Not only do we now have to set a side a sales person to cover appointments... but we have half the staff we used to. "Come on in" says the lady with no clue. She didn't even know we had A-Frames telling people to wait at the door. Just put everyone in the queue? No crazy lady...that would means 2 hour queues (or more) with no lunches for reps. We have 3-4 reps per day working. 1-2 for appointments/on-demand appointments. Leaving 1-2 reps to run a "back to normal" queue. Do you know how long a 3 person queue takes to clear with 1 or 2 reps working it? Of course you don't. What about a 5-8 person que with staggered appointments and ISPUs? Do you know the abuse we take from customers due to long wait times or far out appointment times? Of course you don't. You think you are going to get quality when I'm abused all day and our customers had to wait forever... I'm just trying to survive the day. Do you know we are touchless and have to wear masks then catch grief all day about masks from customers? Of course you don't? Do you know our SMB reps hide at home and we only have the ability to help half as many customers as before and you ask why us SMB sales are down? Do you know how many new lines walk away daily due to not being staffed properly? Of course you don't. Do know how many customers come to get help at the store only to walk away in disguste because of the lack of help? Really? Does this sound like a successful business strategy? Again, of course you don't? Figgin clueless. You know nothing and preach BS. As the country gets back to "normal" you pretend WE can do normal again... yet YOU changed retail's entire landscape. Stop placing blame and understand we all want to succeed but YOUR vision handicapped our ability to win. Your customers aren't ready and willing to do the telesales world. They don't want a chat box. They don't want bad answers from an app. Besides, when CS can't fix it they send it to the store and it goes full circle. Stores are running at 60% of what they could be if we were staffed properly. Someone needs to be demoted or fired for this decision. Get rid of the front line and have leadership hide from the front line... and you reap what you sow. Many Generals have lost wars that way. Your reality isn't reality. Keep on pretending. You are out of touch at this point and lost in your own echo chamber. In this company everyone drinks the kool-aide and isn't allowed to have opposing opinions. Our credo is dead. Welcome to never-nerver land. Leadership please grab your golden parachute cause your pixie dust is running out. Mic drop. Thank you for listening. :)
59 replies (most recent on top)
Thanks NJ poster confirming that Corp needs to try to control the narrative instead of the issue. We don't need to say names. We all know who the dummies are.
Lol. It was +28/-2. Just 2 hours ago when I posted!!! Then 50 leaders jumped on hahaha. One voice ...stomp out hate. Show them! Lol. Sad sad cowering sheltered people.
Massive fail and gross mismanagement.
- they didn't even let anyone know this is coming
- they weren't even smart enough the first day to remove the a frame
3 after easter weekend when people are gathering like crazy with family and friends.
- sending the email to existing customers. Time to get the email fixed.
- Most people aren't even eligible for the vaccine yet in most states.
Making progress! Word has gotten to leadership! Did you see the (-2) feedback? It has to be leadership or their moms because everyone else knows this post is true.
Ha! We were told that when a rep and a manager take a vacation at a duel GM led store that one store will have to close on a Sunday! Sounds like a great nation retail plan!! You bled the store dry and have to lose even more because of a simple vacation. Oops. We may have cut too deep. How much does it cost to retrain a rep? How much profit is lost due to this simple misguided plan? Stability, stability... we don't need no stinkin' stability. Customers love showing up to a closed store.
Independent retailers are paying their staff half of what corporate employees are getting paid to do the same job. The industry standard has changed. Employees that aren’t flexible/willing to move/already on an upward trajectory but getting big salaries are being forced out, because someone can get hired at $11/hr to do the job a rep does.
- it s—s. I’ve been in the industry a decade, and am leaving it completely after what I’ve experienced over the last year with Verizon. Being a customer facing employee has always had its ups and downs, but let’s just be honest, abuse from customers is worse than it has ever been. The pandemic made everyone crazy, and the front line has been stuck to navigate it with less employees, less support, and unrealistic expectations. I’ve always been the type that performs well under pressure, and the last 6 months at work even broke me. All the changes so far have not helped the stores at all, it’s only made our jobs harder.
New Jersey had over 3,900(3.972) new COVID cases on Friday.The number 1 state for new transmissions in the country with New York a close 2nd. I’m not sure if this email was sent to NYM customers, but if it has, I find it troubling and short sighted with no empathy for the frontline.We have 60 to 80 minutes wait times on Saturday with 4 sales reps( 2 shifts) with appointments being taken on Saturday and Sunday; During the week, it’s constant “ non anything savvy” people walk in being told by resellers and 3rd party customer service “to go to the corporate store cause they do that”for things we shouldn’t be doing! So why with a lack of staff do we still have 2 shifts? This is just a small sampling of the many issues that are dumped on the stores.Most reps don’t want to be there because of mismanagement that creates a not safe workplace . The email alone shows you how incompetent and disingenuous they are. All in a small store environment.
Amazing correct. Clueless at the top and really at all levels..
Customers hate Verizon. Call in and get outsourced bad information
Use chat and get India
Come in store after being told incorrect information and customers think they know best because they called in and got bad info..
Well said. Well said. Come on in
Personally I'm going to just get stuck with 1-2 customers a shift with the p–p systems and then just go home and enjoy life. WTF they going to say "Anon you took to long" well I had to earn that 10 and the customer asked me. "anon you took way to long" well I ran into 14 system issues and had to call in and was on hold for 45 mins. Get bent.
They want to see profit even though our pay has been cut significantly. Which really goes to show how little they know. We are not going to try to sell anymore with this comp. Less pay same results is what KB expects. After all she’s cashing out big every two weeks, so f me right?
Like another reply said, they see you as expendable and really don’t care about you.
This is what happens when you have a token as a "leader".
I’ve said it before and I’ll say it again......they know and they don’t care.
Verizon specifically hired Hans to do exactly what he is doing. Absolutely cut retail to the bone.
The American corporate business model. Short term gains for shareholder value and executive bonuses vs long term company growth and success.
They see retail employees as the uneducated lower class who did not deserve such high salaries.
Those high salaries were wasted on retail scum and should be more concentrated on the “professional” support positions not in store.
Why do all you people keep putting up with this nonsense? It gets worse by the month and nobody does anything about the ridiculous policies and procedures that are constantly being changed and put into place. How come nobody steps up to try to make it right?
The mo--ns were so mis managed that they sent the email and had to remove the a frames the next day because it wasn't supporting their id--tic message. They are so freaking out of touch that they have no idea the stores success was all because we turned those cr-p customers away. Our store in March maxed out commission in sales with two weeks into the month and also ended 1.5 RIS. All because we didn't help things that didn't help the business. It is insane that they thought sending out and email to existing customers, to come on down and get help with their email would be OK
The new game plan is if it aint buying it's a smartlink and that's the way it is. Gonna be a lot of calling in to have phone reps process things and also getting people to use the app.
I'm still bewilder 3 days later at the incompetency of this lady and sad the irish man followed along.
F— KB
Did you tell her that you had A-Frames telling people to wait at the door? No? It was your job to inform her.
If u ever were to apply for the CEO of Verizon, u WILL have my vote. It’s abt time Hans and his useless bunch of jokers need to move their circus elsewhere.
Bravo, well said.