Do you employ meter readers or engineers who visit customer premises (residential or business)?
Gas/electricity meter readers
Gas/electricity engineers
Satellite TV engineers/installers
How do you know what they are doing when out in the van?
Do they represent your company in the correct manner?
Do they follow safety proceedures?
How do they interact with your customer?
We have experience of carrying out thousands of covert engineers visits and reporting the facts to our clients.
Your challenge is how to measure that customer experience.
If you can supply us with the engineers job description, we can then measure their performance from the customers point of view.
As I understand it, there are four key areas by which engineers are measured:
1) Productivity (how many jobs they complete)
2) Customer experience (how they are scored by the customer)
3) Sales leads generated (do they identify possibilities for extra revenue)
4) Behaviour (both customer facing and managers reports)
Clearly, by having one of our consultants in a number of homes where meters are to be read/installed/maintained/fixed, we can then supply you with the information you need. You can then adapt and alter your training programme to address the issues raised.
One area of concern is that engineers are finishing a job and then sitting in the van, giving themselves an extra rest period, before informing you that the job had been completed.
As with any engineer who is working remotely, the opportunity of an extra rest period or short cut will appear very attractive and tempting. Being remote, he assumes the office will never know.
Of course having a Manager watch over him will remove this temptation, but who watches over the managers? In previous projects we have even witnessed verbal harrassment between manager and engineer, and been able to provide statements and footage for a tribunal.
The engineer might be expected to complete 4-6 jobs in a day, but what is expected of the Manager?
Want to find out more about what your engineers are really doing?
Contact http://www.astoncovert.com/ for more details
Tuesday 26 October 2010
Monday 25 October 2010
Business Intelligence UK: Still unsure about pre-employment screening..?
Business Intelligence UK: Still unsure about pre-employment screening..?: "How much do you know about your new employees..? I have attached below a link to the BBC news item about a woman who falsely claimed to be ..."
Friday 22 October 2010
Residential refurbs costing £1m+
Hi all,
my client specialises in doing interior fitouts (Home-Creation) for new builds and refurbishments costing at least £1m.
Part of my work involves finding High Net Worth Individuals for clients, but in this case, my client wants HNWI's who have recently moved into a large new property or had one built and need an interior designer to fit out the whole property.
My question is: how do I get to these HNWI's when they have just purchased a large property on which they will spend at least £1m to create their perfect home ?
Residential property solicitors ?
High end estate agents ?
Architects ?
Footballers agents?
Any ideas..?
AstonCovert
Andy
my client specialises in doing interior fitouts (Home-Creation) for new builds and refurbishments costing at least £1m.
Part of my work involves finding High Net Worth Individuals for clients, but in this case, my client wants HNWI's who have recently moved into a large new property or had one built and need an interior designer to fit out the whole property.
My question is: how do I get to these HNWI's when they have just purchased a large property on which they will spend at least £1m to create their perfect home ?
Residential property solicitors ?
High end estate agents ?
Architects ?
Footballers agents?
Any ideas..?
AstonCovert
Andy
Thursday 21 October 2010
Prospect identification and lead generation
We have recently completed a project for a local company who asked us to identify who their buyer is at a number of large companies.
My client stated some business types (IT/Mobile phones/Pharma) as ideal targets and gave me a geographical area to work within.
Using our investigations and sales backgrounds, we were then able to supply the information within a week.
Not only did we supply the names and contact details, but also highlight how warm each prospect was, who had a specific immediate requirement and who had an incumbent supplier.
40% (4 of 10) of the prospects I supplied had an immediate requirement.
The remaining 6 are now new contacts who can go into the sales pipeline.
Just 1 sale by my client to 1 of the new prospects will pay for my daily fee.
They are very happy...would you be happy too..?
Andy Mileham
AstonCovert
http://www.astoncovert.com/
My client stated some business types (IT/Mobile phones/Pharma) as ideal targets and gave me a geographical area to work within.
Using our investigations and sales backgrounds, we were then able to supply the information within a week.
Not only did we supply the names and contact details, but also highlight how warm each prospect was, who had a specific immediate requirement and who had an incumbent supplier.
40% (4 of 10) of the prospects I supplied had an immediate requirement.
The remaining 6 are now new contacts who can go into the sales pipeline.
Just 1 sale by my client to 1 of the new prospects will pay for my daily fee.
They are very happy...would you be happy too..?
Andy Mileham
AstonCovert
http://www.astoncovert.com/
Friday 15 October 2010
Business Intelligence UK: Appointment generation service..
Business Intelligence UK: Appointment generation service..: "Does your business rely on face 2 face sales? Does your business model require you or your sales team to meet with prospective clients? If y..."
Business Intelligence UK: Do you have a database of clients or contacts, but...
Business Intelligence UK: Do you have a database of clients or contacts, but...: "We have experience in contacting people on corporate databases, from estate agents to IFA's to solicitors. We work to your specification, b..."
Tuesday 12 October 2010
Malcolm William Archer
I am trying to find any relatives of the above gentleman.
Malcolm William Archer
Passed away in 2004 in Reading, Berkshire.
Born 20/1/1950
Unfortunately, Mr Archer passed away without leaving a will, and unless we can find a blood relative, his estate will pass to the Government.
Please contact me if you have any information which you think might help our probate research.
Andy Mileham
Malcolm William Archer
Passed away in 2004 in Reading, Berkshire.
