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Post by ACADEMY on Jan 12, 2006 17:17:57 GMT 1
Hi all all the best for 2006
Where can I start.
Improve spares ordering. Every spare part should have a unique ‘part number’ so that it can be easily and correctly identified, and we should be able to order spares, order pads, etc online. Every such request should then be allocated a system number so that we can track it through the system and ensure that our requests for spares are not ignored.
mis measure fines WHY
December I had 8 DOR'S
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Post by Augustus on Jan 12, 2006 17:26:05 GMT 1
grumperbear wrote:- "Bonus calculations that are wrong." Over the last 2 years l have claimed back over £1400 in wrongly calculated bonus payments. Payments from as little as £15 up to £600. On all the times that l have claimed they are incorrect l have won my case 75% of the time. lt always worth checking and calculating your bonus. After all it is your money. Hi Cruise , be interesting to know how long you have as your account number is similar in age to mine. I've never been on bonus, even when I asked time and time again - I was told 'there's nobody going on bonus anymore and it's being phased out' etc etc etc. It sticks to think that some of us are paid more to do the same job. P. |
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Post by ACADEMY on Jan 12, 2006 17:33:07 GMT 1
hi all Where can I start Improve spares ordering. Every spare part should have a unique ‘part number’ so that it can be easily and correctly identified, and we should be able to order spares, order pads, etc online. Every such request should then be allocated a system number so that we can track it through the system and ensure that our requests for spares are not ignored. mis measures fine WHY I had 8 DOR'S IN December which cost me time and money in fuel and I get nothing out of it but hassle and grief from customers. then I hear that all the mis measure money goes towards a christmas booze up for the office staff.  stationary ;; why no more envelopes supplied for sending Sillarys there invoices and money how tight are they getting . Sam paper another joke . more money to lay out. January pricing is all over the place . what is it all about it's crazy . 3 blinds for £99 but gave a quote the other day for a roller blind which was £165 . woman about choked on her false teeth. why can you get 3 patio doors fitted for £99 but charge them crazy money for 1 off blinds . surely its the same amout of material !!!!!! Area Manager :::: I won the compition in September for the best sale conversion in Scotland . he calls me up to tell me the good news then the bad news shortly followed. 1st prize see England play football na hate football. then 2 trips to the races , dont think so . He then said he would get me a case of wine STILL WAITING FOR IT. i HOPE GOOD COMES OF THIS MEETING AS HILLARYS HAVE SOMME VERY GOOD ADVISOR WORKING FOR THEM BUT ARE NOT TREATING THEM VERY FAIR. WHITE WINE PLEASE. |
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Post by JoY on Jan 12, 2006 17:33:24 GMT 1
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Post by ACADEMY on Jan 12, 2006 17:35:02 GMT 1
hi all
Where can I start
Improve spares ordering. Every spare part should have a unique ‘part number’ so that it can be easily and correctly identified, and we should be able to order spares, order pads, etc online. Every such request should then be allocated a system number so that we can track it through the system and ensure that our requests for spares are not ignored.
mis measures fine WHY
I had 8 DOR'S IN December which cost me time and money in fuel and I get nothing out of it but hassle and grief from customers. then I hear that all the mis measure money goes towards a christmas booze up for the office staff.
stationary ;; why no more envelopes supplied for sending Sillarys there invoices and money how tight are they getting . Sam paper another joke . more money to lay out.
January pricing is all over the place . what is it all about it's crazy . 3 blinds for £99 but gave a quote the other day for a roller blind which was £165 . woman about choked on her false teeth. why can you get 3 patio doors fitted for £99 but charge them crazy money for 1 off blinds . surely its the same amout of material !!!!!!
Area Manager :::: I won the compition in September for the best sale conversion in Scotland . he calls me up to tell me the good news then the bad news shortly followed. 1st prize see England play football na hate football. then 2 trips to the races , dont think so . He then said he would get me a case of wine STILL WAITING FOR IT.
i HOPE GOOD COMES OF THIS MEETING AS HILLARYS HAVE SOMME VERY GOOD ADVISOR WORKING FOR THEM BUT ARE NOT TREATING THEM VERY FAIR.
WHITE WINE PLEASE.
