Are we required to apply screen protectors? Touchless says no, but local “leadership” says we are not to deny any customers wishes.
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Hey, I'm a GM like I said. Right there with you, selling with and supporting you in the best way I can while we're both wearing those c-appy jeans and terrible denim shirts.
As for using the words human and leadership, I think those are terms that aren't used often enough in all areas of life. Hope you all do too.
I knew the word human would garner a response from a DM. It a buzzword thats been generated from above and is being told to the front line to get higher survey scores! After, reading the comments and after I wiped the tears from my eyes, I know that 98% percent of reps have always treated our customers as* humans*and have for the most part gone above and beyond! Yes. The employees know that Gms are human too, most actually never say a unkind word toward you, it's just the method s and culture you've helped to create .Too many to write down here( Micromanaging and hiring store managers solely by numbers- not by management skills).Also, the incidents you mentioned a very few and far between and are the ones that make the"news"The front line are talking about the stress of helping the nasty and customers that feel entitled everyday (which is not the majority but is a higher % that you realize) You used the word Leader, leadership again. We know who you are.its just another buzzword for reinforcement. The conference calls it must be the number one word repeated! Show leadership and put on a pair of heavy black denim jeans and blue denim shirts and stand outside in 90 degree heat for a day in each of your locations and tell the store mgmt that you will be working with the front line that day( or half a day and lead by example) That will show you do the "Pulse" of whats going on!
As a GM for ~5 years, but also as someone in touch with the general pulse of things, it's difficult for both managers and staff right now. A poor performing store and low review scores could mean low profitability, and therefore a higher potential for closing or turning indirect if sh– hits the fan.
Which doesn't help anybody.
You'd do well to communicate with your managers and be honest with them. Being "human" is just as important within your teams. If that gets you nowhere, bring a constructive point up to HR. I also definitely recommend to leave structured feedback on the Pulse survey.
There has been a lot of confusion and mixed messages, a lot of extra responsibilities, and then running your store trying to balance touchless/results within a pandemic while being responsible for not only your employees' health but also the well-being of your customers (who hopefully aren't crazy and flip out in your store, pee on the floor, spit on the door, or leave a bad score) creates a lot of gray areas and room for new failures.
I know things have been tough for everyone, but leaders are people too.
Now is a great time to network with others in the business and work together, not go at each other's throats.
Don't be confused, the stores are BAU and its an unsafe circus every day! The GMs are telling managers to skirt safety because of these surveys. Our customers that still come to the stores think there's nothing going on and the managers are not following safety protocol so at this point they're running the locations
So are we touchless?? I’m confused
Could you not ask for latex gloves to wear whenever you are asked to fulfill those requests?
Its happening in our store in nj? Its directed at employees by managers that been directed by the DM and the constant talk about getting a 10 on these surveys ! Next it will be phone content and not much social distancing! Regarding covid what's changed since March? Nothing the stores are not safe!
The stay home hypocrite GMs strike again,
the Company wants you to keep the phone in the box put it in the brown bag( some still with Christmas paper) and customer leaves, they dont want people staying too long in the store. So why are they doing this? The survey is half of the commission attainment and you have to achieve 85% of 100 and 90%,watch how tough that will be to achieve. So whats next, you got it,phone content transfer, were you were touching their old phones and hanging out for an hour or hours( I've seen it in the past) the majority of the poor surveys are for phone content transfer( read them so.time)verizon did this to lower the commission payout so now you can see how the stores are unsafe and how the kpis ate stacked against you . They should minimize the surveys on the commission during g the pandemic. These rules are fo BAU stores were the DM tells managers to be "human" with customers! It's surveys will be a morale buster
No. Take pictures of your emails to keep proof in case they retaliate. No touching customers phones.
And for God’s sake, torch them on the Gallup Poll Survey aka “pulse+”