I used to roll my eyes when customers came into a store and said they couldn't get help over the phone. But the amount of problems not getting solved and the lack of communication difficulty is obvious. The stores have to clean up so many messes that we don't have time to sell. Purchasing customers don't want to wait over an hour. We struggle to hit quotas. Then top it off with the crazy push for metrics that don't pay us like your credit card scheme. Just think how many of those unhappy customer service call failures go to the competition vs waiting in our stores. Plus you set our quota at your wish level of results with no true goal other than the unrealistic number you need to hit to get your sorry butts out of the disaster you caused. Doesn't matter if we are short handed or have reduced hours you expect full staffed results. Our VHI quota is 71 and we sold 22 last month! Yet we returned almost 50!! We now have to coddle all the set up and go customers to make the quick buck and lose more customers in line. Short sighted money grab 100%. So many visionary problems but we chase our tails and keep putting our fingers in holes in the damn. Our company is fundamentally flawed. We are in retreat mode and we play prevent defense. This prevents long term success because we have no winning strategy. Hey stock holders... no light at the end of this tunnel. There is no corner to turn to find success. We have constructed an institution based on saving money instead of making money. We have a failure of vision or a failure communicating the vision. Either way this elevator is heading down.
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The decline began with the layoffs of anyone who had a sense of what was going on. Anyone that had any business savy and wasn't afraid to speak up and share their ideas. Anyone of certain age, creed, color etc. was sent packing to clear the way for the @ss kissers to continue derailing the trail to he-l without any interruptions.
I’ll admit, I’m helping tanking this company, don’t care about anything, don’t care about providing good customer service.
True. This company is about saving money instead of focusing on making money. Now they are in mad scramble mode since xmas sales were horrible. Now they want us to spend $3500 trying to gain sales instead of paying employees that could help additional customers and get real incremental sales. Sad fact, all they are getting for their $3500 bribe money is a shuffle game. Oh, you are getting a new line, well we will give you $100 if you add Verizon home protect or a watch. We are giving away money to fluff metrics. Haha. Dummies. Hurry up and spend your money... we are tracking you. We are actually losing money because we are paying people to take services and add products while the new line was already closed. There are no short cuts. The wheel has been invented and we all eat sliced bread.
I don't care anymore. We're not heard anyways. I straight up tell the customer that I'm sorry they were told...whatever wrong info customer service told them. I then tell the customer that we've tried to inform higher ups. They just don't care. That they outsourced too to many low quality 3rd parties in an attempt to save money. And now we're getting what we paid for. Nothing works and it's a dumpster fire. I then give the correct information. Depending on how the customer responds. Depends on how much help they are going to get.
@2qrc+1kCnsSo9 I agree, however the big question has always been so they know what they are doing and this is just part of the plan or they have no idea and are just making up as they go? I'm going with all part of the plan.
2 choices: shut down the stores or fix them. Staff correctly and pay us properly to take care of the our customers that get charged premium prices. Or close us down. Stop playing games. There are 2 paths. Either be cheap all the way or be the best.
Our whole retail business model relies on boomers and the tech illiterate and taking advantage of these people. Even the DMs say put it on a quote and gloss over it. They know these people are already at the store so they aren't very smart to begin with. The company is doing a good job of pushing the boomers off verizon with these $12 charges on their tiered data plans. Why don't they just rip the band aid off. Also you would think they implemented the $30 setup and go charge to deter people from wanting their sh-t set up and to highlight how even a toddler can do it however with a target of 65% it's just another way to milk those boomers until they are gone.
I love the "people still go to the store" comments... yup people, Verizon is the only store open along with Taco Bell. Mo--ns.
@2tel+1kCnsSo9 there are plenty of boomers around and don’t forget the technologically illeterates who just need the latest iphone but can’t do it without someone hand holding them.
Either way the stores are boned. Once the boomers die out the only ones left going to the store will be mo--ns and people doing in-store pick up.
People still go into wireless phone stores? You can do everything online, what’s the sense?
The vision has been failing since Lowell spent 130 billion to buy 50% of the company entirely on debt.
Like that means our market cap was 260 billion give or take.
We do like such a little profit at this point due to T Mobile driving down revenue that it will likely take 100 quarters or 25 years just to pay off that long term liability.
So now they are driving employees to the brink, actually hoping for us all to quit, and save their way to paying it off.
It will never happen and I would bet a decent amount of money that within a decade, verizon as we know it doesn't exist. We will go the way of sprint and be bought out or broken up for parts
Don't worry, we're about to get ELAVATED!
Hey guys don't worry, the Xbox will save us!!!
So true, all the stores are short staffed, so let's make employees stare at a phone for 35 minutes while the customers data transfers, meanwhile, we have 12 deep in the queue, waiting for an hour and a half, staring at everyone of us, oh and don't forget the useless manager sitting in the office doing nothing. While all of this is going on the customers that are there to do new service leave because they don't want to wait, the people that need their AOL password reset will stay, and the people sent in by customer care to get their $150 dollar credit or free phone ( which are totally made up sh-t by care ) will wait, then after a 90 minute wait , we tell them that what they were told on the phone is totally incorrect and can't be done. We know the rest, we are now the id--ts, liars or scammers because some screwball made some sh-t up to get the customer off the phone and sent them to the store. The cuts to " save money " are costing us more than they are saving us. This is one of the reasons ( cost , cr---y network are.others ) that people are dropping like flies!!
upper leadership is just one big circle jerk; one person comes up with a stupid idea and then their direct reports just all jerk each other as if it's the best idea since invention of the wheel. Then the person who came up with the bad idea is so proud that they invented the wheel they go on to inventing sliced bread.
Imperial office suits are all afraid to make change or speak up. H is the emperor with no clothes on and everyone is afraid to say a thing.
This company is a text book case on how to NOT run a business. They would rather set up customers phones and transfer their pictures over adding subscribers.
Well said!
1000% to both of u.
I wish I could go back n help others see the truth.
Looks like there is a great depression happening at big red these days. This company couldn't be more toxic and deflating. Make sure you use FMLA to your advantage folks. Let them pay for your mental health since they refuse to realize that they are the cause.