vB Easy Archive - Threatening to take your COU away?

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Threatening to take your COU away?
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Posted by: JustJoe

I got an email from management yesterday (well, 2 store managers) saying that upper mgmt is threatening to take away any rep's COU if their feature attainment is less than $21/opp. Yes, I know they can do this at any time and for any reason but geebus this is getting ridiculous. Is this going on in other markets (Empire here) or just a local thing?

Looks like if you are an SSR say buh bye to your COU.

Posted by: IronCross

Quote:

Originally Posted by JustJoe

I got an email from management yesterday (well, 2 store managers) saying that upper mgmt is threatening to take away any rep's COU if their feature attainment is less than $21/opp. Yes, I know they can do this at any time and for any reason but geebus this is getting ridiculous. Is this going on in other markets (Empire here) or just a local thing?

Looks like if you are an SSR say buh bye to your COU.

Seems too ridiculous to be a realistic situation IMO. I highly doubt that'd actually happen.

Posted by: subywrex

This came across the table in the Philly/Harly market a couple months ago but nothing really came of it. It's really a tough thing to do considering you are selling these phonoes/devices...what happens when a customer asks what phone you are using..."Um..sorry, I dont have a phone"...Our ARSM pretty much squashed it for us bc he knew there would be a huge negative impact on our sales teams...

Posted by: SuxBeingU

thats seems to be a real bad way to manage and motivate the front line soldiers

Posted by: Ced91071

wow...........
that blows!!!!!!!!!!!!!!

Posted by: classylady78

That sounds almost as good as the idea the ARSM had a couple of months ago. He wanted the managers to pick out accessories the reps wouldn't want to wear and make them wear it if their accessory numbers were low.

My old store manager tried that with pink things. Well I am a woman, how would that bother me? I was really good in accessories for my store, but seriously. I told him I would LOVE to wear anything he picked. Then there was the whole Unity contest, the manager whose store had the lowest amount of unity checks (not sales) was going to have to dress like Bozo the clown. Again, where is my motivation? I sell Unity to make money, and if they said they don't have AT&T or they are a business, I don't check. I asked him to show us a picture of the costume so I could make up my mind.

Eventually he gave up. How ridiculous. The only motivation I need to sell is my commission check.

Posted by: cellguy030

hmm, take away the cou, the one thats listed on our business cards, the one that customers call when they want to talk to their sales person.....brilliant.

Posted by: jediistar

Quote:

Originally Posted by SuxBeingU

thats seems to be a real bad way to manage and motivate the front line soldiers

Indeed, then again I think we can all agree that has never been the worry of the upper echelons.

Posted by: xbox360gamer

Quote:

Originally Posted by JustJoe

Looks like if you are an SSR say buh bye to your COU.

this has to be the biggest load of BS that I've read so far this month. how the heck are they going to penalize someone for not meeting an attainment goal when that person (being an SSR) doesn't even have one.

that being that, please don't spread this kind of BS on the internet because some unknowing poor sap might actually believe you.

Posted by: Markdcv

Quote:

Originally Posted by xbox360gamer

that being that, please don't spread this kind of BS on the internet because some unknowing poor sap might actually believe you.

I honestly would not put it past AT&T to think of this, after all this company is known for going out of its way to screw over its employees.

Posted by: xbox360gamer

Quote:

Originally Posted by Markdcv

I honestly would not put it past AT&T to think of this, after all this company is known for going out of its way to screw over its employees.

well, even then I still don't see this happening for two reasons:

1) SSRs are basically on them same level as management here where I'm located in the central FL area. this means they do a lot of management's work which in turn gives management more time to concentrate on other aspects of the sales end.

2) SSRs provide a lot of sales support (hence the Sales Support Representative name) to the RSCs even on their days off. heck, I know my best friend who happens to be an SSR gets calls all the time on his days off from RSCs needing tech support and so on.

-These two reasons alone would make it almost suicide for AT&T to cancel an SSR's COU line. management might be dumb in certain markets but I don't think they're that dumb.

