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Post by grumperbear on Jun 8, 2006 17:17:54 GMT 1
Once again the answer is NO.
l don't think they will put anything in writting, it would restrict them from moving the goal posts that they like to move around.
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Post by farmer on Jun 8, 2006 17:20:30 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 I certainly try to do that, Hereticus, but get no feed back, or indeed see any improvement. So with regards to our figures and conversion rates etc, they can go to hell, because until they get their side of the job right, whats the point in doing our side right... not hat we dont, but I am now only thinking of No:1, I need to make a living, and thats all i am bothered about.. On a positive point. I must THANK a lad in the service centre, I think they call him.........ISH, for sorting out the following. Brown pleated blinds to fit in roof, 25mm rails, what brackets were we sent ??, the old type face fix, couldn't use could we. So we rang and d.o.r'd them, and to his credit, he actually had the correct ones in the post this morning. Good job we checked as usual before we went to fit. So thanks ISH, if that is your name. To further aggravate my temper, today got to customers conservatory to fit 28 tab blinds. Nice big order value, mmm, nice me thinks. Trouble is first 2 blinds only drop to about 1/3rd of way down the window..... nuts ive mismeasured....check ... no i havent. The CLOWN who has made them, has put about a metre of tail to the springs in the headrail, 18 of the 28 blinds. So what was going to be a nice 2 or 3 hour job, turned out into a 5 hour job, because we had to un knot and re- tie all the friggin blinds. Good job customer was out at the time.. cos the air was hot, even hotter than the 120degree conservatory. I rand specialist products, to see if I was doing something wrong, spoke to Kia, he said no the springs should not have tails so long, and no we won't d.o.r them !!!. So of course i blew my top, Sorry Kia, but this is just typical of what is going on. Does Mr Risman realise this  Now should I moan or not about this Thats 2 or 3 hours i could have been selling or fitting .... get my drift, Hillarys, when you are begging us to give more availability. well we are begging you to get this issue right, but will you Kia said Mr Risman is prepared to come out to listen to our gripes, is that true ?? I know I need a break, but all I want to know is, do i make too much of these issues ? maybe I do. |
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*Star*man*
Full Member
Advisor with some experience - UK
Posts: 171
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Post by *Star*man* on Jun 8, 2006 20:10:35 GMT 1
To Joynmik,
Nope NOTHING in writing .
So therefore to me the changes DO NOT EXIST !
And BTW i am not signing any NEW contract!
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Post by desmorse on Jun 8, 2006 20:37:25 GMT 1
Nothing in writing, and I emailed JR and RK, as well as FSM & RSM. Fitted an order of around 15 roller blinds, DOR'd 7 for puckering - 1st DOR. Re-DOR'd for loose braiding - 2nd DOR DOR'd another for puckering - 1st DOR How's that then, says I, surely that's 3. No they say, it's the first time that blind's been DOR'd  Also had a claim going through for a damaged laminate floor, customer says I trod a screw in to it. Sent photo and report to cust care, saying don't believe I did do it, but can't prove I didn't anymore than they can prove I did. Been told CC and FSM discussed and going to resist claim, may make small payment if pushed, but no come back on me, so can't fault that  |
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amberley
New Member
Advisor 5 years
Posts: 49
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Post by amberley on Jun 8, 2006 22:23:24 GMT 1
Hello Joy
I've had a reply in writing from my FSM to my email query about a commission clawback (Originally paid in full and then clawback for 10% discount for Hillarys 3 month delay) but only to say its a grey area and he is waiting on clarification before responding - whether this will come in writing we''ll just have to wait and see.
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Post by greenpesto on Jul 11, 2006 22:57:36 GMT 1
Now I know someone is going to start shouting 'Racist' or similar for this ... but it is not said for that reason!
The advertising has gone into surrounding areas to me that we tend to ignore due to the poor return we historically get from the leads.
This is an area of ethnic minorities.
All I've had this week are leads for people who's first language is NOT English.
They have either had Mega Multi quotes on everything or have not been in!
With nearly 30 years of selling I've always found these people difficult to deal with.
If I can get away with it I'll not even go these days as I'm wasting time, effort & money.
I refuse to discount heavier for them than I would for anyone else.
If I could find the magic formula to crack this then life would be great.
In 2 days I've had 14 leads.
8 are Ethnic origin & no sales
1 self-gen - sold
1 company lead - sold
2 Awnings that could not be fitted to the area requested
2 - can't do product.
If you take out the ethnic calls my conversion is bad enough but when you add in these calls then you'll see I'm on a losing streak!
Gone are the days of 90% conversion for most of us!!!
These stupid offers are only going to generate interest from people with no money or those that won't part with it largely due to their 'free-loading, milk-the-system' life-style who'll play the 'Race' card at the first opportunity!!!
