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Post by OH MY GOD on Jun 27, 2008 20:42:38 GMT
LET US PRAY
OUR BLINDS, WHICH COME FROM NOTTINGHAM
HILLARY’S BE THY NAME
FROM CHINA THEY COME
SOON THEY’LL COME UNDONE, IN EARTH AS IT IS IN HEAVEN
GIVE US THIS DAY OUR DAIL SPIN
AND FORGIVE US OUR TRESPASSES, AS WE FORGIVE THE SERVICE CENTRE THAT TRESPASS AGAINST US
AND LEAD US NOT INTO TEMPTATION
BUT DELIVER US FROM WEB-BLINDS
FOR YOURS IS OUR AREA, YOU HAVE THE POWER, BUT DO NOTHING WITH IT, FOR EVER AND EVER. FSM
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Post by guest on Jun 27, 2008 23:18:59 GMT
Oh my God.........your good. I have not laughed so much in ages.
Please do not go away ;D
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Post by Gusset on Jun 27, 2008 23:26:04 GMT
Oh my God.........your good. I have not laughed so much in ages. Please do not go away ;D Excellent and true. They should take that up as head office prayer and say it every morning. ;D |
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Post by sirkitmain on Jun 30, 2008 8:40:03 GMT
Hi all...
This makes interesting reading... and amazing how statistics can fudge the real issues and truth. I was surprised only two people complained to the ASA. Only 450 disappointed customers? Judging by the number of posts on the Hillarys forums you would have thought there had been many more than that who were disappointed - including advisor's. It's a pity that Hillarys are not made to be more specific about what blinds were not supplied in time. Romans seemed to be the biggest problem. I also note that Hillarys claimed they had contacted all disappointed customers. Not true as I was asked by Hillarys if I would contact the customer for a late Roman. I still had to give the customer a 5% discount, but rather me negotiate with the customer than Hillarys offer some ridiculous large discount. But I wonder how many other advisors lost income having to give discounts for Hillarys incompetence. Would also be interesting to know how many DOR's were required out of the 450. I understand the Hillarys forums have raised this issue about Romans recently and I certainly had several Roman DOR's before being 'termination' at March end. The ASA should also wrap Hillarys knuckles for their 50% off promotion that does not make clear it's on selected items only. There has been much advisor criticism on this.
Anyway congratulations to the two customers who took the trouble to complain and had their complaint upheld....
ASA Adjudications
Hillarys Blinds Ltd
Colwick Business Park
Private Road No 2
Colwick
Nottingham
NG4 2JR
Number of complaints: 2
Date: 30 April 2008
Media: Television, Leaflet
Sector: Household
Agency: McCann Erickson
Ad
A leaflet and a TV ad for Hillarys Blinds:
a. the leaflet was headed "BLINDS FITTED IN TIME FOR CHRISTMAS - ORDER BY 14 DECEMBER." It showed several room settings with Roman, Venetian, Roller, Vertical, Pleated and Woodweave blinds and wooden shutters." Text inside the leaflet stated "Up to 50% off and fitted in time for Christmas! Order by 14 December" and "Trust Hillarys to fit your new blinds in time for Christmas." Text on the back of the leaflet stated "THERE'S STILL TIME TO GET NEW BLINDS FOR CHRISTMAS AND SAVE UP TO 50% - HURRY, ORDER BY 14 DECEMBER" and "CALL NOW TO BOOK YOUR APPOINTMENT 0800 XXX XXXX Or book online ..." Small print on the reverse of the leaflet stated "Order in time for Christmas date only applies to made-to-measure blinds and does not apply to Shutters, Awnings or Canopies. Subject to availability."
b. the TV ad showed blinds in various room settings and stated "There's still time to get your home dressed up for Christmas with a new blind from Hillarys! But Christmas is nearly here, so call today and you could save up to 50% off selected blinds ... order by December 14th and get your blinds fitted for Christmas! Book online or call now on 0800 XXX XXXX." On-screen text stated "On selected blinds. Subject to availability" and "Order by 14th December for pre Christmas delivery."
Issue
A recipient and a viewer challenged the claims in the leaflet and the TV ad that customers who ordered by 14 December would have their blinds fitted for Christmas.
The CAP Code: 7.1;3.1;16.1
BCAP TV Advertising Code: 5.1;5.2.3
Response
Hillarys Blinds Ltd (Hillarys) said the TV ad had run from 1st November 2007 until 7th December 2007, and the leaflet campaign from 5th November 2007 to 7th December 2007. They said the offer stated that orders must be placed by 14th December, and explained that they had ended both ads a week before that date so as not to drive demand too close to the 14th that it would make it difficult to fulfil the offer. They said that, from previous experience, there was a typical four-day delay between the customer calling them to book an appointment with an Advisor and the actual date that the Advisor was able to visit the customer. Hillarys explained that they had a nationwide network of self-employed advisors who visited potential customers to offer advice, measure up for required products, submit customer orders and return to fit the purchased product.
Hillarys explained that they had estimated the number of orders they would receive during the advertising period on the basis of past records of their year-on-year performance, as well as their experience of peaks and troughs in demand based on seasonality. Hillarys said that, whilst they received a similar number of overall orders to that which they had expected, based on previous years' Christmas campaigns, the pattern in which those orders were received were significantly different to what they had come to expect. They explained that they received 12% more orders than expected in the final weeks of production prior to the fitting before Christmas period. They said they believed that was due to a general trend of customers leaving their Christmas shopping much later before making purchases.