Posted by: JustJoe

Quote:

Originally Posted by xbox360gamer

Can you please introduce me to one of these SSRs that provide a lot of sales support? In my experiences I can't honestly say that I've seen it happen. I know of one that takes all day to do daily paperwork and check in shipments.

Now, if you are one of those SSRs that does everything right (triaging, helping with CS issues, bill payments, etc...) can I please come to your store?

Posted by: SingularSerf

I think the COU topic is BS, thats the number on my business card.

On SSRs, we have 2 in our store that work their butts off to help sales reps. Running handsets, change, sims out to us. Finding inventory at other stores and picking up shortages for the sales staff. Running for food or sodas. Triaging and handling all customer service issues.

When we are busy there are 3 managers, 2 SSRs and a HSC, on floor working the crowd. At least 2 staff members will have talk to a customer before they see me.

SSRs also police the sales staff for the managers for audit reasons.

Posted by: xbox360gamer

Quote:

Originally Posted by JustJoe

as I said earlier, it isn't me, it's my best friend and I know for a fact he's valued very much so in his store by both the sales reps and by management. I say this because I spend a lot of my free time hanging out with those guys in his store and I see a lot of what happens.

my best friend is on top of almost everything from making sure inventory is checked in the minute it comes in to making sure all the customer returned phones are shipped out within the next day or two at the latest.

so if your SSR slacks off and wastes time in the back all day then maybe the blame shouldn't be on him or her, maybe it should be put on the ASM or even the RSM for allowing that to happen in the first place.

Posted by: hpunch

at my particular store our COU's are to be left in the safe if our features drop below 16 dollars/opp or accessories below 50/opp

Posted by: InspectahNEC

Quote:

Originally Posted by JustJoe

Looks like if you are an SSR say buh bye to your COU.

Hahaha what a card

Quote:

Originally Posted by classylady78

That sounds almost as good as the idea the ARSM had a couple of months ago. He wanted the managers to pick out accessories the reps wouldn't want to wear and make them wear it if their accessory numbers were low.

I like that idea, we have one pink moto headset left that would be perfect for just that.

Quote:

Originally Posted by JustJoe

I know of one that takes all day to do daily paperwork and check in shipments.

so thats where my stores old SSR moved to =p

I wouldnt mind so much if they took my phone away though, it would be a bit of a relief actually, my personal phones are better then my COU anyway.

Posted by: colione

I wouldn't have a problem with them taking my COU away. I might even make sure my features are below 16 just so i don't have to take calls from customers at all times of the day and night.

It could be a blessing in disguise

Posted by: k.heiner

colione; the COU line is a tool. You are in no way obligated to use that device during your time off. Actually, it would simplify things if we weren't to take them out of the store, but it would defeat the whole purpose.

If your manager suggests that your COU requires you to be available at every beck and call, please report that to your Union Representative.

On that same token, though, it doesn't take much to tell a customer that you are not at work but if they have a quick question you'd be happy to answer it, and if their question requires immediate assistance, they can call your store. If they would like to schedule a time where you can meet with them, do that. I haven't spoken to a customer on my COU line for longer than 10 minutes, ever.

Posted by: colione

Quote:

Originally Posted by k.heiner

colione; the COU line is a tool. You are in no way obligated to use that device during your time off. Actually, it would simplify things if we weren't to take them out of the store, but it would defeat the whole purpose.

If your manager suggests that your COU requires you to be available at every beck and call, please report that to your Union Representative.

On that same token, though, it doesn't take much to tell a customer that you are not at work but if they have a quick question you'd be happy to answer it, and if their question requires immediate assistance, they can call your store. If they would like to schedule a time where you can meet with them, do that. I haven't spoken to a customer on my COU line for longer than 10 minutes, ever.

I am my union representative. LOL

My manager doesn't require I answer calls when I'm not working but I consider it rude if I don't answer the phone. Usually it's a quick question so I don't mind. If i'm on vacation or something I usually forward all the calls to the store anyway.

Posted by: Stea1th

They just started it in my area..kinda of a bit threating. I understand they want us to
hit our goal but to take our cou away? might as well take away our cards.

