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Post by hereticus on Jun 2, 2006 17:48:32 GMT 1
Only four leads booked in today, plus three simple fits and one return visit with DOR blinds - so how did it go.
- first call, sell two venetians, £ 150.00, done in fifteen minutes, good start to the day.
- drive fifteen miles to next appointment (only booked late yesterday) to find customer not in, wait fifteen minutes, go off to fill up with petrol and call back again, still not in, so abandon as customer no-show.
- third appointment, new conservatory, possible roof and sides at around £ 4500, trouble is it's not finished yet so can't measure anything, also customer tells me that she's getting five quotes !!
- fourth appointment, customer in, wants wooden venetian for bedroom window but can't measure because hubby works shifts and is asleep (so why did she book that time slot), and can I just show her the colours, give her a price, and go back and measure another time (sure thing - I just love making two visits where one should do).
- first fit - forget it, blind hasn't arrived with me even though ordered more than three weeks ago.
- second fit - same thing (I'm catching your problem, Phugly)
- third fit - one vertical blind, no problem, done in ten minutes
- DOR roof blinds - arrive at customer and unpack blinds to find that they've made a mess of them again so my time wasted (and be sure that I'll claim the compensation fee for the second return visit).
So, my day involved six hours and two gallons of petrol, made one sale at £ 150.00 and fitted one blind at £ 117.00 - wish I'd stayed in bed this morning !
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alcli01957
Junior Member
ACCY STANLEY Div 2 Hello boys we're back! & Bloody well staying this time!
Posts: 72
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Post by alcli01957 on Jun 3, 2006 0:05:47 GMT 1
Even better this week. Learnt that two customers have cancelled-one for wood ven ordered in March, finally told can only do with split controls in May & both customer & me told yes on way, no out of stock more times than a pro's knickers on payday! loss £178-second confirmed roof job in 25mm. I did roof blinds for 5 years so know was possible & for no of blinds quoted. Sent specialist??? out who said may need more blinds & never got back to customer with extra which wasn't needed anyway. Two weeks of yo yo on phone trying to find out what the hell was going on. Wed customer rings HO & is fobbed off & passed around for 35 mins & then tells em to stuff it cos she's going elsewhere! loss £1900. Wh is going to compensate me for doing my job & then getting idiots stuffing up & loosing good orders? I am gonna have a d**n good go at claiming something back & an essay to JR as to what his troops are costing the company!!! I can't afford to throw away £130 + of my hard earned money away plus incidental costs in calling cust, HO, cust etc. Answers on a postcard to JR, Colwick, Notts!!
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Bear
Full Member
Posts: 230
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Post by Bear on Jun 3, 2006 10:12:20 GMT 1
CLG Triumph again!!!!!! Went on the only call I have today at 09.30am as they asked for an early time in the 9/12 slot. Ring the bell, & after a bit of a kerfuffle the door is answered somewhat briskly by a slightly harrassed lady. "Yes?!" Good Morning, I'm ------ ----- from Hillarys Blinds , you asked for an early appointment round 09.30 so here I am? How are you?? "Mystified, " she replies, " Why have they sent 2 of you? ""2" says I??? Yes says she--" Your colleague got here 5 minutes ago!!!!!!!!!!!! Who's that says !  ? ...and guess who sticks his head round the door on hearing the word "Hillarys " Only an Advisor who has come 19 miles to his only call of the day!!!!!!!!!!!!!!!! All I can do is apologise and retreat having only travelled 2 miles. As to how someone who is not on my patch, and according to my knowledge 2 advisor patches away south of me can be in my area--duplicating..I am mystified. But then the call was booked by CLG,---so thats all right then!!! At least I have all day to study that brochure and website of that Blind Company that want Agents/Fitters in this area, at my leisure. There are times...... Am I now beginning to detect in Hereticus' postings that even he is experiencing frustrations in the ham-fisted thingy-up that is Hillarys Blinds Ltd?? Just where are we going folks?? Bear |
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Bear
Full Member
Posts: 230
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Post by Bear on Jun 3, 2006 10:36:15 GMT 1
So..to follow on then....( Because I'm really angry!!! ) I ring up CLG and ask who, how, and why I have been sent on duplicate appointment? ?? After a bit of fannying around, I get the reply " We think it must be a mis-keyed entry--sorry about that" Who was the guy who went then, and why is he on my patch? ? Sorry, we cant telly you that---Data Protection doesn't allow us to give out details on other Advisors where there might be ensuing conflict and anyway we would need both Advisors written permission to divulge the info, and anyway then its at our discretion!!! You have my written permission to give my phone number to customers who ring up so why dont you do that??? ""All requests for Advisors numbers are now being done via CLG who speak to the enquirer and make either a sales or a service appointment." "The customer is only ringing in for one of those 2 things and we need to control it. It is pointless really for a new or existing customer to ring any Advisor directly. We cant control the outcome, or frankly allow it to occur.!"" Advisors dont usually have the abilitiy or knowledge to discern the real intention of the enquirer. We are trained to do that!" At that point all I can say is " I must have wrong number, I wanted Hillarys Blinds, and I've been put through to an asylum" Then I shot myself. Bear |
