Forum Thermomix
Welcoming Center, Management and General Chat => Chit Chat => Topic started by: Zan on February 25, 2011, 11:45:52 am
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Not sure what I want or expect and there have been lots of posts from disillusioned customers and about missing consultants it got me thinking.
So what do you want from a consultant? How much work do you think they should put in? What sort of follow up should you receive (or want to have) etc.
Most consultants seem to get into for a love of the machine and quite a lot leave. Are expectations too high? They don't make much per purchase and have to put in a lot of behind the scenes stuff (or so I believe) so are customers (me, lol) expecting too much.
Is being in it for the 'sale' wrong? It is a business after all.
Your thoughts - as a customer or a consultant.
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as far as satisfaction goes I would probably give my consultant 7.5 out of 10. The success of my TM has hinged on me finding this forum and also my DD embracing it as well at delivery time. I would say that this forum has kept up enthusiam over the initial 'learning curve, and its always nice to check into a forum with like minded people who have similar interests and posting new recipes.
Back on the subject of my consultant, as I always hear the latest news from the forum I would never be told about so many things as I am only emailed about Basics Classes. She can't work out how I am onto the latest news, and I am not going to tell her. She is too slow to respond to my emails and text messages, as she has another full time job although I think she is a GL. Gives a good demo, but was not the reason for me buying as I saw my SIL's machine and then went from there as to how to purchase. A very easy sale, but sometimes I wish that I could purchase things independently of my consultant as I don't feel she is deserving of such easy sales from me, and I will not recommend her for people that want to buy a machine.
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I don't really expect much from a consultant Zan as I just do my own thing (with the help of this forum :-* :-*) but I would have liked to have been told when she gave it up and I would have appreciated being handed over to another consultant for simple reasons like:-
1) My machine plays up or breaks down
2) I want to order something
3) I know of someone who would like a demo
I think they are the main reasons. When my machine did have to be fixed, I rang H.O. and they organised with one of the GL's here to pick my machine up because her DH is the guy who fixes them. I now have her contact number and email address but she is not in a suburb near to me so I would like to know if there is anyone closer whom I can actually call 'my consultant'.
If I want to order something I ring H.O. and order spare parts or recipe books through them so again not a huge problem but if the consultants get a small commission on these types of sales, I would like to see them getting the sale. It may not be worth their effort in which case I am quite happy to do the ordering myself.
Basically though, this forum answers any questions I have and the experience on here is such that there is not much we can't get an answer to - apart from the fact some of us don't know where our nearest consultant is :D
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I don't expect anything from a consultant - I find the forum and other websites the most useful way of getting info and advice regarding thermomix. After delivering my thermomix when DH was home and showing him how to boil water (is that the delivery demo ?? :D, I haven't heard from her since (apart from when I contacted her to purchase cookbooks).
Not many other appliances have a consultant to contact at no charge, and I wonder if thermomix users really need a lot of hands-on assistance as the machine is quite easy to use.
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When I first joined this Forum I was puzzled by the mention of consultants as we don't have the same thing in the UK. You are meant to have a demo before or just after buying, but they're not too strict about that if you know someone who can show you the ropes.
If we need anything, we can contact UK Thermomix and this Forum has educated me much more than any one person would have been able to.
I guess it's like anything else - if the consultant is good, they can enhance your TMX experience. But if they aren't good, they could well put you off.
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I don't expect anything really. When I had a problem, I called HO. In saying that, my consultant, and another I met at a friend's demo, go above and beyond what I would expect. Newsletters, calls/emails to see how everything is going etc. I am happy to have been able to refer 10+ sales to my consultant. She appreciates it, and often gives me a cookbook to say thanks.
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:) Mine was a really easy sale for my consultant. i rang and ordered it, site unseen. Got my thermomix 10 days later, and a delivery demo the next day.
Every time i wanted to order cookbooks, i rang her, no worries.
She is not selling thermomix any more, as Joanna has now a full time job. I was happy with the service she gave me.
I have been adopted by Jo ( Quirky cooking), who is only about 15 minutes from me. ( i picked up her card at the local Atherton show)
I think this website is fantastic, i am on here every day. There are so many talented people on here, willing to help, which is great.
Robyn ;D
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I expect my consultant to have enthusiasm for the machine and appreciation for an easy sale. I would think that if a sale was made and a consultant was planning to be offline or away for the month after a sale was made that a good consultant would put you in touch with another consultant/GL to offer follow up and demo's.
I don't really like that in order to buy cookbooks a consultant would prefer you to order them your selves and pay for postage. Other consultants I know have them available for their customers without the postage fee added on.
