Many solicitors and HR professionals hold seminars to engage with their clients and inform them of the latest updates.
I have been involved in a few of these seminars, and they are a perfect opportunity for me to explain my work to business leaders.
It also provides the host with a chance to offer a secondary view of carrying out investigations and evidence gathering.
I dont take up time at the podium, but am referred to by the speaker, and those who have questions can then seek me out during a coffee break or at the end of the meeting.
Most of my work involves :
Pre employment screening/indepth background checks - how much do you know about the candidate..?
Asset checking - no point suing them if they have no money !
Sick leave fraudsters - who is playing golf while claiming to be sick?
Tracing missing people - usually debtors
Rogue traders - residential and corporate fraudsters
Fraud in the UK is an enormous problem, and in a recession it only increases. Fraud takes many forms; theft of goods or money by an employee, fraudulent days off work or false claims to get a job.
Solicitors and HR professionals both need to earn billing fees. By knowing more about my work, they can improve their standing with their clients and earn more revenue.
To talk about an upcoming seminar, or to enquire about my work, just contact me...
Andrew Mileham
AstonCovert
info@astoncovert.com
Friday 21 January 2011
Wednesday 19 January 2011
Mary Portas : Secret Shopper
Channel4 are showing a series on Customer Service beginning tonight (Jan 19th, 9pm) with Queen of Shops, Mary Portas.
Hopefully the use of hidden cameras in store will highlight to retail bosses just how poor their customer service is.
We have been using the technology (covert, body worn cameras) for many years to show what really happens when a customer visits a store.
We have worked with major retailers, shopping centres, coffee shops and car dealerships.
Mostly it is with technology brands who want to see how their products are being sold in store, and if the staff training is being used properly.
We approach a member of instore sales staff, pretend to be buying (a new TV for instance,) and see what they say about certain brands and which they ultimately recommend.
By covertly recording the whole store visit and interaction with staff, the bosses in Head Office can see what its really like to be a customer.
The principal in fashion stores is just the same.
Customers deserve to be shown respect by store staff, who have to realise how their actions are interpreted by customers.
In these tough economic times, you might assume that stores make customer service their top priority, but apparently not.
Many say that it is their highest priority, but when it comes to investing in the research, training and education programmes needed, suddenly other priorities arise.
The stores who do invest in this will be the first out of recession, and will force the others to play catch up.
So hopefully Channel 4 and Mary Portas will help all shoppers get the customer service they demand.
I for one, will be watching with eager anticipation.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
Hopefully the use of hidden cameras in store will highlight to retail bosses just how poor their customer service is.
We have been using the technology (covert, body worn cameras) for many years to show what really happens when a customer visits a store.
We have worked with major retailers, shopping centres, coffee shops and car dealerships.
Mostly it is with technology brands who want to see how their products are being sold in store, and if the staff training is being used properly.
We approach a member of instore sales staff, pretend to be buying (a new TV for instance,) and see what they say about certain brands and which they ultimately recommend.
By covertly recording the whole store visit and interaction with staff, the bosses in Head Office can see what its really like to be a customer.
The principal in fashion stores is just the same.
Customers deserve to be shown respect by store staff, who have to realise how their actions are interpreted by customers.
In these tough economic times, you might assume that stores make customer service their top priority, but apparently not.
Many say that it is their highest priority, but when it comes to investing in the research, training and education programmes needed, suddenly other priorities arise.
The stores who do invest in this will be the first out of recession, and will force the others to play catch up.
So hopefully Channel 4 and Mary Portas will help all shoppers get the customer service they demand.
I for one, will be watching with eager anticipation.
http://www.astoncovert.com/
http://www.thecovertagency.eu/
http://www.happycustomers.info/
Thursday 6 January 2011
An open letter to Guy Buswell, CEO of UKMail
Mr Buswell is clearly an intelligent man and an astute business man.
As can be read in the following article in The Telegraph:
http://www.telegraph.co.uk/finance/markets/2789755/First-class-war-for-Business-Posts-Guy-Buswell.html
UKMail delivers parcels and mail throughout the UK.
Interestingly, in the article above, there is no mention of parcels or customer service.
Have you ever tried contacting them..? I have, and it was many things, but fun it was not.
After calling the 'Customer Contact' number on the website, I was left on hold for 9 minutes and eventually gave up. So I rang a Birmingham number only to be told it was the wrong department, and was given a new number to try.
After dialling that a recorded message informed me that it was incorrect and I should try a third one.
So I tried another Birmingham number, and after much sighing and rolling of eyes, I got the information I needed.
And remember, this was 'Customer Contact'.
The reason for my call was that my client, who had been spending £20,000 a month with UKMail for parcel delivery, had recently changed to an alternative parcel delivery company, and we were surprised that no one from UKMail had contacted them.
I should point out at this stage that my work involves helping my clients improve their customer service, and thus improve as a business and retain their clients. Hence my surprise at the lack of action from UKMail.
I had emailed Mr Buswell on the 17th of December, raising this point, and so far have not even had an acknowledgement from his office. Maybe I should not be surprised, judging by my contact with UKMail so far.
Maybe UKMail can afford to lose contracts worth £240,000pa...maybe they are concentrating on Mail as opposed to Parcels...who knows..?
A brief search on any social media site quoting UKMail will inundate you with horror stories from customers. I suggest any PR companies out there contact UKMail, because they could make a name for themselves by working on this worthwhile project.
I have resorted to this letter because nothing else seems to work, and there is plenty of competition out there for UKMail, but mostly because their customers deserve better.
Lets see if this approach works, and find out if UKMail value their customers at all.
AM
http://www.astoncovert.com/
As can be read in the following article in The Telegraph:
http://www.telegraph.co.uk/finance/markets/2789755/First-class-war-for-Business-Posts-Guy-Buswell.html
UKMail delivers parcels and mail throughout the UK.
Interestingly, in the article above, there is no mention of parcels or customer service.
Have you ever tried contacting them..? I have, and it was many things, but fun it was not.
After calling the 'Customer Contact' number on the website, I was left on hold for 9 minutes and eventually gave up. So I rang a Birmingham number only to be told it was the wrong department, and was given a new number to try.
After dialling that a recorded message informed me that it was incorrect and I should try a third one.
So I tried another Birmingham number, and after much sighing and rolling of eyes, I got the information I needed.
And remember, this was 'Customer Contact'.
The reason for my call was that my client, who had been spending £20,000 a month with UKMail for parcel delivery, had recently changed to an alternative parcel delivery company, and we were surprised that no one from UKMail had contacted them.
I should point out at this stage that my work involves helping my clients improve their customer service, and thus improve as a business and retain their clients. Hence my surprise at the lack of action from UKMail.
I had emailed Mr Buswell on the 17th of December, raising this point, and so far have not even had an acknowledgement from his office. Maybe I should not be surprised, judging by my contact with UKMail so far.
Maybe UKMail can afford to lose contracts worth £240,000pa...maybe they are concentrating on Mail as opposed to Parcels...who knows..?
A brief search on any social media site quoting UKMail will inundate you with horror stories from customers. I suggest any PR companies out there contact UKMail, because they could make a name for themselves by working on this worthwhile project.
I have resorted to this letter because nothing else seems to work, and there is plenty of competition out there for UKMail, but mostly because their customers deserve better.
Lets see if this approach works, and find out if UKMail value their customers at all.
AM
http://www.astoncovert.com/
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