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Post by mendipmagpie on Aug 19, 2006 22:53:50 GMT 1
How is everyone coping with the new payments for other agent service/second opinion calls.
I was informed today that the £20 is supposed to cover the first visit and the second for any remedial work so in a hyperthetical situation that could cover a full house and yet we are charged £20 per blind. I think somethin aint right here doc???
I personally will not do both calls for £20. Not only is it unfair but also removes the availability for your sales calls which would probably be worth a lot more than a service call so that translates to you being penalised for another agents error. I also know another advisor in the same situation who has not been paid for his initial call as he made the same decision as me.
How is everyone else finding it??
MM
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Post by RED on Aug 20, 2006 0:01:53 GMT 1
Heres an idea.
Why don't we have 60 slots in any one hour, we could call that a minuet.
If 1 appointment takes 4 slots and we have 3 hours that would be 45 customers in a 3 hour slot.
We could just sell 1 fabric of each type of blind so be in and out in under the four Min's.
OK, traveling time, lets knock it down to 3 slots per appointment, this would allow 1 min to travel to each customer. Easily done.
We could allow 1 slot for verticals.
2 slots for rollers.
1.5 slots for Venetians
6 slots for specialist items.
Now lets extend the day so that instead of 9.00am to 12.00, it would be 8.00 am to 1.00pm and 12.00 to 3.00pm would become 12.00 to 4.00pm and presto, we have found another two hours from nowhere. That was easy.
Now lets get 30 people in that have never fitted a blind and don't know the difference between an uppy downy blind and a Horice Ontal one and have no idea of geography of any area except 10 foot in front of them and give them some technology to work with thats more complicated than a calculator.
Now, can we bugger it up any more.
You bet we can, lets now make up a long and complicated list of fabrics that we sell but don't really sell , If you know what I mean.
Now lets remove the interest free option, give it a few weeks then bring it back in again, that will confuse everybody.
Back to the diary, lets add people that don't really exist.
Now lets introduce a really crap sale that gets the phones ringing but we don't really have anything to offer. That will be fun.
Now lets increase the amount of dor,s by cutting fabric in half and stapling it back together again. What a hoot.
Back to the diary, lets do an upgrade that wipes everybody's diary out and then we can put in whatever we want.
Now we can upset the agents by imposing high penalty payments for their mistakes even though they make a fraction of the ones we do and they put them right for no extra. Now lets make the insurance issue very clouded so we can scoop more money off them.
Back to the diary, lets put wrong phone numbers and house numbers so the advisers can not contact the customer. Lets spell the road name wrong and put the wrong day down.
Lets remove the 3rd stage bonus. That will go down well.
Oh lets charge them for SAM and the privilege of receiving information packets over the internet, and a printer while we are at it.
Diary again, lets change all the slots again, and lets give any conservatory's to specialists only and not give the specialists any other leads except conservatory's.
Now what can we give in return, oh yes, free SAM paper. Well bloody done.
Mmmmm, give it some time and I'm sure we can come up with more things to make life harder and selling more difficult. After all, its not hard.
Red
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Post by golfsthegame on Aug 20, 2006 0:20:38 GMT 1
Red do I detect a wee touch of cynicism in your posting or is it just me!!!!!!!!!!!!