I expect a consultant to inform all their customers of upcoming cooking classes or public demo's and not find out via another consultant.
If a consultant stops selling I would appreciate the courtesy of introducing me (even online) to another consultant in my area.
My main thing I would LOVE is if my consultant could let me know of host rewards/offers of things that I want to add to my TMX experience such as when the 2nd jug offer or a certain cookbook comes up as a host reward contact me and ask if I would like to book a demo.
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Wow -- great thread Zan, and such a nice (positive) way of framing the question.
Almost one year ago I wrote a post on my blog about the value of demonstrator consultants ( http://www.superkitchenmachine.com/?p=5698 ) because I wanted to support all their hard work. But based on what I'm learning here, I may need to revise that post (!) :o Your thread and its responses bring up a lot of thoughts. ???
First I'd like to be clear that my perspective is that of someone who bought directly from a distributor and so have never had or met any consultant or seen a demo. Because I live in a country where Thermomix is still very unknown I am accutely aware of what a hard job it would be to make even one sale. In fact, that was my reason for starting the blog. I thought that with one strong well-rounded informative site a lot of progress could be made toward informing people. I hoped that by doing the job well, it might take some of the pressure off the consultants so they'd have an easier time of selling this outrageously expensive machine rather than spending all their time explaining what it was to people who have never heard of it.
Anyway, here are some of my thoughts:
history: There is much to be learned from reading all the fine print literature out there about the history of Vorwerk and their sales model. Vorwerk's has always been a door-to-door selling model and that is why the consultant/demonstrators exist. It made sense as a sales model originally, but really .... does it today? The internet has changed everything and this puts Vorwerk in a very awkward position where in they do not want consultant to use the power of the internet to sell machines. Even when back in 2009, I was told that Vorwerk forbade it's consultants from having websites ("blogs are okay, as long as you follow strict guidelines, but "sites" are not permitted") there were a few videos popping up online. No, it's not the same as being there and touching the machine, asking questions and smelling the food, but online demos can really do much of the pre-sale work for which consultants were previously required. I dearly hope that Vorwerk will have the ability to grow with the times because at this moment, I feel they are behind in some regards.
pricing and consultants: Given the historical door-to-door sales model it only makes sense that the consultants' wage/commission is built into the price. Should it not then follow that if a head office/distributor sells the machine directly to a client that commission amount should be subtracted from the price? (juss sayin...) :o Vorwerk would likely say that each buyer should have a demo and if they forego the demo that is their prerogative. (Still... juss sayin...)
book sales: From what I'm reading here, there is no standard method as regards distribution of books and who pays for postage etc. What a mess! We can only hope that someone (or someTWO) up higher is reading this and will apply themselves to figuring out ways to improve service.
service: Yes, selling TMX is most certainly a business. But imho, no business should put sales above service. If you don't provide good service, how can you possibly expect people will recommend you for future sales? (Hello, am I alone on this one or what?)
It sounds like due to this forum there have been a lot of easy sales for some consultants and for head offices. You would think head offices were paying for the forum and paying for a team of moderators. That's only good business. Isn't it?
Oh, I feel myself digressing here. :-))
Bottom line is that the internet is changing everything. And more than that, the internet itself is changing. (So the thing that is changing the thing, is changing ??? ???) Just five years ago even, Vorwerk did not have customers in UK swapping stories with customers in AU or Spain or Canada. The chefs and home cooks in each of these countries were not bypassing consultants while inspiring people on the other side of the planet to buy the machine, as they do now in forums, blogs, and social media. Different countries do things differently and in most cases it doesn't matter much but this is one tight community that is PASSIONATE about one super machine. All of us are here because we love the machine so much, not because of the company, the consultants, the service or lack thereof.
I think you are right to expect a great deal from your consultants, especially those of you who are referring sales to them. I also think any consultant worth their weight in salt should be on this forum contributing as much as they can and giving back to the community that helps them get sales, and helps them with support issues. Those consultants who are here (and we know who you are ;) ), are simply the best!
Mix on!
