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Post by greenpesto on Mar 14, 2006 0:07:12 GMT 1
Here's something for Hillarys Management to think about!!!!Based on the postings on this site it would seem that the average discount/refund given to customers from Customer Care is around £200 per order. So ... if that happens 95 - 100 times a week ( Which would easily add up very quickly considering the volume of orders going through ) we see a refund of £1,000,000 per year. Now last year the company apparently FAILED to meet their promised target for the Shareholders by around £3,000,000. If the trend remains the same this year but you now have a refund issue .... then Hillarys now have a FAILED target by £4,000,000. Refunds are unnecessary at the best of times & to discount by the degree that we are seeing on this site is INSANE!!!!What are Hillarys going to do for money saving cut-backs this year to off-set this madness? 
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*Star*man*
Full Member
Advisor with some experience - UK
Posts: 171
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Post by *Star*man* on Mar 14, 2006 0:35:12 GMT 1
Me thinks you have frightened ALL the Hillarys contributors to this forum away.
Or are they on a staff outing?
No Staff member has posted since january!
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Post by saxman on Mar 14, 2006 2:26:40 GMT 1
Me thinks you have frightened ALL the Hillarys contributors to this forum away. Or are they on a staff outing? No Staff member has posted since january! no, theyre all to busy giving out refunds..................  |
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Post by Augustus on Mar 14, 2006 9:35:43 GMT 1
Should I email ALL members to a get better view of things ?
This would suggest a couple of things to hq and fsm's reading the forum also.
Not a threat as such, more of a notification of action that could occur if the situation doesn't get sorted quickly.
P.
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Post by greenpesto on Mar 14, 2006 10:06:46 GMT 1
Motters!
It's definitely worth getting a broader view on things & of peoples feelings at this time!
There have been lots of new comments recently stressing concerns over Hillarys conduct, whether it be financial or just attitude!!!!!
Could you also email ALL members & invite them to contribute to this site please?
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Post by hereticus on Mar 14, 2006 10:44:49 GMT 1
Motters.....I agree totally that this issue is getting out of hand and, as we did before the seminars, we need to take a proper sampling and analysis of advisor's views and then take up the matter head on with the company.
In general I remain confident that the seminars have made a big difference, that things are beginning to change, and that over the coming months we will see some real progress made to the benefit of all.
However, on this particular issue, the direction is retrograde - weak and poorly trained staff have been given the authority to hand out discounts, compromise our earnings and, more importantly, undermine our reputation and professionalism. Customers are quite clearly taking the p**s.
I tend to agree with the idea posted last night that any deduction or refund granted to a customer should only be given after both sides of the story have been established by talking to the advisor, and after an authorisation code has been issued by the FSM. Take the authority away from those who are suckers for a hard luck story - the customer is definitely NOT always right ! Even if it did not affect us directly through clawback commission I would still be concerned by the easy way in which the company give in to crafty customers, because it just makes us all look stupid.
I am also concerned, however, that the way in which this debate is developing on the forum is becoming too negative and polarised, with the implication that there is a sub-plot to screw the advisors, which just does not make any business sense at all. Surely the way to handle it is to contact everyone on this forum by email, outline the problem in a rational and balanced way, request their input and views (including examples), and then analyse the input and develop a properly reasoned submission to the company.
I would be happy to help with the analysis and final presentation document, but it needs somebody to start the ball rolling and you're the guy with all the email addresses.
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Post by dodgybracket on Mar 14, 2006 11:28:27 GMT 1
Should I email ALL members to a get better view of things ? This would suggest a couple of things to hq and fsm's reading the forum also. Not a threat as such, more of a notification of action that could occur if the situation doesn't get sorted quickly. P. Absolutely, tell all members. The way things are NOT going, as promised, it is imperative all realise that we are being run by heartless bankers with no customer care abilities. Now they are starting to debit the salesforce BEFORE the corresponding credit arrives after a fit is a sure sign they are money grabbing swine with a massive cash-flow proble. Dodgybracket |
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Bear
Full Member
Posts: 230
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Post by Bear on Mar 14, 2006 11:32:09 GMT 1
As we are now apparently run by a "heartless bunch of venture capitalists who are bankers with the generosity chip removed" may I advise members as follows----
COLLECTIVE NOUN FOR A GROUP OF BANKERS......
.... its a "WUNCH"
How appropiate in our present predicament!!!!
Motters " Publish and be damned"
There is still free speech in the UK ( if you look hard enough for it!)
Bear
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Post by JoY on Mar 14, 2006 13:13:00 GMT 1
Me thinks you have frightened ALL the Hillarys contributors to this forum away. Or are they on a staff outing? No Staff member has posted since january! Ross Kenny logged on yesterday. No response to any points being made though.........  |
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Post by Augustus on Mar 14, 2006 13:16:23 GMT 1
there will be- I've already had some hq contact regarding the poll
P.
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Post by RED on Mar 14, 2006 13:17:53 GMT 1
there will be- I've already had some hq contact regarding the poll P. Mottors You need to put a direct link to the poll as if you just read the last 50 posts and do not follow the thread from the start you would not know it was there. Red |
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Post by keenasmustard on Mar 14, 2006 13:35:41 GMT 1
It would be nice with all this supposed openness and listening coming from head office if for once someone like John or Ross answered this question to the whole sales force.we all have a DVD saying all sorts of reassuring messages of openness and truth that are coming out after the meetings.so come on someone please talk to us.I think we all want the same thing, to see Hillary's grow and we can do this together but only when things are put on an even keel.so don't just sit there reading , talk to us, because maybe now is the right time to show just what you are made of.
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Post by badbaz on Mar 14, 2006 19:06:16 GMT 1
Personally I think the staff and management at Hillarys are doing a fantastic job, I mean how many companies can sell more blinds for the same turnover and make less profit.
Perhaps we should consider getting the £10 together to buy the company in the next two years ;D
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Post by desmorse on Mar 15, 2006 0:33:24 GMT 1
Personally I think the staff and management at Hillarys are doing a fantastic job, I mean how many companies can sell more blinds for the same turnover and make less profit. ;D From reading some of the business press. . . .. Marks & Spencers - B&Q - Debenhams - Morrisons - Kingfisher - Alders gone bust - Furniture World gone bust - Courts gone bust - Index gone bust followed by Littlewoods - Gadget shop gone bust ...... and many more. I've been very critical of the level of ability of Hillarys management, but you can't put your head in the sand forever. There is a marked downturn in consumer spending and we're in that market. Reading the recent statement from B&Q was almost word-for-word what we've been hearing ... low sales - heavy discounting - fighting for market share - volume at expense of profit. What I don't like is the fact that Hillarys are doing their best to increase my costs and reduce my income with clawbacks, so they can give free/cheap blinds to customers and minimise their loss caused by the poor quality manufacturing and poorer quality customer service. |
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Post by greenpesto on Mar 15, 2006 0:38:31 GMT 1
An excellent observation GVM!!!!
Wait until Tesco get into this market ... Hillarys won't stand a chance!!!!!
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