Licensing salespeople what a difference this would make!

[charlie1]

Timeshare owners are not aware that they could obtain their money back even if outside of the cooling off notice.

Most timeshare owners think that they can only cancel their contract during the cancellation period. Cancellation of your contract can happen at any anytime if fraud or misrepresentation has taken place.

If you have signed a contract based on misleading or fraudulent information, presented by either party, the contract is not legal. Timeshare Companies will not want a large class action against them. Dealing with owners is much easier and less likely to cause a precedent and open up further problems.

In contract law, a precedent is a legal case that establishes a rule or judgment that subsequent cases would follow. So if you have a strong case, the Timeshare Company will want to deal with you.

If you have been the unfortunate victim of a scam or misrepresntation, then you need to put a strategy together in order to work towards a successful outcome. To ensure you have a strong case then review this link. http://www.timeshareweekly.com/timeshare-fraud-prevention

If anyone has been in the unfortunate position of being scammed but successfully achieved a return of capital then please ensure you share your experiences here  not of the scam, but how you achieved a return of capital. If you had the support of a company that helped you achieve these results than please provide us details. Beware that any company that is recommended will be checked out. 

Licensing salespeople is by far the biggest deterrent for misrepresentation and fraud. Your input may help contribute to what will be a game changer in this Industry. Get involved and contribute with ideas and suggestions. There are no right or wrong ideas at this stage so all input is welcome

[lawnmower60]

Your last paragraph will bring a lot of worms out of the woodwork

[eneri]

Your last paragraph will bring a lot of worms out of the woodwork

My thoughts to. Regular contributors will better be on the ball to do some serious scrutinising!!

[martyboy02]

I won my money back plus interest using what was the Financial ombudsman's Service and Sect 75, it took 2 years of fighting, but I did it. Lots of emailing, letter writing, phone calls and covert recording of conversations at the resort.

[charlie1]

Thats good to hear Martyboy I know I mentioned not to put up scam details but I feel there are times when I think the posters may learn a little from this.Was this misrepresentation I am guessing? Was this something the salesperson told you and was not in your contract or did the resort move the goal posts and this did not reflect what was in the contract you signed up for?

I won my money back plus interest using what was the Financial ombudsman's Service and Sect 75, it took 2 years of fighting, but I did it. Lots of emailing, letter writing, phone calls and covert recording of conversations at the resort.

[martyboy02]

It was classic misselling, we were informed that all the following would apply:
Free transfers to and from the airport
Stay can be booked at 48 hours notice
Value will not depreciate by more than 10%
Use of other resorts (World wide) at no additional expense

We were not informed about:
Maintenance fees
Annual club membership renewal
Guest Certificates
All additional charges
Cancellation rights or time scales

In addition to the above the deposit was taken from my account there and then, at a later date whilst speaking to the Head of Customer Services she admitted that "Sales staff exaggerated". The member of staff who sold to us parted company and went to work for a reclaim company and attempted to get us to sign up with them. We declined and battled it out with the help of the Financial Ombudsmen Service.

We received a cheque for the balance less deposit from Barclay Partner Finance and Anfi, a week before the final ruling, I think we had become such a pain they just wanted rid of us. Shortly after that the FOS ruled that our deposit should be returned plus interest.

We then contacted Anfi and stated as all monies had been returned to us we considered the contract cancelled and any charges null and void, if they (Anfi) did not respond within 7 days we would consider the matter closed. Needless to say there was no response.

The RDO were contacted and informed of Anfi breaching the RDO's Code of Conduct, but because we had our money back the RDO weren't interested.

Uk Anfi Owners group were of no use neither were the owners Committee, they know what was going on but because they were all on old contracts they were more than happy to sit around and discuss what plants should be in the window boxes or the colour of the sunbeds.

I appreciate that everything possible should be done to stop "pop up scam shops" but the established so called respectable companies also should be looked at when my situation or complaints arise. That is why I believe that it is time to license ALL timeshare companies and the industry robustly policed.

[charlie1]

Have I mentioned before that salespeople need to be licensed? 

This has been resisted by most Developers fearing that this will reduce their sales and the thought of the sales process having some controls. Licensing would also bring about responsibility and accountability.

Licensing would enable the Developers to evaluate their sales process and update the way that they sell. Most use the old antiquated way of selling but may now use the computer however its still using a similar strategy as they did 30 years ago. This needs a fresh outlook.