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Well said Helene, as usual! I'm finding this thread interesting too! As I said to Chrissy on her thread about changing consultants, I never had a consultant for the first five years or so of having a machine - my consultant didn't last long in the business because she was an older lady in a small country town where practically NO ONE had heard of the Thermomix, and it was really hard to sell them back then. I don't think there were Thermomix websites back then either, but I could be wrong... I just had two very basic cookbooks (one was a booklet), so I experimented and taught myself. I would have loved to have had a consultant though, and when I finally found one in 2009, I was so excited and had lots of demos! She was a great help to me, and taught me so much. The first time she came over she was shocked to hear I'd never made the vege stock before, so she cleaned out my vege drawer straight away and made me a batch! She was very inspiring, and I began to use my Thermomix more than ever, and started loving it even more! And before long I became a consultant too! :)
But thinking back to my pre-consultant days, I would have liked someone to keep in touch with, to check how I was going and offer ideas and advice and new recipes, classes to go to and demos to watch - that would have been great!!! Everyone thought I was 'a bit odd' about my strange kitchen machine, so it would have been nice to meet fellow 'Thermomixers' to swap ideas with!!!
As a consultant, I think it's important to keep customers up with what's going on in the Thermomix world, incentives, classes, competitions, etc - and just be available for advice and inspiration! I often invite customers over to my place to cook with me if they're having trouble with anything, or are new at it and need help. I've made some great friends this way!! :) I really love all the forums and websites and chatting with all you guys, but I do think a real, live consultant who is helpful and available is very inspiring, and I'm so glad I found one a couple of years ago - it made all the difference! So I try to be that kind of consultant too.
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This has been very interesting to read. I bought my machine 6 months after seeing a demo, and had to ring HO to find the consultant as I didn't have the correct phone number for her. Anyway I finally bought a machine off her and she delivered it, showed me basics and gave me a calendar and some extra recipes. I have never heard from her since, although this has not bothered me as I am learning off this forum. I would, however, like to know when classes are on, when cookbooks come out and how do I meet some other people who own and use and love their Tmx. I have said before that I learn more from doing rather than reading and it would be great to have others to experiment with.
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I have to say I'm happy with the consultant i have now and wish she was the one who sold me my machine. It seems that for too many customers, they are treated as a sale and nothing more. This is an issue HO should address, but I get the feeling that all they're interested in is the sale as well - after all, for them, business is business, and it's in their interest to support those consultants who make great sales figures and forget about the consultants who really do look after ther customers, and sales =/= good customer service, IYKWIM.
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Actually, that's not true about HO only being interested in sales, Thermoheaven :) - I've just gotten back from training at HO, and that is DEFINITELY not what was emphasized!!! We were told over and over that "it's all about customer care" - Grace was very emphatic about that. We were told not to focus on the sales, but on looking after our customers and helping them to become confident in using their machines - when customers are happy, they'll tell their friends and sales will come, but we are not supposed to be 'salesmen'! Here's a quote from Grace's speech at the 10th Anniversary last week: "We don't teach consultants 'selling skills,' the product sells itself. We teach consultants 'people skills'. And that's really important." (Obviously some consultants have less people skills than others, and need to work on that, or give up the job!!)
We have cooking classes and encourage customers to see both demos (basic & varoma) at least once so that they become more confident in using their tmx, and we encourage them to ring us if they need help - that's all part of customer care. If a consultant doesn't bother to keep in contact, and is not helpful, they really shouldn't be a consultant at all. Of course we all have customers who 'slip through the cracks', but often it's because they keep saying they don't want a demo, don't want to come to a class, and we don't want to keep bothering them if they'd rather 'go it alone' - I have a couple like that. I still send them emails, though, to keep them updated. And it's unfortunate that not all consultants pass on their customers contact details when they quit, so another consultant can look after them - I think that's important. But I would encourage anyone who doesn't have a consultant to ring head office and ask to be put into contact with one nearby, and make sure they're on a mailing list so they know what's going on and have someone to call if they need help. :)
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I just wanted to say thanks to everyone who has contributed here as I have just signed up to become a consultant and the info that has been put here will help me to become the best consultant I can be to my future customers.
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Congrats, FF - with an attitude like that you'll go far!! :)
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I haven't posted for a while, been an irregular visitor so thanks Jo for mentionning this thread on Facebook! It's so hard to get the balance right. As Quirky Jo says some clients don't want to be contacted, or have an inital demo, attend a cooking class or anything. I'll also second what she says about Grace &, here in Melbourne, Janine -the emphasis is on looking after customers. Happy customers refer their friends. We don't sell the machines, we merely demonstrate them because they sell themselves! I've done this business working full time, studying & working part time & it really can be very demanding of time. The demonstration is the tip of the iceberg & what goes on behind the scenes is quite unexpected. Our skills as cooks vary dramatically. I could no more come up with some of the creations many of you do than construct a computer from scratch. I don't have the technological/social networking or marketing skills that some of the other consultants have. My aim is to present the machine for people to make their own mind up about it, ensure my customers know how to use it, answer their questions, support them if they need it, be honest & ethical in my dealings with them & fess up when I stuff up. I can't promise to create fabulous new recipes but I try to connect them to links when I find a ripper. I hope to tell them when events are on but am also aware of the weariness & wariness that surrounds on-going emails. We are restricted in what we are allowed to send & how we title it - which, I guess is an attempt to protect the brand. How much of that is from our HO here & how much is dictated by Vorwerk I am unclear. At the end of the day, if you're not getting what you need - ask for it! I've had times when I haven't communicated with my clients because I've been snowed under with the other parts of my life. It's not a great excuse, it's just how it's been. I'm human, we all are. I've also worked on about 4 computers in the past 3 years & not found an ideal database system. So thank you all for your input on this thread, it's renewed my commitment to do as much as I can to look after my customers. From my point of view, it's always nice to get some feedback when newsletters are sent - especially when I ask for it in them - just so I know I'm not talking to the cyber-wall!!!