Hillarys said they had pre-planned strategies to ensure that anticipated orders would be fulfilled. These included organising additional deliveries and investing in external carrier solutions to supplement their existing delivery network, adding additional shifts in their manufacturing facilities to ensure the product was available to ship as soon as possible, inviting their entire Advisor network to road shows around the country where they discussed tactics for the anticipated busy period, and weekly senior management meetings from mid October to ensure that business operations ran smoothly in the run up to Christmas.
Hillarys explained that they used different 0800 telephone numbers across their full range of advertising and marketing materials. They said that each 0800 number carried a code which was recognised by their telephone system when a call was taken in the Hillarys Contact Centre. They explained that because each individual TV ad and leaflet had its own 0800 number and code, they could calculate the number of leads generated by each media. Hillarys sent data which showed the volume of leads and orders generated by both the TV ad and the leaflet.
Hillarys said the TV ad accounted for approximately 6.5% and the leaflet for approximately 15.5% of the total amount of leads they received during the advertising period. They said they received 2% more leads in total than they had expected. Hillarys explained that 96% of the orders placed as a result of the TV ad had been fitted before Christmas, and that 96% of the orders placed as a result of the leaflet campaign had also been fitted before Christmas. Hillarys said 134 customers who responded to the TV ad did not have their blinds fitted before Christmas, and that for customers responding to the leaflet that figure was 316.
Hillarys explained that all of those customers who did not have their blinds fitted before Christmas were contacted by their Customer Services Team with a view to offering an alternative solution. Of the 450 customers contacted, Hillarys said only three cancelled their order and were given a full refund. They said the remaining customers were given a later fitting date and some also received a discount. Hillarys said that, while they were extremely disappointed that some customers' orders could not be fitted in line with the Christmas promise, they took some comfort from the fact that only three customers cancelled their orders.
Hillarys said they had recently held a performance review meeting to reflect on their service in the run up to Christmas, and to discuss possible changes to the process. They explained that there were two factors beyond their control which had made it difficult to comply with the pre-Christmas delivery promise made in the leaflet and TV ads. The first of these was the unanticipated surge in orders towards the end of the campaign, which had not happened in previous years. They said their estimation was based on a constant flow of orders during the advertising period. Secondly, Hillarys explained that they had experienced a different product mix than they had anticipated. They said historically one particular type of blind had only accounted for 4.6% of the mix during the pre-Christmas period, but that orders for that style had increased to 7.4% in 2007, which was an increase of over 60%. They said that product was a significant cause of their failure to fit blinds in time for Christmas, because demand for that item unexpectedly out-stripped supply.
Clearcast said they asked Hillarys to confirm that, in every case, if customers ordered blinds before 14th December they would receive them by Christmas. They said Hillarys had confirmed that to them in writing.
Assessment
Upheld
The ASA noted that Hillarys had estimated the number of orders they were likely to receive based on previous years' Christmas campaigns and their past experience of seasonal demand for their products. We acknowledged that Hillarys had put in place strategies to try and ensure that the anticipated extra orders received as a result of the TV and leaflet ads would be fulfilled. We noted that Hillarys had been surprised by the surge in orders towards the end of, and after, the campaign, and that demand for one particular product had been especially unexpected. We also acknowledged that Hillarys had contacted all of the customers whose orders would not be delivered before Christmas and had offered them a full refund or alternative, later fitting date. Nevertheless, we considered that those 450 customers amounted to a significant number of customers who did not have their blinds fitted in line with the pre-Christmas promise. We therefore concluded that the claims "blinds fitted in time for Christmas - order by 14th December" in the leaflet, and "order by 14th December and get your blinds fitted for Christmas" in the TV ad, were misleading.
The leaflet (a) breached CAP Code clauses 3.1 (Substantiation), 7.1 (Truthfulness) and 16.1 (Availability of products).
The TV ad (b) breached TV Advertising Standards Code rules 5.1 (Misleading Advertising) and 5.2.3 (Qualifications).
Action
We told Hillarys not to repeat the ad. We advised them to seek guidance from our Copy Advice team when preparing similar ads in the future.