If it's cou now, whats next? employee discounts? Reward Points...what???

Posted by: Mr. Glass

We just started hearing about this today (Market 42). Does anyone know what authority the union has in this situation?

(If the formatting is weird, I'm posting this from opera mini.)

Posted by: JustJoe

Quote:

Originally Posted by Mr. Glass

We just started hearing about this today (Market 42). Does anyone know what authority the union has in this situation?

(If the formatting is weird, I'm posting this from opera mini.)

To my knowledge the union has no say in this. COU is company property and they can take it away for any reason. It would be different if they were taking away your ERP. ERP is a benefit offered to all Mobility employees (I think). If taking away your COU will drastically affect your sales (you have to be able to prove it) you could try filing a grievance.

Posted by: colione

I was joking about this on here a little while ago, but it seems it is real.

We just caught wind of this today (market 42) after several reps called to let us know about the email that was sent out. The COU line/phone is company property so they can take it away if they want.

It goes against training lately, taking responsibility for the sale, following up and providing a single point of access for the customer, especially if it means they can't get ahold of you when they need to. This will end up hurting the company in the long run.

If this is affecting you, file a grievance with your steward as soon as possible. This is unfair and equal treatment. If your not sure who your steward is, go to your local's website. If you don't know what your local's site address is, PM me and I'll get the info for you. If your from New Jersey (Local 1022), PM me and I will get in touch with the steward for your store.

Posted by: Stea1th

I just don't understand why they are treating us like little kids. It's bad enough
they set a the commission the way they do so we don't hit our multipliers,
now they gotta take another tool away..

Posted by: SuxBeingU

Quote:

Originally Posted by Stea1th

I just don't understand why they are treating us like little kids. It's bad enough
they set a the commission the way they do so we don't hit our multipliers,
now they gotta take another tool away..

I AGREE if you underperform you should just be fired. I think the union would have issues with that so they have to find other ways. this is why unions suck in todays world, they protect the weak and lazy

Posted by: Mr. Glass

Why don't we make it fair. This should apply to ARSM's, RSM's, ARM's, and DM's as well.

If they don't hit THEIR numbers, their supperiors should have to take away their COU's as well!

Posted by: colione

Quote:

Originally Posted by Mr. Glass

Why don't we make it fair. This should apply to ARSM's, RSM's, ARM's, and DM's as well.

If they don't hit THEIR numbers, their supperiors should have to take away their COU's as well!

God forbid if they did that, they wouldn't be able to text the managers at 6 in the morning anymore, who then pass the messages on to us by 630.

I've gotten in the habit of turning my phone off when I leave no matter who calls. My manager called to ask me a question, then text msged me. I had my phone off, she wasn't to happy about it, but oh well.

Once they can't reach us, they'll back track on this BS...

Posted by: LUNDiS

i too, am in market empire, long island to be exact. and our area manager thinks its a great idea, and he/she (i wont say who) said the union signed off on this, which i am LIVID about. i have won almost every sales award available in 2007, and because traffic is low, and my store is overstaffed, your going to take the one way i have to make sales from my existing customer base away from me? i have already warned my managers that i will immediatley tender my resignation upon such a slap in the face. such dis-respect is not tolerated for me, i dont care if i work for 5 bucks an hour at mcdonalds, or 14 at at&t.

Posted by: colione

Quote:

Originally Posted by LUNDiS

i too, am in market empire, long island to be exact. and our area manager thinks its a great idea, and he/she (i wont say who) said the union signed off on this, which i am LIVID about. i have won almost every sales award available in 2007, and because traffic is low, and my store is overstaffed, your going to take the one way i have to make sales from my existing customer base away from me? i have already warned my managers that i will immediatley tender my resignation upon such a slap in the face. such dis-respect is not tolerated for me, i dont care if i work for 5 bucks an hour at mcdonalds, or 14 at at&t.

