It will clog up the store even more with everyone doing set ups. The boomers will complain but will still pay the fee. Hope you plan on hiring more or bringing those quotas way down.
34 replies (most recent on top)
ATT still has the individual comp plans that pay out per sale instead of a scam bucket system. And they have a union.
This boats sinking bc hanz is the capt'n
@artq+1iROs5rD Crazy to even think Agents pay better 5-7 years ago when they would ask to work for VZ corp. Their DMs makes more than our DMs at Vict**, their RSDs makes more than our Directors because they still pay on individual performance. How else would they keep buying out other agents and also bailing out VZ when agents fail? VZ expects sales #s of individual performance but pays like a BBY. No one cares but to clerk. However , our sales leaders still wants individual performance. Current model looks great to the Finance department on a spreadsheet , but in reality it is a failure and our agents are laughing to the bank. Their owners already think they are better than us.
Year after year verizon has to show that its increasing profits so shareholders are happy and leadership gets paid. How do we do this without good products and services? We layoff employees, steal from our own employees that are left and expect the same results from them. That didn't work so now we'll charge a setup fee too. Still won't incentivize our employees to work hard because we all know who gets the $35. Don't even tell me 5% of it goes into a stupid pointless fu----g bucket. This entire company runs on scams. Scam their own via commission plan and scam their customers with terrible services like hum, vz home protect, and 5g home internet. Marketing does a good job convincing people of the "most reliable" network. We're so reliable! wait until you call customer service and someone from India named "John" is going to read a script off a screen to help you and you can't even understand them. This company is just an embarrassment now.
Spectrum didn't coddle their customers forever and spectrum didn't start out coming to your house for free and setting all your stuff up for free, for years, spectrum didn't lie to their customers and say they were charging a $35 upgrade fee and that part of that fee was because they set up your sh-t, then turn around and drop another fee to transfer your sh-t. I had 2 of the 3 customers I charged today bi--h because the last time they upgraded they were told part of that fee was for set up. I agree we need to charge for set up, but I also agree with customers that we're Nickel and dimeing people to death.
Also (like Indirect already does) how about the retail princesses learn to help multiple at once??
Who ever said Indirect sees 2 customers a day has obviously not looked at channel contributions lately…or ever. Indirect is +60% of all sales in wireless. Oh, and their RIS is higher too.
Now that said…most Agents pay better than Retail does. So you could conclude you get what you pay for.
indirect has been charging for at least 10 years. we are a cellular company not a phone company. we sell a service. Does Spectrum come to your house and set up all your tvs?
indirect store might see two customers a day. corp sees their total traffic in less than 1 hour open.
@7iqe+1iROs5rD I disagree because indirect charges $35-$50 depending on what the company is. If Verizon was going to convert more stores why would they want a completely different comp plan in place ? The reality is Verizon has shuttered quite a few corporate stores the last several years but doing actual conversions not so much. Look at the northeast for instance. Last 5 years # of actual converted locations , Maine 1, New Hampshire 0, Massachusetts 0, Connecticut 1, Rhode Island 0, NY (entire state including Manhattan 2). It just doesn’t happen. Now permanently closed locations….well thats a different story.
Indirect stores already do this. So if corp is doing this now that means they are getting ready to turn more stores indirect.
@6fyf+1iROs5rD I understand what you are saying and most of it is partially true. What everyone keeps forgetting is that the majority of retail stores are NOT corporate. The fact is that 70% of Verizon retail stores out there still have individual commission plans. With that said one can look at it from the angle that changing the comp structure in less then one third of retail locations has had a devastating effect on sales. Imagine if all of retail was on team commission ? Let’s go one step further and include telesales in that. There is something to be said with having an individualized comp structure. Numbers don’t lie.
Its worth everyone time to ask leaders to calculate what they would make off of a single sale so that they can truly see how bad they are being screwed by this company with this "bucket" team commission.
This is going to tank our sales for sure. Customers who buy a slightly older iPhone are gonna have to sit through the long update, ask us to do their transfers, and paying customers are gonna have to wait. I can also see people making appointments for content transfers right before closing causing us to work after closing times. Wonder if that charge will go to us or "the bucket". This is a bad idea...just screwing us reps out of new sales. Another d-mb idea brought to you by the same mo--ns that brought team commission who never step foot in a store...keep up the good work you overpaid wastes of space. This is part of the reason our stocks are tanking, horrible leadership with terrible ideas.
Lmao just saw that this was starting posted in a team chat. I knew people would have good takes here. Years of positioning the upgrade/activation fee as a set up/help fee and now they do this. Absolute clown show.