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Post by russell on Jan 12, 2006 17:37:22 GMT 1
motters i went on bonus about 6years ago but des gvm has never been on it and hes been around longer it was a bit dependand on your fsm at the time and stopped about i think 3 years ago i dont think many have hung onto it i almost lost it last year the goalposts are moved almost twice a year more worryingly some agents are never told about this and dont know their target i think by this year end most will be off it it would nt be so bad if we didnt have to spend out so much and do so many free calls it was originaly set up and i quote my old fsm as a fund to purchase faxs phonelines car maintainancs 2nd line etc .so in that sense those took of it have had a paycut those never on it have lost a small fortune  |
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Post by agentcruise114313 on Jan 12, 2006 18:37:13 GMT 1
Motters, great forum,
8 years as an agent, bonus for about 6 years.
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Post by desmorse on Jan 12, 2006 20:46:10 GMT 1
In a similar position motters. Although been with Hillarys 16 years, went full time 3 years ago and told no more bonus advisors, and existing ones phased out. Last April, on SAM course and 2 advisors who had only been with Hillarys months were both getting it. Queried with FSM but obviously no result. As you say, really sticks in the craw ...... [ Hi Cruise , be interesting to know how long you have as your account number is similar in age to mine. I've never been on bonus, even when I asked time and time again - I was told 'there's nobody going on bonus anymore and it's being phased out' etc etc etc. It sticks to think that some of us are paid more to do the same job. P. |
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Post by russell on Jan 12, 2006 20:52:13 GMT 1
is that right des i was definitley told no more bonuses im going to try to find out about that as its not only unfair to the rest but ive almost lost mine on a few occasions and wouldnt take kindly to a new agent getting it
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Post by nonails on Jan 12, 2006 20:56:08 GMT 1
In a similar position motters. Although been with Hillarys 16 years, went full time 3 years ago and told no more bonus advisors, and existing ones phased out. Last April, on SAM course and 2 advisors who had only been with Hillarys months were both getting it. Queried with FSM but obviously no result. As you say, really sticks in the craw ...... [ Hi Cruise , be interesting to know how long you have as your account number is similar in age to mine. I've never been on bonus, even when I asked time and time again - I was told 'there's nobody going on bonus anymore and it's being phased out' etc etc etc. It sticks to think that some of us are paid more to do the same job. P. So Hillarys now exposed as operating a dual commission structure, if what you say happened last April is correct. This is shameful. Why can we not be told what the criteria are to get a higher rate, or is it that a higher rate is payable, but only paid to FSM's favourites??? The difference saved and not paid out to most of us is used to ................ Another devious Hillarys weasel-worded ploy exposed, methinks...... Why do we bother. At least if we had signed up with the Mafia, or the Provos, we would know exactly where we stood?? |
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Post by desmorse on Jan 12, 2006 21:13:48 GMT 1
Can't remember full details (it was last April! -struggle to remember Christmas) but 2 advisors from London or possibly Essex corner of London. Think 1 had been an advisor for a year or two, the other 6-9 months, both discussing their bonus payments.
Queried with FSM, told maybe parts of London due to transport/parking/congestion charge etc, but categorical assurance, no new bonus anywhere for some time past or foreseeable future.
One part of me thinks, this is how I started and unlike some people posting, I get ample leads and earn a living, along with 4 other advisors in this area, and I don't have a problem with my FSM. The other part thinks, if others get it, so should I.
I did £308k last year - would somebody like to really p1ss me off and tell me how much bonus that would earn
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Post by russell on Jan 12, 2006 21:21:14 GMT 1
to get max 5% lead effect needs to be bout 376 discounts and mismeasures need to be almost none existant and that 376 is ex vat if you lose 3 months in a row your off it with silly sale season i bet our lead effect will be £99 soon  |
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Post by lesroman on Jan 12, 2006 21:33:39 GMT 1
long term advisors leaving. Company changing goal posts. "maybe they will listen this time".
Sorry but its time some of us woke up. From the company's point of view, long term advisors are old hat with old ways that are no longer compatable with the new PLC.
I would think that they are chuffed to see old uns leaving, then all thats left are the new ones who dont know any better.
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Post by tarpil on Jan 12, 2006 21:40:24 GMT 1
Re : Advisor feedback seminars.
Sorry I am late. These seminars are a great step forward. Many thanks to all involved for their hard work on everyone's behalf.
Frustrations:
1. Current advertising and sales structure devaluing the brand name and reducing order values.
Attracting wrong sort of customer, those who cannot offord the jump to the next price up from the silly offers.
Traditional customers now see us as cheap and nasty.
Impossible to justify price variations whereas everyone understood our traditional sales structure.
2. Although a technaphobe I am beginning to cope with SAM and see it as a positive step forward. BUT it is part of the CLG/ Diary Maint system that cost me 40% (20K) of my business in its first 4 months compared to the previous year.
Why?
