I know this is not about kitchens but the issue is customer service, this is something we all deal with on a day to day basis whether it be in kitchens or retail in general.
I have been a very long standing Vodafone customer and in general have had very few issues that I can say would spring to mind if I was asked, however all the major problems have descended on me in one week:
Firstly I get a text message thanking me for my upgrade and my new phone will be with me as per arrangement. At this point I thought I had received somebody else's message but to be sure I logged into my online Vodafone account to find that my contract had been upgraded to a completely new price plan and that I have ordered a brand new phone, which incidentally will be posted to an address 90 miles away in Birmingham.
My question is this how could somebody order a new phone and price plan without going through some security questions, like mothers maiden name etc..This leads me to believe it is an inside job.
I telephoned the Police in Birmingham and gave them the address the phone was to be delivered to and also informed them of my suspicions of an inside job. They took the details and said "they would look into it" Hmmm.
As soon as I saw this I contacted the call centre and spoke to a pleasant guy who stopped the phone being delivered and cancelled the upgraded contract, he also said he would inform the fraud dept.. great service so far. He then asked me if I was actually interested in upgrading my phone and contract, I told him I was happy with my current phone and plan but that I have another contract that I would be interested in upgrading i asked if he could call me in an hour's time to which he did.
When he called me back he advised about the options on price plans available and recommended a Sony Xperia T phone, again excellent service so far. the phone was sent out and I received a series of text updates informing me of when the phone is to arrive, again great service. the phone arrived the next morning but it had an iPhone sim card in the pack, I rang the call centre who apologised and said they would send the correct sim out (upto 3 days). Two days later 2 sim cards arrive which I did not get until I got home from work so I thought I would sort it all out the next day (today Fri 12/10/2012). I followed the instructions on computer by transferring my old style sim details to the new micro sim but it kept coming up with error sim not transferred, I then phoned the call centre again for help, the operator went through a series of tests and telling me to do this and do that with the phone, the final conversation was to switch it off and leave it for an hour then switch it on again and the operator will phone me back which he did, he informed me that the sim card is live and activated bit thinks the problem is traffic, now I have been stuck in traffic many times but none have been as frustrating as this, M25 eat your heart out. I was then advised to switch it off again and switch it on every 2 hours to see whats happened.
I keep swicthing it on and off but nothing happens, I tweeted @Vodafoneuk about the problem and even gave them what the phone was saying, that was an hour ago 1.37pm it is now 2.50pm and they have not even acknowledged my tweet.
We are none the wiser do I have a faulty phone who knows. This is an important phone line because it is an emergency number for a vulnerable elderly lady from a help contact centre who will phone me if there is a problem and a school number for our daughter.
I am on the phone again to Vodafone now, and have been told that the sim is switched on and to just keep switching on and off and it will all be Ok.
If I was informed in the first place that it could take upto 24hrs for sim to activate then I would not be writing this blog.
Businesses need to manage their customers expectations. There is a say prevention is better than cure and I think Vodafone have not prevented or cured anything today.
Not happy with Vodafone.
Russell
Friday, 12 October 2012
Tuesday, 18 September 2012
Kitchen Comparison Website
People's hunger for viewable Internet price comparisons before deciding to purchase a kitchen should not even be the issue. In my opinion all this does is make the potential customers aware that it is all down to price; for example, they view the site and see that Such & Such is cheaper on a particular basket of goods than So & So. The potential customer will then go off to Such & Such down the road only to be given poor advice and the hard sell, this will leave the customer with a bad taste who then might assume that we are all the same, that same customer could have gone to another of Such & Suches branches a few miles further and might have seen different advisor who could have given them more sustainable advice with regards to their kitchen design and purchase.
You cannot assume that the current three companies that are on the comparison site all offer the same design service as each other, I know this for an absolute fact. Each of the three companies will have persons within their stores offering varying levels of advice & service and even within each particular store they would have more than one advisor working on the kitchen department and each advisor would offer variable levels of knowledge. So the only certain thing that this website will do is to drive potential customers into the lowest price store and even worse possibly into a Lions Lair.
