Keith Michaels - Rude?
21 August 2010, 01:54 PM
#32
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Blimey, so many moaners!
Damn right! Gary now insures three cars for me and my mrs - never found it that difficult to get through, he always does a great job and offers free advice which saves me money - rather than advice which earns the insurance company more money.
Quite frankly, I'd never want to go back to using a big insurance company like Direct Line or Aviva, with their rubbish call centres and staff who don't actually care about their customers or their cars
Quite frankly, I'd never want to go back to using a big insurance company like Direct Line or Aviva, with their rubbish call centres and staff who don't actually care about their customers or their cars
21 August 2010, 01:54 PM
#33
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Blimey, so many moaners!
Damn right! Gary now insures three cars for me and my mrs - never found it that difficult to get through, he always does a great job and offers free advice which saves me money - rather than advice which earns the insurance company more money.
Quite frankly, I'd never want to go back to using a big insurance company like Direct Line or Aviva, with their rubbish call centres and staff who don't actually care about their customers or their cars
Quite frankly, I'd never want to go back to using a big insurance company like Direct Line or Aviva, with their rubbish call centres and staff who don't actually care about their customers or their cars
21 August 2010, 03:00 PM
#34
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It's nice to phone up someone who knows what they're talking about
You pretty much get straight through, I normally speak to Patrick who also set up my policy 6 months ago. He even remembered me when I phoned up last week re a future mod. Yes, he's maybe not into chatty nonsense ,but he know what he's doing,his answers are quick and to the point.
I for one will happily recommend K.M., be it Gary or Patrick, to any fellow scoob friends who are worried about speaking to stupid call-centres abroad that ask you " How do you spell Subaru?"
*cough* Norwich Union *cough*Steve
21 August 2010, 05:37 PM
#35
I had a similar experience when ringing, asked for a quote and was told that the guy who does imprezas is on holiday. Surely the other employees there would be better even trying a quote than just completely loosing the business of half the people that ring up for a quote on imprezas that aren't lucky enough to speak to Gary by chance? I just put the phone down and rang someone else and insured my car, I don't have time to wait for the chance to speak to one person when I want to get something sorted.
It's not a criticism of Gary in any way I just don't understand from a business point of view what the company are thinking! Surely Tom, Dick or Harry at Keith Michaels have the same access to quotes Gary has? Or does he have a secret quote line to underwriters that nobody else in KM have
.
I will try next year but it would be nice for someone else there to offer the level of support that Gary does.
Maybe you should start your own company Gary? Try and employ like minded enthusiasts and you could have a specialist in every marque prowling the forums..
It's not a criticism of Gary in any way I just don't understand from a business point of view what the company are thinking! Surely Tom, Dick or Harry at Keith Michaels have the same access to quotes Gary has? Or does he have a secret quote line to underwriters that nobody else in KM have
.I will try next year but it would be nice for someone else there to offer the level of support that Gary does.
Maybe you should start your own company Gary? Try and employ like minded enthusiasts and you could have a specialist in every marque prowling the forums..
21 August 2010, 05:53 PM
#36
This year, my insurance fell due on a Sunday. The renewal invitation from Keith Michaels was waiting for me when I came home from work the Thursday before. I was getting ready to go to Mallory Park that evening and was there all through Friday, thought, no problem, will call them Saturday morning. WRONG, office was closed. Had to wait until Monday morning and be late for work. Phone 9am. No-one available, will call you back as soon as possible. That was about 10am. Not impressed with the service, but was still the cheapest, even though I've moved from a scooby.
Still, better than A-Plan. Filled in an internet quote. 24 hrs later they called back. Made it sound as though I filled the form in 10 mins ago!.
Still, better than A-Plan. Filled in an internet quote. 24 hrs later they called back. Made it sound as though I filled the form in 10 mins ago!.
21 August 2010, 06:08 PM
#37
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Kinda see what your saying mate but that just aint life,dont know what you work as,but i know i like to do the best i can at my job,its called personal pride,i like to think i,m good at my job,whereas some folk i work with dont give a sh*t,it doesnt mean the whole company is bad,just got some nobheeds working there:
I am passionate about excellent service as that is the difference between the average and the excellent.If I was to ring two companies and they quoted me the same price but one went out there way to offer good service then they would get my money, as you say pride in doing their job.
If there are people who can't be arsed doing there job or they are rude to the customers then they should be managed out of that business as they are loosing the company money and their reputation.