I will go on record about the union. The union DID NOT sign off on this, and only found out about it a couple days ago. As of this afternoon, the "mandate" was pulled and an email was send from the same idiot that issued the "mandate" in the first place. It seems there was an issue about the legality of his action. Maybe he won't take it upon himself to set "directives" in the future.

Posted by: LUNDiS

i dont know how high up this idea went, but i certainly hope our area manager stops that kind of thinking, he/she has already lost a lot of good salespeople, their mentality being "screw it, we'll hire a bi-lingual idiot for 10 bucks an hour."

great way to serve your customers.

Posted by: LUNDiS

Quote:

Originally Posted by colione

i just looked into that, and i know our managers did not recieve such email. so i guess for the time being, that is the current policy in this area. well, in this case, if they wanna threaten me, ill threaten them. considering all the sales awards ive won, i would have thought ive earned some respect, i guess not.

Posted by: colione

It apparently went up far enough to reach the legal department. If he keeps thinking like this, he'll put himself in a very bad position.

Posted by: Mr. Glass

So does anyone have an official word as to whether or not this is still gonna be in effect for market 42?

We had about a week grace period, and last I heard, our ARSM starts enforcing it tomorrow.

Posted by: Stea1th

Quote:

Originally Posted by LUNDiS

Yeah, there hasn't been any word about it being pulled...

Posted by: colione

Quote:

Originally Posted by Stea1th

Yeah, there hasn't been any word about it being pulled...

There was an email sent out, it may have been only to managers. I saw the email, and it looked legit. If you have a problem with it, contact your steward or the union office.

Posted by: Stea1th

What did the email say?

Posted by: k.heiner

Not to point anything about any individual, but it seems that it might affect the person that uses their phone for more than company use (i.e. personal use) more negatively than anyone else. We have people at my store that scratch out their number on COU and have the phone settings such that if the caller is not in the contact list, the call is auto denied. To me, that's misuse of company property.

We sell connectivity, and if we aren't well connected we're driving a ferarri selling hyundai.

Posted by: colione

Quote:

Originally Posted by Stea1th

What did the email say?

I don't have the exact email in front of me, but it came from Ross and quoted legal reasons as to why they can't have this policy. I'll see if I can get a copy forwarded or something.

Posted by: Stea1th

Quote:

Originally Posted by k.heiner

Not to point anything about any individual, but it seems that it might affect the person that uses their phone for more than company use (i.e. personal use) more negatively than anyone else. We have people at my store that scratch out their number on COU and have the phone settings such that if the caller is not in the contact list, the call is auto denied. To me, that's misuse of company property.

We sell connectivity, and if we aren't well connected we're driving a ferarri selling hyundai.

You have to be pretty blind to think that reps don't use their COU line for just
"work". While I will agree it will effect mostly reps that use it also as their personal line, but it will also effect them in more ways. COU lines are used to
communicate with each other inside and out of work. A Rep forgets to leave
their numbers or if X customer comes in and there is a situation where
the rep needs to be contacted, that could cause a problem..it's a stupid
move that can cause issues. I understand that higher ups need to
hit their quotas, and that's understandable. We all have quotas..but a
move like this is, like said before, is a slap in the face. We're not kids..we don't
need to be treated like one and have something taken away because they
want us to do something. This brings down team moral ...

We can all post back and forth on what is right or wrong..and it probably
won't change anything. I just feel this isn't the correct way of managing.
What do I know..I'm a rep, I guess I have a biased feeling on it.

Posted by: colione

Quote:

Originally Posted by Stea1th

Your wrong about our posting back and forth. It did draw the attention to the issue and the legal department killed the idea.

It is a very wrong decision, and not very well thought out. Hopefully we won't have to deal with anything popping up similar to this in the future.

Posted by: Stea1th

If this is true, ill be very impressed and will stand very corrected.

I take back is going back and forth, I do enjoy these discussions very much.

Posted by: Stea1th

Seems they are still doing it according to this morning conference.

Posted by: dalynqwent

lol. Sounds like a conspiracy.

I have heard of certain markets ARSM's coming to the store and taking COU's for a week or however long it takes to get features above 20. Sucks, but hey, can't use unlimited text messaging if you can't sell it lol.