On a bit more positive note if somebody who was looking at the website was a bit more savvy they may realise that the companies being compared are not the only ones out there and it may spur them to look around.
I do feel it is very important that the Kitchen Compare Website in question has the foresight to put a footnote at the bottom of their comparisons that says "Please note the above comparisons are based on a basket layout and that other multiple kitchen companies or independents may offer similar products for the same or similar prices, please also note that purchasing a kitchen can enhance your lifestyle and home and therefore it is important that you receive the correct advice before making a purchase"
It would be virtually impossible for independents to have their products put on a comparison website because the majority don't just sell boxes on walls, they secure products from various suppliers and put them together to suit a clients needs and each client is different along with the massive difference in the quality of the product.
Competition is a good thing for all concerned as it keeps everybody on their toes but in equal measure competition has to be to be able to offer customers an un-blindfolded view of what it is they are buying.
You cannot assume that the current three companies that are on the comparison site all offer the same design service as each other, I know this for an absolute fact. Each of the three companies will have persons within their stores offering varying levels of advice & service and even within each particular store they would have more than one advisor working on the kitchen department and each advisor would offer variable levels of knowledge. So the only certain thing that this website will do is to drive potential customers into the lowest price store and even worse possibly into a Lions Lair.
On a bit more positive note if somebody who was looking at the website was a bit more savvy they may realise that the companies being compared are not the only ones out there and it may spur them to look around.
I do feel it is very important that the Kitchen Compare Website in question has the foresight to put a footnote at the bottom of their comparisons that says "Please note the above comparisons are based on a basket layout and that other multiple kitchen companies or independents may offer similar products for the same or similar prices, please also note that purchasing a kitchen can enhance your lifestyle and home and therefore it is important that you receive the correct advice before making a purchase"
It would be virtually impossible for independents to have their products put on a comparison website because the majority don't just sell boxes on walls, they secure products from various suppliers and put them together to suit a clients needs and each client is different along with the massive difference in the quality of the product.
Competition is a good thing for all concerned as it keeps everybody on their toes but in equal measure competition has to be to be able to offer customers an un-blindfolded view of what it is they are buying.
Monday, 2 July 2012
Beware induction hobs
Here is something that you might need to think about if you have an induction hob. After watching Jnr Masterchef Australia last week it became apparent that the induction hobs that they use for the show can cause a problem if you have not switched off your hob when you have finished (this is not a brand specific problem).
during the show one of the jnr chef's had stopped using the induction hob, they had taken the pans off but did not switch off, because the hob has pan recognition it did not look like the hob was on.
This is what happened next.
They were baking a cake in the oven below the hob, the cake was in a tin that was made of ferrous metal, when the cake was cooked it was taken out of the oven and placed on the hob above, ceramic hobs are good for an extra work space if needed and we have all probably used them as such, however what happend was that the jnr chef walked away and in seconds the cake burnt to a crisp because the tin it was in reacted to the induction hob.
This was a TV show so it was noticed before a fire would have taken hold but if this was yours or my kitchen and we walked away thinking all was safe then we could be looking at a major disaster. So next time you have finished using your induction hob switch it off rather than leaving it in suspend, If you don't, be thankful that the only thing that could be burnt is the food you put on top of the hob.
Russell
during the show one of the jnr chef's had stopped using the induction hob, they had taken the pans off but did not switch off, because the hob has pan recognition it did not look like the hob was on.
This is what happened next.
They were baking a cake in the oven below the hob, the cake was in a tin that was made of ferrous metal, when the cake was cooked it was taken out of the oven and placed on the hob above, ceramic hobs are good for an extra work space if needed and we have all probably used them as such, however what happend was that the jnr chef walked away and in seconds the cake burnt to a crisp because the tin it was in reacted to the induction hob.
This was a TV show so it was noticed before a fire would have taken hold but if this was yours or my kitchen and we walked away thinking all was safe then we could be looking at a major disaster. So next time you have finished using your induction hob switch it off rather than leaving it in suspend, If you don't, be thankful that the only thing that could be burnt is the food you put on top of the hob.
