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Post by topfixers on Jul 7, 2006 0:22:54 GMT 1
Evening all.
How is everyone responding to service calls now that they are directly booked into our diaries??
I have no issue with returning to any of my own customers who have any issues. However, I have informed my FSM that I will, in future,refuse to cover any 'second opinion' or service calls from other advisors. This is not because I am a rebel or unhelpful, I have worked for Hillarys for 12 years and have often helped new advisors who have a problem. I am an experienced, time served advisor who is proud of my reputation, if Hillarys want to use my expertise, customer relations and problem solving skills to help them, I am happy to oblige but not when it leaves me out of pocket.
Customer services asked me 'as a favour' to do a service call to a customer who has had a bad experience with a new agent. This call is approx 40 miles return and would necessitate at least 2 calls, first to assess, second to return and fit when materials were received from head office. So thats 80 miles travelling + petrol + time needed to complete repair - all for the measley sum of £20 , I think not............. The days of me doing favours are long gone. When Hillarys decide to start treating us advisors, whether experienced or new starters with some respect, I will then think about reciprocating. We should stick together on this one.
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Post by blinder on Jul 7, 2006 7:57:24 GMT 1
I've just knocked one back for the same reason. It was for 2 blinds as well, not just one.
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Post by gloryboy on Jul 7, 2006 9:27:14 GMT 1
Evening all. How is everyone responding to service calls now that they are directly booked into our diaries?? I have no issue with returning to any of my own customers who have any issues. However, I have informed my FSM that I will, in future,refuse to cover any 'second opinion' or service calls from other advisors. This is not because I am a rebel or unhelpful, I have worked for Hillarys for 12 years and have often helped new advisors who have a problem. I am an experienced, time served advisor who is proud of my reputation, if Hillarys want to use my expertise, customer relations and problem solving skills to help them, I am happy to oblige but not when it leaves me out of pocket. Customer services asked me 'as a favour' to do a service call to a customer who has had a bad experience with a new agent. This call is approx 40 miles return and would necessitate at least 2 calls, first to assess, second to return and fit when materials were received from head office. So thats 80 miles travelling + petrol + time needed to complete repair - all for the measley sum of £20 , I think not............. The days of me doing favours are long gone. When Hillarys decide to start treating us advisors, whether experienced or new starters with some respect, I will then think about reciprocating. We should stick together on this one. i've had similar, will continue to respond to my customers but am refusing to go out of area for £15/£20. because of the stupid 6 slot situation i've increased my availability by 2 slots for am, epm etc. to avoid drop in number of appts. however because they book service calls as 2 slots i've been stung by having 3 x 4 slots and a service call booked in an evening, no guesses which one i was unavailable for! frustrating because i wouldn't have booked a service call for an evening, they are premium slots as far as i'm concerned. as usual no common sense used by the implementors of this knee jerk change. |
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Post by RED on Jul 7, 2006 11:12:08 GMT 1
HOT OFF THE PRESS
This has been brought to my attention.
As of Monday 12th Never all advisor's will get a 15% bonus on all sales achieved above 4k a month.
All dors will be eradicated because they will first be shipped to China for checking by Chinese laundry workers and will then only be forwarded on to you once the rigorous checking has been done.
All service calls will be paid at 50% of the original order value.
Calls to H/O will be answered within 1 nano second due to the fact that they have recruited over 3000 new telephone operators which gives an average of 3 staff to answer each call.
All quarterly meetings will be held in Barbados at the expense of the company and will last 2 weeks at a time.
All customers that ring in will be subject to a credit rating check which will be instant and if they fall below 50k a year we will not be booking them in, so this will insure your average sales value is quite high.
We will not be bringing in other advisor's without your knowledge, in fact we are cutting it down to around, well, er 1 national adviser so that again will increase his/her order value. Off course that means 849 of you are no longer needed so the above points dont really matter.
