Spectrum shops

December 02, 2019 09:15PM

Since Spectrum has added the payment kiosk option, I've been using that on my shops and they've been approved. Now there's a new notice stating that method won't be accepted any longer.

I have a grandfathered-in plan for pricing, so it's lower and slower than the lowest advertised price. I'm not interested in anything tv-related, as we stream anything not over the air.

I have my own equipment.

$15 isn't worth it to stand in line for more than a half hour to be directed to the kiosk to pay a bill. What other scenario(s) can I use that are worth my time?

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December 02, 2019 09:38PM

Find a house for sale, use that address, ans ask about new service. Make sure the address is in the area of the office that you're shopping.

December 03, 2019 03:17PM

It seems that you only want to do scenarios that suit you personally? Is that right?

That's totally fine, it's just not totally clear.

December 03, 2019 06:31PM

I don't really care, just something that will make waiting in line for 30+ minutes worth the visit.

December 03, 2019 10:36PM

For me, only more money would make it worthwhile.

December 04, 2019 01:14AM

I did one recently. They had comfortable seating. I got some work done during the 20 minute wait.

December 04, 2019 07:53PM

I retired from Spectrum last year and we were forever getting 80's and 90's in our shop reports. This made our area Mgr nuts, especially since a store a few towns over frequently got 100's and he swore that during his floor observations we were the superior store. We chalked it up to the luck of the draw, the wrong customer with the wrong store specialist at the wrong time... but after being in this biz for several months now I wonder if we were just stuck with a lazy mystery shopper or two or the other store had a sweetheart shopper?
Oh, and the area Mgr covered a station at our store for a couple of days and got shopped! Ended up with a score in the 60's! Lol
Incentives were issued for all store employees on a perfect shop(because of store cleanliness, greetings, etc) with the store specialist scoring a $25 gift card too.

Edited 1 time(s). Last edit at 12/04/2019 07:56PM by JW.

December 04, 2019 07:57PM

@jrich wrote:

Since Spectrum has added the payment kiosk option, I've been using that on my shops and they've been approved.

$15 isn't worth it to stand in line for more than a half hour to be directed to the kiosk to pay a bill. What other scenario(s) can I use that are worth my time?

December 04, 2019 08:03PM

As a retired Spectrum store specialist, if you waited and were directed to the kiosk, thats a big no no. The kiosk should only be offered as a suggestion for the customers convenience. The reps are graded on sales per interaction and missing out on a conversation opportunity is never good for your longevity or paycheck.

December 04, 2019 08:04PM

Double post error

Edited 1 time(s). Last edit at 12/04/2019 08:05PM by JW.

December 04, 2019 08:24PM

@JW wrote:

I retired from Spectrum last year and we were forever getting 80's and 90's in our shop reports. This made our area Mgr nuts, especially since a store a few towns over frequently got 100's and he swore that during his floor observations we were the superior store. We chalked it up to the luck of the draw, the wrong customer with the wrong store specialist at the wrong time... but after being in this biz for several months now I wonder if we were just stuck with a lazy mystery shopper or two or the other store had a sweetheart shopper?

It is more likely that the lazy shopper gave 100. It takes more work to enter a report with supporting details for points deducted.

December 05, 2019 12:09AM

Amen to that. I hate having to write all the supporting comments for "no" answers. Love it when they do everything right.

December 05, 2019 12:27AM

If the floor mgr got shopped and scored in the 60s (versus 80 to 90 in general and 100 for another location) , that suggests there might be an actual problem in the store. It might not be a fault issue of the employees, but something is amiss.

December 07, 2019 12:18AM

I use the kiosk for payment, but wait on line to speak about movie channel options so you can evaluate the counter employee. I asked last month and was told that was acceptable as long as you speak to a counter person.

December 07, 2019 12:43AM

@Susan L. wrote:

If the floor mgr got shopped and scored in the 60s (versus 80 to 90 in general and 100 for another location) , that suggests there might be an actual problem in the store. It might not be a fault issue of the employees, but something is amiss.

If you don't work with the software regularly, you're easily lost. The software controls payments, orders, acct history, equipment, troubleshooting, equipment remote reboots, notations from every interaction and much more. He was in over his head... the classic "those that can't, coach". You should be able to open the customers account, review their current packages, promo end dates, rates, etc and read the last couple of interaction notations (to spot any problems or if they said they'll "think about it" after an upsell discussion) in ten seconds or less so you know how to guide the customer interaction... even if they're only there to make a payment.

December 07, 2019 01:37AM

I actually went into a Spectrum shop to find out the procedure for transferring my service when we move to a new place. If I had been on a shop the associate would definitely gotten a good rating.

Happiness is not a goal; it is a by-product. Eleanor Roosevelt

December 08, 2019 03:26AM

It's like that show, "Undercover Boss." The CEO is so far removed from the day to day activities of the company that they are incompetent when called on to do that work.

If floor managers are regularly called on to do customer work that involves using software, they need to keep their skills up--as in do this work at least once a day or a couple of times a week.

@JW wrote:

@Susan L. wrote:

If the floor mgr got shopped and scored in the 60s (versus 80 to 90 in general and 100 for another location) , that suggests there might be an actual problem in the store. It might not be a fault issue of the employees, but something is amiss.

If you don't work with the software regularly, you're easily lost. The software controls payments, orders, acct history, equipment, troubleshooting, equipment remote reboots, notations from every interaction and much more. He was in over his head... the classic "those that can't, coach". You should be able to open the customers account, review their current packages, promo end dates, rates, etc and read the last couple of interaction notations (to spot any problems or if they said they'll "think about it" after an upsell discussion) in ten seconds or less so you know how to guide the customer interaction... even if they're only there to make a payment.

December 08, 2019 10:28AM

I decided I am not doing Spectrum shops anymore. The reports suck, because they ask for too much information and it takes too much time. I didn't usually have to wait long at the location, but when I did that sucked too. There are way too many other mystery shopping options that pay about the same, or more, and take much less time. Yes, I decided to pass on the Spectrum shops.I would consider them again if they increased the fee to at least $25. No can do for $15.

December 09, 2019 12:04AM

@Susan L. wrote:

It's like that show, "Undercover Boss." The CEO is so far removed from the day to day activities of the company that they are incompetent when called on to do that work.

If floor managers are regularly called on to do customer work that involves using software, they need to keep their skills up--as in do this work at least once a day or a couple

The floor managers ARE up to speed. He is an area manager, who once upon a time was a floor manager. He volunteered himself into helping out, due to vacation/pregnancy/illness store staffing shortages, as opposed to loaning us a rep from another store. He hasn't volunteered himselk since and no longer gets as upset as he used to.

December 09, 2019 12:49AM

@JW wrote:

He hasn't volunteered himselk since and no longer gets as upset as he used to.

I'm glad to hear he lives a relaxed life now.

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