Russell
Friday, 22 June 2012
Do suppliers listen?
Isn't journalism great, throw in a provocative article or statement and watch a war of the words break out.
Do suppliers listen?
Listen has many meanings, it could mean they will sit with retailers in the know write an action plan to improve product quality / service and then put this action plan into force. It may mean every now and then the supplier gets its sales team to ring you up to ask if there is anything they can do to help you or to ask what they can do for you to get you to buy more products from them and then there is a just paying lip service by pretending to listen to make themselves look and feel good.
I have had experiences in all of the above in fact on Wednesday this week I was at Omega plc in Doncaster with 19 other retailers and senior Directors, department managers, buyers, reps and customer service managers from the Omega team, I say team because that is how we felt as if we are part of the team, I have been to three other Omega retailer forums and each time when our opinions have been voiced we have been listened to, obviously not every wish or gripe can be actioned upon as we have to be objective and understand as Omega do that in the end it's all about money, they want to make money and they in turn want us to make money which is what makes businesses successful.
I think that if I am fair to the suppliers then in turn they will be fair back, this sometimes though is not always the case. I have recently stopped buying kitchens from one particular supplier because no matter how many times that I and other retailers have asked them to do things that would help not only us sell more kitchens but provide them with an improved product offering. I know this to be fact because having spoken to certain people within that company they have told me that they are sick of going back and telling their bosses the same thing and nothing gets done or listened to, only that they want more accounts open. We see this all the time when drivers of said companies turn up with virtually nothing on their vans or their run has been doubled or even tripled up so as to fill a van up. There are other suppliers who change things at will and don't even tell you, this causes major headaches, so not only are they not listening they are speaking either.
There was an article in KBB review online update a couple of weeks ago about the worth of distributors, distributors are suppliers only with more products, the article in the main was right but not all distributors should be tarnished with the same brush, I have had great service from Waterline, again it is how I am with them that determines how they are with me. Some suppliers are even dictatorial thinking that they are God and we should do as they say and dance to the tune that they are playing. I don't dance not even a dad dance, I will professionally and politely tell them how it is,
give them so long and then if they continue to stay the way they are I will then not use them anymore.
If we are all to get on which is a must for survival then it is very important for suppliers to listen to us because at the end of the day if we are not selling their products to the end user then only they will suffer because there are other suppliers out there who will listen and will offer products and services that suit us better. In turn though we must give the suppliers a chance and work with them to manage customer expectations.
Russell
Do suppliers listen?
Listen has many meanings, it could mean they will sit with retailers in the know write an action plan to improve product quality / service and then put this action plan into force. It may mean every now and then the supplier gets its sales team to ring you up to ask if there is anything they can do to help you or to ask what they can do for you to get you to buy more products from them and then there is a just paying lip service by pretending to listen to make themselves look and feel good.
I have had experiences in all of the above in fact on Wednesday this week I was at Omega plc in Doncaster with 19 other retailers and senior Directors, department managers, buyers, reps and customer service managers from the Omega team, I say team because that is how we felt as if we are part of the team, I have been to three other Omega retailer forums and each time when our opinions have been voiced we have been listened to, obviously not every wish or gripe can be actioned upon as we have to be objective and understand as Omega do that in the end it's all about money, they want to make money and they in turn want us to make money which is what makes businesses successful.
I think that if I am fair to the suppliers then in turn they will be fair back, this sometimes though is not always the case. I have recently stopped buying kitchens from one particular supplier because no matter how many times that I and other retailers have asked them to do things that would help not only us sell more kitchens but provide them with an improved product offering. I know this to be fact because having spoken to certain people within that company they have told me that they are sick of going back and telling their bosses the same thing and nothing gets done or listened to, only that they want more accounts open. We see this all the time when drivers of said companies turn up with virtually nothing on their vans or their run has been doubled or even tripled up so as to fill a van up. There are other suppliers who change things at will and don't even tell you, this causes major headaches, so not only are they not listening they are speaking either.