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I am one of those customers who prefer to puddle along and do their own thing.
I had seen a demo 12 months earlier, had a friend with a thermy and knew exactly what I wanted.
My lovely consultant (hi JaneeZee) gave me exactly what I needed. I ordered my thermy as well as some books recommended by my consultant. My DH attended the delivery demo because I was tied up with a business meeting, but Janee rang me a few days later to see how I was managing. She offered advice and any further assistance I may need.
Fortunately I was pretty confident with thermy right from the start, having a friend with one, and finding this wonderful forum with lots and lots of terrific recipes to try. Other customers may not be so confident and may need a bit more 'hands on' assistance, and I'm sure my consultant would have provided that had I felt the need. She sends me emails of the latest happenings and the occasional super recipe, and I love to read them.
We're all different I guess. I love my thermy, use it nearly every day, sometimes several times a day, and just love the results.
I'm very happy with my consultant, and would happily recommend her.
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Yes, big cheers to FF for using this forum in the best way possible: to learn from the experiences of others and apply it towards her own betterment and success. Yay -- you are off to a great start !!!
:-*
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I really like my consultant, but it was hard because she lives on the other side of town and likes to use the phone to communicate where I'm most definitely an emailer (with six kids around the house, it's more efficient that way!).
I would have liked to have more information about special deals and demos (I think I've sold an easy half-dozen TMX to friends who caught my enthusiasm and would have loved to know about the special deals), and then when I did have the Varoma demo it was much more a "hard sell" night than I'd anticipated so I felt embarrassed having invited my friends (who were interested in the TMX but turned off by the sell!).
But when the chips were down and my blades had broken my consultant really came through for me! She arranged a loan set of blades while the new ones came from Perth :D .
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Phew, this thread is epic and awesome! What a great angle from both the Customer and the Consultant. I like Ferral Family have just signed to become a Consultant after owning my tmx since Nov. Thankyou everyone for your "words of wisdom" everyword has been taken on board by me. I will definatley be asking my Customers (when i have one) what contact they would like or expect from me, and let them know that I am here for them. Love Jenny :)
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This is such an interesting read :) I don't see myself as being in 'sales' I love the TM and am passionate about food and it's power to change the way we eat and live. I like to think I am encouraging that change by both demonstrating to people who dont buy a tm and by selling TMs too. Of course I am not working for free and a sale means commission and helps our family with income but I am not doing it purely for the money because I could be relief teaching for that. I think a consultant should know their stuff whatever focus they may have. They should care and be interested in every person who purchases a TM. I personally remember every person I have sold a TM to and quite often their family situation how many kids they have etc. I think it is really getting harder to find good service these days and when a consultant provides good service then they will get referrals. If one customer is giving me referrals on a regular basis I do thank them with books etc. I like to think I provide great service to my customers with my delivery which always includes a free cleaning brush, demos and phone/email support. Like previous posters you do have to be guided by the customer too. I have had some people call me regularly to ask questions and others not need anything other than the basics. I do like to call people who have had their TM for a longer time occasionally just to see how they are going. I also send out a newsletter regularly (this year I am aiming for monthly as it was a bit hit and miss last year :-))) however I hardly get any feedback or response from it which makes it hard to guage whether people appreciate it or want it to continue and can be a little discouraging.
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It seems that there are many consultants on this forum who are passionate about thermomix and obvioulsy offer wonderful customer service (which costs them in time and money!). I suspect there are other consultants who are doing the job to either purchase their own machine or didn't really appreciate the amount of work consulting could be, or are just not 'in love' with the concept.
Do HO 'vet' prospective consultants to see if they match the customer service levels that are expected?
