What a huge mistake. Employees are now constantly on their phone talking to their friends and family.
Recently I stood and waited for an employee to end her conversation on the phone so that I could ask a question concerning a possible purchase. Once she noticed me and finally came to the conclusion in her mind that I wasn't going to go away, she said "hang on," to her friend or family or whomever was so important that she couldn't wait until she was off work to speak to, and said to me "yes." Now this wasn't a pleasant "yes,” this was a comet of disdain spoken with the tone of why in the blank are you bothering me?
This is most certainly a management problem. When I go to Chick-fil-A, I’m always met with great customer service and I can’t remember a time that I’ve ever seen one of their employees using their cell phone.
There are so many complaints concerning Walmart that it appears that they don’t even care about the negative comments anymore. Their business practice no longer involves keeping a customer happy. As far as brick and mortar stores go, they are number one and they have no real competition -- they know it and we know it and thus, they don’t care.
Now I will say that not all Walmarts are the same. Some actually have great management, but this is not the case for the vast majority. When you have customers standing 5 and 10 deep waiting to check out that’s a management problem. It’s due to them trying to keep the number of employees on the time clock down. Fewer employees, more profit. Upset customers, but Walmart management doesn’t care because people continue to come back and put up with this nonsense.
It’s a huge mistake to allow employees to use their cell phone when they should be putting up stock, cleaning, or helping customers.