Another wasted appointment !

[hereticus]

I attended a lead yesterday where the lady insisted that she wanted Wood Vertical Blinds ! She had made this clear when she phoned CLG and had been assured that it was 'absolutely no problem, madam'.

This ranks alongside an appointment a couple of months ago where I had to explain why we couldn't manufacture a curved venetian blind for a bay window because 'the factory said you could definitely do it'.

I some times wonder whether CLG staff have any product knowledge or get any product training at all. Those who have been around a while are generally good but it seems that new recruits are briefed to 'promise anything - just book the appointment', and don't worry about wasting the agent's time or misleading the customer.

If BEZ or anybody else from CLG would like to investigate, the lead for wood verticals was number 3591391 - perhaps the customer's call is on tape ?

[RED]

hereticus said:

I attended a lead yesterday where the lady insisted that she wanted Wood Vertical Blinds ! She had made this clear when she phoned CLG and had been assured that it was 'absolutely no problem, madam'.

This ranks alongside an appointment a couple of months ago where I had to explain why we couldn't manufacture a curved venetian blind for a bay window because 'the factory said you could definitely do it'.

I some times wonder whether CLG staff have any product knowledge or get any product training at all. Those who have been around a while are generally good but it seems that new recruits are briefed to 'promise anything - just book the appointment', and don't worry about wasting the agent's time or misleading the customer.

If BEZ or anybody else from CLG would like to investigate, the lead for wood verticals was number 3591391 - perhaps the customer's call is on tape ?

And they wounder why the business is going down hill and all the advisors are fed up with CLG.
Red

[russell]

red i echo des gvm in that diary booking hasnt cost me i have had same problems as des and they are well worth looking into speak too your fsm as too be honest they have a god like power over leads upset ypur fsm and its curtains for leads ! i still do 5k plus a week but my leads from hillarys have dropped too afew from 35 a week to 10 and the other agents have had the same problem because they spend £1000 ???a week on leaflets that ???DONT GO OUT yesyou read that right but after ???14 months ???of me moaning to marketing fsm etc and producing ???proof ???nothing happens but luckily my self generation is very good so check your availabity ;D hope this helps a bit

[phugly]

I attended a lead yesterday where the lady insisted that she wanted Wood Vertical Blinds ! She had made this clear when she phoned CLG and had been assured that it was 'absolutely no problem, madam'.

I had this shortly before Xmas. Customer was assured by CLG that she could have wooden verticals. Got around the problem by showing her the wood effect PVC verticals and explaing that these would not warp like real wood. Customer was so grateful for the advice that she ordered £900 worth of these blinds.

But this still does not get around the fact that CLG are telling the customer whatever they want to hear just in order to get the lead (are they on a bonus for number of leads booked?)

[BEZBOZNY]

Thanks for the CM number Hereticus, next time feel free to email it through or PM me. I have had a word with the new staff member concerned. He now understands that he need to be more clear when discussing the wood 'effect' verticals.

Any issues keep them coming but avoid the CLG are pap type comments please RED, send me proof and we can solve the errors and stop them happening but we need to work together, your negative comments don't really help.

[BEZBOZNY]

FSM's do not have god like ability. All they can do is modify your Diary with ADS. As far as CLC goes we are managed by our managment team alone and the FSM's have no direct control or contact with us, quiet the opposite I might add.

If you read through the forums you will see you already have been offered an email address for all departments. If you have problems with appointments I suggest you start to let us know rather than bitching about it in an unhelpfull and pointless fashion. If we have problems they need sorting, I am sure you will agree!

Get emailing please.

[russell]

bez fsms do have god like ability they cn make or break you via diary booking luckly ive got on with all of mine if you dont know how they can control it i will tell you !

[inkjet]

Over the past ten days I have attended leads that turned out to be service calls.

In addition the Customer had not been told about Service Charge etc.

Plus not being a top earner or having a van I do not carry a lot of spare parts to fix rollers with old fittings.

One of these calls involved a 50 mile round trip and consumed two hours to no avail.

How do I get the leads taken of my number of leads allocated figure.

As these resulted in No Sale . Now field Sales Manager on instructions from ABOVE may well decide to REDUCE MY LEADS as i am OBVIOUSLY a poor SALESPERSON not doing it the HILLARYS WAY, in need of CORRECTIVE remedies.

Happy New Year

[desmorse]

I had a couple of these before Christmas, and 1 last week. The latter was apparently booked as a sale as the customer wanted to buy 3 top fix brackets to refit a vertical - looked on SAM but couldn't find them listed.
I called diary maintenance and explained, and in fairness they removed the leads for me, so suggest you try that

[BlindWizard]

same here, asked diary maint and they take them out, no problems.

[greenpesto]

I sold to a customer a few weeks ago who had decided to order more blinds before the others where fitted.