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Meagan- your newsletter is great :) It never occured to me to reply, but I love getting the recipes and finding out what's coming up.
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My consultant is fantastic, as my TM was a christmas gift from DH, there was a note in the box to contact her when I was ready, which I did after the New Year, send regular monthly email with specials and when cooking classes are on. Will deliver cookbooks the day I call her, answers my emails, we have had both the demo's and she has been so helpfull ( I had a knee replacement just before xmas) two of my friends have since bought the TM from my demo's. They are both rapt with the machine and the service they have recieved.
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That's great to hear!
Bonsai, yes, in their interview they are supposed to have everything explained to them so they know whether it will suit them or not, and the interviewing Group Leader is supposed to be careful only to join up people who will be willing to do the work, not just people who want to make a quick buck! :)
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I've only skimmed this post but found it interesting reading. You all know that I was adopted by a lovely consultant and I find that she treats me exactly as I would want. Kathryn I truly love your newsletters and learn from them. The onl;y advice I was given from the person who sold me my machine was don't give up using it before 2 weeks are up. ACtually that was good advice.
I have also found the forum to be wonderful. As for not knowing when classes are on I have always made a point of checking the HO website weekly to find out what was on. This is even easier now that they have recipecommunity.
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Meagan- your newsletter is great :) It never occured to me to reply, but I love getting the recipes and finding out what's coming up.
Aww thanks Caroline ;D
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I went to a cooking class/Cyndi lecture and wasn't impressed at all with the hard sell by one of the team there. It was actually embarassing as she just went on and on. I still wanted the thermy though and luckily when I was ready to buy, a new consultant had started up who is great. Good demo, great manner - have not heard a lot from her since I bought the machine - but I am sure if I needed something I would get it sorted okay. I guess I don't really know what to expect - just that they are available if something goes wrong or I have a question.
There are plenty (zillions) of recipes on line and on this forum so I am not stuck for ideas ! Would probably like more cooking classes as I like to chat to other owners and see things being made - two or three a year is not many! On a side note, does anyone get together with other TM owners in real life on a regular basis?
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I can't say I was over impressed with my consultant. I'd already decided on getting a thermomix when I had my demo and one of my guests also decided to purchase one. My friend got hers dropped off with the quick usage demo, no food or anything and has not heard from her again. I got the same usage demo when mine was delivered and a phone call a couple of weeks later.
At the time I know she wasn't on the forum as I'd asked her about it and it "wasn't her thing", which is fine. I'm interested in having a varoma demo and getting some books but can't seem to get in contact with her. I also think its wrong that you have to have a demo just to get a book - I know that's not the consultants problem but someone should take it on board.
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Oh and I'd also like to know what accessories are available as I've got no idea!
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That's a pity you haven't heard from yours Kym - there was a great special this month - have a demo & get a carry bag for $70 (instead of $120), or for $40 if somone at your demo buys. The only accessories are the servers which are $30 if you have a demo, a silicon bread mat ($40 if you have a demo), and recipe books.
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That is a pity as I would have loved a carry bag to easily take it on holidays. I've heard people mentioning some sort of brush for cleaning the blades too.
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Kym it is a green handled brush that you can use to help with cleaning the bowl. It is $5. Which state are you in?
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Oh yes, forgot the brush! I give one to each customer when they buy a machine. :)
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Yes I give one to my customers too Jo ;D
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I was just another sale to the consultant who sold me my Thermomix, and I'd give a zero if I had to rate her. It was just her luck that I knew I wanted a Thermomix before I saw the demo, otherwise the sale would just not have happened. it was difficult enough trying to find someone to show it to me. No one responded to my initial requests to HO, which was offputting, so finally, when I did see the Thermomix, it seemed like an upwards battle. After the sale, my thermomix was delivered to my doorstep...and nothing.
Luckily, since then, I found the conultant I have now. She keeps in touch via email, lets me know what's happening, sends me ideas and recipes and does demos for me whenever it suits. She's wonderful - there when I need her. She's always got all the bits, so I don't have to go through HO, nor do I have to fuss with freight, because I get everything from her when I want it. She goes over and above the call of duty.
Not only that, compared to the consultants I come across since then, I notice she has a real understanding of cooking food - I get the impression with so many of the consultants I see at the classes that they have absolutely no idea about food or cooking and just do things in a set manner without any imagination.
So what do I look for? Someone like the consultant I have now. she's caring, knowledgable and there when I need her.
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It's nice to hear you are so happy with your consultant petit4s, sounds like the type we all should have. I like the idea of being able to buy recipe books etc from a consultant and not having to pay the freight costs - good enough reason for us all to have access to a consultant.