Unhappy store reps should find a new place to work and stop complaining
@4wtw+1iROs5rD Nah it was much higher in our store for the trial. If you think only 10% of boomers paid for the set up in our store you dead wrong boss. The 10-11% was a certain age bracket so put it all out there instead of blowing smoke. The 55+ age group was nearly 90% set up. it’s always been that way but now they got to pay for it.
Entry level reps only know how to complain! If you have real skills, get a real job!
The take rate in the trial has been 10-11%, not 75%. Someone’s riding high on hopium.
@4kps+1iROs5rD Why would the reps get any of the $30 set up fee ? We don’t get anything from the upgrade fee right ? It’s the same as accessories a whole 5% of the fee in the bucket. Like this is suppose to be exciting ! This will certainly skew contribution reporting. Someone has it right that they are making adjustments so that retail will no longer be on any type of commission next year.
So what happens to the $29.99 fee for setup? Because I know Hans would never allow the reps to take the entire $30. Let me guess we get 2% of it.... in a bucket..... that verizon controls the bar for... thus not incentivizing anyone to work harder...as usual
@4zfk+1iROs5rD “ I think there will only be 5 customers a month that will be willing enough to pay for this service.“
What are you smoking bro ? Here are some facts for you. In the test stores 75% of the customers wanted and paid for the set up. So yeah it was more like 10-20 set up’s a day not including the free CLNR ones. The expectation was everything got transferred PLUS help with emails, my verizon accounts , Disney and Hulu accounts etc etc etc. You can’t just move people to the side while a transfer is going because another rep will get stuck finishing it all up. Not fair. The $30 is for your full attention until everything completes and the customer leaves happy. This new program for corporate stores is a super revenue generating stream. It’s just adding a cost for something we already do. If each rep just averages one set up per hour it pays for our salaries. I just can’t believe it took Verizon this long to take advantage of it. They don’t care about the pushback because everyone is charging for this service. Verizon has been stuck in the stone age coddling boomers for years.
Everyone is overthinking this. Transfers have become so easy that most people will be out in 30 mins if the rep knows what they are doing. A few password resets and signing into a few accounts won’t take that long. During the phone transfer process, you’re not going to be sitting with the customer doing a staring contest, you will set them to the side till it’s done and finish helping when all their stuff transfers. Guys, geek squad charges for helping their customers do stuff like this and customers have known for years that we don’t transfer information in the store, so this will be positive thing for those that absolutely need it. I think there will only be 5 customers a month that will be willing enough to pay for this service.
Lol, this is happening. $35 upgrade/act fee and $29.99 to transfer data….it’s not a fee but a service. Genius actually.
terrible business decision why do we want to keep customers in a location
Indirect has had this fees for years and years. Difference is that most agents have a contribution model. The fee contributes to that so the reps want to sell it so they aren’t wasting their time doing senseless transfers and cloud set up that literally can be done in a few mins by the old timer.
so what's TMP for? or TMP MD? wait those are moving to india too? LOL
It's leaking from calls and people in trail stores and such. Not official yet but official. Just another thing in the bucket of disconnect from suits to shirts
First off , people that work in non corporate retail locations come on here ? Why ?
Anyway this new fee to set up phones will cause an abundance of issues. Not that it shouldn’t be done but the customers expectation during set up will increase ten fold. They will expect us to sit there and spend an hour setting everything up. The resolution to this should have been if a customer wants a full set up then that’s by appointment only and they still get charged for doing it. Corporate stores are not staffed for this and the rollout couldn’t have come at a worse time …4th quarter…Holiday. I guarantee this new program will not last and obviously will be tweaked based on employee feedback so far.
Wait a sec, when was this announced? Where’s this info coming from?
Lol...remember when they told us this was part of the upgrade fee covered. I agree we should be charging for this as these people clog up the stores and create wait times, causing the good traffic to leave. BUT, this is another way to drive more customers to other carriers, we already Nickel and dime people to death and charge more for rates because we're the "premium" carrier. We are no longer the premium carrier, our network is taking a dump and people aren't as d-mb as Hans thinks they are, not to mention the front line people are going to take the brunt of this. Wait until we charge someone for this and we can't get everything to transfer over...smh.
This is a new fee. To transfer people's personal information from phone to phone. Corp retail doesn't have this currently
are you new? LOL we had those fees for a long time.....
The stores are no longer profitable. This is a desperate attempt at trying to recoup lost revenue.
What is the last commenter even talking about it hasn't even launched yet so how would stores be selling it it's still in trial phase and select areas. But yeah people will pay it and then complain about it, the only saving Grace will be if it's a standalone charge so that way we could charge people for their general tech support and troubleshooting. But God damn if you're right this company can't make up his mind do setups don't do setups do setups and charge for them charge for setups but try to avoid charging for them and doing them. The a-s doesn't know what the face is doing
Stores are doing a miserable job selling it. The stores won't be clogged up by a service few are purchasing.