And Finally!
The funny thing is that my FSM recently asked me what I was going to do to improve my business & conversions.
Whatever I suggested ... he said I was wrong!
When I then asked him what the answer was ... his reply .... "I don't know!"
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Post by lukan61 on Jul 11, 2006 23:35:40 GMT 1
Sounds like your in the same area as me.
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Post by RED on Jul 12, 2006 0:41:22 GMT 1
Now I know someone is going to start shouting 'Racist' or similar for this ... but it is not said for that reason! The advertising has gone into surrounding areas to me that we tend to ignore due to the poor return we historically get from the leads. This is an area of ethnic minorities. All I've had this week are leads for people who's first language is NOT English. They have either had Mega Multi quotes on everything or have not been in! With nearly 30 years of selling I've always found these people difficult to deal with. If I can get away with it I'll not even go these days as I'm wasting time, effort & money. I refuse to discount heavier for them than I would for anyone else. If I could find the magic formula to crack this then life would be great. In 2 days I've had 14 leads. 8 are Ethnic origin & no sales 1 self-gen - sold 1 company lead - sold 2 Awnings that could not be fitted to the area requested 2 - can't do product. If you take out the ethnic calls my conversion is bad enough but when you add in these calls then you'll see I'm on a losing streak! Gone are the days of 90% conversion for most of us!!! These stupid offers are only going to generate interest from people with no money or those that won't part with it largely due to their 'free-loading, milk-the-system' life-style who'll play the 'Race' card at the first opportunity!!! And Finally! The funny thing is that my FSM recently asked me what I was going to do to improve my business & conversions. Whatever I suggested ... he said I was wrong! When I then asked him what the answer was ... his reply .... "I don't know!"Ohhh-ummmm, seems like conversion rates and average order values are down for most advisor's and I did not say it would happen- much. A few pocket areas seem to be holding up but generally I think down is the general direction. Bit like a bear and stag market. I was asked the same question by my FSM, my reply, I dont know why my sales are down and my quote to sale down. I do, but they dont want to hear negativity so I dont tell them, so nothing changes. A golden rule in sales is never be negative so get out those rosy glasses and pretend its all ok and it'll be Xmas before you know it. Rosy red |
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Post by phugly on Jul 12, 2006 8:04:13 GMT 1
Now I know someone is going to start shouting 'Racist' or similar for this ... but it is not said for that reason! The advertising has gone into surrounding areas to me that we tend to ignore due to the poor return we historically get from the leads. This is an area of ethnic minorities. All I've had this week are leads for people who's first language is NOT English. They have either had Mega Multi quotes on everything or have not been in! With nearly 30 years of selling I've always found these people difficult to deal with. If I can get away with it I'll not even go these days as I'm wasting time, effort & money. I refuse to discount heavier for them than I would for anyone else. If I could find the magic formula to crack this then life would be great. In 2 days I've had 14 leads. 8 are Ethnic origin & no sales 1 self-gen - sold 1 company lead - sold 2 Awnings that could not be fitted to the area requested 2 - can't do product. If you take out the ethnic calls my conversion is bad enough but when you add in these calls then you'll see I'm on a losing streak! Gone are the days of 90% conversion for most of us!!! These stupid offers are only going to generate interest from people with no money or those that won't part with it largely due to their 'free-loading, milk-the-system' life-style who'll play the 'Race' card at the first opportunity!!! And Finally! The funny thing is that my FSM recently asked me what I was going to do to improve my business & conversions. Whatever I suggested ... he said I was wrong! When I then asked him what the answer was ... his reply .... "I don't know!"I can empathise with you on this. In 12 years working for Hillarys I have only ever made one sale to our "darker brethren". They always want Best product at bargain basement prices. I know we would all like this but I also will not discount beyond a certain level. |
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Bear
Full Member
Posts: 230
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Post by Bear on Jul 12, 2006 11:10:53 GMT 1
Following on from "greenpesto" posting about not doing any business with our ethnic minorities I too have noticed a small trickle of enquiry from this area---are they running ads in the "Delhi Daily News"?
They are a TOTAL waste of time--these enquiries-- always looking to pay the square root of b***er all for the best blinds around--and always knowing someone on "the market" who does a better deal--I have now resloved to grade my leads on both street and name, and am rapidly building up "ghetto" areas where I will not go!!
Why should I waste my time in areas where there is only insults, broken glas, curry and abuse?
Co-Incidentally my FSM also rang me out of the blue and asked what I was doing to improve my business--plainly they have all been given this script as Head Office now realises it is devoid of sales ideas.
The FSM thing tried to construct a conversation around "positivity"
It went like this..
What plans have you for improvement in your weekly income??
Ans. Cutting down the time I spend doing Hillarys Blinds in sh**e areas
Why are you being negative abouit this?
