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 Replies: 27 / Views: 5,496 |
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Pillar of the Community
Canada
1751 Posts |
I emailed my Rep 10 mins ago to get 5 packs of lucky loonies and to get him to call me. A month ago my credit card was compromised and was cancelled. So I wasn't going to give my card number via an email.
Well I took 4 steps and my cell rang, it was my Rep. I was floored by such a quick response! I had called the number in his email, it said I had a 45 min wait, so I hung up and fired off an email for him to call me.
I had the $20 4 $20 case on back order, I had forgotten about it. Since July I'm no longer MC, so I asked if it would qualify for free shipping, as I was MC when the order was placed.
Yes was the reply. I ordered the 13 coin 150 sub, so asked what would be the cheapest shipping? I was thinking of getting the coins in a quarterly bunch. My Rep's response was by ordering through him, I'd get free shipping!
Is the mint that desperate for customers, non MC with a rep still get free shipping? Not to mention my Rep gave me his personal cell number. Now I'm no where near the customer I was 3 yrs ago! Coupled with a call back within 3 mins of sending an email, what is going on over at the mint?
Anyone else have the personal cell number of their Rep? All I can say, they really must be hurting for business.
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Pillar of the Community
Canada
2845 Posts |
I think that RCM reps are fully commissioned sales people. This period of time, their sales may be lucrative and although I have no idea of RCM's sales culture, in other companies often the lowest performing sales people gets shown the door, to be replaced with some new person who it is expected will be a higher achiever. If that's true with RCM, typically In that type of sales environment the sales reps are motivated to do virtually anything to make sales because it puts $ in their pocket and retains their employment. While some customers might see this to be great customer service because their salesperson is able to flout the rules, when I've run into this sort of thing in the past it always makes me distrustful of their integrity because I'm left to wonder, is this person so desperate that they will take advantage of me as well. Either that or this rep is able to buy the items that you want personally, at a discount, then resell it to you. In that case, your risk is the continuity of their employment with RCM. |
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Pillar of the Community
Canada
6768 Posts |
Quote:
My Rep's response was by ordering through him, I'd get free shipping! Favor for a favor If really to stick the "system rules", your Rep will just put kind of internal order for himself with the free shipping and will "sell" it to you. In case if reps have some ability to manipulate the orders (and they do have some quota), so it only 5 sec to apply "Free Shipping Campaign Code" to your order in the Ordering system. You will get the free shipping and the Rep - benefits from sold subscription. |
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CCF Master Historian of USA Commemoratives
 United States
12255 Posts |
@pocketchange50: It's nice to see you posting again, your absence was noticed. I'm a bit less suspicious / cynical in my views on your recent experience. I see the prompt attention you received as your email arriving just as your rep was completing a call and before he started his next. He simply took a moment to call you back before moving on to the other customer calls/emails in his queue. Sometimes, quick responses are just a matter of fortunate timing. It also would not surprise me to learn that your rep was using a bit of the latitude he is given by the RCM in an attempt to lure you "back into the fold" and get you to return to the purchase volumes you previously reached. A few free shipments here and there are miniscule expenditures within the RCM, but can go a long way in helping to build positive customer relationships (i.e., sales volume). The cell number you were given could be to your rep's personal phone or it could be to a cell phone provided by the RCM to better enable him to take calls outside of standard business hours. Sales reps in many industries make use of such an approach. Hope you enjoy your Canada 150 subscription! Make sure to let us know of your impressions as the coins arrive! Collecting history one coin or medal at a time! (c) commems. All rights reserved.
