Our staffing is 1/2 what is was before plus our system issues cause greater than ever delays and we now have longer store hours than pre-pandemic? Seriously!!?! Who is in charge?? stop the inanity!!! At this point you are not making "bad" decisions. You are making crazy, evil and selfish decisions. Take your grandma to a store to help her upgrade her phone. Call her up 1 hour before you pick her up, have her gets dressed, get her into the car, drive over to your nearest Verizon store, park, help her walk to the store and find out 1 employee is working for the next 2 hours and you are 3rd in line! Or dad and mom pull the kids away from their homework or Playstation and all 4 of you coordinate your schedules to go get new 5G phones on a great deal. You walk in to find an hour and a half wait time!! No seats no leaving the store! Imagine, you are on your way home from wherever and your phone doesn't work. You need a replacement. You stop into your local VZW to have it replaced. Oh, an hour plus wait time due to extended hours. Wow! How convenient!! Or you walk into a store to find out you need to make an appointment or call telesales to get immediate help. But the "jury is still out" on extended hours??? Come on man! Even Joe knows this doesn't make sense. How are these or other situations reasonable??? But our leadership "likes" the idea of us being "open" (air finger quotes) so they feel like they did their job. Your job is to make sure people get helped and are not just able to walk into a "open" store. This is a clear miss and a clear example of you not knowing what you are doing. End result, customers disappointed or more like pi---d, employees stressed to all ends, metrics fall to cr-p and nobody cares that the "doors are open" if you can't get help in a reasonable amount of time. Open doors aren't the win here leadership- wait times are the win.. if wait time are not reasonable then nobody wins.
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STAFFING ISSUES - What is really a ki---r is telesales or CS processing an Ispu and telling customer to “head right down” vs. “wait until you received the email that says it’s ready for pickup”. Not all orders go all the way thru.
Add insult to injury they tell/promise the CUst their phone will be set up when they pick it up. GUYS STOP DOING THAT!! STOP MAKING A PROMISE YOU YOURSELF ARE NOT THERE TO KEEP!!!
Most days there are only 2 employees working -just 2- and we are working with appointments, (we usually book up 2 days out), we are processing ispu orders, deliveries accepted into inventory and curbside. All the while trying to complete a quality sale that gets interrupted over and over to greet incoming. There is NO WAY (especially since most phones now have soft ware updates and VZW guest wifi drops off after 30 min of use) that we can set up phones for ispu.
We are VERY HAPPY to help restore phones BUT they MUST HAVE a dedicated appointment!! It takes a goodly amount of time to set up a phone — time employees do not have in the world of staffing shortages, system outages and processing issues, and folks looking to port in or start new VZW service.
I love my job, but I hate it when I have to disappoint a customer who has been given a false promise.
Amen.
I was on the DM call with the VP. You are exactly right. It's about store hours and who is open and how far we can stretch our staffing model. I too am looking for employment elsewhere. I will certainly go to sites like glass door and layoffs to hear employee feedback because the way we treat out store people and customers makes me sick. I'm truly disgusted.
I couldn’t care less. I get paid hourly now and my commission is always the same no matter how hard I try. Why should I get paid the same as the lazy person for working harder? Lol. Way to go Verizon!
I'm am wearing minimal flare. Nobody has a clue. Most DMs are puppets and my extra effort pays me pennies.
The most frustrating thing is that they are constantly creating new high level teams and taking money away from the frontline and cutting support. It's just a bad look for executives to be living their best lives while their employees can barely pay for gas to get back and forth to work where they are overworked and underpaid.
You just need to be more efficient with your time!
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You had me at "even Joe knows this doesn't make sense".
3 of 4 of the new people we have hired, have zero job experience. As in they have never worked any where or for anyone ever. The one that did quit already.
And the only people applying for these part time rep positions are so young they are still wearing their high school class rings.
What happens when you pressure a young part time person on their first job to sell and meet metrics. They quit!!
Yes thank you! I envy you, because we are at 1/4 of our pre-pandemic staffing. No one will be hired because while the benefits are good, the pay is not. The culture is monstrous. And the few of us who are remaining? Every day that goes on sees our desire to perform slip. “Why aren’t you selling smb?!” “Where’s your home protect?!”
Sorry, this activation failed and so I’m going to stand here for an hour and make sure everything is cool. After that, I’m going to take a couple laps around the building and make sure the shelves are well stocked, the devices are wiped down, and then after I’m done making sure everything is looking good and I don’t have any emails to respond to, then I am going to take my next customer. Unless it is time for a 15 minute break, and then honestly I’m probably going to take that.