So now they’re trying to double dip & slash SM positions & SMb specialist positions so they can distribute that work on the Solutions Specialists & everyone is watching the S**t Show! Lets wake up folks, lets do smthng abt it, ever since the pandemic started, Verizon has been playing its dirty game, giving us our pay & Full 1.0 AI’s were a part of their plan to then sc--w us with double the force and thats what happening right now. It should be our turn now and yes indeed this is the time to react & do smthng abt it.
19 replies (most recent on top)
For real there is no incentive at all. It's just asking for more work, longer transaction time, errors and issues. Plus these family accounts because mom has a pottery business on ebay turned to SMB accounts is just bad for the customer experience. No support on weekend, worse app and generally more difficult to do anything. All around setting up a bad customer experience.
Honestly, reps would be more inclined to help smb if it weren't for the embarrassing effort on verizon's part to push out this so called pos system known as B360. If it dont work then why roll it out? We dont want to spend half our shift trying to processes an upgrade for a business because the order failed activation or the trade in just didnt go into our inventory. Why cant we do a trade at home for business? Its been years and they havent figured out how to do that? C'mon man Its embarrassing and a joke that a multi-billion dollar company cant create a pos system that works.
I will say, I’m an smb rep and i average 30-40 e code add/ month. Stores send leads and they’re like this , “Cust wants quote on 1 line add” (why you can’t quote a single line in store i have no idea) so i call the customer and they’re like, no i wanted to upgrade. Nice guys, real nice. Thanks for throwing what you don’t want at me meanwhile i never throw cr-p to them. I always answer my phone and follow up on what they send and they literally don’t make a dent in my quota. Personally I’m ok with breaking from retail completely, same as they want to break away from us. It goes both ways.
The other thing is, you are there to help SMB, SMB is not there to help you. Vzw know-it-all children
Lol at you retail children complaining about your leads you pass for a god damn plan change or “customer interested in adding line, and one talk” - first off, sell the damn line, are we incapable of processing in b360?? Lol… they’re never interested in one talk either, yall just sending leads and being lazy yourself. The SMB reps have their own sales codes, they all processing their own sales because retail hasn’t helped them in over a year. Bet your stores are under 10% SMB mix. Big facts, children of vzw (retail reps) are lazy and don’t want to do anything, you’re the reason your stores are looking to close/ not pay you as much. You don’t know jack sh-t in retail lol just your 4 walls.
Agreed smb reps are super lazy don't work more than half their work week and don't answer their phones in the middle of the work week even if you have a 30 line inquiry in store lol pathetic
Been here for years and I have only had 2 SMB reps so far try to actually close lines.
And I seriously can't comprehend the people calling store reps "lazy" because we don't want to help SMB customers. PLEASE prove that you do anywhere remotely the same amount of work as store employees...
Plus it was still barely worth it when we actually got paid from it. I just padded my SMB % to get them off my back, not get paid. I made enough from personal accounts.
Secondly, most of the leads we do uncover are never closed anymore. We already did what they came in for, processed their son-in-laws upgrade and barely sold a $36 case with it. Already went above and beyond when we asked about their business and if they want to speak with SMALL BUSINESS REP about more options/plans. It's up to you to close lines, you are in a sales position. Can't expect that sh-t to be handed to you anymore since we don't really get money from it.
And yes, they don't come out on the floor unless they have to. No, they don't like to answer the phone. Probably 90% of their calls are from angry SMB customers with billing/activation issues, of course they are gonna quit answering.
Just remember, we have always gotten paid the same from SMB lines as consumer. There is literally no reason for us to do SMB work anymore. We deal with enough bu-----t in store full time than to add on more bu-----t work, that backs up the queue and typically causes system issues, that we get to talk to a half-brained vendor rep about. All for 1-2 lines. While you sit in the back and get paid for it? Nahhhhhh, no thanks.
Y'all wanna keep your jobs? Try to start actually working and stop blaming us overworked store reps for your sh-t numbers. Because the Denim Army isn't gonna save your job, we got our own problems.
Hahaha. Why would we expect an SMB rep to ring a sale (to the post below)? Oh maybe because all our store sales roll up and look like their sales. They get credit for the things we do and now you want them to stay hidden at home and have us make their calls too? Take away the roll up store sales and let's see what they really sold. We are paying them how much to add (10) lines per month?? I'm not sure why this retail SMB Bam position got to be the cluster it is. Fighting with Business reps in territories limited to a small fraction of people in area and size of business. They are split between two worlds and dedicated to nothing. And now while stores are struggling with enough head count you make this argument? Let's try a rest of the year experiment. Put them in the store, help customers and see what the results look like at years end. Instead of sending store reports of the business customers that were in our store that we missed a lead on. Maybe their wasn't an opportunity or try calling them back as a follow up youself! Not sure who you tricked to stay at home and work only 9 to 5? guess smb customers go home and don't leave their house after 5 and weekends. Guess we don't need to BOP after 5pm or weekends anymore. You say calling customers back is hard and closing face to face is easier but you argue smb reps shouldn't be in the store seems like a contradiction and an excuse. So our smb retail team never really succeeds (unless you add retail sales that they didn't touch into their mix) and is out performed by our competitors but we keep trying to stick the square peg into the round ho-e. Get rid of the damn position or put them in the store. Add up the actual e-coded retail smb sales nationwide plus their support teams like their managers and next level managers and see what they really deliver. I'm sure the results and profitability fall right their with AOL and Yahoo. You SMB people are so entitled. Only reason you took this job was to hide and be lazy. You call it a work/life balance.
