petera@utcsri.UUCP (Smith) (06/20/86)
> > >...I wonder when the last time John Roach walked into (a computer > >center) and posed as a customer?... > > You might have meant that in jest; however, just such an event has > apparently taken place at many RSCC locations recently. > > According to a report I received (second hand, I might add), Roach > randomly walked into several computer centers across the nation, and, > according to the report, was absolutely infuriated to see "horn rims, > pimple-faces, and tennis shoes" (quote paraphrased, again, second-hand). When I go into a radio shack store to buy software/hardware I do not care if the guy has a suit/tie or is wearing a kilt and tennis shoes as long as he/she gives me correct information. Or at the very least admits to not knowing and will find out and get back to me. Too many times I have been given wrong information buy suited salesmen. Quite frankly I'd rather deal with the pimple-faced kids that know at least a little about computers. The best thing RS can do is to educate its salespeople, not enforce dress codes. Peter Ashwood-Smith University Of Toronto.
root@ozdaltx.UUCP (root) (06/26/86)
When I wondered out loud if John Roach had ever posed as a regular customer in one of the RSCC stores, I was really refering to the level of (in)competence so often demostrated by the sales people, AND managers as well. True, you can take any clown off of the street, put him in a Brook's Bros. suit and he is going to impress someone! - - - until he opens his mouth! Don't get me wrong, there ARE a FEW good people in the organization. Usually considered "mavericks" or "mis-fits". Again, we are back to the typical corporate mentality. In that the head honcho has all the good intentions of providing great products, fantasic service, etc., etc., etc. (The road to HELL is paved with good intentions - Anon.). But then the bureaucratic politics come into play. So many of the 'underlings' are to busy empire building and nest-feathering, that the directives are enforced only on the surface. A prime example was when the Tandy ATSO (Area Training and Support Group) was started.... As I was being interviewed by the group supervisor and his boss, I kept thinking, "Oh boy, They're finially getting it together....". (I was a store CSR - Customer Service Rep. at the time). Amid the flowery descriptions of: - how we were to be dedicated to supporting the customer and their problems, - The customer comes first, above all else. - that the ATSO WAS NOT to be considered as a profit generating arm of the company - how all this wonderful talent could be concentrated together so that each person could specialize in his/her own area, (OS, accounting pkgs, DBMS, etc.). - We would be able to recieve upto date and timely information from "The Towers" to help us help the customer. - The Tandy open door policy. (It's difficult to compress two hours of conversation into a few lines, but, I think you get the picture). Within 90 days we started hearing both in directives, (memos by the TONS!) and our supervisor: - We need to cover at least 25% of the ATSO costs...push on site help. (at $30.00/hour - 2 hour mininum.) - You're spending to much time on the phone. If you can't help them within 5 minutes, sell them on site. - We need to cover at least 50% of our costs....... - Is this a "bug" in XENIX? Why havn't we been told?? Call who in Ft Worth?...I did, they're not sure either..... - We are going to start doing data base projects for extra revenue, I want two 'experts' in filePro by day after tomorrow! - Don't worry about manning the phones, we'll put the extra lines on hold. you answer what you can, everyone else is out teaching classes or on site. - Our rate will be $40.00/hour starting..... - Since you (2 people) are our XENIX 'gurus', I also want you to know the General Ledger, Accounts Receivables, Order Entry, Inventory Packages. As well as, Profile, UNIFY, Scripsit and any other packages that we have that run on XENIX with in the next two weeks. You'll be tested! - Your raises will be based on productivity. Productivity is based on the revenue we bring in, so we need to cover at least 75% of our costs. - No, I'm sorry... Ft Worth hasn't called me back yet, and their line has been busy. - You can't tell them on the phone how to set up a terminal, sell them an on-site, and see if they purchase a Maintainence Contract. - How soon can you have an Advanced XENIX course put together that we can sell to customers? - 3 WEEKS?!?!?!?!? Do it in 2! - Chicago and Houston beat us in sales AGAIN! I want to see us at the top of that list next week! - We don't do anything with 'C' here, but can you learn COBOL? - Guys, Our evaluation will be in December, We have to BREAK EVEN! I want you to go to each of the Computer Centers and get a customer list. We'll call them and see if we can _sell_ them on some extra training. - I want each of you, (6 people), to start bringing in $500.00 a week or ...... - What do you mean I'm not supposed to call on this number? You're Customer Support, aren't you?!?!?! - You know more about XENIX than anyone else here, why can't you learn the Accounting Packages too? By the way, your sales reports are a week late, and I want your phone report Saturday. How are those two extra projects comming? Don't spend a lot of (ATSO) time on them. - etc., etc., etc.......Last straw! Now, add on top of this, a manager that was never around and kept hours a banker would be envious of, and a second-in-charge, that had the nasty, annoying habit of berating and "tattle-tailing" on his fellow workers, (and more), memo upon memo, most of which conflicted with each other. and all the while, the constant undertone of "PROFIT, PROFIT, PROFIT". Not ideal working conditions...... Oh, yes... The famous "Open Door" policy... sounds good until you try to use it. "Why did you go over my head? It makes me look bad!"... "Have you talked to (underling) about this?"... "Sorry, That's not my area..."....etc.... If this sounds familure, I don't envy you. If it sounds hard to believe, It can be backed up. But, I think the above shows how a great idea can end up so corrupted that the end result holds no resemblence to the original intent. Corporate (lower management) aggression carried to the extreme. Tandy makes a fine line of products, but like so many other larger corporations, things fall apart at the lower levels. How many "experts" are going to work for $4.25/hour + a commission (sometimes)? No many! 'nuff said. Scotty ...ihnp4!cuae2!ltuxa!we53!sw013b!dj3b1!killer!ozdaltx!root DISCLAIMER: "This system is mine, so this really isn't necessary!"