Customer Feedback Discussion Board

Authority

AdamO — Thu, 13 Aug 2009 03:09:33 GMT

Well, we're working on the two credit card payments for one item, with zero interest thing.

And, we done got the store's torque wrenches back on their hooks.

Authority

AdamO — Thu, 13 Aug 2009 03:08:15 GMT

I got TWO dogs (Yellow Labs) and the neighbor has a Donkey (which is close to a Pony).

What's the show?

All the dogs do is bark at the Donkey.

And, all the donkey does is just stare at the two dogs and flick his ears back and forth.

Do people pay money for this kind of show?

I think the dogs think they're barking at a BIG dog, over to the next yard.

Authority

AdamO — Thu, 13 Aug 2009 03:04:56 GMT

Never give a direct statement or commitment!

There are simply too many rungs on the monkey-bar, where one's handshake can loose grip of the bar and the whole deal falls onto the sand, with hopefully no chards of glass coming up at you through the sand.

Qualify. Qualify. QUALIFY!

And, keep that notebook of 800 numbers and eMail addresses handy, at ALL times during one's shift.

Umm...

I can GIVE you the eMail address.

But, Sears doesn't give Sales Associates no eMail accounts or business cards...

Authority

AdamO — Thu, 13 Aug 2009 03:01:00 GMT

Ah!

I got an answer on the "volcano" post.

"Customers don't really notice a smooth running process. They pay attention when something goes wrong and is quickly corrected."

What?

I read it in a retail forum some where.

So, if something goes wrong and has to fixed, that's better than everything going right?

Again, Customer Cares is just an Awesome group, for fixing the gone wrong stuff.

For my part, I'm going to have to go with the "Do It Right the FIRST time" methodology.

That's why the whole department is going to the Delivery and Installation training, 7:30 AM this Saturday.

We'd rather have happy/bored Customers, than unhappy/upset one's.

I think the old term was called; being Proactive.

If it means making more Customers happy with my efforts, I'm up with give'n part of one of my days off.

But... There will be "questions".

Authority

AdamO — Thu, 13 Aug 2009 02:52:01 GMT

The most frequent answer I get, when straight shooting, is; "You obviously need some more training" - from the Sears Help Desk folks.

Guess how often they get questions asked by me to them?

OK.

I done took all of the Computator based courses.

Sound playing would have really been great on some of the courses.

But, they was all taken.

We is all try'n to learn more about the Internalnet, when Customers are not on the floor, so we can sell stuff the store doesn't have.

Those new 22 inch LCD monitors look so pretty...

Or, lookup parts for Customers, that the store does not carry.

Or, make sure a part the store does carry is the correct part for the Customer to purchase and use.

And, the terminals is where we can access them THREE pages of performance metrics and check to see if any NEW training courses have been added to the list of what we gotta take.

Oh!

I got my Ask Me About Craftsman Reward points button.

I like... flare.

I wonder what kind of Craftsman metal ornaments are going to be offered this year?

I got the Craftsman Chopper ornament off of the Internalnet - on sale.

Umm...

Great ornament.

But, not substantial enough to survive long, being worn by me.

Authority

worldweary2 — Sun, 09 Aug 2009 17:50:22 GMT

You may also want to read the Sunday NY Times book review. There are two excellent new books about our current fiscal situation, and the roots for which that were planted about 40 years ago. "A History of risk, reward, and delusion on Wall St.", promises to be a good read. Someday, if you are ever fiscally evicted from your hometown by the sinfully rich, by way of 'de pecuniae' segregation, maybe you'll understand...

Authority

worldweary2 — Sat, 08 Aug 2009 23:50:06 GMT

Becoming exorbitantly wealthy DOES make other people poor.

It's called "disparity".

When the top 1% own 40% of the wealth, being rich DOES MAKE OTHER PEOPLE POOR!

Someone needs to take basic economics over, and do some serious research on the effect of supply and demand.

You live in MA, so healthcare isn't even a massive worry for you.

WAKE UP!!

