Diary booking problems

[greenpesto]

If the computer has been updated again then that would probably account for the drastic drop in leads I've had this week.

[amberley]

Is this the sort of thing you want?
Had an appointment today LPM - rang to say I'd be there about 4.30. Customer replied that as something had cropped up unexpectedly she had rang the Call Centre that morning to see if they could ask me to be there early rather than later but they said they had no way of contacting me (which is obviously rubbish) and the best thing would be to just let me turn up and if she was not in they would rebook. As it was if I had been contacted I could easily have arranged to get to customer by about 3 as she wanted. So thanks Hillarys for your helpful response to the customers request.

Apart from that I had 2 incorrect phone numbers and 1 incorrect address in todays 7 appointments

[pyramid]

Red, three recent diary thingy-ups (or more precisely target meeters)
customer had specified shutters -not been on the course.
customer wanted brochure only -oh no you need an appointment.
customer- my conservatory is only half built - no worries what you need is to waste our advisers time.

What you can see from the above is the result of unrealistic targets.
A much more business like approach would be be honest with enquiries , it would certainly impress me! As it is at least two of the above thought we were a set of pillocks ( one customer's exact words )

[pyramid]

Greenpesto, so that's why no appointments on the days with full availability.
Will do wonders for the lead to diary targets -there we go again.

[blinder]

Problems with diary?


First customer - called only to be greeted with "I rang up this morning and cancelled you until Wednesday"

Second customer - Called at 6.30, some 15 miles away from home to be told that they had specifically asked to be called on between 3 and six.

Got an appointment today in my diary for an out of guarantee service call 18 miles away from home in an outlying rural area.

On the notes it reminded me to charge £15!!

So the idiot at HQ expects me to a round trip of 36 miles, using 1.5 gals of fuel (£7.00), fix their blind - if it can be - no guarantee that will be possible on an old blind - use an hour on driving time plus time at job.

I don't think so.

This is just a regular snapshot of a day. It just drives me mad.

Link that to the amazing amount of nonsense told to customers makes the job unworkable.

Additionally the way we have been absolutely done over with that SAM box of poo means I am off asap.

Hillarys have been able to reduce data input staff costs by fortunes, the clever bit passing those costs to the advisors who actually now pay for the privelage of doing the data entry for them.

It just looks so stupid trying to measure up and resorting to tapping away on a tiny screen with a toothpick. Novelty at first, but trying to keep it all together in bright sunlight with a customer talking at you means mismeasures are on the up.

Pathetic.


So Red, you are not alone, it's just that most advisors are so busy trying to scratch a living and cover their backsides that they don't have time to post.

[RED]

These are the type of postings I mean. Great, keep them coming.
If my typical week so far is anything to go on then we are all in the same boat.
Only Wednesday day morning and already had about 3 run ins with diary booking. Not to mention all the other stupid things in the meantime.
Keep the postings coming, it shows a picture of why we are going down hill fast.

Red

[blindmanbill]

Hi everyone

Full days availability, only one app - a service call, so I will be ringing the customer first, to find out what the customer really wants!

[JoY]

blindmanbill said:

Hi everyone

Full days availability, only one app - a service call, so I will be ringing the customer first, to find out what the customer really wants!

Is it one of your customers?

Will you get paid?

Check first........

[RED]

If anyone feels not able to post on the open forum then pm me the problem. You do not need to leave any details so no one needs to know who you are. I am hoping to get a wide spread from all advisors to give a greater idea of the problem.

Red

[Blind Scout]

Customer this week, evening appointment, note said "as close to 6". However, that would mean travelling out from the area I was in, to her, and then double back to another appointment. When I called shortly after 7, she told me the appointment was between 6-7 and caould not see me now. Another wasted journey. I have noticed it is becoming more common, giving a restriction making it a 1 hour slot.

Although I do try to meet these types of requests, customers must be told it is an evening slot and the agent will need to sort his own routing. If necessary, make the note more open, ie customer will be available from 3 - 7. It would give us more flexibility, or we are going to 'phone every customer before the day and find out when they will be available. I don't even mind the note "please call 15m before arriving", especially for unoccupied properties, as it avoids the customer hanging around for hours.

[Dean]

farmer said:

Here is a diary booking problem for you Red.

I have a fiting booked into my diary for evening, june 2nd.
A Mrs Hendy customer No: 3311135.

Certainly is not my customer, not put in the diary by me.
Diary maintenace didn't do it, customer care didnt do it.

Is it a ghost in the machine, or is it the bradford lads coming into Huddersfield covering for the advisors> Can anyone shed any light on it please.

Theres an appt, an order and a fit all under your agency and it looks like a straight sam order so that is weird.

[reginald]

hi there Red like eveyone else I am also having problems with my diary ,as a full time sillarys fool I need them to get it right . This week despite having full availability I have had only 6 leads , 4 of them with incomplete addresses( was told by diary maintainence to consider buying a post code map or a better sat-nav system) another lead was for a vetical blind for an arched top recess window that clg said was "no problem". The cryptic notes that they give with the leads are sometimes like the Krypton factor trying to understand what they are actually saying, this txt spk and shorthand do my head in

[blinder]

Had another gem today from CLG -

"Attend before 2.30".

Due to the other leads I had scattered all over 'my' area I rang the custumer up to say i was running a bit late and it would be near 3 before i could get to them,

Man of the house got snotty so I told them that it wasn't always possible to adhere to strict times due to geography etc.

Threw the phone down on me.

Why, oh why, cant central leads try to look at logistics when sorting leads out.

They are getting to be a real nuisance.

[pyramid]

Blinder. As in my earlier post, reason is, CLG's job is to get leads, not make your life easier. Answer is, have your own agenda and do things that suit you- it's the only way to remain sane.

[gordon]

Had a call this afternoon for Roman blinds. Customer shows me a 'Colefax & Fowler' sample; apparently we will make blinds if a customer supplies the material - at least that was what Hillarys told her