. Just realistic.




Title: Re: Was I "lippy"? Update post #17.
Post by: TootsNYC on April 29, 2013, 06:03:55 PM
In that sort of a situation, I as a customer would expect you to explain that:
"Unfortunately, I really need to be the one to transfer that information, and there are some elements that I'd like to explain to you. I'm not in the office much--Friday's my first available opportunity."

But wow, that would seem like a long time to wait for information.
Title: Re: Was I "lippy"?
Post by: LA lady on April 29, 2013, 06:07:43 PM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.

You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster. 

From the original post:  "She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up."

When I read the original post, my immediate understanding was that the OP was getting someone else to give Caroline the info, just as Caroline asked (demanded) that she do. 

On top of that, even if Caroline had expected the OP, that would have nothing to do with her complaint of the OP being "lippy" in the phone call.  It sounds to me as if Caroline would never be pleased with anything but getting her own way, at all times, not matter the inconvenience to anyone else.

OP, I think you were both polite and professional to someone who showed no consideration of you, your other clients an prospects, or frankly, anyone but herself.  IMO, you di just fine, assuming your tone of voice was as professiiiiiiiiional as your words.

 
Title: Re: Was I "lippy"?
Post by: oopsie on April 29, 2013, 06:19:37 PM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.

You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster. 

From the original post:  "She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up."

When I read the original post, my immediate understanding was that the OP was getting someone else to give Caroline the info, just as Caroline asked (demanded) that she do. 

On top of that, even if Caroline had expected the OP, that would have nothing to do with her complaint of the OP being "lippy" in the phone call.  It sounds to me as if Caroline would never be pleased with anything but getting her own way, at all times, not matter the inconvenience to anyone else.

OP, I think you were both polite and professional to someone who showed no consideration of you, your other clients an prospects, or frankly, anyone but herself.  IMO, you di just fine, assuming your tone of voice was as professiiiiiiiiional as your words.

Thanks LA Lady. In reality, I do think that Caroline was (also) rude, however, I definitely could and should have handled it better.
Title: Re: Was I "lippy"?
Post by: Phoebe on April 29, 2013, 06:37:35 PM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.

You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster. 

From the original post:  "She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up."

When I read the original post, my immediate understanding was that the OP was getting someone else to give Caroline the info, just as Caroline asked (demanded) that she do. 

On top of that, even if Caroline had expected the OP, that would have nothing to do with her complaint of the OP being "lippy" in the phone call.  It sounds to me as if Caroline would never be pleased with anything but getting her own way, at all times, not matter the inconvenience to anyone else.

OP, I think you were both polite and professional to someone who showed no consideration of you, your other clients an prospects, or frankly, anyone but herself.  IMO, you di just fine, assuming your tone of voice was as professiiiiiiiiional as your words.

LA Lady, I completely agree with everything you said.   Caroline was rude in not showing up for her appointment, for the way she spoke to the OP, and for the things she said about the OP to the colleague.  It was very gracious for the OP to call Caroline and apologize; somehow, I doubt the OP will receive the same courtesy in return.
Title: Re: Was I "lippy"? Update post #17.
Post by: Twik on April 29, 2013, 06:42:49 PM

As either seller OR buyer, I'd be really upset that you were not going to do anything to help me until the end of the week--especially considering that I'm interested enough to come into the office and sign *anything,* even a confidentiality agreement.


I think you'd have lost the right to be upset when you blew off the original meeting in the morning.
Title: Re: Was I "lippy"? Update post #17.
Post by: DottyG on April 29, 2013, 06:48:00 PM
Quote
You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster.

The OP asked for our feedback.  It was not criticizing her; it was giving her the feedback she requested.  In response, she agreed that there might have been another way that might have been better in handling it.  So I'm really not seeing how the above is true.

The OP just said, "...I definitely could and should have handled it better."  And, to be honest, her followup actions did just that.  I think her phone call to Caroline was a positive step.  I think the OP did a great job with that call.  She didn't have to call Caroline back.  But, in doing so, she took a high road and showed that she was able to admit that she might have not done something she could have.
 
I don't think anyone is saying Caroline was polite or a nice person.  But that's not the OP's problem.  The OP can only deal with how she reacts in the situation.  She got some constructive feedback on what she could do in the future.  And she's responded to that feedback with grace.  No one is bashing the OP.  We're just trying to help her see this situation from another angle and offer advice on how she might approach it in the future.
 
 
 
Title: Re: Was I "lippy"? Update post #17.
Post by: GSNW on April 29, 2013, 06:53:32 PM
Quote
You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster.

The OP asked for our feedback.  It was not criticizing her; it was giving her the feedback she requested.  In response, she agreed that there might have been another way that might have been better in handling it.  So I'm really not seeing how the above is true.

I think different perspectives are often taken as criticism when really, they are not.  Sometimes someone completely removed from a situation can point out things we ourselves did not consider, and if this advice is given in the correct way, I don't exactly see it as criticism.

I do agree that Caroline was a bit snotty and entitled, but in the OP's position, I would rather roll my eyes privately and be all sugar and honey to a person I am hoping to make a sale with.
Title: Re: Was I "lippy"? Update post #17.
Post by: DottyG on April 29, 2013, 06:55:49 PM
Quote
I think different perspectives are often taken as criticism when really, they are not.  Sometimes someone completely removed from a situation can point out things we ourselves did not consider, and if this advice is given in the correct way, I don't exactly see it as criticism.