Authority

madgolfer — Wed, 05 Aug 2009 03:11:50 GMT

Without anonimity(sp?), i don't expect much more than a bunch of warm fuzzies from Pebble.... not that there's anything wrong with that .

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workaholic — Tue, 04 Aug 2009 07:10:09 GMT

I would agree that employees need to be able to express their concerns when something doesn't make sense or when they have a better idea.--seems like those at the top get a lot of smoke blown their way. I can tell you from experience in the last two weeks--they are listening and making things happen.

Authority

BlueCrewGuyInMA — Tue, 04 Aug 2009 02:19:57 GMT

Why do they only do the bad ones? Our store only reads the good ones out loud (praise in public, coach in private). Your manager should get a clue if he/she thinks that focusing on the negative will garner positive results. Come out to our store. We could use you, and you'd enjoy it more. :D

Authority

BlueCrewGuyInMA — Tue, 04 Aug 2009 02:18:02 GMT

Yeah, I saw pebble the other day, and was a little confused, but it appears to be kind of like this site, but for employees to do what customers get to do here. I'm fascinated to see what comes of it, and will be watching intently (and, soon, participating).

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BlueCrewGuyInMA — Tue, 04 Aug 2009 02:16:33 GMT

Well, there's simple, and there's ambiguous. If one leaves wiggle room for misinterpretation, there WILL be misinterpretation. Many people consider being thorough and specific in use of language and creation of an answer to a question as being elitist, or doubletalking, or trying to be political in an answer. The bumpersticker slogan soundbite short-attention-span era that we find ourselves in has retarded the development of critical thinking and has destroyed the ability of people to have intelligent and thoughtful dialogues. The Bill O'Reilly shoutfest atmosphere that has taken over public discourse has made gotcha questions the norm and has made answers other than "yes" or "no" proof that the questionee is trying to evade the question. Hopefully we'll be able to once again have discussions that aren't based on "louder is righter" and "you're a monster if you don't share my opinion." Hopefully.

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BlueCrewGuyInMA — Tue, 04 Aug 2009 02:05:27 GMT

Becoming rich does not necessarily make others poor, any more than being healthy makes other people sick.

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goodole312 — Tue, 04 Aug 2009 02:00:28 GMT

remind me to come out to MA and kick your butt

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madgolfer — Tue, 04 Aug 2009 01:43:21 GMT

Goody, I figured you are Eddie!

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madgolfer — Tue, 04 Aug 2009 01:21:54 GMT

I think the point Mickey is trying to make is that this site is primarily to resolve customer issues and educate them. Frankly, experienced people at the store level are becoming scarcer and MSC allows an associate like Adam in San Diego the opportunity to assist someone in Maine or Minnesota.

Maybe Pebble is being developed for employees to "shoot straight".

Authority

hdtech1e — Mon, 03 Aug 2009 22:29:14 GMT

When I say straight shooting Im mean not the double talk politically correct mambe pambe lies that people say. Being pc to me is lying instead of being straight forward and saying what you mean. It used to be in america that we said what we meant and we didnt beat around the bush. Word was bond thats what I mean.

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AdamO — Mon, 03 Aug 2009 04:17:53 GMT

Respect my AUTHORITY!

Oh. That's right. I just work in a store/ on the "front lines" of sales.

Nevermind.

I got some 800 numbers you can call.

Is it the weekend?

What time is it here (West Coast)? Cause the center you need to contact is inevitably in another TIME ZONE?

Web or Store purchase?

I think they respect YOUR authority (being the paying Customer) much MORE...

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gulicious — Sun, 02 Aug 2009 05:10:02 GMT

Alright I guess I have some things to add - A lot of this site is dedicated to reviews. Thats right, product reviews. It has little to do with Sears as a company and an employer. Just as Amazon provides a way for people to write about books and stuff they buy - this site aims to provide the resource as well. Customer reviews are one thing, but this is also just a way for ideas to show themselves. I'd imagine this site could be even more helpful by getting rid of discussions altogether and sticking to the premise -

I believe corporate does look at the good ideas and the reviews to find product mixes that work best. To blame corporate for being interested in profit/margin makes no sense - thats what they do, period. I am not even a Sears employee and I am ready to blast them for being the 'worst store in America' but I also think this is a step in the right direction.

