A few years ago I was shopping commercial space. Of the several agents/brokers I called either from signs or ads, only two called me back.
I eventually found a place after I posted a "Looking for Space" ad on CL. The landlord contacted me. As it turns out, his space was listed with one of the agents I'd called on another space.
I am still baffled by this. There are properties here that have been vacant for nearly 10 years now - yet they can't even return a call? Some of the places I called on are still vacant!
That video isn't at all surprising to me. People, not just REA, aren't exactly excellent communicators. Internet/email/text has actually made things worse. There's too much room for misinterpretation and plain 'ole delivery failure.
While working with clients as a personal trainer, I had more than a few instances where I wasted time/money waiting around for clients who chose to alter schedules via Facebook. I paid for on online scheduling app which they were supposed to use so that if a time was free another client could book it. My brain is too old to be remembering everyone's schedule changes - which happened daily. Yet because Facebook was easier for them, that's what they used despite being told repeatedly not to. "Oh I forgot, sorry."
I honestly am wondering what portion of this "They don't listen" thing has more to do with the way genY prefers to "communicate".