Adjudication of the ASA Council (Broadcast)
Adjudication of the ASA Council (Non-broadcast)
--------------------------------------------------------------------------------
back | top
Advertising Standards Authority,
Mid City Place, 71 High Holborn, London, WC1V 6QT, United Kingdom
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Post by blindmansam on Jun 30, 2008 22:54:50 GMT
Hi all... This makes interesting reading... and amazing how statistics can fudge the real issues and truth. I was surprised only two people complained to the ASA. Only 450 disappointed customers? Judging by the number of posts on the Hillarys forums you would have thought there had been many more than that who were disappointed - including advisor's. It's a pity that Hillarys are not made to be more specific about what blinds were not supplied in time. Romans seemed to be the biggest problem. I also note that Hillarys claimed they had contacted all disappointed customers. Not true as I was asked by Hillarys if I would contact the customer for a late Roman. I still had to give the customer a 5% discount, but rather me negotiate with the customer than Hillarys offer some ridiculous large discount. But I wonder how many other advisors lost income having to give discounts for Hillarys incompetence. Would also be interesting to know how many DOR's were required out of the 450. I understand the Hillarys forums have raised this issue about Romans recently and I certainly had several Roman DOR's before being 'termination' at March end. The ASA should also wrap Hillarys knuckles for their 50% off promotion that does not make clear it's on selected items only. There has been much advisor criticism on this. Anyway congratulations to the two customers who took the trouble to complain and had their complaint upheld.... ASA Adjudications Hillarys Blinds Ltd Colwick Business Park Private Road No 2 Colwick Nottingham NG4 2JR Number of complaints: 2 Date: 30 April 2008 Media: Television, Leaflet Sector: Household Agency: McCann Erickson Ad A leaflet and a TV ad for Hillarys Blinds: a. the leaflet was headed "BLINDS FITTED IN TIME FOR CHRISTMAS - ORDER BY 14 DECEMBER." It showed several room settings with Roman, Venetian, Roller, Vertical, Pleated and Woodweave blinds and wooden shutters." Text inside the leaflet stated "Up to 50% off and fitted in time for Christmas! Order by 14 December" and "Trust Hillarys to fit your new blinds in time for Christmas." Text on the back of the leaflet stated "THERE'S STILL TIME TO GET NEW BLINDS FOR CHRISTMAS AND SAVE UP TO 50% - HURRY, ORDER BY 14 DECEMBER" and "CALL NOW TO BOOK YOUR APPOINTMENT 0800 XXX XXXX Or book online ..." Small print on the reverse of the leaflet stated "Order in time for Christmas date only applies to made-to-measure blinds and does not apply to Shutters, Awnings or Canopies. Subject to availability." b. the TV ad showed blinds in various room settings and stated "There's still time to get your home dressed up for Christmas with a new blind from Hillarys! But Christmas is nearly here, so call today and you could save up to 50% off selected blinds ... order by December 14th and get your blinds fitted for Christmas! Book online or call now on 0800 XXX XXXX." On-screen text stated "On selected blinds. Subject to availability" and "Order by 14th December for pre Christmas delivery." Issue A recipient and a viewer challenged the claims in the leaflet and the TV ad that customers who ordered by 14 December would have their blinds fitted for Christmas. The CAP Code: 7.1;3.1;16.1 BCAP TV Advertising Code: 5.1;5.2.3 Response Hillarys Blinds Ltd (Hillarys) said the TV ad had run from 1st November 2007 until 7th December 2007, and the leaflet campaign from 5th November 2007 to 7th December 2007. They said the offer stated that orders must be placed by 14th December, and explained that they had ended both ads a week before that date so as not to drive demand too close to the 14th that it would make it difficult to fulfil the offer. They said that, from previous experience, there was a typical four-day delay between the customer calling them to book an appointment with an Advisor and the actual date that the Advisor was able to visit the customer. Hillarys explained that they had a nationwide network of self-employed advisors who visited potential customers to offer advice, measure up for required products, submit customer orders and return to fit the purchased product. Hillarys explained that they had estimated the number of orders they would receive during the advertising period on the basis of past records of their year-on-year performance, as well as their experience of peaks and troughs in demand based on seasonality. Hillarys said that, whilst they received a similar number of overall orders to that which they had expected, based on previous years' Christmas campaigns, the pattern in which those orders were received were significantly different to what they had come to expect. They explained that they received 12% more orders than expected in the final weeks of production prior to the fitting before Christmas period. They said they believed that was due to a general trend of customers leaving their Christmas shopping much later before making purchases. Hillarys said they had pre-planned strategies to ensure that anticipated orders would be fulfilled. These included organising additional deliveries and investing in external carrier solutions to supplement their existing delivery network, adding additional shifts in their manufacturing facilities to ensure the product was available to ship as soon as possible, inviting their entire Advisor network to road shows around the country where they discussed tactics for the anticipated busy period, and weekly senior management meetings from mid October to ensure that business operations ran smoothly in the run up to Christmas. Hillarys explained that they used different 0800 telephone numbers across their full range of advertising and marketing materials. They said that each 0800 number carried a code which was recognised by their telephone system when a call was taken in the Hillarys Contact Centre. They explained that because each individual TV ad and leaflet had its own 0800 number and code, they could calculate the number of leads generated by each media. Hillarys sent data which showed the volume of leads and orders generated by both the TV ad and the leaflet. Hillarys said the TV ad accounted for approximately 6.5% and the leaflet for approximately 15.5% of the total amount of leads they received during the advertising period. They said they received 2% more leads in total than they had expected. Hillarys explained that 96% of the orders placed as a result of the TV ad had been fitted before Christmas, and that 96% of the orders placed as a result of the leaflet campaign had also been fitted before Christmas. Hillarys said 134 customers who responded to the TV ad did not have their blinds fitted before Christmas, and that for customers responding to the leaflet that figure was 316. Hillarys explained that all of those customers who did not have their blinds fitted before Christmas were contacted by their Customer Services Team with a view to offering an alternative solution. Of the 450 customers contacted, Hillarys said only three cancelled their order and were given a full refund. They said the remaining customers were given a later fitting date and some also received a discount. Hillarys said that, while they were extremely disappointed that some customers' orders