ADT customer and employee complaints

Why are the outside ADT sales teams competing against our biggest competitor, that is to say the ADT’s phone sale team?

The problem is ADT thinks that it is more profitable with the phone sale reps than its outside sales rep.  I say horse manure for the reasons of;

• 1.           First, customer true expectations from ADT are seldom met, and not recognize by the customer until the security system is needed the most. That is, at the time of a break-in or a live fire.  
• 2.           Customer and ADT valuable time is lost.
• 3.           Phone Sales Rep cannot meet the client in person.
• 4.           Cannot see the existing equipment if any to know what is compatible.
• 5.           Customer when having an issue has to deal with the phone sale rep if can be   reach in a timely manner,  instead of the local rep that personally knows the installer and can get things done faster locally without all the red tape that the phone sales rep many time will put the customer through.
• 6.           Installers are giving away free equipment to make things happen. Free to the customer, corresponds to customer expectation for free in the future. Value?
• 7.            Way too many phone reps do not know what they are selling. 
• 8.           Plus, they do not know the equipment, the capabilities or the features of the particular system of what they are selling, period.
• 9.            Monthly revenue is less because the value is not sold to the customer.
• 10.        20% to 33% sales are lost from the phone sales.
• 11.        ADT give less than the best, that is to say, an outside sales rep, is equivalent for a greater loss of loyalty from the customer towards ADT; now in the present, while they are being monitor, and later when they move.
• 12.        In a nut shell, the phone sale reps are selling security systems blindly.
• 13.        Unfortunately and outwardly, ADT has shown that loyalty is not important to their employees or to their customers.
• 14.        Finally and lastly, ask any installer or admin personnel at the branch level about the phone sale department. 95% of them would say that it reeks like a used toilet that hasn't been flush for a week or two.

ADT upper and mid-level managers are saying. We have the “Name”; it will keep itself going forward. Unfortunately our “Name” is fading away due to this experiment called “phone selling our customer” has failed at the expense to our customer and to our great “Name.” Just some old common horse sense says the phone sale team is slowly killing the name of ADT. How? By the loss of frustrated customers that unfortunately for us correctly trash us to their friends and family. These customers feel like their valuable time was wasted, that they were just a numeral to us by not understanding their security expectations, requirements, and lastly their confidence with us became not. The fault doesn't lay on these customers, no not by them, but by our own doings. Basically, the customers are saying after a phone sale blowout, “Shit, ADT cost more because the bull-shit they will put you through. Hell! It cost me less in time and equipment cost at company X. There was no pucking to be had from X, it was a real pleasure in doing business with them. Puck your company, pucking values.” Phone sale reps perhaps has good ears to hear, but few knows the many systems that are in the field, nor are they in the field to see and ask for help if needed, nor can they see the body language, or the customer home when selling. Neither, do not live locally, so they do not know the area in whence they sale. These are what give phone sale reps the short stick, their numerous phone blowouts, miseries to our customers, and the reduction in confidence of the value of the name of ADT. Yes I agree, a phone sale team decreases ADT employee expenditures in the short term, but destroying our own name for the haul. Yes, even a phone sale rep admittedly wrote on the internet it is not the best. So, ADT likes not to provide the best to its customers. By giving them less of the very best in the industry is allowing the customers to see not the value that we truly give. Those customers are saying to us, “Sorry Sally, you had your day, perhaps we may do business with you in the future; not. Bye.”

Naren Gursahaney, have you been to Chick-Filet, yet? Their business model is thriving. Reason why, is for their awe-inspiring service that they provide in an industry that is also crowded. I been to several of their stores and never been remotely been let down.  It reminds me the direct opposite of how a restaurant should be not ran as seen in each episode in the TV series “Kitchen Nightmares.” In each episode of the series, the producer has craftily been able to clasp on how idiotism was the path that the owner have chosen to run their restaurant prior in receiving help from Chef Gordon Ramsay, some made it  and some fell off the wayside after the help. I’ll bet Chef Gordon Ramsay would cringe on how we treat our customers that was phone sold. Hurry up, save that sale! Let’s do something! Let’s provide a parade to the customer for deficiency control after the meal. As the customer is still stomaching on it we are now offering bread and water to compose the situation after the fact. This is actually what we are doing at the present time. Tell me, that 20 to 33% doesn't stink. And eventually, yet to come, ADT motto will be, “ADT Gone.”