Surveys will be "gamed" and I am in "leadership". And as usual, dishonest stores will be rewarded in their paychecks while other stores following the talk track of not asking each customer for a TEN will be penalized and scolded. Not such a fair way to measure the effort and ethics of front line employees trying to do the right thing while staying safe. The creators of the commission structure need to be "human" but instead they only imagine what it's like to work face to face with the lofty expectations of our customers. By not ever really knowing what it's like, they play with our incomes as if it's a game. These are not 'just' points or a 'score'. These are real dollars taken away from our families. Another time where ignorance is accepted and no one that may be aware of the reality of store life and true customer expectations speaks up. Poor corporate leadership and fear wins again. Better stay in your silo and not disagree or you just might do the right thing. Cowards.
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They will fix it in Verizon 3.0
So can you believe at the end of a month a rep at a location gets a poor survey from a nasty or miserable customer ( they are not the majority but the % is higher than most people think.do some research and check the surveys from around the country) and the store goes from a 1.5 commission acceleration to a lower number or even a deceleration of payout? This anti employee measurement can cause a hostile work environment because it effects the whole location s commission payout and can you imagine the repercussions. I'm sorry to say this metric will be tough one to achieve because of the volatile nature of the cellular industry Verizon did this because of their fling brand approval and to cut payouts.
this is driving store managers day to day decisions usually against safety protocols of the retail location ( location capacity rules ) in a spiking pandemic!
A few years back I was having issues getting my surveys over 80% so an SM made me call someone in the district who was at 100% to get some tips. He basically told me on the DL that if I had a transaction that did not go smooth and there was pushback from the customer there was a way to avoid a low score. At the end of the transaction ask the customer if they want to elect to opt out of SPAM emails from Verizon. Of course they always say yes and at this point you change the email on file to something like “ [email protected]”. This solutions specialist actually went one step further and changed the email to one he had actually made. Not the actual email but it was something like “[email protected]”. So any customer he did this with he would get their survey. I wouldn’t recommend this option because obviously you can get terminated if they find out but option 1 works like a charm and you are doing nothing wrong.
@tub+16i3tEhO Asking a customer for a 10 (leading the witness). We should never have to even consider this...yet here we are...sad
Corporate needs to understand these aren't normal times plus some stores are curbside/apt only! Can we get a fair chance to succeed please!!? Our hands are tied behind our masks.
Who said you cant ask customers to give you a 10? Hahahaha
Agreed! We shouldn't lose money and be decelerated because Karen's expectations are unreasonable.