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Thank you for this thread!! I am a relatively new consultant & I've been wondering how much (or how little) I should be contacting my customers.
I want to be available to them all & help them, but I also don't want to be a pain.
I've rung & left messages, as well as sending the odd email about classes or incentives.. But I rarely get a call or email back, so I was worried that I was being too overbearing.
I'll go back now & read all of the replies to this post, but I just wanted to say thanks for raising the topic. It's very insightful & I just want to be a helpful & dedicated consultant.
Karen
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Reading this thread it occurs to me that different people want different things from their consultants.... Would there be any mileage in consultants (and obviously I'm thinking about the good ones here !) checking with their customers after, say, six months, how they want the "relationship" to continue. In that way, the customer knows what they can expect and the consultant can be reassured that they are giving the customer what they want.
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Thanks for this topic - it is always good to get this kind of feeback. Ditto to all other consultants comments on here. I send out monthly newsletters with the current info attached but only get the odd reply and often wonder if it is annoying but I will keep it up after reading this. I think the little things are important too like bringing a gift to the host even if they don't always buy - the brush is always handy, also the silicon cup cake moulds for varoma demos or a teatowel if they don't own a TMX. But this does come out of the consultants own money. I think it is also important to show appreciation to those who refer customers to you maybe with a lovely cookbook - this also comes personally from the consultant. If a consultant is doing their job properly and honestly there should be no 'easy sale'. You don't get commission for putting in an order form you get it for delivering the TMX personally or at least doing the delivery checklist over the phone if you live far from customer then by doing the cooking demo and also by doing the Varoma demo if they are interested. This involves 2-3 visits and gifts. So after you have the customer the work has only just begun if you are to take your commission honestly. :)
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I keep seeing the brush mentioned and now silicon cup cake moulds. Are these Thermomix brand?
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The brush is - looks like a mini round toilet brush lol ;D ;D works well though as it is flat on the bottom so sit against the bottom of the bowl and gets in between the blades. The silicone cup cake moulds are not Thermomix - wonder though if that won't happen at some stage - you never know :D
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Kym it is a green handled brush that you can use to help with cleaning the bowl. It is $5. Which state are you in?
Sorry about the delay - I'm in Brisbane.
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ive been following this thread but havent yet replied..felt i had to today after the afternoon ive had.
The plastic part that covers the electronic screen and buttons etc cracked right across the top just like that so I contact my consultant...first time in many months, actually probably 7 out of the 8 mths Ive owned my thermie and the only contact I get from her is on the very odd occasion about open days etc to entice new clients in and its always like come along and make sure you bring non thermomix ppl..which didnt overly bother me until today when I contacted her about the crack and also my thermomix lid has a part where it looks like the protective coating if you can call it that has burnt off?? or worn away after only 8 months anyway she answered quite simply..you need to ring after sales services with vorwerk and its not her problem in a round about way..well my blood kind of went over boiling point to put it midly. As its still under guarantee I expected her to say the lid will be replaced and she would send me a new one and give me instructions on what to do re the cracked part of the base..nope nada!
I would have to answer after purchasing such an expensive piece of equipement that it would 'buy' you in a sense a minimum amount of customer service from your consultant and most definately the odd email to check in to see how your client is going maybe at interval periods, even quarterly, as well as what cooking workshops etc are available and things like that. I have had none of that and am quite upset at the moment but I will feel better tomorrow im sure..I just hate feeling like I was just a sale and my consultant will be helpful only on matters where there is a sale or possible sale involved.
After I got upset with her and told her I found her reply disapointing she said to ring a number she gave me and keep her informed..im still really peeved but at least I got some small amount of direction and follow up..in my eyes still isnt enough though with my thermie still being under warranty. :(
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What an awful day you've had Fozzie with your consultant,wish I could give you a big hug :-*
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thanks cc you put a smile on my face at least :)
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I'd go straight to HO and complain. she's the one who should fill in a service report and send it in. You shouldn't have to do anything except wait for your tm to come back perfect. Shame on your consultant. There's a consultant in Sydney just like her who does the same thing with the "bring a non tm owner" spiel and tells people it's their problem once she's sold the tm - all's good when she wants to sell you the tm or recruit you to be a consultant, but quite another when you ring and ask for help. HO loves her though because she's a saleswoman, so I'd say they turn a blind eye to it all, but still no harm in letting HO know.
Let HO know how you feel, then get a new consultant who cares - I did, and I haven't looked back. You deserve satisfaction.
