SMs & GMs are ON PURPOSE not taking any escalations since Solutions Specialists can note the date/time & the exact situation at hand with which they usually deal with like some other rep/store/3rd party store who messed up & its clearly mot their fault. That way they can cover their backs up acting like they dont know anything so all those surveys fall upon us whether they make sense or not. Somebody else posted the same thing & the post got deleted. Vzw corruption at all time high!! This has to be reported to the agencies outside Verizon which will come very soon! We all remember the Sprint Lawsuit based on docking peoples’ pay based on surveys.
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How can they ? When the openning SM leaves at 3pm. If the rest of the staff had any backbone they would walk out with them at 3pm, the problem is we can’t manipulate our time sheet like obviously they can. Lastly,it wouldn’t surprise me ifs this happenning in a majority of corporate locations,especially when the Gm has a day off.
Well that explains one more thing that, this is the reason why, Verizon wants Solutions Specialists to do Managerial work so they can slowly slash their positions. Why are their key holders training coming up? Why aren’t the managers taking escalations? Simply bcz they wanna cover their backs & thats gonna make it easier to out their pressure load on to Solution Specialists & then write them up. It all makes perfect sense what OP said.
I'm am SM... I can tell you I take the brunt of all issues. Last to go to lunch 1st to stand up for my team. That is like saying all reps are bad and lazy. Too many real things to complain about. Stop attacking your SMs. We are the only ones to have your back.
I don’t know what location or district your in but that sounds unrealistic, as an SM I am always manning the door and front of the house, I would say I take about 90% the heat and escalations nor do I allow any of my teammates take any abuse from any customers as I know they already struggle with everything else, quotas, short staffed , breaks. I can say the morale we have as a team is pretty good even with the negatives, sounds to me like your management doesn’t appreciate the team if what your saying is true but not all SMs or GMs are like that and run the floor as if mlour name tag says Solutiions Specialist.
Priority
1 MY Team
2 Our customers
From all that everything else falls in place
Yup we’ve noticed it in our store too nowadays. And funny enough as it is, their reply is well u guys are soon gonna b empowered to do all that (1. To sc--w over your own paychecks & 2. Get fired). We should just remark the account whom so ever we’re helping that with a situation like that, SM or the GM wasn’t willing to help. As simple as that.