Posted by: LUNDiS

Quote:

Originally Posted by Stea1th

Seems they are still doing it according to this morning conference.

yup, here too. starts next friday, apparently. id love to see this email, but obviously for legal reasons im sure it cant be posted here. my managers recieved no such notification about this. i have already warned them, that if the company wants to threaten me, ill threaten right back, and hand in my immediate 2 week resignation notice.

k. heiner, those people should be FIRED, not have their cou's taken away. i use my COU for personal use, but i ALWAYS answer customer calls. even on my day off, i answer it 90 percent of the time. and if i dont answer, i return the calls! i WANT my customer to have my cell phone number. i WANT them to come to me, and me alone. i WANT to be thier main source if information. NOTHING BuT GOOD COMES FROM THIS!

Posted by: colione

What local are you guys in where it still being implemented?

Posted by: JustJoe

This is alive and well in Market 42 (Local 1101). A friend of mine from my old store said that he got "the threat" the other day. I'm well on the safe side thanks to my high volume of Blackberry sales..

Posted by: LUNDiS

you PM'ed me what local i am, i think you said 1101?

Posted by: colione

yea. Did you contact the office like I said?

Posted by: LUNDiS

no, i didnt, i dont know what i should ask or say. as of right now, im ok, but BARELY. my accessory numbers are barely eclipsing the minimum. even with over 50% blackberry, my feature numbers are around 25, so im ok there. to be honest, i really dont feel like fighting this one. if they wanna threaten me, and take it away, im just gonna leave, plain and simple. im tired of fighting disrespect.

Posted by: ryan1996

I spoke w our union rep. and I know that she had adddressed this w the Company and is going to take this as far as possible.

QUOTE=JustJoe]I got an email from management yesterday (well, 2 store managers) saying that upper mgmt is threatening to take away any rep's COU if their feature attainment is less than $21/opp. Yes, I know they can do this at any time and for any reason but geebus this is getting ridiculous. Is this going on in other markets (Empire here) or just a local thing?

Looks like if you are an SSR say buh bye to your COU.[/QUOTE]

Posted by: Mr. Glass

This thread is now on Digg:

http://digg.com/business_finance/AT...e_s_Cell_Phones

If this issue matters to you and you'd like to bring more attention to it, please "digg" it. If enough people digg this thread, it will become front page news on the digg website, with an audience of millions.

If you do not have a digg account, you can create one here:

http://digg.com/register/

Posted by: JustJoe

Quote:

Originally Posted by Mr. Glass

This thread is now on Digg:

http://digg.com/business_finance/AT...e_s_Cell_Phones

If this issue matters to you and you'd like to bring more attention to it, please "digg" it. If enough people digg this thread, it will become front page news on the digg website, with an audience of millions.

If you do not have a digg account, you can create one here:

http://digg.com/register/

WHAT HAVE I DONE?!?!?!?!?!?!?!?!?!

Posted by: colione

O.... I have the email! I'm forwarding it to the chief steward for market 1101, so contact the local office if you have a problem.

Posted by: colione

Ok, a union rep from NYC (1101) now has the email and is moving forward with it. It's something they've been working on and this email will make it all that much easier. If you have any problems call the local office. Keep us updated!

Posted by: LUNDiS

Quote:

Originally Posted by colione

Ok, a union rep from NYC (1101) now has the email and is moving forward with it. It's something they've been working on and this email will make it all that much easier. If you have any problems call the local office. Keep us updated!

YOU ARE THE MAN!!! thanks a lot bro. ill keep my ears and eyes open to hear if my local managers get it, but i expect my area manager will keep it quiet, as this person is BIG on politics, and SMALL on good decisions.

Posted by: k.heiner

Quote:

Originally Posted by Stea1th

You have to be pretty blind to think that reps don't use their COU line for just "work". While I will agree it will effect mostly reps that use it also as their personal line, but it will also effect them in more ways. COU lines are used to
communicate with each other inside and out of work. A Rep forgets to leave
their numbers or if X customer comes in and there is a situation where
the rep needs to be contacted, that could cause a problem..it's a stupid
move that can cause issues. I understand that higher ups need to
hit their quotas, and that's understandable. We all have quotas..but a
move like this is, like said before, is a slap in the face. We're not kids..we don't need to be treated like one and have something taken away because they want us to do something. This brings down team morale ...

