belliott69

iTrader: (3)

gary is a great man in my eyes and it really pisses me off that he seems to get put through **** at least once a month due to someone throwing a paddy and you end up with the same old people bitching. **** me if you can't get through and it really bothers you that much that you then have to attack him and his company each time theres a thread you may need counselling, i mean he's only human.

Maz

iTrader: (34)

People are entitled to their opinions and the right to air them. I won't go on about Moley's credentials, we may sound like a fanclub. As the saying goes you can't please all the people all of the time.

Maz

iTrader: (34)

Happy Birthday Micky!!

Pink_Floyd

It's a sliding scale though Gary. If you just shut the flood gates then you will eventually end up with a situation whereby your current client base has depleted and your ideology means new customers aren't getting through to you or your colleagues.

It's especially relevant as you have people here practically banging down your door to become existing customers It's fair to treat current and existing customers well, but don't forget to welcome more into the fold

Terminator X

iTrader: (7)

There's a phone nr for A Plan hidden away on SNet somewhere ...

TX.

Lisawrx

iTrader: (1)

Seriously? I haven't noticed one...

On a serious note, I think it's a little unfair for this to become a 'have a go at Gary' thread. Everyone has the right to complain about not receiving the service they'd expect but sometimes you need to take a step back and put yourself in that boat. By all accounts, this is a reasonably small company (as I read it) and by admission, a bit understaffed. Hopefully if more recruits are taken on the burden will be lessened and customer service will benefit.

As it stands, he seems to do the best he can. If he is basically dealing with one field on his own, he can only get through so much in terms of dealing with existing customers and potential new ones. Just seeing threads on here alone, he doesn't seem to ignore new business but he isn't super human. If people have had bad service over the phone as has been said (rudeness) then maybe the best approach would be to complain to the manager, it's pretty impossible for improvements to be made if a company isn't made aware of them. It is very easy to raise an issue without being an **** too. I did it recently and the outcome left me satisfied, perhaps because I work on customer services myself, helped my case rather than just going on a rant.

I'm not saying all this as a fan (as my other half has given his comment on service we've had), I'm saying this because I work in customer services too (not insurance) and I know how difficult it can be at times and no matter what you do or how hard you try, you cannot please everyone.

Moley

iTrader: (9)

Thanks for the kind words peeps.

Just to clarify, for every person moaning they can't get through there are probably 50+ that i do speak to (it's always the unhappy ones who comment!!!)

I am currently writing over £1.3 million pounds worth of business per year MYSELF (and have been for the last 3-4 years, and am course to do over £1.5m this year), so i do actually do some work, other than help with queries!!!

Lisawrx

iTrader: (1)

Never a truer word spoken!

This is a sad fact (although thankfully you do have good comments come through too) as people are very quick to complain but often keep quiet if given good service. The same happens everywhere in this field and it's bloody frustrating. I know this happens at my work, you could go to the far end of a fart to help someone and be lucky to get a thank you (never mind them telling someone higher), but heaven forbid you can't help/not in the way they want and they'll be going to head office....

Sorry, I'll shut up, this isn't about me or my frustrations.

Moley

iTrader: (9)

Agree with you 100%

People have commented about how some of our staff can seem rude, but if you had to speak to some of the people we do (nobody on here on course ) it'd amaze you how rude some people are.

You'd have to hear it to believe it, some of the stuff we hear/have to put up with is beyond belief.

I was told last week that my manager is ''the son of a *****'', and that i am a ''f**king b**tard'' (amongst other things).... all because we couldn't quote for a certain postcode. Amazing.

Lisawrx

iTrader: (1)

Nothing you'd tell me would amaze me.

I got told to 'f*ck off, you fat *******' just because I asked a bloke to put a top back on his child's drink (as he was spilling it all over the floor- we all know the claim culture). Ok, I'm a bit chubby, but that was just unnecessary.

That is nothing compared to what a few members of staff had to put up with a couple of weeks ago from some nutjob.

People who don't work with the public just don't feel our pain.

The Rig

iTrader: (13)

Thats all understandable to be rude back,but when you have been on the phone for only 3 minutes and only said along the lines of, i`ve had a slightly cheaper quote than you gave me yesterday,can you match it and i`ll take my custom with you,yet to get the attitude i myself and others have got back,thats uncalled for

Stevesbluewrx

iTrader: (4)

I personally have never had any problems getting hold of Gary. I have spoken to others at KM if Gary is away but always say "I wish to speak to Gary ONLY". I wait or call back.

Gary has also called me back in the past if requested or by leaving a mail box message. I know he is a busy man but he always gives me the time fo day.
So much so I am, my partner,my Mum,and one of my sisters are insured via Gary.

I think you do a great job Gary so don't let the odd bad word put you off. Only one of you for thousands of us wanting to get insured through you.

Steve

Lisawrx

iTrader: (1)

I'm not excusing rudeness, but imagine you have just got off the phone with someone being offensive, coupled with god knows how much contact before that has been blunt/lacking in any sort of manners (no please/thank you), it can make your mood less than happy and pleasant. And think this happens day in, day out. It is always going to get the better of you sometimes.

