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Post by RED on May 9, 2006 12:56:46 GMT 1
Just checked my appointments for tomorrow and first am was a service call around 10 miles away but booked as a sale call.
Rang customer to see what problem was. Louvers out of line, that was all. So corrected them over the phone via my instructions.
Two mins tops and 1 call.
Do it the Hillary's way and its 20 mins each way by car. Get up early to go to it, customer has to get up early and wait in.
1 sales slot wasted.
I do know that call center staff have a high turnaround of staff so to a certain extent you can forgive a certain amount of errors but it is now getting too much and too often and too ridiculous.
Wheres my Valium?
Red, fed up, skint and a little more than cheesed off.
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reginald
Junior Member
agent 27 years
Posts: 70
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Post by reginald on May 9, 2006 21:11:15 GMT 1
Red today had a service call put onto my diary as is the way now , turns out it was put onto the wrong day as I was working an area approx 30 mls away that day. I wrang the customer to find that it was a problem with her roof blinds in her conservatory ( I am not licensed for roof blinds by the way) so really it had nothing to do with me . I still cant get it removed from my diary though!!!!
also commision statement recieved Split invoice for 1 customer as per usual only paid on 1 invoice ( tthe smaller one as usual) when will they learn that we do need to be paid for what we do
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Post by RED on May 9, 2006 21:31:00 GMT 1
Red today had a service call put onto my diary as is the way now , turns out it was put onto the wrong day as I was working an area approx 30 mls away that day. I wrang the customer to find that it was a problem with her roof blinds in her conservatory ( I am not licensed for roof blinds by the way) so really it had nothing to do with me . I still cant get it removed from my diary though!!!! also commision statement recieved Split invoice for 1 customer as per usual only paid on 1 invoice ( tthe smaller one as usual) when will they learn that we do need to be paid for what we do Reginald, Speak to you fsm about having the lead removed failing that just ring diary maintenance and ask for Julia. Explain to her and she will help you, shes a gem, despite all she says about me. ;D. The split invoice thing you need to speak to Dawn in commissions, tell her the part that has not been paid and she will sort it out for you, she too is a gem,but she is hard to catch. Red |
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dolly
Full Member
Posts: 243
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Post by dolly on Sept 4, 2006 16:51:50 GMT 1
CLGAnother for the list.    LPM APPT.(NO SPECIAL INSTRUCTIONS) Arrived at customers door today to be told (1) im going out and (2) CLG said you always ring every appt before arrival. I have to pick the kids up from creche everday im out between 4.15 and 5.30. WELL WHY THE H#LL ARE YOU BOOKED IN BETWEEN 3-6. GAWD BLIMEY I DESPAIR. What chance do we have really? 
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skelly
New Member
ADVISOR SEVILLE 111689
Posts: 32
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Post by skelly on Feb 28, 2007 15:38:10 GMT 1
Is this happening to anyone else this month?
I have attended 4 appts over the last few weeks to be told at the door that they havent made an appt with Hillarys. 3 out of the four were previous Hillarys customers who were visited by other advisors and have made no contact at all with Hillarys since their blinds were fitted. The other only made an enquiry.
To have 1 or 2 you could say the customer is fibbing, forgetting to cancel,gone elsewhere or changed their minds, but to have 4 and in a short space of times is either unlucky coincidence or another call centre blunder.
As is always the case the blunder is at our own time and cost.
While their blunders are far from rare and on a weekly basis this is a newer problem that i have come across.
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Post by RED on Feb 28, 2007 16:09:22 GMT 1
I have had the same thing happen to me in the past and no other adviser works my post code area so it was not another adviser. My suspicion was someone at the call center bumping up their commission bonus by adding fictitious calls.
It was never confirmed but never denied either.
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skelly
New Member
ADVISOR SEVILLE 111689
Posts: 32
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Post by skelly on Feb 28, 2007 17:15:52 GMT 1
I have had the same thing happen to me in the past and no other adviser works my post code area so it was not another adviser. My suspicion was someone at the call center bumping up their commission bonus by adding fictitious calls. It was never confirmed but never denied either. I am more likely to agree with you RED (SORRY BLINDER) I have a good friendly relationship with the other local advisors (after all we are in the same boat) and i would find it hard to believe it to be one of them. As i said before many an error comes out of the call centre. |
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Post by hereticus on Feb 28, 2007 19:27:35 GMT 1
It happened to me three times in one week, a couple of weeks ago. I discovered that in all three cases the customers had requested an appointment through the Hillarys website and that CLG had put them into my diary, but had neglected to confirm the appointments with the customers so they weren't expecting me when I arrived on the doorstep.
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Post by thelloydgang on Feb 28, 2007 19:35:57 GMT 1
Same thing with me...........customer had requested appointment via website, head office booked into diary but customer hadn't opened the email reply from head office to confirm appt time!
It seems to be the customers fault as I did return to a customer who apologised for not opening her email! Aaaaaaaaaaaaaagh!!!