We can all post back and forth on what is right or wrong..and it probably
won't change anything. I just feel this isn't the correct way of managing.
What do I know..I'm a rep, I guess I have a biased feeling on it.

It is not crazy to assume that people will carry a personal device to facilitate their personal calls, and a business device to facilitate their business calls. If you ask your union rep about how you should and shouldn't be using your COU line, they will explain to you exactly what you know to be true... Now to think that they will be so controlling as to monitor what is personal and what is not, that's naiive. It's the employees that have their phones such that ONLY non-business calls can be made to come to their attention.

I will admit that I have conducted calls from my COU, and I don't like carrying both phones. It wouldn't bother me to leave my COU at work, I just think from a business aspect of things, if we're selling the mobility of the office environment as our flagship, we had better be able to show how well it can work...

I think it's provable that losing your COU would inhibit your ability to sell more, and for that reason I would say that you could argue your way into keeping your COU line on you.

Posted by: dannajarrard

just sale more features!!! i work for an indirect company and our per opp is number one in the nation. over $55/per opp.. it can be done.

Posted by: DonATcentral

Quote:

Originally Posted by dannajarrard

just sale more features!!! i work for an indirect company and our per opp is number one in the nation. over $55/per opp.. it can be done.

Same here, I'm an indirect dealer and have an average of $40 in features/per opp, my lowest in a while was $36, still pretty damn good. Road side and early nights/weekends is added on to practically every account. We make our own 'custom plans' which include different features, all of our 'plans' include at least $10 minimum in features. You have to be creative, and more importantly you have to be a good salesman.

Keep those numbers up and your jobs -respectively- will never come into question. Hell, if they respected you one bit instead of trying to take things away, you'd be in the position to ask for more. I'm in the same line of business as you guys and selling the same products/services, just indirectly; I'm a retail agent. I don't have a cou, and I certainly don't have the union to back me up, but you know what? At&t loves me. Over the years that I've been working with at&t (around 7 years now), they've (my different reps) given me countless free 'demo' lines, ANR's galore, all kinds of cool spiffs and goodies... They love me. Sad to hear they don't treat their employees the same.

Posted by: k.heiner

Quote:

Originally Posted by DonATcentral

Let's not get into the discussion of COR vs INDIRECT, but I have seen some shady things where the BAN comp code is changed each time an INDIRECT sales rep touches an account. I do agree that it's a great idea to create custom plans, and I wish we didn't have the brochures that made it so confusing to show customers what it's like for a customized setup. (it ends up being a situation where you just keep saying "To get that, you pay x$ more, plus the already paying more, and then some more payment on that.")

If I can avoid the collateral, I do. It makes it so much easier to tailor a plan where you can't say "no" to early nights and weekends because who wants their minutes to start at 9pm when they have the option of 7, (and don't know the exact cost difference). AT&T has competitive minute plans with early nights and weekends.

With regards to the free demo lines and perks to being indirect, we get that out of the gates, on day 1. So asking for more, you've got to be a top sales rep... and trust me, multiple "cou" lines speak to an extreme privelidge. An AIRcard, and a COU designated blackberry alongside a "personal" cou have been awarded to reps in my immediate vicinity. I guess they're giving this guy the COU lines they're taking from everyone else under-performing.

Posted by: crazyfishinut

Cou lines are a very interesting subject. I have 2 Cou lines. I have had these since the very begining of my employment. I have one PDA and one phone. I have heard that the company is discussing taking away the second line. All the new hires in my store are only getting one line. We do not get to choose what devices to use. Furthermore, getting a new device is out of the question. I have a Sync (Cingular branded) and a Blackjack(cingular branded). All the new hires in my store ordered their phones on the COU website and can go in and submit for features, however my 2 lines are listed under my RSM. Like I said interesting subject.