Inefficient use of diary space causing me to reduce my availability in order to cope with the additional travelling.
Too keen on next day appointments regardless of what the customer wants.
Saturdays were set aside for those who work all week, now most Saturday customers are in during the week as well, including retired people.
I do not think CLG ask the right questions ie. which days are they available, do they have school runs etc.
However well we treat our customers, it is a lottery as to whether we get them back for the next visit.
Communications.
1 Involve advisors in decisions to take on new advisors, whatever the reason. " is it necessary and how can it be done to best benefit both company and advisor."
2. Customers complain they cannot get through to Hillarys and the Advisors likewise. It has always been so. I have always been of the opinion that the problem is caused by inadequate staffing. Call centres and telephone menu systems only help the company, and only irritate the caller.
3.Could not more effort be made to promote and formalise the use of Emails and make that arrangement more reliable. This may ease the strain on the telephone system.
4. Explain things and clearly, even small things. Use the weekly news letter more. ie. someone decided to stop supplying order envelopes without telling those who use them or suggesting an alternative. This should all have been communicated in the news letter.
Quality
Consistently, over the years, 25% of my orders have had some problem caused by Hillarys. This is a quality/cost issue and Hillarys need to initiate some extended statistical feedback to deal with it. They only hear about DORs.
Product Gap.
We used to sell a range of simple curtains, valances, tracks and poles but they were poorly advertised. Perhaps we could try again with some decent advertising.
Other.
1. A bonus incentive should be in place for all advisors, perfomance based against an achievable target for sales and quality.
2. Issue a list of component codes and arrange for us to order them direct from the people at Hillarys who provide them. Also ensure that they are dispatched promptly.
3. Regular short local training sessions to refresh, update and advise on any relevent issues including products, fitting, selling or general feedback, much like team meetings.
Whatever else Hillarys do they should involve and communicate with advisors in a positive and respectfull way and advisors should do the same to Hillarys. We are all part of the same team, all depend on the success of the business and need each other in equal measure.
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Post by McCartney on Jan 12, 2006 21:43:06 GMT 1
Feedback Seminar
For my sins I have not been a contributor or a reader of advisors on line. I have, however, endeavoured to catch up and feel I should contribute to your proposed summary of issues and ideas for the forthcoming seminar.
It was extremely helpful to use Mike Dyer's posting as a prompt. It is difficult to disagree with any of M.D,s thoughts, in fact I concur with everything he comments on. To avoid duplication therefore, I have only added my own thoughts.
FRUSTRATIONS.
Putting a chase on late deliveries for individual blinds, is in the main, ineffective, especially when Distribution fail (we are advised) to respond to enquiries of this nature, i.e. emails from service centre to Despatch. This was particularly evident over the Christmas period. Linked to this issue is an apparent reluctance to send even the most urgent blinds by Courier.
The amount of time to get through to the service centre - the number of times messages left on the answer machines are not responded to to the following day or even later, or if at all, (same day responses at the very least - is required).
Linked to this area of concern is the wide variation in effort and manner of sales support individuals, with some who will go do everything to go the extra mile to resolve your issue or problem, and others who appear to do the bare minimum.
Length of time it appears to take the Service Centre to bring up information on their computer screens resulting in considerable time wasting by agents and service centre staff. No wonder we can't get through.
The 'selling experience' has changed! The introduction of the 3 for £99 and the multiplicity of promotion types has meant :-
The introduction of products we do not want to sell, because there is little or no profit in doing so.
An increase in overall time taken to sell - in sometimes the most basic of requirements.
The increase in customer confusion as to what is and what isn't on promotion.
The general feeling that the Hillary brand is being devalued.
Loss of commission when customer service reduce the original agreed selling price to the customer because of delays in product/service for which advisor has not been responsible.
Commission owed not being paid. Calls not answered by commissions or emails responded to.
TOP TEN IDEAS
Minimum commission rate of £10 for the fitting of 3 for £99.
A scheme whereby key agents (to be defined), or maybe all agents, to operate on a commission structure based on an overall minimum margin achievement.
ADVERTISING
A re-instatement of the previous higher standard of local advertising which at present has been downgraded due to increased emphasis being placed on national advertising. (I am not aware of very many of my customers requesting a call due to having seen a National advert.)
COMMUNICATIONS
Hillarys -v- Web Blinds
There is a link between a customer being given a quote and then checking on line with web blinds to cost a self - fit option. At present the differential in price is substantial and would suggest advisors are grossly underpaid for the sale and fit aspect of their work.
PRODUCT GAPS
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