Quotes dept

[farmer]

Having not heard anything from the quotes dept for well over a month now.
Not had quote converted for even longer than that. i was wondering if "it was ONLY ME".

I thought i had some cast iron certanties for conversion. Upon ringing the customers myself, they told me no one had ever rung them from HQ.

Whats going on..................


Funny how they can ring (my customers anyway) to check up and see exactly what they have ordered, on an order they have made.

Just curious

[JoY]

farmer said:

Having not heard anything from the quotes dept for well over a month now.
Not had quote converted for even longer than that. i was wondering if "it was ONLY ME".

I thought i had some cast iron certanties for conversion. Upon ringing the customers myself, they told me no one had ever rung them from HQ.

Whats going on..................






Funny how they can ring (my customers anyway) to check up and see exactly what they have ordered, on an order they have made.

Just curious

I have asked Dean (who regularly log on here) to watch out for my quotes. He then lets me know the outcome by sending me a pm. Ask him...... he's one of the good guys! ;D

[RED]

farmer said:

Having not heard anything from the quotes dept for well over a month now.
Not had quote converted for even longer than that. i was wondering if "it was ONLY ME".

I thought i had some cast iron certanties for conversion. Upon ringing the customers myself, they told me no one had ever rung them from HQ.

Whats going on..................


Funny how they can ring (my customers anyway) to check up and see exactly what they have ordered, on an order they have made.

Just curious

No Farmer, you are not on your own. None of my quotes sent in for over 2 years have been converted and we must be talking of around 500 plus quotes so thats a lot of work for no return.
And no, the customer has never been contacted. The only contact they have from Hillary's is to check up on me. I know this because people tell me so.
I dont think Hillary's realize the relationship of trust we advisor's cultivate with our customers. So it maybe come as a surprise to find out that we know they check up on us and it shows a lot of trust they have in advisor's of good standing that have worked for Hillary's for years. All part of the need to be in control of every aspect.
A bit cynical I know but thats how it is.

Red

[dibsdobs]

I don't bother sending in quotes at all now.

They hardly ever convert, and since the head girl there left its gone down hill.

The last girl there, I spoke to, was a right mouthy c#w, and all I wanted was for a business quote to be typed up and sent. She refused to do it. I wish I could remember her name, she was new sounded abit foreign and had an unusual name.

Any way......... no more quotes from me!

[Blind Scout]

Agree Dean is one of the good uns.

Only this week I had an e-mail from Javid, converting a quote.

Not all the blinds, just the romans, he also had uped the blind to chain wind (not sure if he increased price, must check), and asking me to contact customer for a fit date. I tried to contact him the following day to see if he was aware the customer had a choice of internal or external fixing, as it makes a difference to the sizes. He's on holiday.

So I need to contact the customer, before 6pm as I need to be able to contact diary, before CL use the same slot. We need to be able to add a fit or service visit into SAM, or have a contact at HO to be able to add these whenever CL are open.

[Dean]

stonehills said:

farmer said:

Having not heard anything from the quotes dept for well over a month now.
Not had quote converted for even longer than that. i was wondering if "it was ONLY ME".

I thought i had some cast iron certanties for conversion. Upon ringing the customers myself, they told me no one had ever rung them from HQ.

Whats going on..................


Funny how they can ring (my customers anyway) to check up and see exactly what they have ordered, on an order they have made.

Just curious

No Farmer, you are not on your own. None of my quotes sent in for over 2 years have been converted and we must be talking of around 500 plus quotes so thats a lot of work for no return.
And no, the customer has never been contacted. The only contact they have from Hillary's is to check up on me. I know this because people tell me so.
I dont think Hillary's realize the relationship of trust we advisor's cultivate with our customers. So it maybe come as a surprise to find out that we know they check up on us and it shows a lot of trust they have in advisor's of good standing that have worked for Hillary's for years. All part of the need to be in control of every aspect.
A bit cynical I know but thats how it is.

Red

We aren't really checking up on you it's just the pretence we use to find out why the customer didn't order in the first place. It's just part of the call structure to find out how things went and why they didn't order so we can sort out whatever it is if possible and get an order.
Personally I don't care how the visit really went and nobody makes any notes on advisor performance in here unless it's something really drastic. Obviously it helps if things went smoothly but it doesn't always happen like that, we know that.
But thats why you get that feedback from the customer.


___________________________________________

By Joy.....

Thanks Dean...... always two sides to everything ;D

[desmorse]

Last year I had a whole house quote for clouds, 2/£99 converted with a 23% discount. I refused to fit them at that price, as did 3 other advisors in the area, so I was paid an extra service call to cover my loss.
Last month I had a letter telling me customer was being pursued for a bounced cheque - just about sums up the type of customer we were targeting at the time.

Luckily, the worst I have at the moment is 3/£149, my conversion rate and AOV is at an all time high

[RED]

dean said:

stonehills said:

No Farmer, you are not on your own. None of my quotes sent in for over 2 years have been converted and we must be talking of around 500 plus quotes so thats a lot of work for no return.
And no, the customer has never been contacted. The only contact they have from Hillary's is to check up on me. I know this because people tell me so.
I dont think Hillary's realize the relationship of trust we advisor's cultivate with our customers. So it maybe come as a surprise to find out that we know they check up on us and it shows a lot of trust they have in advisor's of good standing that have worked for Hillary's for years. All part of the need to be in control of every aspect.
A bit cynical I know but thats how it is.