Because I am losing money every day on your leads and existing customer calls to me are all that keep me going. I am 40% dependent on clients ringing me.!
That really lit a fire under its backside!!
"Why are they ringing you"--They are supposed to ring the number on the 10% OFF voucher and Central will get them the quickest possible appointment--I cant understand it!
Well sorry that did it for me!
"My response was that My number is on the invoice and on my card left with them---I do not give out the 10% voucher, dearest FSM, because that means I give away 10% of my pay next time round.
Maybe they rang me because if they ring Hillarys they get some tit reading a script that sound like its "half-badger and half goblin" language and ends up confusing them.
Maybe they havent got 10 minutes to wait to register the fact they want to buy.. and anyway the enquiry might go to another adviser as you've so kndly put 2 more near to me without even telling me?
My first loyalty is to me--and my biggest competitor is Hillarys
So be thankfuil for what you are getting from me as I am saving it from going to the competition and why dont you concentrate on raising quality enquiries instead of picking my brains so that I am supposed to do your job.
I wait now for another adviser ad to be in local paper as I am sure the FSM tit had a hidden agenda in trying to goad me into stabbing myself in the back. The swine.
If so then any further enquiries from old clients will be placed in a different category--if you follow my drift.....
One hacked off Bear----Trying to be positive but failing miserably in the fact of thingy-management
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blindsfitter
Junior Member
"I do this because its a service to mankind-not because I like doing it"--Al. Pierpoint , hangman.
Posts: 75
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Post by blindsfitter on Jul 12, 2006 11:33:56 GMT 1
Having a day off as Hillarys have zip appointments in for me today
Reading that last post did you realise ---thats the educated amongst you --that "FIELD SALES MANAGER" is actually an ANAGRAM of "FALSE IDLE MANAGERS"----many a true word was spoken in jest--just a thought as I have my chocky bikky and coffee before the next fit.
If my FSM rings to ask the same question it'll be the first time we will have spoken since MARCH17th ( St Patricks Day--thats 4 months !!)--is this a record, or can anyone better that???
ARE THEY A WASTE OF SPACE OR WHAT???
Blindsfitter
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Post by hereticus on Jul 12, 2006 14:08:20 GMT 1
Sorry, but can't agree with you on all of this (here goes Hereticus again - always finding the positives where possible).
Many of the comments are beyond contention - ultra cheap offers, ghetto areas, customers expecting something for nothing - all part of our daily lives (the less agreeable part).
On the subject of 'ethnic minorities', however, my experience is very different. I've had many customers over the years from ethnic neighbourhoods who have not only ordered blinds but have come back for more and recommended me to friends and family. I would estimate that my conversion rate in these areas is nearly as good as on 'nob hill' and that my repeat business and recommendations are every bit as good. An example - a 'Mrs Shah' in the ethnic quarter of Aylesbury - started wth her living room, then did the rest of her house, then a couple of blinds round the corner for her mum, then the whole of her sister's house, the whole of a friends house a couple of miles away, and even a blind for the window of her husband's minicab business. If only every customer led to this sort of business !
Also, whilst I am in an affluent area with very few council owned properties, I generally find that council tenants are far more accepting of what things cost in the real world - it is the more affluent customers who want to argue the toss and negotiate discount.
I'm sure a lot of it has to do with approach - if you enter a property expecting to come out with nothing then that is precisely what you will get, but go in with a positive approach, build some kind of rapport with the customer, and you can be surprised at the outcome. Of course, there are still the odd properties that you don't want to enter at all !
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Post by greenpesto on Jul 12, 2006 22:00:14 GMT 1
Also being of a positive nature ( for the most part! ) ... You can positively have ALL my ethnic customer leads with pleasure.  Only too glad to 'off load' them to someone who can do something with them! If you don't mind heavy 'passive smoking' ... you can positively have all of them too! Happy selling!  |
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Post by golfsthegame on Jul 12, 2006 22:13:47 GMT 1
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*Star*man*
Full Member
Advisor with some experience - UK
Posts: 171
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Post by *Star*man* on Jul 12, 2006 23:52:36 GMT 1
Wonderful customer i met today , measured Kitchen Window (175 x 100) for 127mm Vertical . Lovely Lady selected OSLO fabric and a nice price was dealt to her (£90 odd).
Then she starts on about wanting Fire Redardent , as the sun is so hot in that window? I nearly died ! She was thinking blinds COULD catch fire.
20 mins later, having explained certain fabrics are fire redardent , not fire resistant! (ie they'll all burn if you put a match to 'em ) she says can OSLO fabric be TREATED for fire safety.
Well i gave up - left a quote and returned to my air conditioned car hoping that i would not self combust .
Jeez, some people!
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