I took a trip to a Verizon store to buy a new mobile phone. The trip reminded me of Jack Nicholson in Five Easy Pieces. All he wanted was two pieces of toast. The waitress was less than customer friendly. This also was the folks at Verizon. Here goes:
1. I walked into the store and dutiful registered my presence. I then waited about twenty minutes as the two sales folks go finished with their customers.
2. Then a sales person came to me and "demanded" to see my drivers license. I made my first mistake, I asked "why". She then responded as some KGB agent at the border indicating it's the "rule", but lacking an accent. She now supposedly knew I was who I was and she asked my why I was there. I assume perhaps she may have thought it was for an oil change or some bark mulch. I noted I wanted to buy a new Samsung phone to replace my old one which she held in her hand.
3. Off to the set of phones which I had already perused and I said to her, "This one". Well she was now non-stop. I was being told about improved plans, discounts on phones, monthly charges, but no two pieces of toast. I told her I was here just to but "this phone". She then told me she did not like my attitude. I told her I would write the CEO. She then told me she would get the manager! Gone! She frankly in my opinion was one of the nastiest and arrogant individuals I have ever met. My refusal to play along with her script just drove her to total instability.
4. So I stood there, no toast or phone, waiting I assume for the "Manager"
5. Then after a bit the "Manager" cam out. He wore a light grey crumpled sweat shirt, scruffy beard, gold chain around his neck, full head of black curly hair. An extra from Jersey Shore perhaps.
6. I then said I want to "buy this". He began the same litany as the sales clerk. I said "Stop, I want this" He look shocked. I repeated "I want to buy this"
7. Finally he looked at me and said he did not have it in stock but could send it to me. I said, "Why not tell me that in the first place" and out I went. No "toast" and no phone.
One wonders why Verizon has been performing so poorly. Well to find out just try to get "two pieces of toast" Clearly the company had developed the worst culture and the most incompetent management I have ever seen.
Oh yes and BTW, I was a Senior VP and COO of NYNEX Mobile, the predecessor of Verizon Wireless. I always told my folks, "If all else fails listen to the customer!" Clearly they have forgotten this. I thought of writing the CEO but after he almost a decade at the helm he has, in my opinion and my experience, single handedly destroyed a great company.
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