I'm in no way saying that makes being rude/having an attitude ok, but it happens. People are only human.

tony de wonderful

I'm happy with the service I got from Gary. He was very helpful and saved me a ton of cash.

OTOH when I was ringing for quotes with other insurers/agents I got patronising and bad attitudes from some; felt like a crim for driving a Scoob.

Pink_Floyd

This is exactly what I've stated on several occasions. I did not start the thread based on dealings with Gary, rather with Keith Michaels as a whole. Sadly due to the fact Gary seems to do so much for the company he has come to cop the flack so to speak.

Lay off him a little guys

Glowplug

iTrader: (8)

Nuff said.

Quick Lisa, lock it off

playtime

iTrader: (1)

garry top job your doing keep it up mate this is turnong onto a musical with all these peeps moaning you just simply can,t please everyone

Steve_PPP

iTrader: (3)

Depends what you value in your business. If its making a quick buck, then you're right. If you're talking about building a reputation in the industry based on customer satisfaction, then you're wrong. Too many insurance companies only seem to focus on new customers, and as a result have a high percentage of their customers leave after one year - just to go to a competitor to get a new customer bonus over there instead!

Sorry about that mate, was having a bad day

rossi_p

iTrader: (26)

I have to agree that existing customers are the priority. Sure, client growth is a target but maintaing a solid loyal customer base must surely come first. After all, it is cheaper (advertising/marketing) to maintain a good relationship than to create new ones.

Unfortunately, many companies forget this simple fact as I have experienced many a time.

As for Moley, he is a star and is the only chap I have found on the end of the line who is actually helpful. IMHO we're lucky to have a fellow owner on here who actually understands and gives a toss. Top work fella

Pjamie

I've not had a very good experience with Keith Micheals either. One person I spoke to (don't know who) was very helpful when I initially decided not to renew with them and managed to persuade me to stay, but when I first started using them (after them being recommended here) it wasn't a good experience - increasingly nasty letters threatening to cancel my insurance despite faxing and posting the signed documents back, and when I eventually called them I was just told "we have them, someone didn't file them correctly" (or words to that effect). No apologies for the nasty letters or the fact that they misfiled the paperwork.

When I sold my car recently I cancelled the insurance and was told I had a refund coming but wouldn't get it until the insurance company had paid them. That was over 3 months ago and I'm still waiting for it. It's only a small amount of money, but it's the principal. I haven't been back in touch with them to chase it up.

I wouldn't be in a hurry to use them again unless they were significantly cheaper.

Moley

iTrader: (9)

I obviously hear a lot of other conversations at work, and i don't think i can ever remember one of our staff being rude for the sake of it.

We're not a call center full of 16 year olds who are tought to say ''yes sir, no sir''.

The Zohan

I have always had great service off of Gary. He does KM proud.

Tidgy

if im honest i do sometimes find it hard to get hold of him on the phone, but once you do can't fault him, top bloke.

the better you are the busier you are, the busier you are the harder you are to get hold of.

oi gary, get the request in for an assistant

Allan

iTrader: (1)

Moley has seen me Ok for many years now, so only praise from me. Just hope they will stay competitive if I move away from Subaru, just like the fact that you can speak to someone who knows what he's talking about. Great quotes help as well

Terminator X

iTrader: (7)

Most difficult job in the world for which I salute you (& Gary) absolute nutters out there!

TX.

Terminator X

iTrader: (7)

Written by computers these days so best ignored! You did the right thing by calling though

TX.

Probein

Must admit I had a similar experience. Couldn't get through to Garry (despite phoning and leaving messages for 2 days solid) but spoke to one of his colleagues. He was extremely rushy and, as the OP has said, a bit rude.

But then, the price he quoted was incredibly competitive and I knew I wouldn't find anything even close to that elsewhere (which they obviously know too) - so, although not entirely happy with the treatment I received, at the end of the day they are giving me a very good quote on car insurance, so I can sort of forgive the lack of customer service.

rickya

iTrader: (18)

Not sure about Keith Micahels as a company but Gary Moulson, insuring a Subaru,- there is no other person better in the business to handle your car insurance.

Gary if I were in your shoes I would leave Keith Michaels are start up your own Insurance Company dealing with specialist Jap motors etc

99greenwagon

iTrader: (39)

i phone km a while back and the guy i spoke to was a complete ***!rude,arrogant and wont be phoneing them again,a-plan was far better service and was a much cheaper quote!(i didnt speak to moley tho) it did put me off completely.wont ever be using them,if he had been that arrogant to my face i would have probably knocked the t**t into next week.......shame really!

RLE

iTrader: (2)

A very strange business model in a competitive market putting existing customers first. I doubt you will be asked to head any marketing campaigns Moley. Surely new business is at least on par with any retention strategy assuming of course that KM wants growth?

Gary is clearly good at his job and a well repected member but if I was his employer I would be very worried about how much is expected of him. Likewise it doesn't say that much for the rest of the staff to be frank and this is surely where KM needs to invest time in training its employees.