could not be fitted in line with the Christmas promise, they took some comfort from the fact that only three customers cancelled their orders. Hillarys said they had recently held a performance review meeting to reflect on their service in the run up to Christmas, and to discuss possible changes to the process. They explained that there were two factors beyond their control which had made it difficult to comply with the pre-Christmas delivery promise made in the leaflet and TV ads. The first of these was the unanticipated surge in orders towards the end of the campaign, which had not happened in previous years. They said their estimation was based on a constant flow of orders during the advertising period. Secondly, Hillarys explained that they had experienced a different product mix than they had anticipated. They said historically one particular type of blind had only accounted for 4.6% of the mix during the pre-Christmas period, but that orders for that style had increased to 7.4% in 2007, which was an increase of over 60%. They said that product was a significant cause of their failure to fit blinds in time for Christmas, because demand for that item unexpectedly out-stripped supply. Clearcast said they asked Hillarys to confirm that, in every case, if customers ordered blinds before 14th December they would receive them by Christmas. They said Hillarys had confirmed that to them in writing. Assessment Upheld The ASA noted that Hillarys had estimated the number of orders they were likely to receive based on previous years' Christmas campaigns and their past experience of seasonal demand for their products. We acknowledged that Hillarys had put in place strategies to try and ensure that the anticipated extra orders received as a result of the TV and leaflet ads would be fulfilled. We noted that Hillarys had been surprised by the surge in orders towards the end of, and after, the campaign, and that demand for one particular product had been especially unexpected. We also acknowledged that Hillarys had contacted all of the customers whose orders would not be delivered before Christmas and had offered them a full refund or alternative, later fitting date. Nevertheless, we considered that those 450 customers amounted to a significant number of customers who did not have their blinds fitted in line with the pre-Christmas promise. We therefore concluded that the claims "blinds fitted in time for Christmas - order by 14th December" in the leaflet, and "order by 14th December and get your blinds fitted for Christmas" in the TV ad, were misleading. The leaflet (a) breached CAP Code clauses 3.1 (Substantiation), 7.1 (Truthfulness) and 16.1 (Availability of products). The TV ad (b) breached TV Advertising Standards Code rules 5.1 (Misleading Advertising) and 5.2.3 (Qualifications). Action We told Hillarys not to repeat the ad. We advised them to seek guidance from our Copy Advice team when preparing similar ads in the future. Adjudication of the ASA Council (Broadcast) Adjudication of the ASA Council (Non-broadcast) -------------------------------------------------------------------------------- back | top Advertising Standards Authority, Mid City Place, 71 High Holborn, London, WC1V 6QT, United Kingdom But will they learn...? Next Christmas it'll be Order by DEC13th !!!!! LOL |
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Post by blindone on Aug 19, 2008 18:41:26 GMT
Following on from my post yesterday about the termination of Chorley this week I see today that agent Tallis with 15 years experience has been terminated and has posted his heartfelt feelings about Hillarys. I hope he doesn't mind me copying and posting his intelligent comments. I'm sure he will also be 'Neurotics Anonymous' on Monday morning. Fortunately his post will probably remain for this weekend on the Hillarys site as allegedly the highly paid IT department don't work weekends. I'm sure Chorley's and Tallis's comments will be quickly removed from the Hillarys forums as 'terminated advisors' like mine were. (Hillarys seem to have removed the print-out option of their forums.) I agree with Tallis, Chorley and I'm sure many others that Hillarys has totally lost the plot. They seem to have forgotten that they are only a manufacturer/supplier and thought that IT was a wonderful business innovation to expand the business. It's just too costly and complicated to run and I'm betting it will eventually send the PE backers running for a safer investment having eventually realised that Hillarys managemnt have been so incompetent and have 'terminated' their best advisors . In desperation to get income I note Hillarys is now asking £1,000 for signing up as an advisor... my advice is don't do it! Anyway, good luck to Chorley and Tallis. Here's Tallis's 'Goodbye'... A few weeks ago, over the week-end, I inadvertently took an update on SAM I should not have, and subsequently my SAM device did not work. I contacted IT first thing Monday morning. They said they would send me an SD card that would correct the problem and I should receive this card the next day. Having no paper order pads, I phoned diary management to let them know the situation. They said I could get order pads from my Fsm. I felt that the time it would take for them to come, I would have SAM up and running. How wrong I was and with hindsight I should have ordered pads. During the week, no SD card arrived, and I spoke to diary management several times, each time they said they would take care of the appointments. They did not. On Saturday the new SD card arrived and I spent time over the week-end trying to get it loaded onto SAM. Spoke to It on Monday morning again, they said I would have to send the device back, and I would have it returned within 2 days. My SAM finally arrived on the Saturday!
Meanwhile, during that last week I had a meeting with my fsm, who I believe diary had informed of the situation, and I also explained the above. The meeting was pretty usual as far as fsm meetings go these days. I perhaps demonstrated a lack of enthusiasm for being able to always “toe the Hillarys line” as far as the practicalities of always being able to send quotes in via SAM, (according to latest memo from Craig we can send them in via other means now too). Also explaining how I would have to put “advisor not available” on appointments that I could not attend, due to poor postcode coordination by diary management. You can’t be in two places at once, nor has teleportation been invented yet! In my opinion, my fsm demonstrated the now typical shallow vision, and a lack of ability to comprehend the real issues we face on a daily basis, and to grasp the problems by the “scruff of the neck” and allow us to resolve them together. For a long time now it seems fsm’s are aware, that they have to make judgements on performance with largely inaccurate figures. Why is it that they show no interest or concern in an explanation for the accusations? When there is a problem a good manager will try to resolve the issues, looking into specifics, working out solutions, not using threats and showing no interest in what is relatively a solvable issue.
There seems to be a distinct lack of concern and a lethargic “I can’t do anything about that” approach. Issues have been raised that are pertinent to a successful business and have been dealt with by “shrug your shoulders management.” This is also evident in group meetings. There is a cyclical pattern of repeat here that surely someone with genuine concern for Hillarys is making note off.
