New advisor payments !!

[greenpesto]

Here's another thought!

If a customer phones to report a fault & I'm unavailable ( sick, Holiday etc ). & another Advisor is sent out ... do I get £15 - £20 deducted?

What if it is 'user error' ( e.g. old lady trying to pull venetian up/down with 'tilt rod' ) & someone goes out ... do I get charged/docked again??

A 2 week holiday's worth of DOR's could be expensive!
Plus your FSM will have recruited another Advisor whilst you are away too!!!!

As I've said in earlier postings ... Hillarys are very inflexible & you can't expect support from your FSM to get your money back!!!!

[ricko]

Wht are people working out how much of Hillarys excess we will be paying. They have always covered everything in the past and should continue to do so. We should not bear anymore costs being forced on us.

[desmorse]

duncanh said:

I was told that Hillarys paid out £125,000 excess. Don't know if that is just the excess against actual insurance claims or total including amounts paid out that they didn't put an insurance claim in for. I presume that this figure is for the last year.

Whilst £125k sounds a lot of money, Hillarys turnover last year was around £85,000,000.
£125k is just 0.147% of turnover. This is really a paltry amount in comparison to the alienation it's caused. If Hillarys have advisors that keep causing damage, then get rid of them because they're affecting the reputation for the rest of us
I'd love to know how much Hilarys gave away in discounts for late delivery and multiple DORs. I'll bet it's considerably more than that, but as ever, we're easy targets.

Hillarys errors = 6%
Mismeasures = 1.5%
Customer damage claims = 0.147%
There's much bigger savings to be made

At the end of the day, £125k is 2-3 directors cars, or 800 severely p!ssed off advisors

Having had only 1 claim to my knowledge in 16 years, I now have my second one. Fitted roof blinds and verts in a conservatory with laminate floor. Customer says I've trodden a screw into the laminate. Now I probably did drop the screw, but I think I would felt treading on it. I asked for a dustpan and brush to tidy up when finished, customer said leave it, he'll clean up and move furniture back. So was it me, the customers, their kids, or their in-laws that were there all day? Was it when they were moving heavy furniture around both during the fit and after I'd gone?
Who cares? Hillarys will pay and in the future back charge me

[blinder]

Dear Advisor

Changes to commission payments and charges

Further to our recent communications, please be advised that we have continued to collect your feedback and we are in the process of clarifying the issues you have raised. We want to make sure that we're covering as much detail as possible in our response and we are preparing a full update for the mailer which will arrive with you early next week.

Due to the unprecedented level of calls from Advisors this week, the Customer Service team is unable to process the full day-to-day activity of the department such as raising DORs, which affects our service to you and our customers. Therefore please may we have your full co-operation in directing any questions you may have regarding the Payments and Charges package straight to your Field Sales Manager who is best equipped to answer your queries.

Once again, if you require any further information following the receipt of your next mailer, please contact your Field Sales Manager and not the Customer Service Team. We have asked the FSMs to make themselves fully available to you to receive your calls.

Thank you for your help with this matter.

The Hillarys Team


Just got this email.


Whats all that about then the cheeky beggar.


'.....due to the unprecedented levels of calls.. the customer service team have been unable to complete their day to day activities....

Direct any queries to your FSM who is best placed to deal with them....

'...We have asked the FSM's to make themselves fully available....




What about apologising for pi$$ing off 800 advisors due to apalling communication and management skills,, causing them stress regarding their future livliehood.

And aren't the FSM's meant to be available anyway.

Their next email will be, 'Please do not mither your FSM's as they are too busy fielding queries about our outrageous restructuring.

I am afraid 'The Hillarys Way' is just amateurish in the extreme.

Its just soooo disapointing. Whatever happened to the consultation bit?

I know you can't have the loonies running the asylum, but at least take the trouble not to pee them off all the time and consult with them.

On the other hand, perhaps the loonies ARE running the asylum...

Remember that programme on the telly a few years ago when they had that big hitter MD of shell or Bp who went round various companies on a consultancy basis. Long haired big chap he was.

Anyway, I'd love to see him spend 30 mins at Hillarys.

[desmorse]

I rang a DOR in today, and got chatting with the young lady at service support. She hadn't read THE LETTER in detail, but they've been told it's all about improving our payment structure and rewarding us for helping the company.
When I mentioned the PL issue and the £20 mismeasure, she was quite shocked. Hillarys management obviously saw this as a great improvement and trumpeted it around Colwick as such.
The reality must have come as one hell of a shock.

Strangely, I don't think was was a conscious effort on shafting the advisors. I think the management have been "educated" over the last few years in to the corporate way, where "what's good for the company, must be good for the individual". I've worked in big companies that have gone the same way, it seems like arrogance, but it's more tunnel vision.

I recently attended a training session at a non-Hillarys company. The presenter stood up and discussed - not talked - about his product with experience, knowledge and passion. There wasn't a laptop or projector in sight. How refreshing compared to the bland, corporate, on message, don't ask question cos I don't know the answer, approach that is now team meetings.

[grumperbear]

l got the fax. What a load of b***ocks.
l'm still waiting for my thingy FSM to call me back after l left a message for him to do so 3 days ago. l dare say he is going to be a bit busy now with all these extra calls.

When a customer phones me two things can happen.
1. l can anwser it if l'm in.
2. He can leave a message if l'm out and l will get back to him.

My FSM has never anwsered the phone live.
He may get back to me this week, perhaps next week, or maybe never.
E-mails go un-anwsered, but months later admits that he did get them.

So what good is my FSM. He has no credibility. He does nothing for me. No communication from him at all.

Ross, Can you please tell me what a FSM is supposed to do?

[keenasmustard]

he puts the spin in the dickie bows

[hereticus]

Grumperbear......better still, why don't you sort it for once and for all. Call Ross, or email him, and tell him what you are telling us but, of course, also tell him who your FSM is. It must be very frustrating for Ross and other management to read all of the negative postings on this forum but be unable to do anything because they are all anonymous and non-specific. If I was in management and a member of my team was so obviously and blatantly not doing his job, then I would definitely want to know about it.

Try putting your trust in Ross - he does have integrity and he does care.

[greenpesto]

And which Ross is that then?!!

[1234global]

i was told today the reason the fones were not been answered was because the call centre staff were been retrained, no dought to give out the latest line in coporate bull that jr has been feeding us ,after 20 mins in a queue to chase an order the lady in the call centre asked if she could get me anything else , my reply was, how about a new board of directors ,this lot are like the present government all spin & no action

[pyramid]

How about having a ' no damage caused to buildings or decor 'clause added to the 'fitted to my satisfaction' portion of the invoice, with a rider 'all claims to be notified to fitter'. Could solve a lot of problems. If the customer then wants to make a claim the ball is firmly in their court to prove their case.

[miss measure]

£50 payable by the advisor for every claim will be the case mark my words! also heard today 200 new advisors on the way

[mendipmagpie]

Pyramid
Your idea sounds as though it could have some merit and shouldnt be difficult to impliment. Would be part of the customer satisfaction surely.
MM

[miss measure]

i wouldnt hold your breath
spoke to nonails today his job on the bins is going great says no way is he coming back

[miss measure]

at 200 its a average of 4 new members at every fsm meeting will it be 4 in 4 out