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Firsttractor — Sun, 02 Aug 2009 04:30:11 GMT

For the most part, the majority of the "company" people I've "met" on this site are well meaning and I think hoestly trying to be helpfull. Yes, there are a couple who are posting with the intent of comming to the notice of corporate and moving up the corporate ladder (who can blame them their industiness?)

Unfortunately for the "industious" and uscustomers of Sears, corporate does not give a ****.

Their bottom line is cost and profit margin. So, if giving customers some place to blow off steam will cost less than addressing issues and making changes that may create long term loyalty ( but dent the short term profit line), then give the suckers someplace to vent.

Don't get mad--just know what the reality is.

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AdamO — Sun, 02 Aug 2009 04:08:52 GMT

Sounds like your store meetings are more constructive than our store meetings.

To be fair to my store management, its management tends to lean toward the glass half-empty model of motivation.

Like wearing the wrong color/kind of employee badge.

What?

BLUE man. Yours is BLACK!

We'd love... to hear some of the positive CSAT comments.

Authority

worldweary2 — Sun, 02 Aug 2009 01:05:20 GMT

OK, picture this.

You live in a luxurious ten million dollar estate. You encourage, and create disparity with the lifestyle you live. You throw a "charity" bash, eat nice food, invite all your bigwig friends in your clique, and raise two million dollar for charity.

Now, because of your exorbitant lifestyle, you have created the need for charity by creating disparity, and expect a pat on the back for your generosity.

Anything wrong with this picture?

Authority

lillyboo — Sat, 01 Aug 2009 14:09:36 GMT

AdamO said…

CSATS...

Ah, CSATS.

The bad ones get read out aloud for all associates to hear in the morning meeting, right before the store opens.

A real morale booster!

Umm...

They don't read any positive ones.

You all DO write an occasional good thing on them CSATS don't you?

Because all we hear are the bad ones - much like many of the posts on this site.

It is so incredibly refreshing to read some occasional good posts here.

Of course, I find MYSELF writing a few of the good posts.

But, still, they're very good to read.

Now, if only the morning meetings could focus on some of the things the store is doing RIGHT.

Focusing on just the negatives seems RUDE.

At a recent cashier meeting I attended, our cashier lead read aloud various comments that were made on the CSATs, most were actually positive. If there is any kind of verbatim (positive/negative comments) on the CSAT for a specific associate, then that associate has to sign off that he/she was made aware of that comment (a manager would show him/her the CSAT result.)

The negative comments are not used to put anybody down or to leave associates feeling discouraged/unappreciated for their efforts. It helps to come up with ideas of making improvements in certain areas

Authority

goodole312 — Sat, 01 Aug 2009 13:42:11 GMT

well you know the old saying "the beatings will continue until morale improves"

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AdamO — Sat, 01 Aug 2009 11:08:41 GMT

CSATS...

Ah, CSATS.

The bad ones get read out aloud for all associates to hear in the morning meeting, right before the store opens.

A real morale booster!

Umm...

They don't read any positive ones.

You all DO write an occasional good thing on them CSATS don't you?

Because all we hear are the bad ones - much like many of the posts on this site.

It is so incredibly refreshing to read some occasional good posts here.

Of course, I find MYSELF writing a few of the good posts.

But, still, they're very good to read.

Now, if only the morning meetings could focus on some of the things the store is doing RIGHT.

Focusing on just the negatives seems RUDE.

Authority

BlueCrewGuyInMA — Sat, 04 Jul 2009 03:57:53 GMT

Who's not a straight shooter, in your opinion?