Karen ;D
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osram
New Member
Posts: 10
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Post by osram on Mar 1, 2007 9:41:47 GMT 1
Moderator
member is offline
aka Mike Dyer, Agent Thame (111200), 14 years, 07973 440229
Joined: Aug 2005
Gender: Male
Posts: 460
Location: Oxon / Bucks
Re: New advisor payments !!
« Reply #7 on Apr 29, 2006, 12:30pm »
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Apr 29, 2006, 12:14pm, aikido wrote:I notice that there is no metion of higher commission paid for self generated orders why not?
Because, as it states quite clearly in the letter, "this is just the first phase of the review of the whole rewards package and we have aimed to fix the hottest issues first. The project team is now busy establishing how incentives and variable commission rates can be used to recognise good business practice"
Please lets not criticise Hillarys for doing as we asked - we stressed through this forum and at the feedback seminars that Service Call Payments, Mulitple DOR's, and Clawback were causing the most dissent, so they have prioritised these issues. Other matters relating to the reward structure were also mentioned and are in the next phase of an ongoing process.
.......................................................................................................
Whatever happened to all those other points from the semminars 12 months ago? We had loads of glossy A4 letters saying what they and the focus groups they had set up were going to do in the following months.
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Post by keenasmustard on Mar 1, 2007 11:48:18 GMT 1
Moderator member is offline aka Mike Dyer, Agent Thame (111200), 14 years, 07973 440229 Joined: Aug 2005 Gender: Male Posts: 460 Location: Oxon / Bucks Re: New advisor payments !! « Reply #7 on Apr 29, 2006, 12:30pm » -------------------------------------------------------------------------------- Apr 29, 2006, 12:14pm, aikido wrote:I notice that there is no metion of higher commission paid for self generated orders why not? Because, as it states quite clearly in the letter, "this is just the first phase of the review of the whole rewards package and we have aimed to fix the hottest issues first. The project team is now busy establishing how incentives and variable commission rates can be used to recognise good business practice" Please lets not criticise Hillarys for doing as we asked - we stressed through this forum and at the feedback seminars that Service Call Payments, Mulitple DOR's, and Clawback were causing the most dissent, so they have prioritised these issues. Other matters relating to the reward structure were also mentioned and are in the next phase of an ongoing process. ....................................................................................................... Whatever happened to all those other points from the semminars 12 months ago? We had loads of glossy A4 letters saying what they and the focus groups they had set up were going to do in the following months. NOTHING AND IT NEVER WILL BE BACK ON THE AGENDA after J R goes this forum will have to restate its problems with new management,who will not listen just like the last lot. They certainly pulled the wool over our eyes. This is after good fairminded advisors who attended semminars we were led to believe that changes would were on the way and that we could all work together to a common goal. the only thing is its is a one sided game and we have no chance of scoring. |
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skelly
New Member
ADVISOR SEVILLE 111689
Posts: 32
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Post by skelly on Mar 1, 2007 12:37:02 GMT 1
Just to update you. I have this morning spoken to Helen Huthwaite (team leader) who has tracked down 2 of these appts and listened to the recorded phone call. It has turned out that both customers have lied to me and according to Helen clearly had made and confirmed these appts with the call centre there and then. LYING G#TS! Next time this happens i shall say oh i will ring Hillarys in the car outside your house and get them to check your recorded phonecall. See what the response is then. |
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blindmansam
Full Member
P/T advisor (over 5 years)
Posts: 225
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Post by blindmansam on Mar 1, 2007 19:03:36 GMT 1
Apr 29, 2006, 12:14pm, aikido wrote:I notice that there is no metion of higher commission paid for self generated orders why not? Because, as it states quite clearly in the letter, "this is just the first phase of the review of the whole rewards package and we have aimed to fix the hottest issues first. The project team is now busy establishing how incentives and variable commission rates can be used to recognise good business practice" Please lets not criticise Hillarys for doing as we asked - we stressed through this forum and at the feedback seminars that Service Call Payments, Mulitple DOR's, and Clawback were causing the most dissent, so they have prioritised these issues. Other matters relating to the reward structure were also mentioned and are in the next phase of an ongoing process. ....................................................................................................... Whatever happened to all those other points from the semminars 12 months ago? We had loads of glossy A4 letters saying what they and the focus groups they had set up were going to do in the following months. We Have all been HAD Big Time By the Cheating Sods! |
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Post by thelloydgang on Mar 1, 2007 21:19:53 GMT 1
Here we go again! Yawn!!!!! K  |
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Post by owl on Mar 2, 2007 1:31:01 GMT 1
Here we go again! Yawn!!!!! K Yawn it may be, for those of you who dont have 3-99 permanantly in their area. I wonder how those who boast about their turnover and triumphs regularly will remain so positive when or if the new owners adopt the same "offer" or worse ( Forbid) NATIONWIDE and reduce their business to a shadow of what it was. Then we can all Yawn together!! How nice. But then we will all be knitting from the same pattern!  Yes we have a choice, and i hope just hope, the change could just for once, be to our benefit. If not, then the choice will be used. ;D |
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