There was an article in KBB review online update a couple of weeks ago about the worth of distributors, distributors are suppliers only with more products, the article in the main was right but not all distributors should be tarnished with the same brush, I have had great service from Waterline, again it is how I am with them that determines how they are with me. Some suppliers are even dictatorial thinking that they are God and we should do as they say and dance to the tune that they are playing. I don't dance not even a dad dance, I will professionally and politely tell them how it is,
give them so long and then if they continue to stay the way they are I will then not use them anymore.
If we are all to get on which is a must for survival then it is very important for suppliers to listen to us because at the end of the day if we are not selling their products to the end user then only they will suffer because there are other suppliers out there who will listen and will offer products and services that suit us better. In turn though we must give the suppliers a chance and work with them to manage customer expectations.
Russell
Friday, 15 June 2012
Franke sinks and taps
Here is something I want to take issue with, Franke sinks and taps.
This is not about their products as they are very good quality, this is not about their customer service this also is very good, this is about their pricing policy.
Now I am a small fish in a big pond and could not sell enough of their products to warrant a direct account with Franke UK so I use a distributor or distributors ( this is not the distributors fault either). I have just been asked for a price on a Minerva kettle tap, Franke's own brochure has a recommended retail price of £1116.72 inc vat silk steel, my buying price £704.40 inc vat, internet price on the first click £634.49 inc vat and delivery.
Don't get me wrong here I am not against the internet companies selling whatever they like on the net because we all buy and can sell on the internet and I applaud the genuine companies who trade their wares and offer the same customer service levels as all good retailers do. What really gets my goat on this issue is that I display Franke products, I demonstrate to customers Franke products and I promote Franke products but I cannot buy their products at trade price cheaper than retail prices from some internet companies.
If Franke can sell their products to internet companies and still make a healthy profit and those internet companies can then in turn sell them to retail customers cheaper than I can buy them for then there is something definitely wrong with their pricing policy.
The distributor I buy from are the worlds largest distributor of Franke goods and I know that they are not buying these products at a price that they make a ridiculous mark up. So can somebody at Franke respond to this and tell me and other kitchen retailers how and why they can offer their goods to different outlets at vastly different prices.
Russell
This is not about their products as they are very good quality, this is not about their customer service this also is very good, this is about their pricing policy.
Now I am a small fish in a big pond and could not sell enough of their products to warrant a direct account with Franke UK so I use a distributor or distributors ( this is not the distributors fault either). I have just been asked for a price on a Minerva kettle tap, Franke's own brochure has a recommended retail price of £1116.72 inc vat silk steel, my buying price £704.40 inc vat, internet price on the first click £634.49 inc vat and delivery.
Don't get me wrong here I am not against the internet companies selling whatever they like on the net because we all buy and can sell on the internet and I applaud the genuine companies who trade their wares and offer the same customer service levels as all good retailers do. What really gets my goat on this issue is that I display Franke products, I demonstrate to customers Franke products and I promote Franke products but I cannot buy their products at trade price cheaper than retail prices from some internet companies.
If Franke can sell their products to internet companies and still make a healthy profit and those internet companies can then in turn sell them to retail customers cheaper than I can buy them for then there is something definitely wrong with their pricing policy.
The distributor I buy from are the worlds largest distributor of Franke goods and I know that they are not buying these products at a price that they make a ridiculous mark up. So can somebody at Franke respond to this and tell me and other kitchen retailers how and why they can offer their goods to different outlets at vastly different prices.
Russell
Thursday, 14 June 2012
A little thought solves a lot of potential problems
We have just had a major issue with one of our direct account suppliers, I am not going to say who as the issue has now been resolved but if the problem was handled in a different way then the problem would not have arisen in the first place. I used to work for a major kitchen player and they had an "Operation White Glove" 'If the customer had a problem sought it out straight away and then resolve any who was at fault issues later'
The problem we had was that the company called us to ask for payment up front for goods we had not yet received otherwise our account would be on hold. I went ballistic, our account credit limit was quite high and we had not reached it, so I enquired as to why they were requesting payment, they told me that "my credit limit had been reduced because a credit insurance company told them to". This made me more infuriated as we are extremely good payers to all of our accounts so much so one of them has given us an unlimited credit limit. Even the company concerned acknowledged yesterday that we always pay our account before the due date. I sent lots of emails to various people within the company from the sales director to the sales rep, letting them know that we would not be treated this way. After some argy bargy and a loss of goodwill on my behalf we received another call from the account supervisor apologising and re-instating our credit limit plus some on top.