To start off with they they should design and market to to suit their ideal membership - This can work more effectively if they market for members more relevant to their resort

Once they have identified their ideal member why not investigate their life style habits, where do they go for entertainment, where do they shop, what are the age groups, ideal incomes. What other services are your ideal members likely to use. Why not approach those companies they use and create some advantage or benefit to their customers. Perhaps create a temporary partnership or affiliation with a company that has an ideal profile of member suited to your resort. Work out whats in it for them?

This is basic simple marketing and if I had a resort that ticked all my boxes and I had a licensed salesperson in front of me I am going to be more receptive. Especially if I had a real after care service from the resort ensuring that I was making best use of my timeshare. If I did not have that resource then I would ensure that this was available on our website. Thats an overview of other Exchange Companies I could use. Key points to ensure that I worked my exchange company effectively. What to do if I get cold called etc

There is so much more that resorts could do with their websites to assist their members.

The good thing about this Industry is that there is so much that can be done if there is a will to do so. The Industry needs some Developers to step up and raise their game and agree to have their sales licensed by an Independent Company and review their products and create new ones with exit options.   

[martyboy02]

Like you Charlie I also have been calling for licencing now for the last couple of years. The body managing the license would be Governments Trade & Industry Departments or Ministries responsible for tourism.

Initial funding would come from registration fees (Paid annually) and there after by collection of fines by transgressions.

This recently occurred in Scotland recently with the Property Factors Bill Scotland (And I did have some input, making ammendments to the 2nd draft), the Bill was brought about to bring order to an industry that had been self regulating for a couple of hundred years with loads of well established a companies. The same could be applied to the Timeshare business.

[charlie1]

Hi Martyboy I made an approach years ago, at the time there was no real interest. Since then the media and in particular the Internet has seen more focus on the fraudsters and some Developers who need to review aspects of their business that puts their member at a disadvantage or they have dubious sales practices.

Perhaps who you have been dealing with Martyboy their stance may have changed a little and just needs the right approach. I will set sometime a little later on in the year to put something together as an overview on the benefits of Licensing not just from a consumers point of view but also how this could really benefit the Industry.

I will suggest how this could be achieved and funded also how this could be piloted and the process for licensing salespeople. For a later stage this could expand to additional licensing that would allow the salesperson to advice and specialise in other areas of holidaying.

The 7 points below has mainly been covered before in the Financial Services Industry. I have also been reviewing how this has been worked in the USA.

If anyone has any thoughts please post them on the forum or pm me

1) Regarding the process.
2) What should be considered within a Licence?
3) Who should regulate this?
4) What about Resales Companies staff who deal with the consumer? They could play a major role?
5) How do you see this being funded?
6) Process for investigating complaints?
7) How should a selling Company be accountability if a salesperson is found to be miss-selling from their company.

And anything else anyone would like to constructively comment on regarding Licensing.

Lets say this could be achieved and this is able to come about does anyone see any disadvantages to the Selling Developers and Resale Companies becoming involved. How do you see this impacting on their business?

What changes do you think they may need to consider?

As said when the introduction of effective Licensing takes place this will be a game changer in our Industry.

The pendulum will swing back in favour of the consumer!

This concept once understood will benefit the Timeshare Industry massively once Selling Companies can get past their own personal agendas and issues with Licensing.

Like you Charlie I also have been calling for licencing now for the last couple of years. The body managing the license would be Governments Trade & Industry Departments or Ministries responsible for tourism.

Initial funding would come from registration fees (Paid annually) and there after by collection of fines by transgressions.

This recently occurred in Scotland recently with the Property Factors Bill Scotland (And I did have some input, making ammendments to the 2nd draft), the Bill was brought about to bring order to an industry that had been self regulating for a couple of hundred years with loads of well established a c[/b]ompanies. The same could be applied to the Timeshare business.

[martyboy02]

Process for application.
Applications for licences would have to be made by all those concerned with selling of timeshare, holiday club or vacation points (Or commonly know as Timeshare business) those in administration posts, maintenance positition or any other area of the said company.Applications would be required to be submitted within 12 months of the legislation becoming effective.
An operators licence would be required by companies to operate and a requirement of this would be to ensure that the above is complied with and other legislation is complied with.
Any person, company or trade organization acting as a consultant, advisor or any other matter directly or indirectly will be required to be licences for the period of involvement.
Failure to meet the above would result in fines, improvement notices, and ultimately closure of a resort, operating company or removal of individual licences (With them being declared as an Unfit Person) with directors/shareholders liable for any losses/damages.