The SMB specialist position is on a completely diff comp plan then a retail SS. It is unethical and unfair to make retail reps solicit for the SMB people.
That's right! How do you like me now?? You like apples? How do you like them apples?
Better tone smb boss. See if you start sh-t it goes both ways. Work together and we can accomplish miracles or maybe just reach our quotas. Together ❤
Ok let’s all take a breath and stop calling people names. Smb reps are off weekends because they work business hours, just like businesses. Some answer, regardless if it’s working hours or not, some don’t. That’s an issue to be brought up with who your rep is, not an entire organization as a whole. Second, the smb organization as a whole isn’t hitting numbers the same as pre covid, the same as retail. So saying one is worse than the other isn’t correct. They’re both down year over year. In general, do i think an individual should sit in a retail store all day long and ring or sales from start to finish for store reps that the reps get paid on? No i do not. I think if the rep tries and encounter system issues or can’t close on the spot that is when an smb rep comes in. They have their own e codes now, that’s where sales go that they ring from start to finish without a rep even trying to get involved with the customer or the sale. And lastly, when you discuss close rate on “good leads”, if they leads are that ready to close why submit it and not close on the spot? It’s proven that face to face sales is the most effective, letting a customer walk and then try to get the sale over the phone at a later date is not a good business practice, esp when that customer took time out of their day, drove to a store, waited in queue only to be told that an smb rep will reach out to you at a later date.
I said my peace, i apologize if anyone felt offended by it, and i think name calling each-other when we are all still working through the retail channel is counter productive. Everyone have a blessed day.
One step further. Let's deep dive here to the SMB boss post below. "The idea of a smb rep, most if which have 2 stores, sitting inside a retail store taking smb customers" >Hard to support a store if you are not in the store and don't answer you phone. The idea you have to sit in a store and help the 2 or 3 customers a day is so insulting and demeaning just shows who feels entitlement. "You are retail.. and not treat them as lepers" > we will forget your condescending tone to start and talk about the things that don't work in retail to support retail selling to businesses- 1st retail smb lazy bosses. 2nd- nobody able to work smb360 including smb reps 3rd- you guys hide from customers after 5pm and weekends. "You feel entitled to avoid business accounts" > you probably should not have gone here. You are the most entitled finger pointing bus driving group in all of verizon! Your low numbers are everyone else's fault but your own. Closed on weekend and how dare we ask you to be in the store! Wow. Entitled. Smh.
And to go one step further back at ya, their close rate of solid leads blows. Their follow up on customers that call is pitiful and their bosses are lazy usually looking to blame retail for all their misguided and cr---y results. You plan isn't working again! Ehoa the lazy one??
I used to work retail vz. When they made reps do 5 star calls I used to just use the store phone and "forget to dial 9 first" then pretend like I was talking to customers. Someone else I worked with changed their share name ID to say SPAM CALLER so that no one would answer the call haha goodluck reps
When is the last time they hit their quotas or worked 40 hours. They don't have to take every business customer. They can take them if they are available. I will give it to you that the zip code thing is not their fault (it's probably yours because you sound like their lazy boss) but stop having a retail smb be a fake bamm. They should be store support in store. They can help lead the charge. Let's take a look at smb numbers to see how YOUR plan is working. Yup. Your wrong. Your plan sucks.
And to go one step further, why should they ring out everything walking in your store, that you don’t want to put a second if time into, only for you to get paid on it without touching it, trying, or the customer even knowing who you are? That’s entitlement and absolute laziness at its finest. Not understanding why, when they’re in a completely different channel than you, would sit there and work for you all day long?
The idea of an smb rep, most of which have 2 stores, sitting inside a retail store all day long taking every smb customer that walks in for you is absurd. You are retail. You are supposed to help customers that walk in, not treat them like lepers if they own a business. Then you can pass a lead to your smb rep to find additional growth. You know they have their own e codes and quotas and zip codes like BAMS right? So they’re literally catering to entire territories of customers while you’re too busy turning your customers away rather than help them because you feel entitled to avoid business accounts. They’re not there for you to throw anything that relates to a business on and then complain they work 8 hours a week. Double standards. Do you job and help what walks in and stop worrying what everyone else is doing
smb reps and leaders still hide at home waiting for handouts while coming up with these great plans to get customers to come to understaffed stores. How about just making all the retail smb reps work from a store 40 hours a week. They can work with smb customers as they come in and make calls when not with customers. They only put in like 8-10 hours of work a week now and 5 of those hours are on conference calls with their lazy bosses.
What do you suggest we do about it? I would imagine that some sort of organization that brings people that have similar issue together as a group to discus, solve and negotiate solutions? Oh cr-p, did I just start a union?
https://www.youtube.com/watch?v=_V2sBURgUBI