Last week we were informed that a third party company will be doing a “few” smaller installs, like chandeliers etc. Well I decided to look into HANDY and they can install all items we install. I think Lowe’s is testing the waters of this company to see how they do. If they do well, all installations will be handed over to them. In business sense it makes sense; they would be able to eliminate thousands of positions with the added benefit of not having to deal with complaints, compensation etc. To further my prediction, the DSM and the DSSM positions were combined today. From what I’m hearing most of the DSSMs were kept which would make sense as they managed the sales part of the process, not the process itself. I see the installed sales team being made redundant within the next 12-18 months. Runaway train capitalism.
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CPO was the counter productive office and IST is the it s—s totally unit of Lowe’s.
As a former PSE I’ve got to say that having people do follow up calls that have no idea of how to do anything in a home is a minefield.
Case in point. I was assigned to follow up with a customer complaint being told “customer is not sure roof was installed correctly!”
When I got to site to meet customer he tells me the girl on the phone kept pressing him about the install details until he said “I don’t know if it’s all done correctly, that is why I hired you.”
That statement by the customer became a complaint in the mind of the untrained and ignorant CPO employee. Furthermore, the customer actually began to doubt our service and cancelled a pending window appointment with Lowe’s.
"They will do whatever it takes to sell more jobs and everyone wants it to be instant now."
Have they seen M2O? It's a needlessly confusing clunky old mess that despite being in the form of a step by step wizard needs an experienced user to be able to do anything that won't catch on fire the second you stop looking at it.
CQ can't build a quote for their life. I end up having to redo it anyway. Even if they did a good job, most times the customer changes to something else and I need to do it myself. They want to save money, dump CQ.
Wait, when did cpo change to ist?
What does ist stand for?
Also I believe a company called Apex is going to replace cpo quote builders. There's a connections post. Eventually the sale will be done on the spot just like pse. They're working on the technology problems of instant quoting. They will do whatever it takes to sell more jobs and everyone wants it to be instant now. People are nuts.
Will still need staff for install follow up. Maybe Marvin can do it.
If this is anything like the company that did our signage reset, look out! Those employees stole from the store and it’s employees along with doing a piss poor job of what they were hired to do.
Handy may not be the solution, but as an IST employee, I totally agree with this. By the end of 2020 IST, formally known as CPO will no longer exist.
I can tell you with upmost confidence that Handy is not a profitable solution and won’t be around long. Units and margin have been cut three fold since Handy roll outs.
Handy is not competent or reliable. They take Uber to job sites and bring no tools. They also can't bring product to customers house. I think they hire s-x offenders and felons to be the contractors.