y***r
发帖数: 16594 | | a*****n
发帖数: 14370 | 2 sold to amazon..
【在 y***r 的大作中提到】
: 大家说说？
: 除了等死以外，还有啥灵丹妙药？
| y***r
发帖数: 16594 | 3 his is my 10th year with the company. Mr. Dunn I met you on a cruise to
Mexico the first “Rock The Boat” achievers cruise. We shared the elevator
and you asked me what I thought about the cruise so far. I said to you “The
Love Was In The details you guys put into making it an unforgettable time”
. I was so excited to have won achievers. We worked so hard that year. I’ve
always been proud to tell people I work at Best Buy. I started as a
seasonal person and now I’m a CSM. When it comes to training employees I
own that part of our business. I must say that It’s getting harder to
believe in what I’m doing. I have to 100% agree with the first comment. I’
ve had three instances this week where customers have returned tablets and I
’ve tried to save the sell. They told my I found it much cheaper at Amazon
and I didn’t pay taxes or shipping. In each case the customer saved more
than $100 dollars. I even offered to price match to prevent the return. Each
customer told me they had already received their tablet from Amazon. So the
first poster is correct in what he stated… This past week the following
incident also happened. First I will say that we do offers some valuable
Geek Squad services but I think some of our tactics come off as pretty
desperate. We have to do what’s called pre-setup a certain number of
computers with some commonly sold services in order to not have the customer
wait to take their new pc home. However, if we only have pre-set up
computers and the customer does not want to pay for the work we have done
then we give the service for free. In the computer valley our new layout has
an answer center with two registers. We had two associates ringing up two
customers, one at each register. One customer saw the value in the pre-set
up and was purchasing it. The other customer was buying a computer with the
pre-set but it was the last one and they did not want to pay for it. The
first customer hears the sales associated say to the second customer not
problem I’ll just zero this out and you want have to pay for it. The first
customer heard this and lost it. She told us we were crooks and unethical
said she was reporting us to BBB for shady practices. She said ” I can’t
believe you tricked me in to paying for this and you are going to give it to
them for free”. I did not know what to do. Of course I offered to give it
to her for free as well but that seemed to make it sound even more unethical
. This person caused such a scene in the computer valley. After I got home
that evening I started thinking more about it and Put myself in the
customers shoes. I came to the conclusions that this customer was 100%
correct. There is an air of unethicalness to this when my team knows that if
they offer this service to the customer and they say no they will give it
to them for free anyway. After the holidays it seems all we have left are pc
with Pre-setups because we are sold out of everything else. I know every PC
associate working that day will be very gun shy about offering a preset up
service for a very long time to come. We have to come up with better ways to
compete. We still have the best employee discount in retail and even I can
find most things I want cheaper online, and as long as Wal-Mart & Target
sells clothes and groceries we will never be able to out price them. I still
love Best Buy and will stay and fight the good fight for as long as it
takes to turn things around. | y***r
发帖数: 16594 | 4 Brian,
I have been a field service employee or GSI (Geek Squad Installer) for over
eight years now, and having been one of the first in my particular market, I
have seen the gradual change from client service to make as much profit via
in-home up-sells from the client as you can first hand. The current tagline
for this is “In home solutions”. GS installers are hired and put in the
field with minimal training or knowledge of the job and expected to
professionally install products and educate clients on they’re new systems
with little to no knowledge of the products themselves, nor adequate
experience and training to properly work on clients homes. There is minimal
training on new products or install techniques, and the only focus or
concern from the leadership staff is how much in “in-home solutions” were
milked from the client that day. The employee vehicles are required to be
filled with store product to be pushed onto the clients while the installers
are in they’re homes and many times there are two or more installers
resulting in the tag team approach, or one installer does the work, and the
second installer tries to look for anything to up-sell to the client. The
actual quality of the install work is in most cases totally disregarded by
the leadership staff because the only thing that matters is the “scorecard
” based on in-home sales by the install crews. Geeks squad was once known
for being at the top of its game for knowledge and professionalism, but has
now digressed into the same store model of dig into the clients wallets as
deep as you can, sell content and connections that they don’t really want,
and if you happen to know something about what your hooking up, that’s ok
too. I love my job, but I think that you truly need to step back and listen
to what your employees are telling you on this one. If the focus is truly to
be on giving the best client experience, then that’s what it should be,
instead of client experience being an acronym for bleed the client dry..
Best Buy and Geek Squad should be preferred destinations or services, not
just because there is one on every corner. |
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