Staples needs a complete overhaul of their corporate office. They make incredibly stupid decisions such as not carrying computers in store anymore (only BTO), and not carrying the more popular products (such as SONY Vaio Computers, Macs, and MP3 players).
I have seen customer service drop like a stone because store budgets drop to the point where there are maybe 2-3 cashiers on at one time, 2-3 merchandisers, and 2-3 Business Machines associates on at any one time. Its simply not enough.
Management has taken a very confrontational approach with employess over Extended Warranty sales. Merely asking customers for the sale isn't enough for them. No is not an option. Well, unless employees are given an Uzi as a sales tool, some customers DO NOT WANT WARRANTIES!. Now they have come up with the bright idea that if any store misses its goal of percentage of warranty sales then ALL sales people now get their payment on any Warranty sales for that week at the end of the month instead of their next pay check. Doesn't matter if you sold 20 warranties, if noone else sold any the percentage drops below a designated number and you don't see your extra pay till the end of the month. These are workers who don't even make a livable wage in their regular salary, and now they have to wait weeks for their commissions? Am I the only one here who thinks such punitive nonsense is a throwback to the 1900's?
Warranty sales provide 70% profit to the store yet those that actually sell them only receieve 5% of the sale. Now employees will be punished at will because of some percentage some stuffed shirt decides is the magic number. Employees should be given incentives not punishments.
I can go on and on about the mistakes at the top of this company. Merchandising resets that are so bad it looks as if they were designed by a drug addict. Store employees have to fix their mistakes even though they make 1/4 of their salary.
Poor product mix, absolutely zero contribution from corporate on merchandising the store, inadequate product stock of sale items, unsafe ladders, low pay for all staff except the GM, and terrible health care benefits for temp workers. This companies' talents are in the stores, not the boardroom. Change must be made at Staples before it goes the way of Caldors and KMart. A once well managed, efficient, and successful store is being run into the ground by incompetents. Its time for a change..............................................
If I didn't know better, sgolden... I'd swear that you're an employee of Staples. You have way too much inside info for me to doubt it.
- from a 5+ yr. Staples veteran <
Yep, you're right. I'm also a shareholder. This company has loads of potential, and it always has. It has fallen sharply in the past 3-4 years and its all due to the corporate office. There needs to be change, quickly. Good employees will be leaving in droves and profits will decline. Cutting costs only goes so far in covering up poor management. I've been quiet about it for years, hoping that someone up above would realize they are making huge mistakes but its not happening. Shareholders need to rise up and say ENOUGH. Put Staples back on the track it was on 5 years ago. Killing off the consumer business and focusing only on small business will kill this store. Why turn off the consumers Staples tried so hard to woo and succeeded in obtaining? We could have sold 6-10 computers last week. How many $1200 Bose Music systems did we sell? ZERO. How many ESP's did we lose because we didn't sell a computer? How many printers didn't we sell because we didn't sell a computer? Paper? Surge Protectors? Cables? Speakers? ESP on the printer they would have bought?
Its a shame Staples couldn't build on the success they were on the road to. Its a shame that Staples spent all that money on advertising to convince Staples was the place to be for all consumer AND small business needs-Yeh, We Got That. No, wait, we Used To Have That............................................
As a former GM for 7+ years I couldn't have said it better. About 4 years ago staples wanted to creat a "selling culture" in the stores. At the time Staples stores were well run well merchandised with the strongest empahisis on customer service I've ever seen in the retail industry. After the failed merger with depot and the hiring of the depot rejects (Peter's heads the list) the decline started. it went from a great place to work and one you bragged about to the worst job you've ever had. Went from being strong operaters to used car salesman. You worth was only as good as your EPP %, BTO %, Wireless Sales, Sprint long distance sales, Payroll sign ups, leases,etc... Just like KMART Staples took it's eye of the ball and the only sales culture that is working are the soon to be liquidation sales.
>As a former GM for 7+ years I couldn't have said it better. About 4 years ago staples wanted to creat a "selling culture" in the stores. At the time Staples stores were well run well merchandised with the strongest empahisis on customer service I've ever seen in the retail industry. After the failed merger with depot and the hiring of the depot rejects (Peter's heads the list) the decline started. it went from a great place to work and one you bragged about to the worst job you've ever had. Went from being strong operaters to used car salesman. You worth was only as good as your EPP %, BTO %, Wireless Sales, Sprint long distance sales, Payroll sign ups, leases,etc... Just like KMART Staples took it's eye of the ball and the only sales culture that is working are the soon to be liquidation sales. <
You hit the nail on the head. Any sale we make that doesn't have a warranty attached is considered a failure and we get harrassed every day. Nothing else matters to them.....................
The store is not really the problem. We have really good people working there. If the corporate office would give us more help, or better yet, butt the hell out, we'd be much better off!
By the way, I was incorrect about the new policy regarding warranty commissions. Its even worse. If the store doesn't make the percentage all employees lose their commissions for that week. Its not deferred-Staples actually cancels the commissions we earned! I can't believe that is even legal, it certainly isn't moral. Managers don't get cut a dime, the store still keeps the sales we made on warranties but the commissions that are due us are just wiped out. That is an absolute disgrace and everyone is very upset about this. I have one word for the corporate office at Staples-
Its heading that way if they don't watch their step, backtrack from that awful idea about commissions, and treat their employees with respect. The company used to be extremely well managed, now its a disaster.....................