In the North East we are relentlessly pressured to sell Verizon Home Protect to the point where reps are cringing to pull customers for fear they don’t sell it. One of the DMs in the area said “the minimum requirement is 2 for the week, it’s not optional” my direct DM said a “minimum of 3”. This is the type of leadership that i was taught NOT to do in management training. Retail employees feel threatened. Slamming will start but they won’t really care cuz they’ll get their number. verizon used to be an awesome place to work, but the micromanaging and manipulation is out of control. I used to brag about my job and company but dread coming here. I’m all about change but do it the right way instead of leading us out the door.
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When will the Directors and Dm’s get it into their stubborn skulls that the company came out on twitter for all employees to see, that its not about numbers, that its customer first, no slamming, no tricking customers into buying un necessary products??
Why are we being micromanaged on numbers that we were told that they weren't going to do anymore?
What ever happened to those false promises?
This is why moral is low, it doesn't start from the top, it starts on the director level...somewhere in the directors pea size brain the message is translated into its all about numbers.
Get on the same page , it's not that hard
There is nothing management can do to intimidate us anymore. We will literally just laugh and move on. We are down to 3 reps and 2 managers (including GM) with the highest quota in our district. They try to get us to take shorter lunch breaks because we have a line of people waiting but we still take our hour walking past all the waiting customers on the way out. Surveys are already in the dumps because of the uncontrollable factors Verizon has pushed upon us. If a customer threatens to leave Verizon, I simply give them their acct# and transfer pin then call the next one up. Wanna upgrade? Well that’s an online promo only and sorry you had to wait so long so i could point out that fine print. “Well how do i transfer all my stuff?” Ma’am I’d give you a sheet of paper with the instructions but again the print is small and it’s easier to just google it. Work life balance has been better because i no longer give out my number and set brutality honest expectations.
Leaders read this to rebuttal us instead of making change. You ALL are speaking about the same things we ALL are going through and it’s just not right. They say we are leaders of the business, what do i lead? I can’t make a single decision in my store regarding schedule, procedures, OMM, controlling traffic, selling. Am I a human or a robot?
that doesnt sound like the GROW model.
All the metrics have plummeted since the retail stores became BAU ( ha!). Sales dollars are way way down, new lines down and nobody is pulling through. Retail stores are technical support stores more then they have ever been. Clerking is the new norm because that’s how covid made it...no BAU in a store that’s half merchandised with plexi everywhere and social distancing rules. Verizon relies on profits from accessories and TMP add ons , no commission nobody cares . It will take 2-3 years before Verizon rebuilds a team that will be onboard with slamming accounts under the new pay structure. That’s a long time to let the profits erode. Better throw everyone a bone.....sooner then later.
As a leader I won’t shove it I got my Director asked well what do you suggest we do different to sell it and asked him to sell it to the next customer magically he had a call.
Sheesh. Slamming. Probably will happen. Verizon mgmt ought to pop over to Wells Fargo and see how that worked out for them.