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Post by desmorse on May 7, 2006 20:07:53 GMT 1
I've had reservations about this since day 1, so have monitored all my 6 slot leads over a 2 month period. Below is a email I've sent to my FSM and RSM.
If you agree with my proposals, you might like to consider a similar action
Craig/Helen
As Craig is aware, I've been monitoring my 6 slots leads for the last 2 months, and feel it should now be reviewed.
The attached spreadsheet shows that of 30 6-slot leads in a 2 month period, only 9 of these were for roof blinds, 1 for a canopy, and 1 a service call for a customer who made clear what she wanted on the phone.
At a time when we are being asked for more availability, and extra leads are being forced in to diaries, I consider this system has cost me 22 leads availability in an 8 week period - equivalent to a weeks work. Not only is it reducing my availability, but customer who only want sides are having to wait for a 6-slot lead availability when there may well be several, 4-slot appointments available sooner. With the proposal to start booking service calls in to diaries, this is only going to get worse, as booking just a single slot will stop CLG booking even a 4-slot lead in our diaries.
In the last 2 months, I've spent more time sat on the side of the road killing time, and getting home early than I can remember. Today is a good example. I normally finish around 5-5:30 PM Sundays. Today, with a full diary including 3 6-slot leads, I was home and finished by 3:00 PM, as none were for roof blinds. Forcing extra leads in to compensate is not the answer, that's just a bodge using one bad system to compensate for another ineffective system.
I understand the concept of the longer appointment time, and agree with it for roof blinds, but I think this blanket 6 slots for conservatories is very much a blunt instrument which now needs honing and refining to provide a better service to all. My proposal would be for 6 slots for roof blinds, and maybe awnings as these are more likely to involve credit agreements, but not canopies. This should also be rigidly enforced as I have a lead today that is clearly marked "extension, patio, patio door etc.". No mention of conservatory, roof blinds or awnings, but someone took it upon themselves to book this as a 6 slot lead. (customer no. 1990359 if you want to look at it).
I've copied this to other advisors to see what their views are, and am going to put this on to the forum website to see whether others agree or disagree with my views.
Hopefully you will agree with what I'm proposing and this system can be changed sooner rather than later, as it's costing me business and therefore money.
regards,
Des Morse
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Post by scotton on May 7, 2006 20:21:31 GMT 1
I have to agrre with you gvm. But i do not agree with 6 slots for awnings. The last 3 awnings have 1canopy requiring a re-cover 2 awnings that would not be able to be fitted 1 of these I could have told them without going becaause I knew the building
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Post by RED on May 7, 2006 20:24:27 GMT 1
Totally agree Des.
The thing is, if we the agents can see all the problems that Hillary's are causing for themselves, why cant they?.Or at the very least listen to us.
I think if the majority of advisor's that do not post were to express their opinions we would find them very much in the same frame of mind.
And as I noticed an earlier post from one who has been an adviser for 6 months, he can already see all the problems and is not happy, after only six months. So not much down for the newer recruits.
We keep going over old ground with our posts but it all boils down to one thing. The want for total control over every aspect of not only their own business but our small self employed business,s as well.
Red
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Post by tojaws on May 7, 2006 20:24:58 GMT 1
Totally agree with you
Yet another example of Hillarys loosing touch with reality
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Post by JoY on May 7, 2006 20:28:22 GMT 1
There are 2 sides to this problem...... those customers "waiting for a 6 slot appointment" for sides only, could be given to those of us who are not roof/awning specialists. We have lost loads of work because we don't get any calls where a CN is mentioned... the result is lower order values and less calls.  |
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Post by desmorse on May 7, 2006 20:41:54 GMT 1
There are 2 sides to this problem...... those customers "waiting for a 6 slot appointment" for sides only, could be given to those of us who are not roof/awning specialists. We have lost loads of work because we don't get any calls where a CN is mentioned... the result is lower order values and less calls. Yep, I can appreciate your view on that Joy, but I thought that all died within a couple of weeks and conservatories were still being put to all advisors. I certainly know of local advisors who didn't go on the big ticket courses and still get 6-slot conservatory leads. |
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Post by desmorse on May 7, 2006 20:48:13 GMT 1
I have to agrre with you gvm. But i do not agree with 6 slots for awnings. The last 3 awnings have 1canopy requiring a re-cover 2 awnings that would not be able to be fitted 1 of these I could have told them without going becaause I knew the building I wouldn't argue strongly either way on awnings scotton. I would though on canopies, I mean, what can you say about canopy that takes more than 5 minutes? "That's what it looks" (demonstrating with a tape measure) "that's what a 50cm/75cm projection would look like" "Fabrics are 3mm acrylic solution dyed, carrot/apple ..... waffle" "Heavy non-rusting ali frame" 10 minutes to survey Then what the hell do you do for the next 75 minutes? |
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Post by RED on May 7, 2006 21:05:09 GMT 1
There are 2 sides to this problem...... those customers "waiting for a 6 slot appointment" for sides only, could be given to those of us who are not roof/awning specialists. We have lost loads of work because we don't get any calls where a CN is mentioned... the result is lower order values and less calls. Yep, I can appreciate your view on that Joy, but I thought that all died within a couple of weeks and conservatories were still being put to all advisors. I certainly know of local advisors who didn't go on the big ticket courses and still get 6-slot conservatory leads. I am not a conservatory specialist but when one of my regular customers rang me direct to complain that she wanted a venetian blind on her conservatory door she was told she would need a specialist but would have to wait at least 4 weeks as one was not available. On ringing me I found out what was happening and booked her in myself seen as CLG did not want to. Red |