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Oh Frozzie how awful aTMX with a cracked 'head'. I do hope you are able to get it repaired quickly and easily. Consultants like that should not be allowed to sell the machine as they are only in it for the money-no love of the TMX there.
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So where are you at Frozzie? Part of our delivery briefing is "make sure the client knows the service procedure" which is "I am your first point of contact" Ring your consultant again & tell her that you understand it's her responsibility to fill out a service report & send that off then HO will respond.
Last week one of my most recent customers had an issue with a leaky lid - which we thought may have been the case at delivery. I went in & did a process of elimination, worked out the seal was faulty, gave her mine. I then rang HO & sent in a service report. I got sent 2 seals within 3 days - 1 for me to replace the one I'd given out & 1 for the client "as it would be handy to have a spare". How good is that?
So just get up her & demand some service & if that fails get in touch with one of us consultants & we'll make sure you're sorted ;)
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Janee Frozzie is in France.
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thanks guys and janeezee im actually in France and my consultant is actually paid by vorwerk so I dont know how the system works over here but she doesnt live off clients sales which makes it even worse actually and even if I changed consultants any time I went into any workshop etc she would be there and probably tell other consultants some story about me so Im not sure its worth it but I will be writing to head office. I just contacted the after sales service and I am waiting for a technician to call me back to apparently ask me a bunch of questions on what I did to cause the problem and see if its covered under the garantee..dont think this is going to end well..in any case im not using thermie for the moment in fear of breaking it further then they will probably tell me the garantee is void or something...france is a whole other nightmare for all things after sales and customer service...its a constant battle and is incredibly annoying.
...just got off the phone to the after sales vorwerk people and it seems I have to send my thermie by a special courier in a special box they will send me to have them test it out and hopefully repair it..the 'technician' told me it will take about 10 days...snif 10 days plus all the transport etc without thermie...not a happy camper and definatley not happy with my consutant. In any case Ill be back to standard old cooking for a couple of weeks..
on another note I was speaking to my mum tonight about the thermomix and we got talking about her consultant who sold her the thermomix and did the basic delivery demo and said she would contact her re the varoma demo and no news since the sale either..they are in Montville, QLD so if there are any consultants who service that area please let me know :)
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Sorry Frozzie -didn't realise you were in France - lucky you, whereabouts? I used to speak french quite well once upon a time.......il y a longtemps......
So, sorry that you don't have access to our customer service from HO but I'm sure you'll sort it out I wonder if you were a french native if you'd have this problem, I remember how the natives can be - hmmm (I still love them - rest assured......).
Anyway, good luck with being Thermie-less. I had to borrow a spare when mine went away otherwise we wouldn't have eaten!!
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Sorry Frozzie -didn't realise you were in France - lucky you, whereabouts? I used to speak french quite well once upon a time.......il y a longtemps......
So, sorry that you don't have access to our customer service from HO but I'm sure you'll sort it out I wonder if you were a french native if you'd have this problem, I remember how the natives can be - hmmm (I still love them - rest assured......).
Anyway, good luck with being Thermie-less. I had to borrow a spare when mine went away otherwise we wouldn't have eaten!!
Janezee Im in Tours..if you know france you surely know Tours, land of the chateaux...
I have realised its the same for the natives just perhaps they are better at arguing..coming from oz and having it 'easy' customer service wise made it very difficult dealing with teh system over here which is basically you buy it hten its your problem not ours...and its everywhere..most of the time DH deals with them as he is good at it and knows when to be diplomatic and when to get into them..its a bit of a game and if you dont know how to play it yoçu can end up in all sorts of drama.
i do love france though and the french just not customer service..my DH is a french native as are the majority of my friends here. It is just the way of life for people here and like anything if you doht know any different it can be quite normal..unfortunatly for me its not normal but I am slowly learning to accept. DH and I had a laugh once at one of his colleagues who went ot the UK and had bought something that was faulty..being french he was all ready to go in and argue the point and spent quite some time to get what he wanted and when he went in the salesperson just said noproblem sir ill replace it for you straight away lol he was flabbergasted as that NEVER happens in france..ahhhh if you dont laugh you cry! I also wrote to my consultant to ask what is vorwerk frances view and training on their staff..see if she answers and ill also be contacting HO to also ask!
bonne soirée et merci comme meme pour l'info :)
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I am having a giggle after reading Frozzie's comments, not because it is funny being without tmx, but because I have not long finished reading a book called Almost French written by Sarah Turnbull and she states exactly Frozzie's dilemma with the French in getting anything done. If you do not know the drill, you will suffer!!! Hope all goes well and you get your beloved tmx back soon Frozzie.