The lesson is if the company concerned had looked at our account and called us to discuss things instead of just informing me that they wanted prior payment then I would not be writing this blog and they would have got themselves some brownie points because they could have called me and said there has been an issue with a credit insurance company but we have resolved it, but they didn't #lessonlearnt.
Russell
The problem we had was that the company called us to ask for payment up front for goods we had not yet received otherwise our account would be on hold. I went ballistic, our account credit limit was quite high and we had not reached it, so I enquired as to why they were requesting payment, they told me that "my credit limit had been reduced because a credit insurance company told them to". This made me more infuriated as we are extremely good payers to all of our accounts so much so one of them has given us an unlimited credit limit. Even the company concerned acknowledged yesterday that we always pay our account before the due date. I sent lots of emails to various people within the company from the sales director to the sales rep, letting them know that we would not be treated this way. After some argy bargy and a loss of goodwill on my behalf we received another call from the account supervisor apologising and re-instating our credit limit plus some on top.
The lesson is if the company concerned had looked at our account and called us to discuss things instead of just informing me that they wanted prior payment then I would not be writing this blog and they would have got themselves some brownie points because they could have called me and said there has been an issue with a credit insurance company but we have resolved it, but they didn't #lessonlearnt.
Russell
Friday, 8 June 2012
Next's kitchen offering
Next are advertising that they design, sell & install kitchens, that's fine If a company wants to set themselves up as kitchen specialists then they have as much right as anybody to do so.
This is were the sticky bit comes in:
Next are a national retailer with branches all over the country and some of those branches that they will set up kitchen displays in will be close to other kitchen retailers, not a problem so far, a little competition never hurt anybody and national advertising will bring in general enquiries to other kitchen retailers in the area. But what if I have a kitchen showroom set up with the same kitchens that Next are selling, this brand being the JJ Ormerods Colonial kitchens using the same range names as the independent retailer who may have a showroom nicely and expensively fitted out with the same kitchens and the same range names as the Next kitchens, I can tell you I would be miffed.
It is not beyond common sense that the kitchens that Next and the independent retailer displays should have been given different names with different brochure shots, by not doing this I think it cheapens the brand and thus makes it look like a mass produced product similar to what you can pick up from a DIY outlet which I know is not true of Colonial kitchens because they are good quality and have a great range of sized cabinets.
I currently have eight kitchen displays from Chippendale / Sheraton (soon to be nine) and one other, if my supplier suddenly decided to supply another kitchen retailer with the same kitchens as mine using the same range names, brochure shots etc then I would be looking for a new supplier who will show respect to the time ,effort and investment that I have put into their brand.
Russell
This is were the sticky bit comes in:
Next are a national retailer with branches all over the country and some of those branches that they will set up kitchen displays in will be close to other kitchen retailers, not a problem so far, a little competition never hurt anybody and national advertising will bring in general enquiries to other kitchen retailers in the area. But what if I have a kitchen showroom set up with the same kitchens that Next are selling, this brand being the JJ Ormerods Colonial kitchens using the same range names as the independent retailer who may have a showroom nicely and expensively fitted out with the same kitchens and the same range names as the Next kitchens, I can tell you I would be miffed.
It is not beyond common sense that the kitchens that Next and the independent retailer displays should have been given different names with different brochure shots, by not doing this I think it cheapens the brand and thus makes it look like a mass produced product similar to what you can pick up from a DIY outlet which I know is not true of Colonial kitchens because they are good quality and have a great range of sized cabinets.
I currently have eight kitchen displays from Chippendale / Sheraton (soon to be nine) and one other, if my supplier suddenly decided to supply another kitchen retailer with the same kitchens as mine using the same range names, brochure shots etc then I would be looking for a new supplier who will show respect to the time ,effort and investment that I have put into their brand.
Russell
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