I don't know anything about the insurance business at all but to have one person who can quote on one type of vehicle sounds ridiculous for example you go to get a made to measure suit, your going to spend a grand, you go into the tailors and get told by a rude sales person that the 'specialist' made to measure person has gone to lunch come back later no apology given, then I think I would go else were wouldn't you? I use this example as most people spend towards that figure on insurance which is a lot of money to most people and although it is not a purchase per se it is still important to be professional and knowledgable.
Everyone raves about Gary (most of the time
) so he is obviously good at what he does.Gary is there no scope to have someone else trained to deal with the demand that seems to be there to save loss of custom and what seems like also reputation of the company, or is it commission based so you wouldn't want some one stealing your customers???
I am with A plan and have been for 2 years. I rang KM and you couldn't get the rate lower which is understandable with a CH42 postcode so my experience wasn't a bad one but if people are moaning about crappy service,not getting a call back or having to ring 2/3 times wouldn't it be worth asking the question is there anything that can be done about it
?
21 August 2010, 06:43 PM
#39
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u guys are bitching like bitches i rang him last year without an answer but i just got on with it.as the geezer says he is busy take your buisness somewere else stop slaging the gezzer off **** happens.moley just chill gezzer.ha ha ha.this aint the place as he said ring up and complain to managment there the people that need a slap.
21 August 2010, 06:51 PM
#40
u guys are bitching like bitches i rang him last year without an answer but i just got on with it.as the geezer says he is busy take your buisness somewere else stop slaging the gezzer off **** happens.moley just chill gezzer.ha ha ha.this aint the place as he said ring up and complain to managment there the people that need a slap.
uh oh his 14 year old son has come on to defend him
21 August 2010, 07:10 PM
#46
A few small points....
Internet quotes - i don't to them. If you request an internet quote it'll be done by our trainee (but checked by a senior member of staff)
Rudeness - i have no idea who you would have spoken to, but if you are unhappy with the service you should speak to a manager and complain
Getting hold of me - yes, it can be a nightmare. However, i believe in giving my existing customers a good service. If they have problems with a claim i'll get involved myself, rather than just telling them to speak to your claims department. If that means i can't quote everyone who rings for a price then so be it (unfortunately), but existing customers have to take priority.
We are currently very understaffed, this week we have had half our staff out the office (holidays and illness). I appreciate it can be hard to get through, but i do appreciate those who are willing to make the effort and ring 2-3 times (i know you shouldn't have to)
As always i appreciate the positive comments. Despite what some might say i do try my hardest to help as many people as i can. Unfortunately i can't get back to everyone, but i'm not super-human!!!
If you want someone to say ''yes sir, no sir'' then you may find better elsewhere.
If you want someone that knows these cars inside out, is a fellow enthuisiast, and will try their hardest to help then give me a call.
Internet quotes - i don't to them. If you request an internet quote it'll be done by our trainee (but checked by a senior member of staff)
Rudeness - i have no idea who you would have spoken to, but if you are unhappy with the service you should speak to a manager and complain
Getting hold of me - yes, it can be a nightmare. However, i believe in giving my existing customers a good service. If they have problems with a claim i'll get involved myself, rather than just telling them to speak to your claims department. If that means i can't quote everyone who rings for a price then so be it (unfortunately), but existing customers have to take priority.
We are currently very understaffed, this week we have had half our staff out the office (holidays and illness). I appreciate it can be hard to get through, but i do appreciate those who are willing to make the effort and ring 2-3 times (i know you shouldn't have to)
As always i appreciate the positive comments. Despite what some might say i do try my hardest to help as many people as i can. Unfortunately i can't get back to everyone, but i'm not super-human!!!
If you want someone to say ''yes sir, no sir'' then you may find better elsewhere.
If you want someone that knows these cars inside out, is a fellow enthuisiast, and will try their hardest to help then give me a call.
My problem was the manner in which the call was handled. I don't expect to be called 'Sir' etc but I do expect for the call to be taken in a way that I actually understand what sort of process the agent is going through and it doesn't sound like at the other end they are doodling or pinging elastic bands at colleagues..........
21 August 2010, 07:14 PM
#50
21 August 2010, 08:50 PM
#53
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Back OT:
I've tried for the last 3 years to get a quote from KM and failed, so have stuck with A-Plan.
This year I'm waiting for a reply to my PM and voicemail left for Gary (hopefully soon!)
No disrespect, Gary, but you have time to post on here, but don't have time to reply to potential customers?