On the Friday before I get my SAM back, I get a call from my fsm saying he wants to terminate me. (I suppose that’s one way to solve a problem). The words he used were, he would “struggle to work with me”. I’m sorry , but what I struggle to see is, what now, or in the last few months has actually been done by way of “working with me” that has played any significant effect, or had a positive (or any) impact on my business. Is not good management all about “struggling”, most issues can be resolved by good communication. I, like many others ask the question, what exactly can an fsm do for my business that wouldn’t happen anyway. For most capable advisors an fsm is largely insignificant, a point of contact when things can’t be resolved any other way. They seem to be nothing but “middle men”, conveying the latest missive from above, while focusing solely on their bonus, regardless of the long term negative effects on an area. Improving diary and service support would practically eliminate the need for them altogether. I think it’s about time the centre of focus shifted back to the capable advisers. Particularly as most fsm’s are gone in a few years and we are left to soldier on.
After my initial surprise and efforts to correct his misinterpretation of circumstances, he said he would think about it over the week-end and call on Monday. So next week comes, I have a SAM and appointments booked, but no idea if I am an advisor or not. This is the sort of indecisive and “hands tied” management that has done damage to relationships and ultimately mine and your business. I finally get a call on Wed and am terminated. I’m not sure why.
For my part, I know decisions that have been made by fsm’s and others in the past have directly and indirectly resulted in my business now turning over half of what it has done, could, and should be doing now. Here is someone with the motivation, capability, experience of over 15 years, and a track record of a very efficient and successful agency behind him, having his business strangled. Not least by poor interdepartmental communication and accountability, poor and largely deconstructive diary management, lowering quality standards, real truths being spun into unreal half truths which manipulate us and the customers, and managements unconcern and seeming incapability to resolve issues and stimulate growth. How is it that you can have someone who has in the past sold and fitted more roof blinds than any other advisor, now effectively being unable to sell or fit them. What other business would asset strip themselves like that?
Other such situations that are unacceptable are, having a small roman blind made 4 times before it comes with the crystal bead trim. Then that same customer getting a discount, which means less commission, without consultation with me and despite the fact she has had a working blind fitted, all be it without the decorative beads. A customer waiting a year (and still waiting) to have roof blinds made at the measurements I originally gave, despite several phone calls with service support and fsm, I still get a call every 2 months or so, asking what’s happening! Waiting and waiting for dor’s, not least of which are a wooden pelmet which was scratched and an easistop blind that is on its third dor, both of these are two months old now. The reluctance to pay out for dor’s and service calls, despite constant chasing. All of the above scenarios are commonplace, and if nothing else Hillarys over the years are consistent in their inability to show improvements in these areas, if anything things are getting worse and I think we all know why.
These situations and others, we all experience day after frustrating day, have led to a severe demoralization on my part. Magnified, by the so called importance of, “policy of the month” management, which to any long standing advisor, can become tiresome. Decision making that seems to be dictatorial and detached from the reality of the advisors world. An absolute wealth of experience and knowledge that is largely untapped and ignored. I know I am better than I am being allowed to be. I feel my business is being hindered and held back. On a daily basis I see lost opportunities that have financial implications, but no-one is listening.
I think it is quite sad that it has come to this. I will now look at the other offers and opportunities that are there, whereby my skills and experience will be valued, and appreciated, both by financial reward, and a genuine concern to make a business successful for mutual benefit. I suspect, well I know, I am not the only one who feels this way, the evidence is obvious, and screaming to be heard and dealt with instead of being glossed over, spun, and swept under the carpet. There does seem to be a pattern of repeat, whereby success is not rewarded and Hillarys become kingmakers of ex advisors that go on to rule in different kingdoms. That in my opinion is a shame. When most of the capable advisors are gone, Hillarys will be left with a load of “Ruperts” (ask Clive). It’s all well and good looking at the “big picture”, but we should never lose sight of the small parts that make the whole what it is.
I’ve been in the blind trade now for over 15 years, and guess what; it doesn’t take a genius to realise that’s where I’ll probably continue to be. Unfortunately, just not with Hillarys (or “Sillarys” as they seem to be called on other forums, perhaps, on occasion justifiably). It is with regret that I find myself in this situation, and I use the word “unfortunate” with genuine sincerity. There have been some really good times and great successes over the years, I have managed to make Hillarys work for me. My family and I have benefited greatly and I know the company has too. I recognise that this is just my view of events and things can look different from other perspectives, I have tried to see and understand that perspective, it’s been hard. I am not “terminating”, I have been “terminated”, but like Arnie I like to think “I’ll be back” selling blinds.
There are some genuinely good people working for Hillarys and I have had the pleasure of working with them. Despite the ups and downs over the years, I like to think I have made some friends and perhaps some enemies, I like to think the enemies are only so because of a lack of mutual understanding, and in different circumstances would be friends. I hold no grudges and wish all good luck in making it work for them.
Thank you. |
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Post by PNRHB on Aug 21, 2008 1:14:39 GMT
Following on from my post yesterday about the termination of Chorley this week I see today that agent Tallis with 15 years experience has been terminated and has posted his heartfelt feelings about Hillarys. I hope he doesn't mind me copying and posting his intelligent comments. I'm sure he will also be 'Neurotics Anonymous' on Monday morning. Fortunately his post will probably remain for this weekend on the Hillarys site as allegedly the highly paid IT department don't work weekends. I'm sure Chorley's and Tallis's comments will be quickly removed from the Hillarys forums as 'terminated advisors' like mine were. (Hillarys seem to have removed the print-out option of their forums.) I agree with Tallis, Chorley and I'm sure many others that Hillarys has totally lost the plot. They seem to have forgotten that they are only a manufacturer/supplier and thought that IT was a wonderful business innovation to expand the business. It's just too costly and complicated to run and I'm betting it will eventually send the PE backers running for a safer investment having eventually realised that Hillarys managemnt have been so incompetent and have 'terminated' their best advisors . In desperation to get income I note Hillarys is now asking £1,000 for signing up as an advisor... my advice is don't do it! Anyway, good luck to Chorley and Tallis. Here's Tallis's 'Goodbye'... A few weeks ago, over the week-end, I inadvertently took an update on SAM I should not have, and subsequently my SAM device did not work. I contacted IT first thing Monday morning. They said they would send me an SD card that would correct the problem and I should receive this card the next day. Having no paper order pads, I phoned diary management to let them know the situation. They said I could get order pads from my Fsm. I felt that the time it would take for them to come, I would have SAM up and running. How wrong I was and with hindsight I should have ordered pads. During the week, no SD card arrived, and I spoke to diary management several times, each time they said they would take care of the appointments. They did not. On Saturday the new SD card arrived and I spent time over the week-end trying to get it loaded onto SAM. Spoke to It on Monday morning again, they said I would have to send the device back, and I would have it returned within 2 days. My SAM finally arrived on the Saturday!
