AT&T LV Adama Store Feedback
I spent 30 years selling retail at my fathers hardware store in West Linn, Or. We were not nearly as big as AT&T. We could not afford to lose any easy walk-in sales. But as a retired CEO, I felt it necessary to reach out to you. I would find this information invaluable.
I worked for my dad. My mom worked for my dad. My wife worked for my dad. If I had children, they would have worked for my dad. But if my father caught me sitting in a chair when a customer walked in the door, he would have fired me on the spot. And if my dad caught me letting a customer who was willing to spend $2000 walk out the door— he would have just quit.
But that’s exactly what happened when we walked into the AT&T Las Vegas Adama store yesterday, January 12th.
We went to this store because it’s our closest AT&T. We have been AT&T customers for 13 years. This location needs training but yesterday your employees are costing you business.
On Sunday, January 11th, we needed to add a line and buy an iPhone 12 Pro Max 512K. Samuel said they have a special if we trade our old iphone in. We said we had to get it. He sold us a line and said come back tomorrow and we can order your phone with the $700 trade-in.
We came back the next day. There was another rep. He did not bother to get out of his chair. He waved us over like he was Tony Soprano. We sat at his desk. We told him we wanted to buy an iPhone 12 Pro Max 512K. We had to explain 3 times about what we were trying to do. He was not aware of thus trade-In promotion. He had to look on his cheat sheet. Then he started to get aggressive. She was stunned. I was shocked. I looked him straight in the eye and said clearly “I AM JUST TRYING TO ORDER AN IPHONE FOR MY NEW NUMBER. CAN YOU HELP US”
Perhaps I was too abrupt, but he was mad. He said he understood. He looked at our pristine iPhone X and said sorry, we can’t accept this as a trade-in. We were both like really, why? He said the screen was coming off? We could tell he wasn’t using his situational power to “get even”. He won. We said, “Sorry, guess you’re not making a sale today” and we left.
We immediately went to our other favorite store in Summerlinn closest to my moms house on Lake Mead. Bernardo MacDonald was exceptional. He knew the promotions. He also knew why the other sales rep could not order my phone. It’s because the line was blocked. He needed to order the phone & line at the same time. AT&T sends the sim chip for FREE with the phone. He asked for f we had a trade in. We said yes. We showed him our iPhone X. One look he could tell it was perfect— not a scratch. He said no problem fir the trade in. Why do you think the other sales rep said this same phone was not acceptable?
We didn’t not catch the reps name at the Adama store but he was easy to identify. He had two huge hoop earrings that were making his earlobes look deformed. The other rep, Samual, cost us $10 that we did not need to spend.