golfsthegame
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Post by RED on Aug 20, 2006 0:27:26 GMT 1
Red do I detect a wee touch of cynicism in your posting or is it just me!!!!!!!!!!!! golfsthegame A wee touch, Never in our nations history have so few done so much to upset so many. I just get sick of all the hassle every day, on the hour, every hour there is a problem. I spend more time now on the phone sorting out problems than ever. Red |
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Post by farmer on Aug 20, 2006 10:21:53 GMT 1
Red do I detect a wee touch of cynicism in your posting or is it just me!!!!!!!!!!!! golfsthegame A wee touch, Never in our nations history have so few done so much to upset so many. I just get sick of all the hassle every day, on the hour, every hour there is a problem. I spend more time now on the phone sorting out problems than ever. Red As usual Red, you are spot on. Just what can we do, to sort out the shower of sh.....it at Hillarys. The call centre must have kids in there who cant even have the basic grasp of english, never mind geography. asked to do a service call this week. Rang mobile no: given, she's on her jolies in Turkey, (wipes out my so called payment !) got an absolute roasting, we are not to speak to her until she's back off her jollies, and after we have read the 2 letters she has sent John Risman. Letters? what letters ? Service centre says you cant have copy of letters 'cos of data protection act, oh and bye the way you are the 2nd advisor to give opinion on this. I ring 2nd advisor, he says he went here way back in the early months of the year, one or 2 things are wrong, but he hasn no authority to do anything, and the f.s.m is passing the buck!! What an absolute shambles! better than that, i have a customer with a conservatory full of verts, from june '05 with 2 slopers down the apex. After 4 attempts at over 2 hours per time to get these slopers made right, i asked for another advisor to go in, i was that slightly drunk off. asked yesterday to see if it had been sorted ? It had been sorted allright, they had closed the order down, and written off a £800 order !!! Now i know the blinds cost to hillarys would be about £50, but come on, is this not taking the absolute piss. This is the kind of unproffessional carry on that pisses us all off, and until John Risman gets it sorted, (if he is interested), then i am afraid, all this talk about forced availability, lead effect, conversion rate and all the targets they go on about are all bollocks to me. All everyone up the chain from us, seems bothered about, is the bottom line. from bonuses to the f.s.m, right up to the profits to the shareholders. We have got to realise that is all it is about now, and no matter how much moaning we do, wether for good or bad intentions, it ain't going to make no difference. we have got to deal with it each in our own way, and that can quite easily be done. at the end of the day we are all just a name and number, as most employees are. |
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Post by Blind Scout on Aug 20, 2006 23:01:49 GMT 1
How is everyone coping with the new payments for other agent service/second opinion calls. I was informed today that the £20 is supposed to cover the first visit and the second for any remedial work so in a hyperthetical situation that could cover a full house and yet we are charged £20 per blind. I think somethin aint right here doc??? I personally will not do both calls for £20. Not only is it unfair but also removes the availability for your sales calls which would probably be worth a lot more than a service call so that translates to you being penalised for another agents error. I also know another advisor in the same situation who has not been paid for his initial call as he made the same decision as me. How is everyone else finding it?? MM Had a service call Thursday night, one of my customers. One of the romans I fitted 6 months ago, had frayed. Called SS on Friday. Told it is the 1st DOR and no payment, yet I also have to go back and fit it. When I protested, told to take it up with FSM. If I refuse to go, I would be docked the £20 to pay the attending agent. You just can't win. |
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*Star*man*
Full Member
Advisor with some experience - UK
Posts: 171
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Post by *Star*man* on Aug 21, 2006 0:29:48 GMT 1
How is everyone coping with the new payments for other agent service/second opinion calls. I was informed today that the £20 is supposed to cover the first visit and the second for any remedial work so in a hyperthetical situation that could cover a full house and yet we are charged £20 per blind. I think somethin aint right here doc??? I personally will not do both calls for £20. Not only is it unfair but also removes the availability for your sales calls which would probably be worth a lot more than a service call so that translates to you being penalised for another agents error. I also know another advisor in the same situation who has not been paid for his initial call as he made the same decision as me. How is everyone else finding it?? MM Had a service call Thursday night, one of my customers. One of the romans I fitted 6 months ago, had frayed. Called SS on Friday. Told it is the 1st DOR and no payment, yet I also have to go back and fit it. When I protested, told to take it up with FSM. If I refuse to go, I would be docked the £20 to pay the attending agent. You just can't win. Hillarys have us by the Short and Curlies !! We need to get them over a barrel !! |
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Post by mendipmagpie on Aug 21, 2006 21:35:03 GMT 1
Hi BS
Surely according to THE LETTER laying out the new payments your call is IN Gaurentee not a DOR so therefore you are entitled to payment. Once again we are suffering from the non clarification issue. The fault in this case is NOT your error so how can you be fined for not attending. It just beggers belief.
