I apologize for this going to the few of you that are consistently
receiving good survey scores....BUT, the low scores this month are
ridiculous!. With the ranking process the way it is now, the surveys and
the amount of 10's...are the #1 reason for either your increase or decrease
in work. The survey's stand as they are reported, they cannot be changed,
so the responsibility of the score inevitably is on the installer.
Receiving anything under a "9" on an HTI or plasma survey is literally
going to cost you work, The goal needs to be 10's...and quite honestly,
anything under a 9, is not acceptable. You need to understand that a score
of under 6, takes your average down so far, that it will be difficult or
impossible to raise it by the end of the month. We have seen 1's and 2's
several times this month. Effective immediately, if your company continues
to receive scores under a 9......I will immediately lower your capacities
and eliminate you from the store that received the poor survey. Obviously,
if that doesn't stop them, I will be forced to completely deactivate you
from Circuit City. History shows that each of you are capable of 10's...but
something has caused them to slip in the past 2 months. This is what we
are seeing again!
1) Tech was very rushed and didn't give a good explanation.
2) Tech told me that I didn't need the cables I was sold, and had me
return them..( terms for contract termination)
I can only stress that it is my responsibility to attain the highest
customer satisfaction...through either my existing vendors...or by the
hiring of ones that will. Please get with your techs and staff and explain
the sudden decrease and the impact that it will soon have on you as a
company.
I am open for comments.
Robert Sessions
Circuit City Stores, Inc.
Area Installation Manager
Who wants to work for these guys?
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