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.
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