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Post by Blind Scout on Jun 3, 2006 11:04:25 GMT 1
Only four leads booked in today, plus three simple fits and one return visit with DOR blinds - so how did it go.... Arn't you lucky. I had 2 appointments today. First was a fit, 1 25mm venetian 220 long. Triangular box was re-enforced with the card-board angle held with the binding tape and the ends stapled. Inside box, venetian was bubble wrapped, and had paper spacers between top slat and head-rail. Pity the end caps were missing. Another cut back? Another trip to the car, all my samples now have no end caps, I'm totally out. Ordered some weeks ago, and got all sizes for bottom rails, but the 25mm top rail ones ain't there. Need to try and order again. Took half hour to get the blind out of the packaging! Second was an evening appointment. Small porch, 4 vertticals. Customer chose 2 fabrics, priced at £306. Offered Lace Willow at £240. Shown the door. Total sales appointments all week, 6 + 1 self generated; 11 fits. Total sales £511.00 And you think you had a cr***y day. I've had a cr@@@y week. |
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Post by Blind Scout on Jun 3, 2006 11:18:36 GMT 1
So..to follow on then....( Because I'm really angry!!! ) I ring up CLG and ask who, how, and why I have been sent on duplicate appointment? ?? ... Had the same problem. Wrote to Hillarys "This week I have had 4 appointments in my diary. Tonight, the last for this week, for customer 369-7759, Ms xxxx, address xxxx, involved me in a 17 mile round trip, to discover another agent xxx-xxx xxxx, had already been at the customer at 4pm. It was in my diary for a 6-9 EVE appointment. As I hold this error as a Hillary's fault, I want to be reimbursed for my wasted time and milage, I would think that the standard service fee of £20.00 should cover it. Further, can you investigate why 2 agents apparently had the same customer in their respective diaries." And guess what. Reply from CLG would investigate, not heard of since. As to re-imbursement of travel and time expenses, Take this up with FSM. The other agent is even further away. He is new, and I think getting the majority of leads, as I think I have upset the FSM a little with my musings. |
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Bear
Full Member
Posts: 230
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Post by Bear on Jun 3, 2006 12:41:05 GMT 1
So..to follow on then....( Because I'm really angry!!! ) I ring up CLG and ask who, how, and why I have been sent on duplicate appointment? ?? ... Had the same problem. Wrote to Hillarys "This week I have had 4 appointments in my diary. Tonight, the last for this week, for customer 369-7759, Ms xxxx, address xxxx, involved me in a 17 mile round trip, to discover another agent xxx-xxx xxxx, had already been at the customer at 4pm. It was in my diary for a 6-9 EVE appointment. As I hold this error as a Hillary's fault, I want to be reimbursed for my wasted time and milage, I would think that the standard service fee of £20.00 should cover it. Further, can you investigate why 2 agents apparently had the same customer in their respective diaries." And guess what. Reply from CLG would investigate, not heard of since. As to re-imbursement of travel and time expenses, Take this up with FSM. The other agent is even further away. He is new, and I think getting the majority of leads, as I think I have upset the FSM a little with my musings. "Take it up with the FSM" is a non answer. In fact it is the answer to a different question!!!! Why would I take it up with the FSM They cannot write me a cheque??? tHEY DID NOT CAUSE THE thingy-UP--YOU, IN HEAD oFFICE DID---yOU d**n WELL SORT IT??!!! They are my only source of contact with the Company. They employ me, frankly, the Company does not. If the FSM wants rid of me they can starve me out and not even have to mention it to Ross K or any other ineffectual suit in Colwick. WHY ARE WE SO DESPISED? ? SOMEONE --SOMEWHERE ANSWER ME FOR CHRISSAKES? |
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alcli01957
Junior Member
ACCY STANLEY Div 2 Hello boys we're back! & Bloody well staying this time!
Posts: 72
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Post by alcli01957 on Jun 4, 2006 23:37:18 GMT 1
I was a little busier Sat due to my normal one appointment being triplicated plus a fitting so four jobs in three postcode areas in three hours. Then one of CLG jobs, had to be furthest away was empty house & no one in! I have started ringing no shows in & requesting they be taken off my appt list now. The other two- well of course they wanted 4 for 129. The job is becoming a joke.
As for the comments to Bear: we are trained to do that-What the hell were we doing with local phone no's advertised before the lunatics took over the assylum- answers on a postcard to Rampton Secure wing, Liverpool C/O Nottingham & any cul de sac available!
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Post by lukan61 on Jun 5, 2006 21:13:00 GMT 1
Never ever had this when the local Hillarys shop used to manage my diary!!