Meanwhile, during that last week I had a meeting with my fsm, who I believe diary had informed of the situation, and I also explained the above. The meeting was pretty usual as far as fsm meetings go these days. I perhaps demonstrated a lack of enthusiasm for being able to always “toe the Hillarys line” as far as the practicalities of always being able to send quotes in via SAM, (according to latest memo from Craig we can send them in via other means now too). Also explaining how I would have to put “advisor not available” on appointments that I could not attend, due to poor postcode coordination by diary management. You can’t be in two places at once, nor has teleportation been invented yet! In my opinion, my fsm demonstrated the now typical shallow vision, and a lack of ability to comprehend the real issues we face on a daily basis, and to grasp the problems by the “scruff of the neck” and allow us to resolve them together. For a long time now it seems fsm’s are aware, that they have to make judgements on performance with largely inaccurate figures. Why is it that they show no interest or concern in an explanation for the accusations? When there is a problem a good manager will try to resolve the issues, looking into specifics, working out solutions, not using threats and showing no interest in what is relatively a solvable issue.
There seems to be a distinct lack of concern and a lethargic “I can’t do anything about that” approach. Issues have been raised that are pertinent to a successful business and have been dealt with by “shrug your shoulders management.” This is also evident in group meetings. There is a cyclical pattern of repeat here that surely someone with genuine concern for Hillarys is making note off.
On the Friday before I get my SAM back, I get a call from my fsm saying he wants to terminate me. (I suppose that’s one way to solve a problem). The words he used were, he would “struggle to work with me”. I’m sorry , but what I struggle to see is, what now, or in the last few months has actually been done by way of “working with me” that has played any significant effect, or had a positive (or any) impact on my business. Is not good management all about “struggling”, most issues can be resolved by good communication. I, like many others ask the question, what exactly can an fsm do for my business that wouldn’t happen anyway. For most capable advisors an fsm is largely insignificant, a point of contact when things can’t be resolved any other way. They seem to be nothing but “middle men”, conveying the latest missive from above, while focusing solely on their bonus, regardless of the long term negative effects on an area. Improving diary and service support would practically eliminate the need for them altogether. I think it’s about time the centre of focus shifted back to the capable advisers. Particularly as most fsm’s are gone in a few years and we are left to soldier on.
After my initial surprise and efforts to correct his misinterpretation of circumstances, he said he would think about it over the week-end and call on Monday. So next week comes, I have a SAM and appointments booked, but no idea if I am an advisor or not. This is the sort of indecisive and “hands tied” management that has done damage to relationships and ultimately mine and your business. I finally get a call on Wed and am terminated. I’m not sure why.
For my part, I know decisions that have been made by fsm’s and others in the past have directly and indirectly resulted in my business now turning over half of what it has done, could, and should be doing now. Here is someone with the motivation, capability, experience of over 15 years, and a track record of a very efficient and successful agency behind him, having his business strangled. Not least by poor interdepartmental communication and accountability, poor and largely deconstructive diary management, lowering quality standards, real truths being spun into unreal half truths which manipulate us and the customers, and managements unconcern and seeming incapability to resolve issues and stimulate growth. How is it that you can have someone who has in the past sold and fitted more roof blinds than any other advisor, now effectively being unable to sell or fit them. What other business would asset strip themselves like that?
Other such situations that are unacceptable are, having a small roman blind made 4 times before it comes with the crystal bead trim. Then that same customer getting a discount, which means less commission, without consultation with me and despite the fact she has had a working blind fitted, all be it without the decorative beads. A customer waiting a year (and still waiting) to have roof blinds made at the measurements I originally gave, despite several phone calls with service support and fsm, I still get a call every 2 months or so, asking what’s happening! Waiting and waiting for dor’s, not least of which are a wooden pelmet which was scratched and an easistop blind that is on its third dor, both of these are two months old now. The reluctance to pay out for dor’s and service calls, despite constant chasing. All of the above scenarios are commonplace, and if nothing else Hillarys over the years are consistent in their inability to show improvements in these areas, if anything things are getting worse and I think we all know why.
These situations and others, we all experience day after frustrating day, have led to a severe demoralization on my part. Magnified, by the so called importance of, “policy of the month” management, which to any long standing advisor, can become tiresome. Decision making that seems to be dictatorial and detached from the reality of the advisors world. An absolute wealth of experience and knowledge that is largely untapped and ignored. I know I am better than I am being allowed to be. I feel my business is being hindered and held back. On a daily basis I see lost opportunities that have financial implications, but no-one is listening.