What should be considered within the licence.
Any person who has had a non custodial sentence for any offence (With the exception of fixed motor/mechanically proprelled vehicle offences) within the previous 5 years shall be deemed unfit. Any person who has had a custodial sentence within the previous 10 years (Same motoring exemptions apply) shall be deemed unfit.
Unfit persons/companies shall not be granted licences.
Upon successful conviction of any offence (Save motoring as above) the individual a licence shall be revoked and that person be deemed unfit. Against Companies, licence holding will be reviewed and what measures seeming appropriate will be applied.
Dependent upon seriousness of allegation of offences licences may be suspended. Upon successful defence of allegations, any financial loss may be recovered from those alledging offences and not prosecuting bodies.
The burden of proof shall lessened to probability as to beyond all reasonable doubt. The Moorov Doctrine shall be permissible and accepted by the court regardless of location.


Time for bo bos more to follow, when I am refreshed

[martyboy02]

Who should regulate this.
Each member states Department  for Tourism shall be responsible for issuing of individual and operators licsnces. A central database shall be maintained by the European Consumer Centre. Upon application all previous convictions (Criminal or Civil) will have to be declared to enable back ground checks to be completed. Failure to declare any Criminal or civil proceedings will result in a 10 year block before the applicant can re-apply for consideration of a licence.

What about Resales Companies staff who deal with the consumer? They could play a major role?
Resale/Reclaim Companies and thier representatives or agents will be required to obtain a licence as any other individual or company as previously memtioned, with the same penalties for failure to comply. No monies will be exchanged or requested before succesful sale or reclaim being awarded. Fees will be capped at no more than 5% of resale price or 20% of reclaim awarded.

How do you see this being funded?
Initial funding would come from Central Governments and European Union. The burden of these costs will be eased by registration fees from individuals and companies. Company fees will be determined by size of resort and weeks available to clients (Weeks available will include sold and unsold weeks or however the business determines its holidaying assets). Companies dealing in a points system the fees will be determines on points sold. Additional funding will come from fines obtained from succesful prosecutions and initail complaint charges.

Process for investigating complaints?
Complaints can be made directly to companies concerned, Governmental Consumer protection agencies, Trade Bodies or Law enforcement agencies. All complaints have to be referred to the Central Body responsible for maintaining the data base. A referral will result in an immediate finacial penalty levied against the individual, agent or company cited. Upon completion of investigations fincial pentalties may be imposed along with compensation awards. If criminal or civil action is taken upon completion previous penalties will apply.
Companies, individuals or agents will legally be obliged to to respond to complaints be they from an individual or other person/Trade Body or Government agency.

How should a selling Company be accountability if a salesperson is found to be miss-selling from their company.
Companies will be responsible for the conduct of thier staff or agents. A degree od vicarious liability will apply if the company can proove if they have provided training and instruction in all relevent current legislation. Ignorance of the law shall not be deemed as a valid defence. No statatory defences shall be built into the Act.



                                                                                                                                                                                                            

The above are just a few ideas and as such are open to debate and modification. They may seem draconian but this would curtail some behaviour within the industry. These are just a base line than would go some way in protecting the consumer and redressing the balance.

[charlie1]

Licensing salespeople is by far the biggest deterrent for misrepresentation and fraud. Your input may help contribute to what will be a game changer in this Industry. Get involved and contribute with ideas and suggestions. There is no right or wrong ideas at this stage were just exploring so if you some views on this do contribute it's your Industry

Thank you Martyboy theres a lot of ifs regarding the Government in some form getting involved. As said I made a tentative approach years ago, but they maybe more receptive these days if a suggested plan was put to them and the benefits to the Industry if they supported this.

There would need to be a plan B as well. Thats not to say that an agency of the Government would not get involved now or maybe latter taking over another body who steps up to run with this. Or they maybe asked to report back to a Government agency but be allowed to manage this.   

If plan B we would have to take steps towards this and agree an eventual objective within a time frame for the Developers to support this. This is how it was worked initially in the Financial Services Industry to allow everyone time to adapt.

My first thought for now is just looking at the Resale Companies from your post. They could not operate as a business on 5% of the sale and their remuneration would need to be debated. On this subject I am aware that somehow some Resale Companies have side stepped legislation and do take an upfront fee. This has not been challenged?