Does this sound acceptable. ;D
Red
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Post by desmorse on Jul 7, 2006 11:17:00 GMT 1
HOT OFF THE PRESS This has been brought to my attention. As of Monday 12th Never all advisor's will get a 15% bonus on all sales achieved above 4k a month. All dors will be eradicated because they will first be shipped to China for checking by Chinese laundry workers and will then only be forwarded on to you once the rigorous checking has been done. All service calls will be paid at 50% of the original order value. Calls to H/O will be answered within 1 nano second due to the fact that they have recruited over 3000 new telephone operators which gives an average of 3 staff to answer each call. All quarterly meetings will be held in Barbados at the expense of the company and will last 2 weeks at a time. All customers that ring in will be subject to a credit rating check which will be instant and if they fall below 50k a year we will not be booking them in, so this will insure your average sales value is quite high. We will not be bringing in other advisor's without your knowledge, in fact we are cutting it down to around, well, er 1 national adviser so that again will increase his/her order value. Off course that means 849 of you are no longer needed so the above points dont really matter. Does this sound acceptable. ;D Red Definitely not acceptable - for christ sake what would we all moan about? Imagine just how miserable some people would be if they struggled to find something to whinge about ;D |
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j
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Post by j on Jul 19, 2006 10:05:59 GMT 1
Evening all. How is everyone responding to service calls now that they are directly booked into our diaries?? I have no issue with returning to any of my own customers who have any issues. However, I have informed my FSM that I will, in future,refuse to cover any 'second opinion' or service calls from other advisors. This is not because I am a rebel or unhelpful, I have worked for Hillarys for 12 years and have often helped new advisors who have a problem. I am an experienced, time served advisor who is proud of my reputation, if Hillarys want to use my expertise, customer relations and problem solving skills to help them, I am happy to oblige but not when it leaves me out of pocket. Customer services asked me 'as a favour' to do a service call to a customer who has had a bad experience with a new agent. This call is approx 40 miles return and would necessitate at least 2 calls, first to assess, second to return and fit when materials were received from head office. So thats 80 miles travelling + petrol + time needed to complete repair - all for the measley sum of £20 , I think not............. The days of me doing favours are long gone. When Hillarys decide to start treating us advisors, whether experienced or new starters with some respect, I will then think about reciprocating. We should stick together on this one. I still cannot work out why we have FSM's. They should be there sorting out their newly recruited advisors, and seeing what shite they actually employ. |
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Post by grumperbear on Jul 19, 2006 12:53:56 GMT 1
Yes, no one knows why we have a fsm. They certainly do nothing for me.
l think they spend their time going to meetings or something like that. You can never get hold of them when you want them, on the odd time when they do get back to you they do not do anything. l left a message 2 weeks ago and l'm still waiting for them to get back to me. (and if he does l'll just have to call him a w*nker and tell them not to bother if its going to take this long)
Yes this is the level of support you get from your fsm/
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Post by RED on Jul 19, 2006 20:08:45 GMT 1
I see the Hillarys horse won the 3.00 at Caterick today in the Hillarys Colours Its name,
-------Is it me. ;D
Red
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Post by Blind Scout on Jul 22, 2006 0:25:04 GMT 1
Just checked my SAM tonight, looking ahead into next week, and noticed a service call in my diary for Monday LPM, 1 hour, Post code SE4. Checking e-mails, Service Support have wriiten
"PLEATED BLIND
Please give second opinion as this cm has been messed around ... "
I will make sure you are paid for this.£30 ?"
So there you are. They are offering to pay. However, I don't think I will be taking it up, and have replied to SS with the following:
"Thank you for the offer of £30, however, you have only given me 1 hour to attend this appointment. To do this visit, it would require a full day; home to Edinburgh airport, flight to London, tube across London, taxi to customer address, 1 hour appointment, then return trip. Multiply the agent fee by 10, and clear my diary for the day, and I will make arrangements to attend.
But surly you don't need a briliant Scottish agent, to go and sort out a poor old Londoner. What would Ken Livingston say?
Ahh well! It made me laugh tonight. But I better 'phone SS tomorrow, and get it changed to another agent who may be a little closer. "Are you free" anyone. ;D
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