I think it is quite sad that it has come to this. I will now look at the other offers and opportunities that are there, whereby my skills and experience will be valued, and appreciated, both by financial reward, and a genuine concern to make a business successful for mutual benefit. I suspect, well I know, I am not the only one who feels this way, the evidence is obvious, and screaming to be heard and dealt with instead of being glossed over, spun, and swept under the carpet. There does seem to be a pattern of repeat, whereby success is not rewarded and Hillarys become kingmakers of ex advisors that go on to rule in different kingdoms. That in my opinion is a shame. When most of the capable advisors are gone, Hillarys will be left with a load of “Ruperts” (ask Clive). It’s all well and good looking at the “big picture”, but we should never lose sight of the small parts that make the whole what it is.
I’ve been in the blind trade now for over 15 years, and guess what; it doesn’t take a genius to realise that’s where I’ll probably continue to be. Unfortunately, just not with Hillarys (or “Sillarys” as they seem to be called on other forums, perhaps, on occasion justifiably). It is with regret that I find myself in this situation, and I use the word “unfortunate” with genuine sincerity. There have been some really good times and great successes over the years, I have managed to make Hillarys work for me. My family and I have benefited greatly and I know the company has too. I recognise that this is just my view of events and things can look different from other perspectives, I have tried to see and understand that perspective, it’s been hard. I am not “terminating”, I have been “terminated”, but like Arnie I like to think “I’ll be back” selling blinds.
There are some genuinely good people working for Hillarys and I have had the pleasure of working with them. Despite the ups and downs over the years, I like to think I have made some friends and perhaps some enemies, I like to think the enemies are only so because of a lack of mutual understanding, and in different circumstances would be friends. I hold no grudges and wish all good luck in making it work for them.
Thank you.Thats old, any update ?  |
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Post by sirkitmain on Aug 22, 2008 21:52:18 GMT
I think 'blindone' isn't computer savy and made a mistake in repeating the message I posted....and as for...
'That's Old any Update'.... Yes PNRHB my friend, I'm having a wonderful time now. No stress with 'Killarys' anymore or getting phoned up by my pill popping FSM every week asking me why I haven't 'sold more blinds'. I now feel wonderfully relaxed. And what's really nice is that I get phoned every week by past clients asking me if I am still working for 'Killerys'. No I say. Log onto the Web Blinds site and get 50% off. Get your timing right. Don't do weekends as they put up their price. And I have some very happy customers...It's not a fortune I'm earning but nice to keep those loyal customers and know they are not getting ripped off by the 'Killarys' prices and paying for all that stupid high tech SAM devise and printer and techie department that 'Killerys' thought was going to make them 'hugh profits'. Believe me IT WILL NEVER WORK PROPERLY. And 'Killerys' importing all that cheap Chinese rubbish... Go back to BRITISH! And an advisor investment of #1,000 up front to join 'Killerys'! You must be joking! The odds are that you would probably make a better investment in 'Premium Bonds'....
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Post by brian on Sept 3, 2008 8:37:53 GMT
hello peeps just got back from my hols a few weeks in the usa, las vegas, new york and buffalo near niagra falls, fantastic, of course my dfs m thinks i was in spain but they always lie to us so hey ho. Anyway point is without my extra efforts for income  i would not be able to afford such luxerys  anyone who has not got a bit on the side must be russhole. i hate going on sillarys leads now for peanuts actually heres another good one for you. don't you just love it when sillarys adv don't turn up for appointments and then you get the work, what makes it even sweeter is if you are the sillarys advisor, so quite oftren i will do a no show, and then pick up the business any way. how jokes is that. and another thing i love it when silly billys send or allow couples to go into appoints talk about overkill and i'm always picking up jobs because trhe cust is put off by 2 plegs selling the crown jewels, i meant a roller blind pure jokes, but should not knock it as it does me favours. i'm ready to go now got more work than i can handle sillarys stuff just is time waisted now, but i will plod on till crimbo anyways jokers must go and fit 2 rollers size 97 by 92 and the other 27 by 64 its going to take me ages and i will only get 45 quid profit  |
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Post by blindone on Sept 4, 2008 8:04:27 GMT
this month i was terminated.my sin was a letter sent by a customer saying i was rude .i have been with hillarious for 16 years and this was the first letter.my fsm wouldnt listen to anything i said,no copy of letter to me ,no discussion with anyone else ...you are terminated.anybody know if it is legal to do this.