However I feel that if a Resale Company can show if they are getting real results with pro-active campaigns they should be allowed to charge a small fee if that clients week was going to be part of a specific campaign. This I feel could eventually come off the commission if sold. This needs to be a thinking campaign geared towards results and not passive marketing but specific marketing or not to either end up being a PR exercise raising the companies profile.  Marketing on that basis and their weeks are going to end up on a website under a big list that mainly only timeshare owners are reviewing.

I believe they should legally be entitled to charge more overall. They need to work with non selling resorts directly and start segmenting their marketing of the resorts. Golfing resorts start marketing golfers, Dog friendly resorts start marketing dog owners and so on. I am going off a little on track but there is so much that could be done together as an Industry so that when licensing does come into play and it will everyone has to step up a notch to make this work. Resale Companies could do so much more with the cooperation of non selling resorts

One day a Resale company is going to come to the table and debate this and make a fortune and be seen to be a Resale Company that is actively working with non selling resorts and will be the one to consider first. I believe that Resale Companies could achieve a greater return for the consumer marketing to non timeshare owners with those non selling resorts that worked with them. Anyway perhaps another thread on this later.

Under Best advice the consumer should sign a brief overview of their current situation. If they own in timeshare then provide details, what their objective is regarding this meeting. Then what is being recommended and how this helps the consumer achieve their objective. This is how we worked in finance it protected the consumer and also the company if both signed. Both parties would retain a copy.

At the moment in most cases its all geared around a number of boxes for the owner to tick regarding the contract they are signing. In a number of instances the consumer has not had the chance to digest the package on offer and signs up as there's usually a time limit and he seemed a nice sales person.

Signing up under Best Advice would provide focus to the meeting and everyone would know what the objective is. If I was signing this off as a salesperson I would include that Mr & Mrs consumer have in their possession a copy of the contract they have signed and various support guides that will enable them to make full use of their product. They have also received contact details for our after care service or log in details to our website that specifically helps guide them further.

What about Resales Companies staff who deal with the consumer? They could play a major role?
Resale/Reclaim Companies and thier representatives or agents will be required to obtain a licence as any other individual or company as previously memtioned, with the same penalties for failure to comply. No monies will be exchanged or requested before succesful sale or reclaim being awarded. Fees will be capped at no more than 5% of resale price or 20% of reclaim awarded.

                                                                                                                                                                                                            

The above are just a few ideas and as such are open to debate and modification. They may seem draconian but this would curtail some behaviour within the industry. These are just a base line than would go some way in protecting the consumer and redressing the balance.

[martyboy02]

Some interesting points and valid as always.

Best Practice.
Some developers or their reps/agents will work out you deal showing the pro and con's of timeshare v normal holidays, this piece of paper showing the cooked figures and false representations is almost certainly destroyed, for it would hang them.
Any signed brief would have to be duplicate for the benefit of Developer and Client.

Any overseeing body would have to have lawful power to compel developers to obey any legislation that is in force.

Self regulation very rarely works so enforcement is required coming from outwith the industry.

[charlie1]

There would be more specifics suggested within best advice. I wont not go into full depth on the forum but as suggested if the consumer has to sign the overview that may include their current timeshare ownerships (if any) and their objectives and what was recommended. I am sure that most consumers would not counter sign to anything that was not true. I am also suggesting that the consumer keeps their copy.

What we had was a six page fact find when licensing was first introduced all diagrams within our presentations were done within the fact find that had a couple of blank pages just for this. If a consumer had a recommendation from a salesperson he would state why this particular product was recommended and how this met with the consumers needs. The consumer and salesperson both signed at the bottom of the page.

The timeshare salesperson would ideally have a much more simplified version than what was required in the Financial Services industry.

If for example a company would take back a week from the consumer as part of the package this would be shown as part of the recommendation in the fact find. Now I am sure any salesperson is going to think twice about trying to bend the truth if the consumer has a copy and they’re a licensed registered sales person. What we found was that the fact find was re-evaluated around every 18 months and changed to suit everyone’s benefit.

This type of selling strategy would attract a different type of salesperson, as there would be a more perceived air of professionalism. Different types of exams would enable them to advise on different areas. Eventually you might even see true Independents set up offices and take exams to sell different products representing a number of timeshare companies. That’s for another day.

