Business Week sent a couple of its own “secret shoppers” to some Wal-Mart stores to see how their new customer service initiative was faring, and found that the employees they spoke with not only didn’t care, but really wanted customers to know this. Said one employee, “If Wal-Mart doesn’t care for me, why should I care? There was this horrible smell in the store the last two days from some overnight spill. They did nothing about it. It got so bad that on the second day the fire department came by and we all had to wear masks.”
For Sprint, life with Gary might be bad, but who knows how much worse it could be without him? That’s the rationale keeping the shareholders from replacing the CEO, asserts an internal Sprint source.
Sprint employee bonuses this year were reduced to nearly zero, while executive pay remained untouched, according to an inside source. The demoralizing effect of this pay cut undoubtedly contributes to the cellphone company’s substandard customer service.