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Post by farmer on May 7, 2006 21:26:15 GMT 1
I've had reservations about this since day 1, so have monitored all my 6 slot leads over a 2 month period. Below is a email I've sent to my FSM and RSM. If you agree with my proposals, you might like to consider a similar action Craig/Helen As Craig is aware, I've been monitoring my 6 slots leads for the last 2 months, and feel it should now be reviewed. The attached spreadsheet shows that of 30 6-slot leads in a 2 month period, only 9 of these were for roof blinds, 1 for a canopy, and 1 a service call for a customer who made clear what she wanted on the phone. At a time when we are being asked for more availability, and extra leads are being forced in to diaries, I consider this system has cost me 22 leads availability in an 8 week period - equivalent to a weeks work. Not only is it reducing my availability, but customer who only want sides are having to wait for a 6-slot lead availability when there may well be several, 4-slot appointments available sooner. With the proposal to start booking service calls in to diaries, this is only going to get worse, as booking just a single slot will stop CLG booking even a 4-slot lead in our diaries. In the last 2 months, I've spent more time sat on the side of the road killing time, and getting home early than I can remember. Today is a good example. I normally finish around 5-5:30 PM Sundays. Today, with a full diary including 3 6-slot leads, I was home and finished by 3:00 PM, as none were for roof blinds. Forcing extra leads in to compensate is not the answer, that's just a bodge using one bad system to compensate for another ineffective system. I understand the concept of the longer appointment time, and agree with it for roof blinds, but I think this blanket 6 slots for conservatories is very much a blunt instrument which now needs honing and refining to provide a better service to all. My proposal would be for 6 slots for roof blinds, and maybe awnings as these are more likely to involve credit agreements, but not canopies. This should also be rigidly enforced as I have a lead today that is clearly marked "extension, patio, patio door etc.". No mention of conservatory, roof blinds or awnings, but someone took it upon themselves to book this as a 6 slot lead. (customer no. 1990359 if you want to look at it). I've copied this to other advisors to see what their views are, and am going to put this on to the forum website to see whether others agree or disagree with my views. Hopefully you will agree with what I'm proposing and this system can be changed sooner rather than later, as it's costing me business and therefore money. regards, Des Morse here bloody here. We are being asked to make a silk purse from a pigs ear. The sample frames with the blind in are cheap and nasty. do they think by putting a bue cover over them are going to impress !! thomas sandersons approach is the dogs bollocks. I had one customer, who saw the side rails on my 20mm pleated sample (provided by HQ) and said if that is what they looked like he would rather have the 25mm. Never agreed with 90 mins for a conservatory. never will. i too have monitered my calls, only once have i took longer than an hour, and that was because Thomas Sanderson rep, called while i was there. Customer had to scurry him away. I thought the new laser awnings might have made a difference, but am still to sell one, and have never took longer than the hour on them either. fortunately, haven't had to sit at side of road,as i seem to get 4 or 5 customers to see per 3 hour slot at the moment. |
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Post by mendipmagpie on May 7, 2006 22:06:55 GMT 1
Agree with Des 100%
Somebody needs to get to grips with this problem,, Attanded a lead yesterday and customer had informed CLG that she only wanted 2/99 as she was moving. How on earth can it take 90 minutes to sell 2 /99 .
MM
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Post by kakalanka on May 7, 2006 22:25:56 GMT 1
Spot on Des........I support your email 100%.........same FSM too.
I'm seeing a number of conservatory, 6 slot appointments at present which are nearly all sides only, despite my best efforts to bring the roof into the equation. 4 slots would have covered it. Before if I needed more than 4 slots I could accomodate them as required, and still keep my other appointments for that day.
I also suspect that, as the conservatory specialist, "normal", 4 slot appointments are being allocated to a new advisor in the area, possibly undermining my business rather than enhancing it.
Kakalanka
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Post by RED on May 7, 2006 22:26:03 GMT 1
How many Irish men does it take to screw in a light bulb?
3
One to hold the bulb and two to lift him and turn him round.
So
How many people does it take to book 1 lead?
397
1 to answer the phone
1 to alter the diary
1 to chase the lead
1 to go to the lead
1 to courtesy call the customer
1 to chase missing parts
1 to answer query
1 to deliver goods
1 to make them
1 to correct them
1 to produce document
1 to order process
etc
etc
etc ;D
Red
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Post by biblegenesis on May 8, 2006 23:03:45 GMT 1
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Post by biblegenesis on May 8, 2006 23:13:28 GMT 1
HERE,HERE GREYVANMAN
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Post by desmorse on May 9, 2006 21:49:26 GMT 1
Had 2 6 slot leads tonight. Recognised the first one, I've already done the whole house in clouds 2/£99, and remember spending a pleasant 10 minutes listing to couple argue over whether to spend the extra £5/blind to upgrade to 89mm. Went there expecting more of the same - but NO I WAS WRONG! ???Now bearing in mind I'm on the south coast of Hampshire, I was greeted with "We've just back back from up north, where you're advertising 3/£99. Can we have them please?"  Just goes to show, you can over-estimate even the cheapest of customers. Got to second call around 8:10pm, having done a self gen lead. Stood at front door, being told "ooh it's a bit late. The dog's gone to bed". I just couldn't respond. I mean THE DOG? IT'S GONE TO BED SO I CAN'T COME IN? After much dithering and moaning, the old dear finally decided to let me in and move the dog. Mind you, having the seen the size of, it can sleep where ever and when ever it likes as far as I'm concerned, it's bl00dy enormous and the conservatory is it's bedroom.  Well, I suppose you've got to look on the bright-side ;D. 3 hours of leads, 2 clouds @ £109 and 3 capri @ £275. I should be able retire early on that, unless of course I've got a mis-measure, then I'll need to take out a loan to pay for it  |
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Just goes to show, you can over-estimate even the cheapest of customers.