I went round last week but she was not in!

Apparently, she took her kids to the Doctors who was running late.

She had mis-placed my phone number so rang CLG to ask if I could go back later that day!

"NO!" was the reply, ... "You'll have to make a brand new appointment with us. The Advisor can see you next week on Monday!"

Customer says: "But he's coming to fit my other blinds on Wednesday, can't he measure for them then?"

Again ... "NO!" says CLG ... "You MUST book with us."

The problem I have is that my availability has been forced upwards & my 'lead to diary' has grown so it is likely that my idiot FSM will panic & recruit more Advisors into my area therefore taking business away from me!

If CLG had either given me a call to see if I could go back or contact me to see if I would prefer to see her on the Wednesday fitting I could have had an extra slot available for someone else today.

I am sure that the CLG 'muppets' are getting a bonus for booking leads!

The customer was incidentally disgusted by CLG & couldn't understand 'Why!?' they would create unnecessary running around for me!!!!

So far in less than a week I have now been shouted at by one CLG 'thingy' & 'Screwed' out of an extra sales opportunity by another!

I wouldn't have been surprised if CLG had given the customer a brand new 'customer number' on top of this!! .... BUT ... that would have taken a 'brain' to 'stiff' me further!!!!!

[RED]

greenpesto said:

I sold to a customer a few weeks ago who had decided to order more blinds before the others where fitted.

I went round last week but she was not in!

Apparently, she took her kids to the Doctors who was running late.

She had mis-placed my phone number so rang CLG to ask if I could go back later that day!

"NO!" was the reply, ... "You'll have to make a brand new appointment with us. The Advisor can see you next week on Monday!"

Customer says: "But he's coming to fit my other blinds on Wednesday, can't he measure for them then?"

Again ... "NO!" says CLG ... "You MUST book with us."

The problem I have is that my availability has been forced upwards & my 'lead to diary' has grown so it is likely that my idiot FSM will panic & recruit more Advisors into my area therefore taking business away from me!

If CLG had either given me a call to see if I could go back or contact me to see if I would prefer to see her on the Wednesday fitting I could have had an extra slot available for someone else today.

I am sure that the CLG 'muppets' are getting a bonus for booking leads!

The customer was incidentally disgusted by CLG & couldn't understand 'Why!?' they would create unnecessary running around for me!!!!

So far in less than a week I have now been shouted at by one CLG 'thingy' & 'Screwed' out of an extra sales opportunity by another!

I wouldn't have been surprised if CLG had given the customer a brand new 'customer number' on top of this!! .... BUT ... that would have taken a 'brain' to 'stiff' me further!!!!!

Greenpesto
Sadly what you experienced is an everyday occurrence now for most advisor's.
If we all posted each thing that CLG do to annoy us and the customers I bet it would be hundreds of postings every week.
I think we all tire of it in the end and just accept it as another hurdle put in our way to stop us being a success.

Red

[BlindWizard]

In my diary for tomorrow was a 4 slot sales appointment with notes

"replacement part needed on a roller blind"

Thought I think I'll phone this one - Nice old lady explained it was the end bit that was broken when it fell on the floor today. Asked how old it was as brackets changed - "oh it's about 20 years old but very nice condition" 20 really I said, "yes" she said " very good Swedish maker, good quality" "Ah" I said did you buy it from Hillarys, "oh no my dear" she said so i said "sorry my love but we don't mend other people's blinds as won't have the parts my dear" to this she replied "but your nice lady on the telephone said you'd be able to help me, if you can't get the bracket could you take the material off and put it on another roll, your nice lady did say you'd sort it out for me" I replied "no you old bat get lost", ok I didn't I just apologised and explained how our head office like to force us to work as long hours as possible then either not give us appointments or even better send us on draft goose chases, ok I didn't say that either, just "sorry my dear go and ask your nice local blind shop to come round and look at it.

Didn't catch me that time CLG, just a 5 minute telephone call, a good laugh and 4 slots tomorrow to put my feet up. ;D

[JoY]

I had a 3 for £99 yesterday where customer was told she could have them in white....

Me and customer both "annoyed" at waste of both our time.

[RED]

jayandemm said:

I had a 3 for £99 yesterday where customer was told she could have them in white....

Me and customer both "annoyed" at waste of both our time.

There should be a way that we can bill Hillary's for the time they blatantly waste for us and the petrol and wear on our cars.
Somebody needs to get a grip of this situation and find out why we are booked for things we can not do. It will be fridges and freezers next.
"Oh yes madame, our adviser will come out and measure up how many rolls of wallpaper you need to do your living room".
I think of all the things that are wrong at the moment, this is the one area that is undermining advisor's confidence and dampening the enthusiasm the most.


Red