The idea is not to stop the salesperson selling but show and train them how they can get sales that was right for the client and understood.

However the vast majority of sales people and companies could not cope with the thought of this at the moment and would go into melt down about how all this would kill sales etc. Been there and had all that, in fact as I said we adapted as companies and obtained more consumers as clients as confidence and trust returned to our Industry. This would need to be introduced one step at a time with an end plan in mind in a set period.

Resorts as said should be marketing for suitable consumers that 'fit' their resort to assist their salespeople more. This can be done and just needs simple marketing and in some cases affiliations with companies outside of timeshare who may have consumers that 'fit' your resorts profile. The salesperson needs more support in this area to get more of the right type of consumer in front of them. Preparation is key and the resort or company that invited them to attend a presentation should have the consumer complete 7-8 simple questions that would give the salesperson an idea about the consumer before they even met. This would enable them to personalise their presentation to assist the consumer. If I had a selling operation I would profile my salespeople that related to different types of clients.

From my 7-8 questions I would deduce what salesperson sat down with a specific type of consumer. Thats retired folk, perhaps consumers who are detailed people, families, those who own timeshare, self employed consumers, young couples, disabled, owned a pet, golfers etc.

Perhaps I will write a book on this and wrap licensing around this for the benefit of who ever heads up licensing as they might find some workable areas that might assist their research.

If this were not Government backed then a luke warm license to appease the consumers would not work if it did not have an agreed end plan with dates attached. If it is to be TATOC or RDO driven to begin with it needs to start as a pilot with an open minded Developer who agrees a stage one and where this has to go. That Developer could promote this positively and be promoted and they would greatly benefit from this. They would be first and this would always be part of their presentation. 'We acted first and did what was right for the consumer and its right for us too'

Some interesting points and valid as always.

Best Practice.
Some developers or their reps/agents will work out you deal showing the pro and con's of timeshare v normal holidays, this piece of paper showing the cooked figures and false representations is almost certainly destroyed, for it would hang them.
Any signed brief would have to be duplicate for the benefit of Developer and Client.

Any overseeing body would have to have lawful power to compel developers to obey any legislation that is in force.

Self regulation very rarely works so enforcement is required coming from outwith the industry.

[Mavo]

Currently outside the La Nina complex there are OPCs operating who seem to have licenses and clear identification. They have tee shirts on which clearly show Grand Holidays.
 In the complex where the lifts are there seems to be another operation running out of the offices formerly occupied by {banned word/phrase}. I have not seen any OPCs on the streets from this team but they will be around somewhere and the set up will probably be a reincarnation of the former scam.

If OPCs are licensed then that should not be a problem providing that obtaining the licence to operate is a rigorous procedure and that officialdom makes regular checks on their performance via mystery shoppers etc. and fines, withdrawal of licenses and other enforcement initiatives are part of the ongoing processes.
The lead has to come from somewhere and it would be great if it was begun by the Spanish authorities who have always seemed to shrug and say. "It is happening to visitors and not our native people so it is not our problem."

[charlie1]

They have to obtain a license like door knockers and canvassers should in the UK but I understood this had to be around a booth of sorts and they could only work within so many metres outside of this. This was introduced a few years ago mainly in the Canaries and I believe Spain. However there are a few I have been told that hang around on mopeds so they can make their pitch and make a quick get away. Perhaps its changed and like canvassers in the UK can work a specific area as long as they have submitted this and its approved.

Currently outside the La Nina complex there are OPCs operating who seem to have licenses and clear identification. They have tee shirts on which clearly show Crown Resorts or Hotels - I will check.
 In the complex where the lifts are there seems to be another operation running out of the offices formerly occupied by {banned word/phrase}. I have not seen any OPCs on the streets from this team but they will be around somewhere and the set up will probably be a reincarnation of the former scam.

If OPCs are licensed then that should not be a problem providing that obtaining the licence to operate is a rigorous procedure and that officialdom makes regular checks on their performance via mystery shoppers etc. and fines, withdrawal of licenses and other enforcement initiatives are part of the ongoing processes.
The lead has to come from somewhere and it would be great if it was begun by the Spanish authorities who have always seemed to shrug and say. "It is happening to visitors and not our native people so it is not our problem."