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Je t'en prie Frozzie!
I've also read Almost French & know exactly what they are like.
One of my favourite memories was when I was chatting away to someone in French & they asked me which region I was from as they knew I wasn't a local from my accent. When I said "a little region called England" they laughed their head off as they would love to think of England as being somewhat subordinate to France - as demonstrated by their clearly subordinate behaviour in meekly replacing something faulty rather than arguing to the death about rights & entitlements. LOL
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I am having a giggle after reading Frozzie's comments, not because it is funny being without tmx, but because I have not long finished reading a book called Almost French written by Sarah Turnbull and she states exactly Frozzie's dilemma with the French in getting anything done. If you do not know the drill, you will suffer!!! Hope all goes well and you get your beloved tmx back soon Frozzie.
yep thats it..I love that book..made me feel so sane when I was first living here..started to think it must be me and I must be losing it..I once even thought about looking her up and seeing if she still lived in France lol...thought that might be a bit stalkerish so didnt! There are alot of aussies that come and go in France but not many of us that stay...I am forever thankful to Sarah Turnbull and her book...its a great read even if you cant relate!
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Now I know you're there Frozzie I will ask if you have conversions for a really good Tarte Tatin & Iles Flotant as I love both of those!!
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Je t'en prie Frozzie!
I've also read Almost French & know exactly what they are like.
One of my favourite memories was when I was chatting away to someone in French & they asked me which region I was from as they knew I wasn't a local from my accent. When I said "a little region called England" they laughed their head off as they would love to think of England as being somewhat subordinate to France - as demonstrated by their clearly subordinate behaviour in meekly replacing something faulty rather than arguing to the death about rights & entitlements. LOL
yes there is some kind of weird complex or fear of being 'inferieur' by most people here lol...quel horreur!! I guess life would be very boring if everything came too easily and as much as some things french drive me batty there is so much else I adore here!
When I was back in oz last november we were at a theme park and I had a splitting headache plus it was quite hot anyway someone over heard me and came over to me and said 'I dont normally offer people drugs but I know what its like to have a bad headache in these places' and offered me some nurofen...it was very sweet and so australian plus gave me a laugh....it took me by surprise at first as that would never happen here...that kind of friendly easy going nature has to be THE part I love most about aussies....unlike any other culture in the developed world! DH used to freak out on trips to oz as when he was in shops people would ask a bunch of quesiotns about his day and about him and if he sat down anywhere peiople would start chatting also about all sorts of things (he kept wonderig why total strangers kept chatting to him lol)..each to their own here so it was qite foreign to him at first..now he loves it!
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Now I know you're there Frozzie I will ask if you have conversions for a really good Tarte Tatin & Iles Flotant as I love both of those!!
not that I have made yet but there is an iles flotant in the french thx book so ill pm you..tart tatin would just be the pastry as im not sure how the apples and syrup would go but ill check it out... and janeezee even if im not here you can just pm me if there is ever anything your after :)
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janeezee how good is your french? do you want it in english or in french?? :P
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janeezee how good is your french? do you want it in english or in french?? :P
20 years ago I was fluent - so I get by in both!! Ca ne m'est egale (goodness, it's been a long time. I need to practice so maybe send it in french & if I have questions I'll pm you!!)
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hahah its ok I sent them both to you translated in english..its easier for me as I speak both languages every day and I dont want to add extra stress or give you a headache..(i speak english to my family, the kids etc all the time and french everywhere else..telephone, friends, DH etc)
enjoy :)
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Frozzie I loved that book too! I was so sad when I finished it. I haven't travelled to France, but it is on my bucket list and I will have much more understanding of the French just from reading her book. I admire her so much for being so courageous and I admire you as well for living in a foreign country and obviously coping so well.
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Frozzie I loved that book too! I was so sad when I finished it. I haven't travelled to France, but it is on my bucket list and I will have much more understanding of the French just from reading her book. I admire her so much for being so courageous and I admire you as well for living in a foreign country and obviously coping so well.
i know its sad she never wrote another one but imagine life took over..i wouldnt say it explains the french but definately cultural differences from a foreigners perspective, especially in those first few years of adapting to another language, culture and lifestyle which are always hard and everything is strange..once like anywhere you understand them its so much better and life and your experiences take ona whle new meaning..dont however believe alot of generalisations about the french as they arent true and most people who say them have had either a fly by visit or have never been to France..it s the same here..some people believe aussies have pet kangaroos and we all live in the outback and dont work or work very short hours lol
oh and im sorry for hijaking a little this thread..naughty me :P