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Post by nonails on Mar 13, 2006 21:46:33 GMT 1
Noticed a couple of posts today & ystdy telling how commission is being docked BEFORE we get credited for the balance being rec'd at Nottingham. Well Motters & Bear, and whoever else I am the latest recruit. I have had £18.35 circumcised from my commission account last weekend, (only got round to reading it now, and checking it off--as I don't trust the swine any more!). Turns out customer who was fine when I left the job and paid in full, thought it would be clever to ring and ask about removing stain from conservatory door venetians her daughter had managed to smear with muck. Customer care apparently was fine on the fone and gave her detailed instructions. In passing she said to Cust.Care that she felt she had gone for a shade of Acacia that was a bit too light, and with hindsight "maybe I should have gone for the darker one". Well blow me down if Hillarys didnt offer her £125.00 refund to keep her happy. I got docked at the end of the week. No word from Customer Care. No word from B. Useless FSM Nothing from Regional person-thing No word from Commissions--just a deduction. Every swine and his dog in Nottingham seems to have the God-given right to offer things which directly serve to reduce our take home. THIS IS NOT WHAT WE WERE TOLD WOULD HAPPEN. THE "SPIN AND LIES" MERCHANTS ARE BACK WITH A VENGEANCE. So Someone, PLEASE tell me why do we bother even discussing matters with these people. The do not "follow through" They are just UNTRUSTWORTHY, and not worthy of our time or efforts. I no longer feel I wish to be a "patsy" for them to keep ripping me off.. Anyone else think similar or is it only me  ? Nonails |
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Post by greenpesto on Mar 13, 2006 22:54:01 GMT 1
Why not insist ALL customers pay the balance in CASH?!!!
Hold onto it for a few weeks!!! ... Then if there is a refund to the customer ...( & therefore a clawback )... you can then pay in the new balance & keep the difference for yourself!!!!!
Chasing cash is difficult at the best of times!!
Seems just as fair as deducting money from us ILLEGALLY!!!!
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Post by desmorse on Mar 13, 2006 23:03:32 GMT 1
I feel many of these problems have arisen since they amalgamated customer care and service support. Service support type people are helpers, customer care type people should help but see both sides and have both business acumen and backbone.
The people who now speak with customer are weak and scared to say boo - they just give customers big discounts to get them off the phone. We don't matter, in their eyes we earn so much money we won't notice it.
Apologies to some of you at customer care/service support, some of you are brilliant, but unfortunately some aren't and should not be allowed to speak to customers or give discounts without a team leaders written authorisation. I bet if Hillarys looked at customer cash backs now compared to 6 months ago, they'd be horrified.
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Post by greenpesto on Mar 13, 2006 23:08:56 GMT 1
Rather than get authorisation from a 'team leader' they should ring an FSM for a code like we do!!!!
That'll stop them 'dead' because -
a.) You can't get hold of an FSM
b.) The 'buggers' won't ring back
c.) The FSM will say 'NO' & won't help ... just like they do with us!!
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Post by saxman on Mar 14, 2006 2:29:31 GMT 1
Rather than get authorisation from a 'team leader' they should ring an FSM for a code like we do!!!! That'll stop them 'dead' because - a.) You can't get hold of an FSM b.) The 'buggers' won't ring back c.) The FSM will say 'NO' & won't help ... just like they do with us!! good point.......... well made........... ;D |
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Post by grumperbear on Mar 14, 2006 9:37:00 GMT 1
Have you seen any improvements since the meetings at Reading and Leeds?
Nothing has changed at all. lts still is all take and no give.
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Post by keenasmustard on Mar 14, 2006 10:09:51 GMT 1
better still whats wrong with them ringing the advisor instead of fsm we know how busy they are  and then they would get the true picture.also whats wrong with saying to the customer no deal its what you picked and if you want to change the colour we may be able to give you a discount on the price of the new fabric.this way everybody is happy ;D surely the ethos of our calls is that the customer chooses, we advise, but they choose so if its wrong then its their fault.If this is so wrong then I'm afraid there is only one way hillarys is going and thats down unless they change this attitude. I have a saying which i say to customers that want me to guess a window size thats not ready.I only want to make the blind once and you only want to pay once if its wrong then thats their fault and they have to pay again.it make most of them see sense. |
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Post by brazil on Mar 14, 2006 10:57:23 GMT 1
Totally agree 'Italian sauce man' ! May I put in aword for my FSM ? Customer Care think we are running a charity. I fitted two wooden venetians last week. They were perfect (thank you Washington). Customers husband ,who was not present at the sale, rang CC and complained that the blinds were too dark for the room (Oak Leaf). Customer care told him that the Advisor would get a goodwill code from his FSM and he could choose another shade. My FSM, who lives beside the seaside, agreed with me and said 'no way, they have got what they ordered' So they are not all bad. Or am I just lucky ?
