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12.19.2004
The IntroToday at work was a slaughter. As the Christmas buying season reaches its peak, our first fiscal quarter for 2005 comes to an end on Christmas eve. We have multiple bonuses to strive for (in the areas of A) overall amount of sales, 2)volumes of iPods shipped, and C) an extra bonus for selling $500,000 a quarter). Currently, the only four people within striking range of $500,000 include (names omitted for legal reasons) a lady who handles a lot of business transactions (who will be referred to as Big Red and not necessarily because thats the color of our holiday shirts), an intelligent video/graphics guy, myself, and another guy who also has a production company. The lady, whos subject that todays entry revolves around, recently made her personal $500,000 goal leaving room for her to back down from sales and give the rest of us a chance. The Customer There was a gentleman who had came in today to look at a G5 system and had talked with many of the Mac Specialists. Discussing it with the lady, the video/graphics guy, and me. He was indecisive for most of the sale. He asked me a few questions and I began showing him some of the features and answering his questions in regards to networking the machine to a Windows-based network (of which I have some experience with my own systems at home). Big Red came over (after I had been discussing this for about 20 minutes or so) and would not leave (though she has holding merchandise that belonged to other customers... i.e. she was in the midst of helping other people) and refused to leave and hinted for me to take a hike ("Oh its starting to get busy out there. Why don't you help out on the floor?") but I stayed the course, discussed the ideas with the gentleman and eventually helped him to firm up a decision of a 23" Cinema Display and a Dual 2.5GHz G5. The Blood Splattered Mac Specialist As I was in the stockroom preparing this system, Big Red came back and began to inform me of how unfair this was that I was stealing her sale and how she had spent over two hours with him earlier (quite unbelievable in my opinion) and I responded with "Well since we both talked with him and a lot of other people did too, then let's just give this sale to the store and not a specific Specialist." Keep in mind that we are not on comission, just the aforementioned sales goals. She continued to argue about how it should be her sale and finally two of the managers came to the back and asked what was going on. The Store Manager said, "You've met your goals for this quarter and you agreed to back off sales to let other people have a chance as well," to her and she responded with "Whatever" and walked out. So I rang the sale up under my name being that I was the person who helped the customer not only make a final decision, but further prompted him to deciding what the best solution was for him (removing two items that would have increased my revenue but been a waste for his needs). The Evidence After the smoke had cleared, I discussed parts of the situation with one of the assistant managers and with another employee. While not seeking anybody to take sides, I felt very intruded upon when she came back and continued to interrupt me and the customer to make the sale hers (which has happened before on many occassions). As I had learned after speaking with the other guy who had talked with them, they were already frustrated with her because she had not been able to answer their questions. Not only this, but I know that Big Red has had her goals set on high revenues this quarter because there was an incident several days ago where a PowerBook was sold to a customer but he opted to not go with AppleCare. However, when he came in, she was going to sell him AppleCare, but instead of selling the Enrollment Kit (that you take home and register), she was going to register it to him in the store (which effectively meant that she would have returned the purhase of the PowerBook and resold it... AppleCare included... and most likely under her name). For going to that much trouble, what do you think she would have done? The whole oredeal lasted over an hour because the original purchase was made using the Apple Credit Loan (which involves different paperwork). Returning that PowerBook stole the sale from the original person and re-ringing it putting it under her name increased her revenues. The Aftermath At my job, we have a system in place called Fearless Feedback to allow us to be able to assume positive intent and be able to have at-ease feedback with fellow employees should such a need arise. An "open-door" policy of sorts to allow us to discuss our frusterations, she spoke with me after we had closed to once-again express how she felt this sale should have been rung up under her name. She also expressed how she has added stuff onto my sales before and never rung them up under her name, but always maintained my sales. Additionally, she helps me out a lot by completing my weborder business sales in the back (a job that she specifically wanted to take on because she feels she can create her own full time position doing small-business related activities) and that she was going to speak with our Store Manager about giving her weborder sales to me to help me reach $500,000 (which was a lie otherwise she would have brought it up already... not just something at the end to make me feel bad). My counterpoints were the issue with the PowerBook (to which she said she did not ring that under her name at all, yet, being that at that point in time, neither she nor the customer knew who originally got credit for the sale meant that she could not have given the sale back to the original Specialist when she re-rang it and it would be highly unlikely she would have just given it to the store when she has outright expressed a desire for large revenues this quarter). Showdown At The House of Blue Leaves The one thing that really steamed my clams was on top of that, when I looked at the schedule for the day, they had divided everyone up into different areas to watch (to prevent shoplifting) and when I had looked at Big Red's, she was scheduled to be a cashier for the bulk of the day. Ironically enough, she never would ring people up. Everytime she did, she would always try to look for somebody else to take over for her on the POS so that she could go out and make more sales. What a salesperson. Go and put together a system for some one... then hand them off to somebody else to ring up while she goes and grabs another sale. frusterbated boi [
7:22 PM ] |