benw@pyuxn.UUCP (B Weber) (03/15/84)
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As one of the poor unfortunates who used to work in a Sears
credit department, a few points:
1) I was surprised to hear that Sears gave people credit with
marginal qualifications (eg, short residence). Sears usually
is very picky about credit cards, but very slow to take legal
action (about 9 months past due). On the other hand, many stores,
for example, Macy's, will give credit to inanimate objects, but
will take you to court at the drop of a hat. Sears works on
a point scoring system; length of residence, age, owning or
renting (but not salary) come into play, with about 10 other
items. Each item earns points, and credit is given usually
only if you pass a certain threshold.
2) I was one of those wonderful people who call you to gently
remind you that your account was past due ("...When may we
expect a payment?"). Believe me, the job is rougher on the
callers than the callees...I have seen callers literally
carried out of the office, crying. Try taking verbal
abuse all day. The policy that did drive me nuts was
that Sears would always follow up immediately on payment
promises. If a customer said he was going to the mailbox
right now, we would call back in a half hour or so and
ask him if he actually did it. Although Sears is
scrupulously legal, this had to come close to
harassment.
3) The thing that I always liked best (hah) about Sears is
that, on every dunning letter we sent out (there was a
set sequence that were sent at regular intervals) there
was always the same message. So, if we sent a letter
to a customer who owed $3000 and never made a payment,
to inform him that we were taking him to court, at
the bottom of the letter was
"Thank you for shopping at Sears"
4) Strangely enough, Sears wouldn't give me a credit card
while I was working there (I was still a college student).
PS: No flames to me about Sears credit policy please; I was just
following orders...I swear...
Sears, where America Sh**s
Ben Weber