MM
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Post by silktown1 on Aug 22, 2006 0:37:50 GMT 1
agent 1 hillarys 0 had a service call a few weeks back to fix a vert head-rail,turned out blind was about 5 years old and not even one of ours. why was i sent ? customer only been in the house for 4 weeks so inherited the blind,got one of our flyers and rang us. cust service could not be bothered to see if 1 of our blinds was sold at that address i told her i could not fix it and sold her a new 1 for 130 quid. went home,,,rang cust serv ,,,,,,told them i fixed blind so want £20 service call GOT IT ;D PLUS COMMS ON £130 it does not happen often ,,,but when it does ENJOY I amend top line agent 1 Hillary's 15 or more lots to claw back yet  |
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Post by euroweb on Aug 22, 2006 22:00:04 GMT 1
Red
ROTFL (Rolled On The Floor Laughing)
Am with you on this one in your sentiments, hope you can still laugh at the chaos as I can.
BTW Im on my lollies last week and this, last Monday (first day of my Holiday) FSM calls at 10am to ask am I back at work yet !
OK that was it SAM is now in flight mode, got a couple of emails though from service center (guess they realised the phone is off) one is for a customer who wants the blinds fitted before the weekend as she has visitors, this is the same customer who works until 8pm each night, and is away most weekends, and who I have even offered to come and fit on a Sunday just to get the job done, guess what . . . she wont have her blinds this weekend.
Am I stressed am I **** Im on Holiday ;-)
As I as told in the 'Training Academy' hey chill its only blinds ;-)
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Post by keenasmustard on Aug 23, 2006 8:17:18 GMT 1
Red ROTFL (Rolled On The Floor Laughing) Am with you on this one in your sentiments, hope you can still laugh at the chaos as I can. BTW Im on my lollies last week and this, last Monday (first day of my Holiday) FSM calls at 10am to ask am I back at work yet ! OK that was it SAM is now in flight mode, got a couple of emails though from service center (guess they realised the phone is off) one is for a customer who wants the blinds fitted before the weekend as she has visitors, this is the same customer who works until 8pm each night, and is away most weekends, and who I have even offered to come and fit on a Sunday just to get the job done, guess what . . . she wont have her blinds this weekend. Am I stressed am I **** Im on Holiday ;-) As I as told in the 'Training Academy' hey chill its only blinds ;-) why don't we all take the bank holiday off ;D  |
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reginald
Junior Member
agent 27 years
Posts: 70
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Post by reginald on Aug 23, 2006 15:45:29 GMT 1
Sorry folks but I have to give praise to the young lady I have just spoken to in service support .I tried to get a headrail sent back for repair as it had developed "lazy carriers" after about six months .The support associate told "dont bother just request a new headrail and you will be paid £15 " "otherwise you will not be paid anything" Many thanks SS
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Post by RED on Aug 23, 2006 16:44:39 GMT 1
Sorry folks but I have to give praise to the young lady I have just spoken to in service support .I tried to get a headrail sent back for repair as it had developed "lazy carriers" after about six months .The support associate told "dont bother just request a new headrail and you will be paid £15 " "otherwise you will not be paid anything" Many thanks SS It is nice to be able to praise people for their efforts and this lady should be praised. However if Hillarys found out they would probably penalize her for her efforts so a no names policy to protect the innocent should be adopted from now on. Its just a shame their is not more positive things like this to report, if there were I think most advisor's would be in a much better frame of mind. Red |
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Post by JoY on Aug 23, 2006 17:42:27 GMT 1
Sorry folks but I have to give praise to the young lady I have just spoken to in service support .I tried to get a headrail sent back for repair as it had developed "lazy carriers" after about six months .The support associate told "dont bother just request a new headrail and you will be paid £15 " "otherwise you will not be paid anything" Many thanks SS Am I missing something? Why wouldn't you get £15 for a service call if it was sent back for repair? I can see it would save 2 trips by ordering a new one.... but you should still get paid for a service call.....  |
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Post by thelloydgang on Aug 23, 2006 18:02:31 GMT 1
My understanding JoynMik is that if the blind is in guarantee the first "repair" call out is classed the same as a first DOR. As the advisor who sold the blind we are expected to "service" the customer once without getting paid. If we refuse another advisor is sent in to carry out service call..........they get paid £20 and we get charged the £20! Unfair I know but that's the way it is unfortunately! Also, I've been told by my FSM that the "incentive/rewards committee" is finally being set up and will be meeting in the next few weeks to discuss and implement incentives for us advisors! He's also on this committee so I for one will certainly be asking how it's going! Watch this space! K  |
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