Posted by: LUNDiS

so...indirect is slamming features to get to those numbers. that explains a lot.

anyway, back to topic...

3 people in a neighboring store had their phones taken away within the last few days.

Posted by: JustJoe

Wirelessly posted (SAMSUNG-SGH-A737/UCGI3 SHP/VPP/R5 NetFront/3.4 SMM-MMS/1.2.0 profile/MIDP-2.0 configuration/CLDC-1.1 UP.Link/6.3.0.0.0)

This is one of those 'I miss the Blue days' cases. I had my GAIT employee line, dependent line, a test/demo account in my name and my discounted personal service. And as long as the bills were current noone said a word to me. COU is a blessing and a curse. I'm actually going to set up a T-mo account just because I don't want the company to control my life.

Posted by: DonATcentral

Quote:

Originally Posted by LUNDiS

so...indirect is slamming features to get to those numbers. that explains a lot.

anyway, back to topic...

3 people in a neighboring store had their phones taken away within the last few days.

Slamming features? What's that supposed to mean? What explains alot? Nonsensical, you confuse me. I have my own store, and my own employees, and do things my own way, but hey guess what? I do better numbers then some COR stores in my area (my reps tell me). I'm in market 42 (NY Metro), so to be doing better than some COR stores is phenominal. Don't be mad because I'm a better salesman than you, and do more numbers. Slamming features? If you're insinuating that I force them on or 'sneak' them on accounts then I'll tell you flat out that I do not. I tastefully include them with the voice plans and create my own 'custom' plans. I never understood the lack of respect agents recieve from At&t employees, not all of you, but most of you don't like us. Is it because we do things our own way, with little/no consenquence? Is it because we make way more money than you? I know I pay my employees more than At&t pays theres. Is it because I have more than 5 personal demo lines that are never taken away from me when I'm a bad boy? Oh I see, since you don't know how to convince a customer they need $30+ in features, then you assume that anyone who does is dishonest or pushy. Bottom line is this, my customers love me, I make tons of money, I have my own store, and you're jealous. Don't hate. Long live the agent channel.

Posted by: k.heiner

Quote:

Originally Posted by DonATcentral

This is childish; for one this thread isn't about CORvINDIRECT.
Secondly, I don't doubt that you sell features, but we get detailed reports showing what is sold, flipped, upgraded, downgraded based on whichever corporate rep we choose. There are very few that are consistently at $55+ in features NET REVENUE, and that's where doubts are arising.
I don't think it's fair of you to assume that you're making more money than the rest of us, or that you're better, or that we don't individually have customers that are devoted to us. I think part of the reason that there's an animosity against INDIRECT reps is this very attitude. Keep in mind that we also deal with the customers that weren't treated properly in the agent stores, and their accounts have some funny things going on with them. (I.E. BAN level comp code changes with crazy features for an old lady who has a question about how to dial her sister in New Jeresy). If there ever is an issue with customer support, it's rarely supported by Indirect and the customer then comes to AT&T COR trying to figure out why "The other AT&T store didn't help at all." Ideally we could all be sales channels, and I think that's essential to indirect success.
Back to the topic at hand, the COU is a privelidge, and not some Godgiven Right. Many COR agents have grown to use it as their only line, and that's where the issue arises. My ARSM offered me a personal COU line as a sales prize, and in hopes that I would stop carrying my Verizon phone with me to work, I respectfully declined. There are people within COR stores that aren't even close to this problem, and for the most part, it's the people that aren't asking for the sale (which in the eyes of the higher-ups, is their ONLY job.) If you were to start slacking in your store, you wouldn't budget 5 COU lines either, and you might have to penalize yourself with 4. (Why do you need so many cells anyways?)
In no way am I trying to offend anyone, I am just stating obeservations made throughout my time with AT&T. The Indirect "Issue" has improved a lot since AT&T MANDATED that all authorized dealers state as such in their signage "PARROT AT&T." Hopefully this clears a little perspective from the other side, COR. Happy selling everyone, the last days of the month are always fun.