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jeeperpilot — Fri, 03 Jul 2009 16:57:27 GMT

Authority in general makes the average person want to revolt in some type of way, that is unless you served our country, then you have a completely different mind-set. Believe it or not, in most cases "authority" and "rules" are set for the greater good of the mass population. However most people do not believe that, but that is what makes this country so great.

Authority

hdtech1e — Thu, 02 Jul 2009 23:12:34 GMT

Thats fair but we need more straight shooters, and then maybe problems will get fixed.

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goodole312 — Mon, 29 Jun 2009 22:42:48 GMT

well with the exception of cleaning up the language i do say what i think

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hdtech1e — Mon, 29 Jun 2009 22:25:38 GMT

I would love to see everyone say what they are truly thinking and not being pc and towing the company line. What ever happened to being a straight shooter?

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BlueCrewGuyInMA — Mon, 29 Jun 2009 17:26:22 GMT

As for the CSAT surveys, I know for a fact that National Customer Relations, and district/regional managers all see surveys when there are problems mentioned in them. I've seen e-mails coming straight from people various branches of the company regarding problems brought up in CSAT comments. We then address the issue (with the customer, if necessary). So, your comments and ratings absolutely do matter, be they positive or negative.

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michelina — Mon, 29 Jun 2009 14:52:35 GMT

Nah, you're cool.

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goodole312 — Mon, 29 Jun 2009 12:03:53 GMT

so im guessing eddies first question is why is goodole312 still allowed to post there

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michelina — Mon, 29 Jun 2009 03:31:13 GMT

Eddie definitely looks at this site and asks lots of questions. Bruce is keenly aware, as well. I mean it when I say it's important to us.

So, no swearing, goodole! :)

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goodole312 — Mon, 29 Jun 2009 03:24:19 GMT

it might show that its actually going somewhere and not just a thinly veiled PR ploy.

actually all but the last line looks like a bunch of bs to cover the fact that nothing really is going on here. which leader ship team? eddie and bruce? some middle manager in a corner office that got the job because he has a 4 year degree but no practical knoledge of what hes dealing with?

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michelina — Mon, 29 Jun 2009 03:08:37 GMT

The site is actively reviewed by our leadership team and many others because we're really interested in knowing what our customers feel about us. We're moving the needle in lots of ways as a result but it might not be reflected in the community conversations. If we ranted and raved about all the cool things we're doing, would it make the community even more exciting?

Authority

goodole312 — Mon, 29 Jun 2009 02:57:06 GMT

yea i have wondered a few times where this site leads to in the company. i know there are people on here that are listed as working for the company but it doesn't really say who in SHC actually sees the info on the site for all we know its all reported to the circular filing cabinet

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michelina — Mon, 29 Jun 2009 02:47:51 GMT

Nicetry, I'm glad you've got high expectations from our community site. It shows you really care.

There are lots of things changing behind the scenes but the community might not be right place to go into the details that you might be interested in. Also this is a site for customers who are looking for advice about the wide range of products and services that we sell. Yes there are some issues that you can clearly read about in our forums but you can see that we're very active in addressing them.

The surveys that you mention are helpful for us to understand what customers are looking for. Are you saying that you'd like to see some of the results of the surveys you might have received by email? If so, I'll see what I can do about that, it's a fair question.

I agree wholeheartedly that customers and associates need to see the changes that are coming and without saying too much here, just be assured that they're on the way!

This site is run by SHC associates with a little help from Viewpoints.

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nicetry — Mon, 29 Jun 2009 02:35:37 GMT

One of the ironies of this site is that no one on this site from Sears has the authority to change the rules "before" the volcanoe erupts, you fix after the fact....I dont see any statements from the "executive branch" from Hoffman. Its a Dog and Pony Show....

iA sad statement but very true....feels this site may be run by the same folks who run the CSAT site ( Link Group) and what ever is done by all the comments surveyed ??? No one evers finds out , they just are wating to get the $ 4,000 gift which their odds are somewhat not published.

Read the comments, make changes, not just meeting your parity numbers per stoe from week to week, customers need to see changes and so do your employees..

its not business as usual but business for the better based on consumer comments...

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