The Truth About Customer Service (and Why It’s Broken)

Content

In today’s episode, Ariel Kormendy and Jennifer Goncalves dive into the importance of customer service—why it’s often overlooked and how businesses risk losing lifelong clients because of it. From frustrating banking experiences to struggles with telecom providers, we share personal stories that highlight the impact of poor service. Jenny also shares her experiences managing client care at KT and how good service can transform client relationships.

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0:24 – Intro
4:57 – Jenny’s personal updates
9:29 – Why BMO didn’t work out
10:14 – Complicated banking logins & apps
12:53 – Ending a banking relationship
15:29 – Trying to redeem a non-redeemable GIC
22:30 – The failed appointment & wasted time
27:30 – Final straw: poor treatment and no apology
28:58 – The key lesson: turn complaints into opportunities
30:36 – Why proper note-taking matters in real estate
39:00 – How bad service led KT to start property management
43:00 – Outro/recap

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In 2011, ⁠Ariel Kormendy⁠ and ⁠Adrian Trott⁠ formed The Kormendy Trott Team, now often referred to as KT (thanks to our logo!). The foundation of KT is built on providing unmatched value and attention to detail in everything we do. From our ever-expanding, comprehensive list of exclusive services to our expertly trained ⁠team⁠, you will receive the highest level of care throughout your entire real estate journey.

Originally a team of two in Milton, Ontario, the KT Team has grown into a large team of exceptional REALTORS®, a client-care department, and now includes KT media, KT Commercial and KT Property Management to provide our clients with a complete lineup of genuine, professional, and proven services across Halton Region, Peel Region and the surrounding Regions within the Greater Toronto Area.

We’d appreciate it if you’d subscribe and follow us for behind-the-scenes footage, real estate tips, industry secrets, exclusive listings, The Real Estate Podcast, and more!

COMMENTS

HOSTS

Chris Behie

After buying and selling several homes with The KT Team, Chris knew he had to be part of it. A top performer at Toyota Canada for years, he shifted gears to real estate and hasn’t looked back. Known for his sharp communication, negotiation skills, and down-to-earth approach, Chris helps clients navigate the buying and selling process with confidence—especially families juggling busy home lives like his own. When he’s not closing deals, you’ll find him in Milton chasing adventures (and his two boys).

Steve Bruman

Steve Bruman is a Milton real estate agent known for his standout service, quirky humour, and endless patience—especially with first-time buyers and seniors. ASA-certified and a proud empty-nester, Steve brings energy, experience, and a personal touch to every real estate journey.

Robin Dasilva

Robin Dasilva is a trusted REALTOR® serving Milton and the surrounding area. Known for clear communication and steady guidance, she helps clients navigate every stage of the buying and selling process with confidence. Through her writing, Robin also shares practical insights and real-world experience to help homeowners make informed real estate decisions.
Ariel Kormendy

Ariel Kormendy

As co-founder of The Kormendy Trott Team, Ariel Kormendy blends real estate expertise with a creative flair for marketing, helping clients achieve their goals with confidence and ease. Outside of work, Ariel is a dedicated family man who loves exploring new cuisines, perfecting recipes in the kitchen, and enjoying good food with great company. His passion for connection shines through in everything he does, both personally and professionally.

Email: [email protected]

Phone: (647) 464-0957

GUESTS

Jennifer Goncalves

Jennifer Goncalves

Our incredible Client Care Manager, Jennifer has been with KT since 2018 and is a huge part of getting everything done! When she's not making the office laugh, or helping out with preparing listings and coordinating everything, you can find her snuggled up with her mini pony (dog), beau and husband!

Email: [email protected]

Phone: (905) 514-1335

Open House Terms & Privacy Agreement

for KT Open Houses

  1. 1. Visitor Etiquette

    To help protect our client’s property and maintain a respectful and safe environment, all visitors are required to follow these guidelines unless otherwise directed by a representative of the Kormendy Trott Team:

    • Footwear: Please remove footwear upon entry.
    • Washroom Facilities: Please refrain from using washroom facilities unless permission has been provided.
    • Personal Belongings and Furniture: Please do not touch personal belongings or open furniture that is not included in the sale, including dressers, media consoles and other free-standing furniture.
    • Food and Beverages: Outside food and beverages are not permitted inside the property.
    • Furniture: Please refrain from sitting or lying on furniture.
    • Pets: Pets are not permitted inside the property.
    • Children: Parents and guardians are responsible for ensuring that children follow these guidelines.

    2. Visitor Registration and Safety

    To help protect our client’s property, personal belongings and the safety of our team members, all visitors are required to provide accurate and complete contact information before entering the property.

    Your information may be retained as an internal record of attendance and used to contact you regarding this property, your visit and related real estate opportunities that may reasonably be relevant to your inquiry.

    3. Digital Communications and Follow-Up

    After registering, you may receive a text message or email containing information about this property, related listings, future open houses and relevant real estate opportunities.

    Where required, these communications will include identification information and an unsubscribe mechanism. You may withdraw your consent or opt out of future promotional communications at any time by using the unsubscribe link included in an email, replying STOP to an applicable text message or contacting us directly.

    4. Website Analytics and Relevant Advertising

    If you visit our website, we may use cookies, pixels and similar technologies to understand website activity, measure advertising performance and show relevant advertising on platforms such as Google, Facebook and Instagram.

    For more information about our use of analytics, cookies and advertising technologies, and the choices available to you, please review our Privacy Policy.

    5. Privacy and Data Protection

    We may use trusted service providers to operate our website, manage customer relationships, deliver communications, analyze performance and support our advertising activities.

    We do not sell your personal information. Personal information is handled in accordance with our Privacy Policy and applicable privacy laws.

    6. Acknowledgement

    By submitting this form, you acknowledge that you have read, understood and agreed to these Open House Terms & Privacy Agreement. You agree to follow the visitor etiquette guidelines and any reasonable instructions provided by our team during your visit.

    KT Realty
    229–336 Bronte Street South
    Milton, ON L9T 7W6
    [email protected]
    1 (800) 617-0090