I've been happy with A-Plan for last 4 years, but this year my renewal is 60% more than last year(!!!) so I could do with Gary's help.
I've tried for the last 3 years to get a quote from KM and failed, so have stuck with A-Plan.
This year I'm waiting for a reply to my PM and voicemail left for Gary (hopefully soon!)
No disrespect, Gary, but you have time to post on here, but don't have time to reply to potential customers?
I've been happy with A-Plan for last 4 years, but this year my renewal is 60% more than last year(!!!) so I could do with Gary's help.
21 August 2010, 09:02 PM
#54
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im gonna jump in on this one, i spent about 3 weeks trying to get hold of gary a few months back, never happened, and went elsewhere, however, the company i wnet with quoted me one price and then started to take more money from me so sdacked them off, and thought i would give keith michaels one more go, i rang and got some stroppy c*nt on the phone, who again like the op interrogated me as though i had committed mass murder by ringing for a quote, i asked to speak with gary moulson direct and he refused to put me through!!!!! then said that i should go elsewhere for a quote, ive had my car 6 years, know it well, its quite well modded so would like a specialist who knows the cars to quote me, but i just simply cant get the man who knows his stuff, gary moulson. gary i have pm'd you again in the vain hope that at some point early next week you will call me and we can go through a quote without so much of a mention of the prat that i got last time.
21 August 2010, 09:03 PM
#55
I'll more than happily help people in my own time if they have a question i can answer, but doing quotes on a Saturday night are a massive no-no
21 August 2010, 09:10 PM
#57
Reference leaving me voicemails (this is worth reading)......
If i am on the phone for 15 minutes doing a quote i'll normally have 3 voicemails left during that time.
So i ring one of those messages back, and during that 15 minutes i have another 3 messages left.... aswell as the other 2 already on there, and aswell as those who ring the main office number and insist on being left on hold untill i am free.
During a 9 hour day can you see how this causes a problem, and why people who leave voicemails don't always get called back.
I do check all messages, but as i have already stated my priority is to get back to people who are already insured with me (just as they would expect, after giving us their money)
If i am on the phone for 15 minutes doing a quote i'll normally have 3 voicemails left during that time.
So i ring one of those messages back, and during that 15 minutes i have another 3 messages left.... aswell as the other 2 already on there, and aswell as those who ring the main office number and insist on being left on hold untill i am free.
During a 9 hour day can you see how this causes a problem, and why people who leave voicemails don't always get called back.
I do check all messages, but as i have already stated my priority is to get back to people who are already insured with me (just as they would expect, after giving us their money)
21 August 2010, 09:13 PM
#58
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Reference leaving me voicemails (this is worth reading)......
If i am on the phone for 15 minutes doing a quote i'll normally have 3 voicemails left during that time.
So i ring one of those messages back, and during that 15 minutes i have another 3 messages left.... aswell as the other 2 already on there, and aswell as those who ring the main office number and insist on being left on hold untill i am free.
During a 9 hour day can you see how this causes a problem, and why people who leave voicemails don't always get called back.
I do check all messages, but as i have already stated my priority is to get back to people who are already insured with me (just as they would expect, after giving us their money)
If i am on the phone for 15 minutes doing a quote i'll normally have 3 voicemails left during that time.
So i ring one of those messages back, and during that 15 minutes i have another 3 messages left.... aswell as the other 2 already on there, and aswell as those who ring the main office number and insist on being left on hold untill i am free.
During a 9 hour day can you see how this causes a problem, and why people who leave voicemails don't always get called back.
I do check all messages, but as i have already stated my priority is to get back to people who are already insured with me (just as they would expect, after giving us their money)
i have never had a problem getting hold off moley for the last 2 yrs ive just rang and got hold off him good service
21 August 2010, 09:18 PM
#59
90% of the posts i make on here during weekdays are whilst i'm on hold to insurance companies, and during evenings and weekends i'm not sure what you expect?
I'll more than happily help people in my own time if they have a question i can answer, but doing quotes on a Saturday night are a massive no-no
I'll more than happily help people in my own time if they have a question i can answer, but doing quotes on a Saturday night are a massive no-no
Not having a go mate, just seems a shame that loads of people here know how good you are at looking after them, but many just cant seem to get hold of you
21 August 2010, 09:21 PM
#60
I see exactly what you mean, but again if i have 6-7 pm's requesting a quote i don't have time to get back to all of them unfortunately.