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Post by farmer on Feb 7, 2006 22:31:34 GMT 1
I am intersted to know how everyone would answer 1 or 2 of the following, asked by customers.
"aren't the fabrics thin, is this what they will be like ?". -refering to verts.
"God why are they so expensive ?" -Romans
"Why are you so much more expensive than joe Bloggs blinds down the road "?
When turning up to a customer who has previously been let down, how do you approach them ?
When fitting verts for example, and you are dealing with the 7 th fault of the day, would you hise the flawed louvre, behind the curtain and hope she doen't notice! or raise yet another d.o.r.
Can we have mor scenarios like this, and how we deal with them.........
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*Star*man*
Full Member
Advisor with some experience - UK
Posts: 171
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Post by *Star*man* on Feb 7, 2006 23:03:09 GMT 1
Here's how i would deal with these Farmer ..... I am intersted to know how everyone would answer 1 or 2 of the following, asked by customers. "aren't the fabrics thin, is this what they will be like ?". -refering to verts. "God why are they so expensive ?" -Romans "Why are you so much more expensive than joe Bloggs blinds down the road "? When turning up to a customer who has previously been let down, how do you approach them ? When fitting verts for example, and you are dealing with the 7 th fault of the day, would you hise the flawed louvre, behind the curtain and hope she doen't notice! or raise yet another d.o.r. Thin Verts are more delicate , they will look so much better in your front room than these cheaper ones (clouds!) Romans are Expensive , Hillarys use the best fabrics , this can cost £21 per Square Metre !. - Compared with cost of curtains these days , Romans are such good value . (coughing badly at this point) Hillary's Service is all inclusive , price takes care of the VAT and Fitting - I heard Joe Bloggs blinds charges £40 extra to fit ! Sorry you were let down , I can understand your fustration . Allow me to quote you happy today ! Like the insurance company , My blinds will make you smile - Take a look at these Wooden.........Fall on floor , vomiting! Hide the faulty louvre , place it at the end . Use tippex or car paint on the scratched headrail. Pencil in on a wood slat . cut off the frayed strand. place a hillarys sticker over the dented headrail. Do anything possible to avert a D/O/R as we are not paid to do 'em- All this sounds harsh , but i bet we all do it !!!!! Finally , Are we having a whip around for melissa's leaving pressie? |
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Post by RED on Feb 7, 2006 23:07:36 GMT 1
Farmer, you asked
"aren't the fabrics thin, is this what they will be like ?". -refering to verts.
My answer. They are all modern man made fibers and still do the job of the old hessian style blinds you used to get. Its also like comparing a silk dress to a cotton one. You can sling the cotton one in the washer and its cheap but would never dream of putting a silk one in the washer.
I was a weaver by trade for 22 years so I can run circles around a customer when they ask for specifics on a fabric.
"God why are they so expensive ?" -Romans
My answer,
They are all hand made and stiched so this takes time and the fabric is not any old fabric but has a memory in it to retain the pleat which ordinary fabric does not.
Usualy gets the sale. Got one last night for £1200 and one on Friday for £1050 so it does work for me.
Red
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Post by RED on Feb 7, 2006 23:13:38 GMT 1
Aries 9456 Hide the faulty louvre , place it at the end . Use tippex or car paint on the scratched headrail. Pencil in on a wood slat . cut off the frayed strand. place a hillarys sticker over the dented headrail. Do anything possible to avert a D/O/R as we are not paid to do 'em- All this sounds harsh , but i bet we all do it !!!!! My God, is this what you do.  I would never do this type of thing,..... much. Needs must and when nearly every order has some sort of fault then we have to resort to this type of thing otherwise we would be measuring twice and fitting 3 times. I think if H/O really knew how bad some of the blinds come to us they would be gobsmacked. I think it is taken for granted how many on the spot repairs we really do. Red |
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Post by farmer on Feb 7, 2006 23:30:13 GMT 1
Farmer, you asked "aren't the fabrics thin, is this what they will be like ?". -refering to verts. My answer. They are all modern man made fibers and still do the job of the old hessian style blinds you used to get. Its also like comparing a silk dress to a cotton one. You can sling the cotton one in the washer and its cheap but would never dream of putting a silk one in the washer. I was a weaver by trade for 22 years so I can run circles around a customer when they ask for specifics on a fabric. "God why are they so expensive ?" -Romans My answer, They are all hand made and stiched so this takes time and the fabric is not any old fabric but has a memory in it to retain the pleat which ordinary fabric does not. Usualy gets the sale. Got one last night for £1200 and one on Friday for £1050 so it does work for me. Red thanks for that Red, I more or less say the same, but its nice to know how others approach this kind of objection |
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amberley
New Member
Advisor 5 years
Posts: 49
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Post by amberley on Feb 8, 2006 0:16:05 GMT 1
I agree with all comments and have done all the things mentioned and probably more to avoid DORs. Trouble is if Hillarys measure their performance by the number of DORs they will not get to hear about a lot of their faults (albeit minor ones) and are probably smugly thinking everything is OK when we know its not.
Having said that I don't know what the answer is!
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Post by Blind Scout on Feb 8, 2006 2:10:58 GMT 1
I agree with all comments and have done all the things mentioned and probably more to avoid DORs.... Having said that I don't know what the answer is! In a so called quality registered company, there should be a reporting feedback loop. After all, the customer signs the job off as "Satisfied". We should fill in a job completion document, detailling if parts missing, damaged, incorrectly assembled, or occasionally Ok, etc. with a clearance report. i.e. DORd, repaired on site, polished out scratches. This could either be per job, or a weekly / monthly return to the FSM, along with pretty coloured graphs, just to give them something worthwhile to do for a change.  |
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Post by dennis redbottom on Feb 8, 2006 18:29:02 GMT 1
Finally , Are we having a whip around for melissa's leaving pressie? If we are, can I be the first to use it? Dennis |
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Post by greenpesto on Feb 8, 2006 18:44:23 GMT 1
Just get in the queue with the rest of us Dennis!!!!
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Post by JoY on Feb 8, 2006 18:59:10 GMT 1
Behave you lot!  |
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Post by mendipmagpie on Feb 8, 2006 22:20:51 GMT 1
Dont want to worry you folks but I fitted a DOR wood yesterday,signed it off and left. Got home couple of hours later to be contacted by customer care. "Customer has complaint re blind you just fitted can you contact her and refit old blind- DOR new one- return for repair -than return and fit at a later date"
When I rang customer she had been contacted by customer care to ensure new blind was Perfect,some chance. She noted a pin knot but was prepared to leave it, I thought pin knots where a characteristic of the product,but she was told this was not acceptable and it would be changed---at my cost in time no doubt.
God are we now looking for problems. Has anyone else had this experience.
MM
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