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Pillar of the Community
Canada
2845 Posts |
I'm curious, do reps now use an RCM email address? At the beginning of the MC program I was contacted by an individual with a private email address who claimed to be a RCM rep. No way was I going to place an order from somebody I'd never heard of before with no obvious connection to RCM. And Commems, you might be right, a formal means of bringing back ex-MC customers to future status. I'd imagine lost customers are a concern. |
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Pillar of the Community
Canada
2984 Posts |
Quote:
Anyone else have the personal cell number of their Rep? All I can say, they really must be hurting for business. I sure could have used the personal cell number of my rep today as I had to wait 20 minutes on hold to talk to him. Having a rep is a mixed blessing. I wonder sometimes why I even need a rep considering he never answers emails right away and is hard to get hold of. Sometimes it is better to order online since it is much faster than through their rep. BTW, did you get 5 packs of the Lucky Lonnie? I thought the limit was one, even with a rep. |
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Pillar of the Community
 Canada
1751 Posts |
Thanks Commems for the welcome back. I felt I needed a break. Plus my home & gardens needed some attention, now I'm almost fully recovered from my hip surgery! I was surprised by the leeway my Rep had. Especially since I lost MC status. I didn't figure I'd even have a Rep anymore. I really scaled my purchases back the past 18 months. Since I found better deals elsewhere, it's hard to be loyal to the RCM. The cell number was very surprising, as I was told I could text outside of business hrs. These people need to have personal lives, never mind answering text. A customer should be able to stay within business hrs. I feel sorry for Reps, if they need to resort to text messages to earn a living. I feel more for the employee, technology is giving people too much access. It makes me wonder if sales are so slow, that all sorts of customer service need to be employed. It seems like a high pressure job. I usually hit the reply to email button, so assumed this was my Reps email. Lastly yes I ordered 5 packs of Lucky Loons. I appreciate all the responses. I just scratch my head, with how I see the mint operating at times. I suppose clients of other mints think the same from time to time. |
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Valued Member
Canada
354 Posts |
Good for you to get that kind of service. Business must be really slow if you can get coins at face value and still get a private number. I'm MC, but to get a set of those for each of my young children, I had to create an account for each of them and pay shipping. I don't have a rep, but now I wonder, if I had called would I have been able to get them all on my account with my free shipping?
You mentioned you also ordered the 150 subscription, was this also through the rep? And did he give you the free magazine subscription with it too?
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Pillar of the Community
Canada
1751 Posts |
Yes to both questions rjlavoie. I was thinking business is slow to. I truly expected to lose my rep. I seldom use him, heck I don't know how I ended up with 1 two yrs ago. I'm interested in others experiences with their rep. Mine is a very nice guy, I feel bad I give him very little business. I have cut back on mint direct purchases, since I find bargains in other venues.
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Valued Member
Canada
256 Posts |
All sales people are nice but never feel bad about no business for them. You are one of many. I retained my MC status with the pre-order of 3 Star Trek Delta Gold. Whether I'll accept them in September depends on the market at the time. For sure, I won't feel badly should I cancel them if they flop.They'll just sell them to someone else. Overall, I've had good experiences with my RCM rep. However, I have 2 other back up accounts with RCM when needed. And, yes, we all look for the bargains when we see them before our fellow collectors |
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Pillar of the Community
Canada
2845 Posts |
@ Pocket Change. indeed, that must be one heck of a good sales rep if you're left with the feeling that you ought to be buying what you might not want, just to give him more volume. With skills like that, he ought to move on to greener pastures, solar panel sales or something  |
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Valued Member
Canada
354 Posts |
Seeing as how this tread is titled "My RCM Reo...." I'll ask here, how does someone get on a list for a rep anyway? |
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Pillar of the Community
Canada
5324 Posts |
You don't, spend wacks of money on regular 100.00 coins they will find you with an invitation
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Pillar of the Community
Canada
2984 Posts |
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I'll ask here, how does someone get on a list for a rep anyway You get a rep if you spend a lot of money on coins. They call you, you don't call them. After I bought a few of the Bank of Canada gold hoard coins, I got an email and then a phone call from a rep. That's about four years ago. I am sure you are flagged for a rep if you suddenly spend a few thousand on coins. Edited by MoneyPenney
07/27/2016 4:35 pm
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Pillar of the Community
Canada
1571 Posts |
I simply called the regular 1-800 number to complain about a mistake the RCM made with my account and mentioned a friend of mine had a rep and that I wondered how to get one. That was it. He told me he'd be my rep and I was given a direct phone number and email to contact him. He usually gets back to me fairly quickly and he it does take longer, when I do hear from him, he's already taken care of my request included exceeding coin limits |
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Valued Member
Canada
135 Posts |
Lots of discussion about Rep communication with customers as of late (specifically regarding MC program changes), and the lack of communication / connectivity with customers. This got me wondering... how many Reps does the RCM really have? As an unofficial tabulation method, I'm wondering if CCF members would reply to this thread with the "initials" of their rep? This should provide a basic method of guesstimating the size of the RCM's sales force. I'll get things started: D.E. |
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Replies: 27 / Views: 5,496 |
Posted 07/14/2016 2:44 pm