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dolly
Full Member
Posts: 243
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Post by dolly on Jun 5, 2006 22:51:01 GMT 1
So after CLG's usual brilliance. I have a fit appt. Good order 17 rollers only they have sent the wrong size brackets. Of course i have a few spares and they go on holiday on Thursday and want them up while they are away, understandable. So i put myself out to avoid them cancelling or getting a discount by getting them up temporary with my oddments.
So when they come back i will have another trip to spend an hour replacing 95% of the brackets so they all match.Whats the odds they're back from Florida before the brackets have arrived?
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Post by hereticus on Jun 8, 2006 10:58:20 GMT 1
On 2 June I started this thread with the tale of one of those bad days we all get - some would say too many - which included the following example :
- drive fifteen miles to next appointment (only booked late yesterday) to find customer not in, wait fifteen minutes, go off to fill up with petrol and call back again, still not in, so abandon as customer no-show.
So what happened subsequently ? Most times we just write these things off, have a whinge on the forum, and get on with it but on this occassion I decided to follow through.
I spoke to the customer later that day only to be told that she had been promised a 9.00 appointment and, when I hadn't shown up by 10.00, had to go out. I re-checked SAM to confirm that there were no notes with the appointment and then I emailed CLG with the whole story and requested an investigation.
The outcome is that they did investigate, they recovered and listened to the recording of the appointment booking conversation, they confirmed that the customer had indeed been promised a 9.00 am appointment, and confirmed that no notes were made. They acknowledged that the operative should not have made the promise, that any 'request' for a time should have been noted, and confirmed that action was being taken to :
- talk to the particular operative to point out the error of his/her ways
- record in the CLG QC log
- remove the appointment from my diary so that it does not affect my conversion statistics
- use as an illustration in future CLG team appraisal / training sessions
I would call this a satisfactory and professional outcome and proves that following through does really work. There is a lot of moaning on this forum about poor quality leads but that's all it is - moaning from advisors who can't actually be bothered to feedback the information so that the cause can be identified and tackled at source, thus improving the situation in the future.
Next time you are the victim of a CLG inspired wild goose chase, just set out the information that you have, especially the customer number, and email to :
CLGTeamLeaders@hillarys.co.uk
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Post by BlindWizard on Jun 8, 2006 11:14:34 GMT 1
Agree with what you say hereticus re doing something about these issues instead of just moaning. I'm trying to sort out an issue regarding service calls put in my diary (will post about it when I have an outcome) but at the moment just getting I'm following orders from support team leaders speak to your FSM and no response from FSM but will persevere.
With regard to your issue there should have been a 5th outcome being a payment for your time and travel costs as this is another example of us paying for their mistakes.
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Post by greenpesto on Jun 8, 2006 11:29:40 GMT 1
I've done my one call for today.
I've caught up with whats going on here.
So, I'll be off 'fishing' now!!!
You could say ... "Another Carp day!" ;D ;D ;D
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Post by JoY on Jun 8, 2006 15:44:25 GMT 1
I think this is okay under this heading........ HAS ANYONE..... EVEN ONE SINGLE PERSON.....HAD A REPLY IN WRITING, TO QUESTIONS ASKED ABOUT THE RECENT CHANGES MADE REGARDING DOR'S, SERVICE CALL PAYMENTS, MISMEASURES, PL INSURANCE, CLAWBACKS (AND REPAYMENT ON ILLEGALLY CLAWED BACK MONIES)?? I HAVE EMAILED MY FSM, AND OTHERS, SEVERAL TIMES. IT SEEMS MY FSM AND ROSSK ARE HAPPY TO ANSWER QUESTIONS ON THE PHONE, BUT RELUNCTANT TO PUT ANYTHING IN WRITING. I HAD A LENGHTY CONVERSATION WITH MY FSM , WHO EXPLAINED THAT IT WAS MUCH EASIER TO DISCUSS THE ISSUES ON THE PHONE RATHER THAN TRY TO PUT IT IN WRITING. WELL I DON'T THINK SO!!!!!!!!!I CAN'T HELP BUT WONDER WHY THEY WON'T PUT ANYTHING IN WRITING? DO YOU THINK FSM'S HAVE BEEN TOLD NOT TO?SO.....ALL YOU ADVISORS WHO LOG ON DAILY BUT NEVER POST...JUST ONE WORD ANWERS WILL DO...
HAVE YOU HAD WRITTEN ANSWERS?
YES OR NO??I feel another poll coming on.......  |
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Post by BlindWizard on Jun 8, 2006 15:53:45 GMT 1
Nope not at all. Even through Mr Risman said the points would be answered in reply to my original email to him that I posted a copy of on here. These are changes in our contractual agreement and therefore should be clarified in writing. I am in no doubt that they would like it kept ambiguous so that goalposts can be moved at any time. The following thread is related to this and I think this is the only way we will be able to understand how the rules are bring interrupted by hq. hillarysblinds.proboards55.com/index.cgi?board=hillarysfeedback&action=display&thread=1149720894 |
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