I agree.

Title: Re: Was I "lippy"?
Post by: TootsNYC on April 29, 2013, 09:14:59 PM

From the original post:  "She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up."

When I read the original post, my immediate understanding was that the OP was getting someone else to give Caroline the info, just as Caroline asked (demanded) that she do. 

I agree with this, actually. I was a bit surprised that Caroline WASN'T expecting to meet with someone else.
Title: Re: Was I "lippy"? Update post #17.
Post by: Mental Magpie on April 29, 2013, 09:50:24 PM

As either seller OR buyer, I'd be really upset that you were not going to do anything to help me until the end of the week--especially considering that I'm interested enough to come into the office and sign *anything,* even a confidentiality agreement.


I think you'd have lost the right to be upset when you blew off the original meeting in the morning.

This.  It is also the roadblock, not the OP's schedule.  The roadblock arose when Caroline blew of the originally scheduled meeting.
Title: Re: Was I "lippy"?
Post by: Miss Unleaded on April 30, 2013, 05:57:52 AM
I think you should have told her that she could come by that afternoon (if it was ok) but that she would be dealing with your coworker.  You left out an important piece of information for her.  She still thought she'd be dealing with you and was confused.  I don't blame her there.  No, she shouldn't have been grouchy.  And no, she wasn't completely in the right.  But you should have told her that you weren't actually going to be the one that would helping her.

In the context of what the woman said:
Quote
She very abruptly said that "well, can't someone else just give me the information? I don't want to wait until Friday." I took a second to think it over and then said, "okay, come ahead this afternoon." She said okay and then hung up.

I would have thought that would be implied.  She asked if someone else could give her the info.  I don't see what the OP did wrong.
Title: Re: Was I "lippy"? Update post #17.
Post by: Hmmmmm on April 30, 2013, 10:41:44 AM
Quote
You know, sometimes it seems as if people on e-hell just look for a reason to criticize the original poster.

The OP asked for our feedback.  It was not criticizing her; it was giving her the feedback she requested.  In response, she agreed that there might have been another way that might have been better in handling it.  So I'm really not seeing how the above is true.

I think different perspectives are often taken as criticism when really, they are not.  Sometimes someone completely removed from a situation can point out things we ourselves did not consider, and if this advice is given in the correct way, I don't exactly see it as criticism.

I do agree that Caroline was a bit snotty and entitled, but in the OP's position, I would rather roll my eyes privately and be all sugar and honey to a person I am hoping to make a sale with.

I agree with this. If I ask for feedback on this forum, I'm not wanting people to just nod and agree with me. From what the OP posted, Caroline sounds like a difficult person. 

But you don't know Caroline just decided to blow off the meeting. Who knows what she had going on. Maybe a Drs appointment ran over because of an emergency. Maybe a client of hers came in late causing her schedule to back up. Maybe the plumber who was supposed to arrive at 8am didn't make an appearence till 10am. And she did call to reschedule at 11. Maybe she had a bad reaction to medication she's taking. If she'd try calling at 12:30 or not at all then I'd consider her blowing the schedule off.

As a professional in a sales situation, I agree with Toots that the OP should never had referred to having to "wait all morning" to Caroline. If the OP didn't want to spend the morning in the office then she should have made a specific appointment time with Caroline.

I know sometimes a sales person has to gauge if a buyer is really interested or is just curious. So postponing the meeting till later in the week can help you decide if the person is really interested. And once Caroline indicated she'd like the information that afternoon, OP, as the seller's rep, should have gone out of her way to find a solution to get the info to her, difficult client or not.

I think the OP did a great job of calling Caroline back. 
Title: Re: Was I "lippy"? Update post #17.
Post by: Mental Magpie on April 30, 2013, 11:12:09 AM
It doesn't matter why Caroline couldn't make it when she said she would, it matters that she didn't.  That was the catalyst for the entire situation.  On top of that, she was short and rude to both the OP and her colleague.  I have a feeling even if the OP had set up a specific time to meet Caroline, Caroline would have acted exactly the same way (as far as her tone goes).
Title: Re: Was I "lippy"? Update post #17.
Post by: Hmmmmm on April 30, 2013, 11:23:41 AM
It doesn't matter why Caroline couldn't make it when she said she would, it matters that she didn't.  That was the catalyst for the entire situation.  On top of that, she was short and rude to both the OP and her colleague.  I have a feeling even if the OP had set up a specific time to meet Caroline, Caroline would have acted exactly the same way (as far as her tone goes).

Oh, I agree that Caroline would most likely have still remained unpleasent. But the OP intentionally or unintentionally shared that she was not happy about having waited all morning for a no show. And sharing that irritation was in no way going to improve the situation. And as the seller's rep, it is the OP's responsibility to try and create a professional atmosphere that increases opportunities to sell the property.

But I also disagree that why Caroline missed the appointment doesn't matter. Life happens. I don't equate having a valid reason, giving notice and trying to reschedule within an acceptable time frame as "blowing off an appointment". Blowing off an appointment is "I decided I wanted to stay home and watch Judge Judy" and I didn't let you know till the time of or before the appointment.