Red

We aren't really checking up on you it's just the pretence we use to find out why the customer didn't order in the first place. It's just part of the call structure to find out how things went and why they didn't order so we can sort out whatever it is if possible and get an order.
Personally I don't care how the visit really went and nobody makes any notes on advisor performance in here unless it's something really drastic. Obviously it helps if things went smoothly but it doesn't always happen like that, we know that.
But thats why you get that feedback from the customer.


___________________________________________

By Joy.....

Thanks Dean...... always two sides to everything ;D

Thanks Dean for the feedback but you have it wrong, The calls I am on about are calls made after the fit or sale. No calls ever go out to customers after a quote. For me anyway.
I know this because occasionaly a quote customer rings me to place the order sometimes weeks after. I always ask did Hillarys ring you and the answer is always no. Only after a sale and fit do customers seem to get calls.

Red

[Dean]

stonehills said:

dean said:

We aren't really checking up on you it's just the pretence we use to find out why the customer didn't order in the first place. It's just part of the call structure to find out how things went and why they didn't order so we can sort out whatever it is if possible and get an order.
Personally I don't care how the visit really went and nobody makes any notes on advisor performance in here unless it's something really drastic. Obviously it helps if things went smoothly but it doesn't always happen like that, we know that.
But thats why you get that feedback from the customer.


___________________________________________

By Joy.....

Thanks Dean...... always two sides to everything ;D

Thanks Dean for the feedback but you have it wrong, The calls I am on about are calls made after the fit or sale. No calls ever go out to customers after a quote. For me anyway.
I know this because occasionaly a quote customer rings me to place the order sometimes weeks after. I always ask did Hillarys ring you and the answer is always no. Only after a sale and fit do customers seem to get calls.

Red

Well they wouldn't be calls made by us, we don't call customers after fits or orders have been placed to check on the service. We do ring the quotes you send in though. I've checked the last couple of months of quotes on your account and every one of them has been rang at one time or another.

[aikido]

Called with a customer today spent an hour measuring and talking over fabrics Only to be told "Well thanks I will now go on the internet and place my order. As there is a 30% discount at the moment with hillarys. You have been very helpfull bye bye."

[RED]

dean said:

stonehills said:

Thanks Dean for the feedback but you have it wrong, The calls I am on about are calls made after the fit or sale. No calls ever go out to customers after a quote. For me anyway.
I know this because occasionaly a quote customer rings me to place the order sometimes weeks after. I always ask did Hillarys ring you and the answer is always no. Only after a sale and fit do customers seem to get calls.

Red

Well they wouldn't be calls made by us, we don't call customers after fits or orders have been placed to check on the service. We do ring the quotes you send in though. I've checked the last couple of months of quotes on your account and every one of them has been rang at one time or another.

Thanks for your efforts Dean, much appreciated but someting must be going on then. I have only yesterday had a quote customer ring me to place the order, I quoted her about two months ago and she has never heard from Hillarys either.
But that aside and assuming all my quotes are rang up, then why the nill return on them? My brain hurts anyway, I am sick tonight with flu.

Red

[Dean]

stonehills said:

dean said:

Well they wouldn't be calls made by us, we don't call customers after fits or orders have been placed to check on the service. We do ring the quotes you send in though. I've checked the last couple of months of quotes on your account and every one of them has been rang at one time or another.

Thanks for your efforts Dean, much appreciated but someting must be going on then. I have only yesterday had a quote customer ring me to place the order, I quoted her about two months ago and she has never heard from Hillarys either.
But that aside and assuming all my quotes are rang up, then why the nill return on them? My brain hurts anyway, I am sick tonight with flu.

Red

There are times when are unable to contact customers, we will leave customers messages if we can't get hold of them after 3 calls. There are 1000's of quotes on the system and we try to connect as many as we can but theres only so many people we can contact.
I'm not sure why your quotes don't get converted, but i'll look into any quotes that come in on your account and see how they are doing and try and pinpoint any particular reasons for it.

[RED]

dean said:

stonehills said:

Thanks for your efforts Dean, much appreciated but someting must be going on then. I have only yesterday had a quote customer ring me to place the order, I quoted her about two months ago and she has never heard from Hillarys either.
But that aside and assuming all my quotes are rang up, then why the nill return on them? My brain hurts anyway, I am sick tonight with flu.

Red

There are times when are unable to contact customers, we will leave customers messages if we can't get hold of them after 3 calls. There are 1000's of quotes on the system and we try to connect as many as we can but theres only so many people we can contact.
I'm not sure why your quotes don't get converted, but i'll look into any quotes that come in on your account and see how they are doing and try and pinpoint any particular reasons for it.

Thans Dean.
Red

[mendipmagpie]

Dean
Can you throw any light on whether or not the quotes team check the original order value before offering a discount.Today I had a conversion equivilant to 24.3%. It followed an e-mail from area mgr requesting agents to keep an eye on over discounting.
MM

[desmorse]

If I offer a customer a discount, and they still don't order, I leave the original value on SAM, even if the SAM price is wrong due to 3/ offers.
I've found in the past, that quotes do not look into what the original order value should be, and to be fair, you can't expect them to. So they'll just discount whatever you've quoted. Even putting a note saying "already discounted - do not discount any more" either gets missed or ignored, don't know which.