[Mavo]

There is no visible booth from which these people outside the La Nina complex are working and they seem to be able to venture quite far along that area. They seem to have a team leader who does not approach tourists but simply watches the other OPCs

 I remember in December stopping and talking to a Diamond Resorts canvasser. He was down at the bottom of Fanabe Centro shopping precinct and the Diamond Resorts Booth was outside the Sunset Beach Club some hundred yards away at the other end of the centro. He seemed to be doing his job correctly and not offering inducements or over pitching it. He had no idea we were members until well into our conversation as obviously from my point of view I wanted to see how he was approaching the general public. He said he was licensed and he clearly had Diamond Resorts lettering and logos prominently displayed on his tee shirt. He asked questions about our holiday lifestyle - how often we took holidays abroad etc. Where we went, basically establishing if timeshare would suit our lifestyle. Once I had established that he was not being "over enthusiastic" I told him we were members and we left him to get on with his job.

[martyboy02]

Please correct me if I am wrong, these licences are issued by the company and NO OFFICIAL Government Department.
Let's not kid ourselves these are nothing more than glorified name badges. The T-shirts with printed logos very pretty and adds credibility to is sales rep.
How many bogus trades persons or con artists employ the modus operandi, quite a few? Not all reps or companies should be tarnished with the same brush.
Licences have to come from Government bodies or an indipendent organization that is not even sharing the same house let alone the same bed as developers. The RDO and TATOC do have a place in the industry, but as they stand at the moment not as Regulators.

[Mavo]

We walked into a place for a coffee this lunchtime and there were 3 of these folks from Grand Holidays having a lunch.
 I did not miss the opportunity of course.
  This is what they said.
They are licensed by the authorities and the license is not easy to acquire. They have to go through a process to ensure that they are not scammers. The license then covers the whole of the area -In this instance Adeje. They promoted Grand Holidays who they said were basically a middle man company buying up blocks of apartments in resorts and renting them on to such as Tui, Thomas Cooks etc. They did seem to also fire in prospects to someone called Arrow Leisure who had an office deck under La Nina. I assume they got a referral amount for this and a bigger amount if a sale went through. They did say that the Las Vistas Marketing/Realistix Solutions running from the rooftop of La Pinta had been closed down last year.
I did walk into the office of Arrow Leisure and ask them if they were timeshare or holiday club but they seemed to be a little shocked and evasive to be asked direct questions so I suspect that they may be a holiday club as their setup seemed to have "presentation" written all over it.   

[charlie1]

I was under the impression that it was like a local type of council that approved this. The likes of Tenerife got fed up with the complaints from tourists of being harassed when trying to take a stroll. It reached silly levels a few years back and it was like running the gauntlet in some areas. You got rid of one then 30 feet on someone else was in your face! Wino on another thread states that it is a local council.

It sounds now more like the UK system for canvassers, they have to be licensed and can apply to work certain areas. I know at one stage it was working around a booth of sorts. Still hey ho but good detective work by Mavo.

Lets look at the Process for investigating complaints for Licensed sales people We discussed this and I would suggest that this would have to go back initially to the Timeshare Company with an agreed process how to handle complaints. It could be the timeshare company says this is how we deal with complaints and who ever is overseeing this might just say thats great give us an update in 4 weeks. If it was not dealt with in an agreed time and the consumer was not happy then the Timeshare Company would be expected to provide an overview of the situation and what they have recommended. This would be forwarded on to what ever agency was equipped to deal with the nature of the offence.

Sometimes its just common sense that prevails and it needs an authority outside of the debate to see this. Sometimes we can all get a little to emotively involved and we have to take all that away and stick to the facts that we have. As I have said on this forum before

We all see things differently based on our own interpretations and how we see the world from our own set of beliefs that could prejudice our case or defence.   

There are always three sides to any case.

1) Those that present their case will have their  interpretation
2) Those defending their case will have their interpretation
3) The truth! We must make a start by cutting out all the chaff from the wheat with everyones interpretations and hear say and because I read it in a newspaper it must be true etc. We have to start from the hard facts.

Working back from hard facts is the only strategy that can be applied when an authority has the difficult task of judging a case. then effective questioning must take place.

Hers a top tip to all resorts that have personal that have some authority and can recommend a change to a way a resort is operating, maintenance issues or unpopular policies etc You need to go under cover and get some true interaction from your members and spend sometime around the pool or bar. Now if you feel that this would be difficult and you could get recognised than please feel free to contact me as I would be quite happy to take on that very difficult and dangerous  assignment as long as you cover my bar bill and my wife's expenses