Born 20/1/1950
Unfortunately, Mr Archer passed away without leaving a will, and unless we can find a blood relative, his estate will pass to the Government.
Please contact me if you have any information which you think might help our probate research.
Andy Mileham
Why do your customers buy from you (part 2)
A simple enough question.
You may THINK you know why they chose to give you their business, but until you ask them you dont know....and the mere process of contacting them can instil a feeling of worth and value in your customers....and no, a questionnaire wont do it. Experience tells us that so few actually get filled out and returned as to make the whole project pointless.
Do you have customers already ?
If so, have you carried out a 'customer experience' review ?
This is where you contact people on your database who either are clients, or at least you have quoted for some work for them.
The ones who are clients should be asked what made they buy from you...a simple but VERY powerful question. You may be surprised at the answer.
The ones who are not clients should be asked why they did not buy from you..again simple but vital.
You get to know whats good/bad about your business and your clients get to feel valued by you, and the non-clients value your question just as much.
This kind of project will grow your business, and is much cheaper than advertising for new business !
We have carried out these projects for many companies, and the results are startling...but clients and non clients alike really appreciate the call.
We often wrap it up in a 'Customer Experience' package which can include database cleansing...
When customers feel that they are being listened to, they can become your greatest advocate...and never need paying !
Contact me for more details
Andy
You may THINK you know why they chose to give you their business, but until you ask them you dont know....and the mere process of contacting them can instil a feeling of worth and value in your customers....and no, a questionnaire wont do it. Experience tells us that so few actually get filled out and returned as to make the whole project pointless.
Do you have customers already ?
If so, have you carried out a 'customer experience' review ?
This is where you contact people on your database who either are clients, or at least you have quoted for some work for them.
The ones who are clients should be asked what made they buy from you...a simple but VERY powerful question. You may be surprised at the answer.
The ones who are not clients should be asked why they did not buy from you..again simple but vital.
You get to know whats good/bad about your business and your clients get to feel valued by you, and the non-clients value your question just as much.
This kind of project will grow your business, and is much cheaper than advertising for new business !
We have carried out these projects for many companies, and the results are startling...but clients and non clients alike really appreciate the call.
We often wrap it up in a 'Customer Experience' package which can include database cleansing...
When customers feel that they are being listened to, they can become your greatest advocate...and never need paying !
Contact me for more details
Andy
Friday 1 October 2010
Still unsure about pre-employment screening..?
How much do you know about your new employees..?
I have attached below a link to the BBC news item about a woman who falsely claimed to be a qualified dentist.
I bet whoever employed her wishes they had invested £195 on an indepth background check now.
Imagine the following scenario:
Mr A is recruiting a new member of staff. He decides against spending the £195 fee for an indepth background check on the candidate, Mr X. Mr A congratulates himself on saving the boss £195.
Lets say 3 months after Mr X joins the company, it is plain to everyone that he cannot actually do the job. So, Mr A now begins the long and expensive task of disciplinary action against Mr X, with the end result that he leaves the company 6 months later. Mr A now bitterly regrets not doing the background checks, and worse still, his boss is mad at him.
Mr A now has to restart the hunt to fill the vacancy.
The boss has paid the wrong person for 9 months who didn't actually do the job he was paid to do.
Do you think the boss will insist on an indepth background check now ?
If Mr A had done a background check :
He would have known that Mr X was not qualified for the job and looked elsewhere for a suitable applicant.
Even if Mr X had somehow slipped through the checking system, Mr A would have been insulated against his bosses anger by saying, 'Dont blame me, I paid an outside agency to do a check, and here is their report'.
And all this assumes that Mr X is just incompetent, not a thief or a fraudster or someone who just want to damage your company.
£195 is a small price to pay, when you consider the alternatives.
Read the item below, unless you are from the West Midlands, and have been to the dentist recently..
http://www.bbc.co.uk/news/uk-england-stoke-staffordshire-11434097
Andy Mileham
07775 603025
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
I have attached below a link to the BBC news item about a woman who falsely claimed to be a qualified dentist.
I bet whoever employed her wishes they had invested £195 on an indepth background check now.
Imagine the following scenario:
Mr A is recruiting a new member of staff. He decides against spending the £195 fee for an indepth background check on the candidate, Mr X. Mr A congratulates himself on saving the boss £195.
Lets say 3 months after Mr X joins the company, it is plain to everyone that he cannot actually do the job. So, Mr A now begins the long and expensive task of disciplinary action against Mr X, with the end result that he leaves the company 6 months later. Mr A now bitterly regrets not doing the background checks, and worse still, his boss is mad at him.
Mr A now has to restart the hunt to fill the vacancy.
The boss has paid the wrong person for 9 months who didn't actually do the job he was paid to do.
Do you think the boss will insist on an indepth background check now ?
If Mr A had done a background check :
He would have known that Mr X was not qualified for the job and looked elsewhere for a suitable applicant.
Even if Mr X had somehow slipped through the checking system, Mr A would have been insulated against his bosses anger by saying, 'Dont blame me, I paid an outside agency to do a check, and here is their report'.
And all this assumes that Mr X is just incompetent, not a thief or a fraudster or someone who just want to damage your company.
£195 is a small price to pay, when you consider the alternatives.
Read the item below, unless you are from the West Midlands, and have been to the dentist recently..
http://www.bbc.co.uk/news/uk-england-stoke-staffordshire-11434097
Andy Mileham
07775 603025
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
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