I understand why I was let go today. Its a financial decision. I know how business works. However, if you are going to instill “service culture” into your “brand” then you must have people available to execute that culture. Managers will be doing a lot more work. Employees will be overwhelmed. Checkout lines will be long. Who will be available to provide that “service”? Ever been to a Target recently? No Service. The culture of BBB is changing. Those who long for the days of people helping them find the right item at the right price are gone. IF BBB survives, it will be with the hope that “old” customers either conform to self-service or “new” customers come to shop after doing their research for products online. Best Buy almost went down several years ago but learned this lesson quickly and turned itself around. BBB needed to stop catering to those “longing” for retail as it was. They are starting to cater to the new generation...low prices, digital experience, self-SERVICE! I will miss my job, but BBB is probably not going to survive. Good luck to everyone!
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Service is done at BBB. That was evident several years ago when they eliminated the secret shops. Once the money crunchers really dug in, they realized that great service cost more than it earned.
Well said.