Posted by: Always Mobile

We used to have 2 cou's. One was a data device and the other ptt. That latter one was taken away months ago.
I am one of the few people in my store who has a personal account.
I carry my private line at all times and my cou when in the store. Very rarely do I take it with me when I leave for the day. My coworkers know how to reach me as does my boss. Honestly, there aren't too many customer calls that can't wait until the next morning for a call back. If the company wants to take my phone, fine. Maybe the store managers can start answering it? Should I cross it out on my business card?

We are given two erp lines for those personal calls. Why take advantage of the cou lines and mess it up for people that use it for what it's designed... business?

Posted by: JustJoe

So, after finishing a mostly good month which involved me being the store's "Top Dog" I had an "abyssmal" June 1st.

6/1- 5 Opps. 2 Prepaid (SIMs only), 1 Aircard, 2 iPhones that activated. How do they expect me to sell $40-50 in accessories on an aircard? Same thing on the SIM only prepaids? Those things are a revolving door for me anyway. We have a ton of tourists pass through... I did get $170 in prepaid PIN revenue. I did sell a bunch of accessories, but it looks like crap because DSR says I had 5 opps and my co-worker only had one opp and a ton of accessories.

6/2- Off day but I had 1 opp.

So today I'm sitting at $15 in accessories and $14 in features. I was in training for a majority of my shift so no chance to increase my numbers. Email went out yesterday saying we have until Wednesday to get numbers up before COU disappears.

I'm done....

Posted by: colione

Quote:

Originally Posted by JustJoe

So, after finishing a mostly good month which involved me being the store's "Top Dog" I had an "abyssmal" June 1st.

6/1- 5 Opps. 2 Prepaid (SIMs only), 1 Aircard, 2 iPhones that activated. How do they expect me to sell $40-50 in accessories on an aircard? Same thing on the SIM only prepaids? Those things are a revolving door for me anyway. We have a ton of tourists pass through... I did get $170 in prepaid PIN revenue. I did sell a bunch of accessories, but it looks like crap because DSR says I had 5 opps and my co-worker only had one opp and a ton of accessories.

6/2- Off day but I had 1 opp.

So today I'm sitting at $15 in accessories and $14 in features. I was in training for a majority of my shift so no chance to increase my numbers. Email went out yesterday saying we have until Wednesday to get numbers up before COU disappears.

I'm done....

What market and local are you in? Those prepaid opps shouldn't count against your feature ratio. The laptop they could have an arguement for since you can technically use text messaging (and sell a feature for) to the customer along with insurance. I'm not attacking you here (those that know me know i fight for what's right), but that'd be 25.00 in features on the laptop if sold with the "recommended" features.

Bottom line, this COU crap was supposed to stop (in my market, but apparently it's going on in other markets still).

Posted by: JustJoe

Quote:

Originally Posted by colione

What market and local are you in?

Bottom line, this COU crap was supposed to stop (in my market, but apparently it's going on in other markets still).

I'm in Manhattan, so 1101.

I've got my own grief going to the Union already (fighting for quota adjustments in January and commision issues in April) so keep fighting the good fight.

Posted by: NoLimitz80

Looks like its going to be starting in WI.

I don't know when and I don't know all the details but I just heard some higher ups discussing it. I gave a lil of my .02 cents on it and that was it.

Posted by: smg1976

Quote:

Originally Posted by colione

The brand-new flip chart includes pricing for the laptop connect as: $80 for text and web, and $60 for just web.

Posted by: colione

Yea they want to push messaging on it now. Even though you can use the instant messanger programs for free... Go figure.

Posted by: smg1976

Quote:

Originally Posted by colione

Yea they want to push messaging on it now. Even though you can use the instant messanger programs for free... Go figure.

Yeah, but I wonder if it's like using the net on the phones-messaging is PPU, unless you have a package, if you use the IM built-in on the smartphones. For example, if you use IM on a Tilt, each response is considered a text message. Or at least that's how it's been explained to me. Even though you have unltd data, it's still an SMS.