16 June 2009

When is impartial advice not impartial?

I make no apology for returning to a subject that I've touched on before, when it is something as important as choosing the right mobility aid. The Independent Living website only exists to provide as much information as possible, so that anyone looking for assistance in any area of daily life can inform themselves of the choices available. Equally, where there is more than one possible solution, we always recommend that the user should "try before they buy" - preferably in a non-pressured environment, such as a Disabled Living Centre.

This is one of the reasons why we are concerned about the involvement of supermarkets in selling mobility aids, since it is bound to lead to people picking products off the shelf, without either knowing that what they are buying is the most suitable for them, or indeed that there are alternatives to what they see on display.

But we have recently become aware of an even more potentially hazardous marketing technique, namely the peddling of what purports to be impartial information, but which is actually only promoting the products of, and generating leads for, one supplier. We have seen examples relating to products from stairlifts to mobility scooters, and unless the reader had good knowledge of the market, they would probably not realise that they were being misinformed about product options, and directed towards a particular supplier who might not actually be the best option in their particular circumstances. What is worse, in order to receive the information, the enquirer is required to give personal contact details, and can no doubt look forward to a follow-up call with a persuasive sales pitch....

As always, it seems that the onus is on the buyer to practise constant vigilance; not to take information at face value; and to dig below the surface of any useful-sounding "free" offer - even if it is something as innocuous as free information. Somehow, that pamphlet has been paid for, and if it is not immediately obvious how, then you should probably be a bit suspicious about the motives of the supplier.

Sadly, many of the people looking for aids to mobility and daily living, are, by definition, more likely to be frail and/or vulnerable to high-pressure sales techniques. Perhaps the "good guys" in the industry - of whom there are many - should get together to stamp out promotional practices that are calculated to mislead?

Let us know what you think! You can post your comments, anonymously if you prefer, below.
Labels: , , , , , , ,

10 comments:

  1. I feel that, sadly, people have to take responsibility themselves for being well-informed and choosing the right products, since it seems that many in the "caring professions" can't be bothered.

    So it would be doing a disservice to people if the information was not available.

    This is an opportunity for Independent Living to become the "Which" magazine of aids for daily living, showing people the range of products available, from which they can make their own choice of the right one for them.
    ReplyDelete
  2. Yes you make a very good point. Sometimes suppliers can genuinely be experts in their field but it's nigh on impossible to be truly objective in a competitive environment, hence the importance of the independent expert/commentator and old-fashioned 'caveat emptor'

    Unfortunately in a free society there's little scope for the 'good guys' to do anything about dodgy practices by competitors, in fact criticizing the competition is often deemed unprofessional by many people.

    As a company that's pioneered many innovative products we would love to stamp out the plagiarists who have pinched our designs and produced cheaper and shoddier copies, sometimes to the point of dangerous, but we must nonetheless smile and carry on. They're bigger than us, for one thing!
    ReplyDelete
  3. Having read the article I am in complete agreement that unless one can see all products available and then make a choice having tested the item, it is very easy especially for people like me who cannot get out and about or not able to drive - to purchase the first thing one comes across.

    The product which I help people with, as you can see on www.ablequip.com, is however unique, and if a similar item at a different cost could be bought then I would not be as keen to promote it as I am now.

    I came across it out of my own experience, which is fully explained on my web site, and having obtained manufacture for it, I started helping others with it too. I have other ideas which surely as a user of the ideas themselves - it speaks for itself !
    ReplyDelete
  4. It is issues such as this that prompted the formation of nomad wheelchairs.

    How ironic that the healthcare trade is behind the high street in terms of responibility and attitude - It is here that some ethics are needed most.

    For the most part, I think that mbility is still a 'caring' industry. We shouldn't let the few bad apples spoil it for everyone. Give them enough rope, as they say...

    Ultimately, all any of us can do is make sure we don't fall into bad these practices ourselves. If everyone behaved morally, there would be no need for people to police the industry. Naiive? Perhaps, but if we all thought the same, we wouldn't have to have this conversation.
    ReplyDelete
  5. Mike Hatherall, Opt4MobilityJun 23, 2009 01:17 AM
    Great article, sadly reflecting the fact that no organisation within our industry appears willing to pursue the bad guys and that is really inexcusable as they could do so through both the Advertising and Trading Standards Authorities with little effort and completely free of charge too?
    ReplyDelete
  6. it is worrying that supermarkets are selling mobility products and that companies are using gorilla tactics to 'clinch the sale' - sadly this is the way the world is going. Customers are also very price conscious, especially at the moment, which adds to the concern as they are likely to be easily led by offers or price rather than seek expert advice when making such an important decision.

    I agree with the comment that Independent Living could become the 'Which' magazine of aids for the elderly and disabled.
    ReplyDelete
  7. I am aware of such sites which claim to offer independent advice, then lead to a targeted sales pitch for a particular supplier. Obviously this is a devious way of getting a lead, but in all honesty there is little that can be done about it. It may be immoral, and possibly illegal, but if one site is closed down another will pop up instantly - such is the nature of the internet. It is highly unlikely that the legal system would have any effect on this style of business, even if it was remotely interested.

    I guess it falls into the same category as the permanent "sales" publicised by many well known stores, or the promise to save a certain sum of money on your insurance renewal. All are misleading (would you dream of REALLY paying the original price?), yet presumably legal.

    The best the good guys can do is offer genuine, high quality advice, products and service and hope that the customers will value what they are receiving.
    ReplyDelete
  8. We could not agree more with the sentiments of your article.

    Yes, in the ideal world a consortium of "good guys" would be great. As one of the good guys I should be delighted to get together with like minded mobility retailers to help to stamp out bad practises that only lead to the industry getting a bad name.

    We are constantly reminded by customers coming into our shops that the service we give is first class and that if they had known about us before they may have prevented their loved ones having a bad experience by being misled or ripped off by the direct sales approach operated by so called national concerns hiding behind 0800 telephone numbers.

    Matters tend to be made worse when buyers buy from sellers on the internet who sell on price only and then rely on local mobility companies who have a physical presence in the market (in contrast to the virtual world) to pick up concerns about warranty issues etc.etc.

    In our opinion it is the manufactures and trade suppliers who should take more of the responsibility by only supplying reputable businesses and to take a lead in advertising that fact so the general public can buy with confidence and with a choice. A choice of retailer and a choice of product.

    In a SWOT analysis of the market the weakness is always headed up by lack of awareness about the products on the market and the availability of where to buy. Perhaps a forum to consider the "way ahead" on how the industry can be better promoted is a theme you can foster?

    We should be delighted to have a role in any future discussions on this subject.
    ReplyDelete
  9. With so many manufacturers of Dis. scooters/wheelchairs purchasing gets more difficult.Best to join a local disabilty Club eg."FAB".There will be people there that have experienced different makes,and so we learn.With S/h buys be prepared to replace! R.W.
    ReplyDelete
  10. @R.W. Thank you for taking the time to comment: you are absolutely right, it is really helpful to get direct experience from other users.
    ReplyDelete

Share your opinion - whether you agree or disagree, I'd love to hear from you!

Subscribe to: Post Comments (Atom)