Coming from a retail store perspective, the company is trying to do too much. Customers recognize us as a wireless company who has ties with TV and Internet. The company wants to be an “entertainment company”. So the store HAS to sell and focus on so many categories it’s too much to keep up with. Borderline having to harass customers every time they walk in the door about who they work for, what they have for tv and internet. If you work in a store that’s in a rural location that AT&T doesn’t want to expand their infrastructure it becomes very difficult to provide wired internet to customers asking for it daily.
Month to month your goals change, every so often they change which metrics your goals are based off of. It’s not uncommon to hear “we need to focus on insurance” and the “we need to focus on tv”, and “internet” and “small biz” and “gross adds” and now “trade-ins”. If you get unlucky your manager gets promoted and the day before your store gets bumped up a level (more quota, less pay) and now no one can maintain 100% attainment. Must be something wrong with the employees. Nothing to do with the fact the goals are higher with the same level of foot traffic. Zero change in circumstance.
Bottom line, AT&T is a very dense rich old man that cares nothing about their employees or their customers.
