Authority

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.

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

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?

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?

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! :)

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

Nah,  you're cool.

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.

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?

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

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.

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

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.

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

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

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?

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.

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.

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.