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Post by gwest on Sept 4, 2008 13:26:24 GMT
this month i was terminated.my sin was a letter sent by a customer saying i was rude .i have been with hillarious for 16 years and this was the first letter.my fsm wouldnt listen to anything i said,no copy of letter to me ,no discussion with anyone else ...you are terminated.anybody know if it is legal to do this. If you are self employed with them, then there is little you can normally do. However, if you can prove that around 85 - 100% of your income came through working with them, then they should have employed you at least on p.a.y.e. You could also show that no dismisal proceedures were carried out & that they failed to provide proof. At the very least it would cause the FSM as the one dismissing you to be dismissed himself for improper behaviour. So, nothing new there, then!  Try the C.A.B for some free advice. Having said that, I'd just move on! It's their loss more than yours! |
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Post by guest on Sept 4, 2008 20:03:29 GMT
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Post by tallis on Sept 4, 2008 21:38:17 GMT
Termination was the best thing that happened for me. I wish I had left along time before I did, I was silly to have stayed for so long, knowing what we all now know. There is life after Hillarys, and as well as being everything Hillarys is not, its far more rewarding on every level. There are so many "blindingly" obvious "basic" faults with their business model, that I honestly don't think they want to solve them. The experience of time has taught me that. Every few years they will roll out a "new initiative" on the pretense of discovering a wonderful plan to help "your" business. This ruse has only one intention, and that is, abating the tide of advisor discontent, rather than the implementation of the "initiative". One example, I have witnessed 3 times (I could tell you dozens) "We will make sure that returning customers will always get the original advisor" From an advisor perspective this is great news, right? Seriously,,,,, their "current" business models will tell them if they do this they will lose money. (for a whole bunch of reasons). Think about it. Its true. So why would they do it? Exactly...........They have never done it in the past, and will not do it now. So here's the pattern. 1st year its said, advisors eagerly await implementation. 2nd year, frustratingly believe FSM spin, that they are doing all they can to resolve the problem, which always lies elsewhere, of course! 3rd year, fed up with banging head against brick wall. 4th year.......resigned to the fact, this is not going to happen. 5th year, head office roll out this as a new idea again. Newbies love it! Old timers sigh in despair, and hold their heads in their hands. I have seen the above scenario played out and there are many more. It's not about "selling blinds" any more, it's bigger than that! It's not about you and them building a business together any more, it's about them making profit for shareholders, at any cost. Believe me......and shrek, when we say "better out, than in!" If Hillarys read this, here's something for you to work on, for free. Glossy TV ads.......glossy leaflets.....all looks good until.....guy turns up in tatty car, in tatty clothes (what no Hillarys top! Now that is something you should amend. It will improve conversion!!) By the way, that was not sarcasm, I believe/know it to be true. |
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Post by Guest on Sept 4, 2008 22:39:01 GMT
I think more and more of us have seen the light Tallis.
Its only the blinkered that keep running round like headless chickens for this dead loss of a company now.
Its had its day despite the spin of how well they are doing. I know of around 30 ex agents and although they may not be raking it in each one of them is far less stressed and making at least what they were with Hillarys but for far less work and more importantly, they run their own business not some jumped up FSM that takes a cut of the agents wage and a nearly useless clg set up that seems to send agents on more and more useless calls than good ones.
The thing is, its the good advisers that have left and set up on their own and its the dead wood that has stayed with them and not the other way around as Hillarys would like you all to think.
They are not the same company as they were some years ago, we were all content as we earned good wages, something that goes hand in hand with commission only work. Now the income is so pathetic they dont deserve to have good sales people working for them. They idolize the Thomas Sanderson sales model, something we all aspired not to be be like once, including Hillarys but now they look up to them hence the new so called specialists.
The new owners will now be looking to just get most of their money back and by hook or by crook they will get most of it back then they will sell it on just to be further milked and diluted.
Hillarys used to be a leading name in the industry. In the past 6 years it has decimated it, undermined it and devalued it. There are many that look forward to its demise.
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Post by Gust on Sept 5, 2008 1:09:48 GMT
Termination was the best thing that happened for me. I wish I had left along time before I did, I was silly to have stayed for so long, knowing what we all now know. There is life after Hillarys, and as well as being everything Hillarys is not, its far more rewarding on every level. There are so many "blindingly" obvious "basic" faults with their business model, that I honestly don't think they want to solve them. The experience of time has taught me that. Every few years they will roll out a "new initiative" on the pretense of discovering a wonderful plan to help "your" business. This ruse has only one intention, and that is, abating the tide of advisor discontent, rather than the implementation of the "initiative". One example, I have witnessed 3 times (I could tell you dozens) "We will make sure that returning customers will always get the original advisor" From an advisor perspective this is great news, right? Seriously,,,,, their "current" business models will tell them if they do this they will lose money. (for a whole bunch of reasons). Think about it. Its true. So why would they do it? Exactly...........They have never done it in the past, and will not do it now. So here's the pattern. 1st year its said, advisors eagerly await implementation. 2nd year, frustratingly believe FSM spin, that they are doing all they can to resolve the problem, which always lies elsewhere, of course! 3rd year, fed up with banging head against brick wall. 4th year.......resigned to the fact, this is not going to happen. 5th year, head office roll out this as a new idea again. Newbies love it! Old timers sigh in despair, and hold their heads in their hands. I have seen the above scenario played out and there are many more. It's not about "selling blinds" any more, it's bigger than that! It's not about you and them building a business together any more, it's about them making profit for shareholders, at any cost. Believe me......and shrek, when we say "better out, than in!" If Hillarys read this, here's something for you to work on, for free. Glossy TV ads.......glossy leaflets.....all looks good until.....guy turns up in tatty car, in tatty clothes (what no Hillarys top! Now that is something you should amend. It will improve conversion!!) By the way, that was not sarcasm, I believe/know it to be true. So you were terminated? So why the **** are you giving them advice on how to improve their business |
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i would not be able to afford such luxerys 
anyone who has not got a bit on the side must be russhole. i hate going on sillarys leads now for peanuts actually heres another good one for you. don't you just love it when sillarys adv don't turn up for appointments and then you get the work, what makes it even sweeter is if you are the sillarys advisor, so quite oftren i will do a no show, and then pick up the business any way. how jokes is that. and another thing i love it when silly billys send or allow couples to go into appoints talk about overkill and i'm always picking up jobs because trhe cust is put off by 2 plegs selling the crown jewels, i meant a roller blind pure jokes, but should not knock it as it does me favours. i'm ready to go now got more work than i can handle sillarys stuff just is time waisted now, but i will plod on till crimbo anyways jokers must go and fit 2 rollers size 97 by 92 and the other 27 by 64 its going to take me ages and i will only get 45 quid profit 