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Post by desmorse on Mar 14, 2006 11:31:07 GMT 1
Totally agree 'Italian sauce man' ! May I put in aword for my FSM ? Customer Care think we are running a charity. I fitted two wooden venetians last week. They were perfect (thank you Washington). Customers husband ,who was not present at the sale, rang CC and complained that the blinds were too dark for the room (Oak Leaf). Customer care told him that the Advisor would get a goodwill code from his FSM and he could choose another shade. My FSM, who lives beside the seaside, agreed with me and said 'no way, they have got what they ordered' So they are not all bad. Or am I just lucky ? This does highlight that it depends totally on who you get. I had a customer complain recently that her wood shade had been discontinued, chose nearest to it, then complained. "Customer care" offered to replace 6 other blinds 2 years old. FSM said he would pay me as service call, but in phoning it in, spoke with Alison who couldn't believe it, passed it up to team leader who squashed it. Apparently, chap who made original offer is well know for giving anybody anything they want plus a "brucie bonus". No training, no consistency |
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Post by euroweb on Sept 13, 2006 9:58:38 GMT 1
Just had my delivery, or rather just moved it into the garage. Its my day off today, so Im usually around to open the garage when the van arrives, but it looks like the famous Dracula has taken over my run too, I was just relaxing making a cup of tea as my wife was going out to take the kids to school, when she came back in to tell me, theres a lot of boxes in front of the garage !. I went out to find my delivery of 92 blinds piled up in front of the garage door. I had to move them before I could even open the door to get them in out of the rain that was just starting to fall !!.
Anyhow that dealt with, whilst I was putting the blinds away, I noticed a large order for a customer I didnt remeber selling to, on checking the paperwork, I was right, I had left her a quote for just over £1,200. Obviously quotes had converted her and not informed me, well as you can imagine I was rubbing my hands together thinking of the £170 odd quid comission, until I saw on the invoice they had discounted her to £737, now dont get me wrong, Im still happy with just over £100 quid, but thats an almost 40% discount. I had another one which quotes did tell me they converted with 26% discount.
I certainly welcome the extra comission, but on whos stats is the discount going to show up ?. And if quotes can discount to this level then why dont we, as I know my local competitors regularly quote 20 to 25% less than my prices.
I was told quotes would normally discount about 6% but I guess it just shows how desparate someone is to make those numbers.
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Post by glen on Sept 13, 2006 11:02:22 GMT 1
Hi euroweb,
Been said before, but you sell the job based on the commission you earn if your happy with that, sell the blinds. ;D
Glen
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Post by desmorse on Sept 13, 2006 16:58:31 GMT 1
Im still happy with just over £100 quid, but thats an almost 40% discount. I had another one which quotes did tell me they converted with 26% discount. I certainly welcome the extra comission, but on whos stats is the discount going to show up ?. YOURS!, is the simple answer. Any discount given by quotes affects your figures - just make sure you have the details to hand when accosted by your FSM |
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Post by thelloydgang on Sept 13, 2006 17:00:48 GMT 1
Hi Euroweb (whoever you are!)
Make sure you inform your FSM if you're unhappy with the service you're getting from the delivery driver. If we don't inform head office how are they to know!
Does he have a key to your garage? This is definately unacceptable delivering blinds like this and certainly needs to be flagged up so head office are aware.
Karen ;D
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Post by Paul D on Oct 5, 2006 9:08:28 GMT 1
Or there was my customer who would not specify a fit date when she ordered as she did not have her diary.
When the blind came in I phoned her, got answerphone, left message. Got phone call from Customer Care asking me to ring customer who had been on the phone to them (ignoring my direct number that I had left). Phoned again - no answer - left message. Repeat for several weeks.
Eventually the customer answers and tells me she does not use that phone any more - she has a new one. Apparently she told Customer Care - they did not tell me!
Guess what?! She gets a £100 reduction for a late fitting, so I lose £15 because she and/or Customer Care cannot be bothered to give me the correct phone number. Doh!
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and then they would get the true picture.also whats wrong with saying to the customer no deal its what you picked and if you want to change the colour we may be able to give you a discount on the price of the new fabric.this way everybody is happy ;D surely the ethos of our calls is that the customer chooses, we advise, but they choose so if its wrong then its their fault.If this is so wrong then I'm afraid there is only one way hillarys is going and thats down unless they change this attitude.