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Staples recently implemented their new VIBE policy for employees...a way to deal with minimal labor and high volumes of customers. Their answer?

Don't increase labor so that there is enough staff to help the people who need it, or even ask the lost customers if they need help. Instead, suggest an item to them while you are walking by and, most importantly, keep working. So now, customers get less service and employees who do try to help get in trouble for giving it to them!

Its a horrible environment for both consumers and workers alike. What are they thinking!!??

Monetary Loss: $1000.

Location: Silver Springs, Florida

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Guest

With retail stores closing and going out-of-business--right & left--(mainly due to Obama Recession resulting in the economy dumping, no jobs for his term, etc.--which are just the facts, not a political statement)--retail stores have to do what is necessary to keep in business. Of course, this results in skeleton staffing, taking business out of the country where labor is cheaper, etc.

Examples include: K-mart stores closing and all K-mart stores closing within 1.5 years, JC Penneys stores closing with the possibility of going out-of-business,--just to name a few.

As a long-time, frequent Staple customer--I enjoy the clearance prices, employees remembering me, and when I need help, I don't have a problem seeking out an employee and get help (of course, on a first-come/first serve basis).

Like all intelligent retail stores, they call all staff to the cash registers--when the check-out line is more than 3-5 people in line.

As with personal life & business--there are the good & bad with employees.

Guest

This disgruntled ex-employee has absolutely no idea what the VIBE initiative is. It is a skill-building program that empowers sales associates to stimulate the customerโ€™s natural emotion to buy.

Specifically designed for the retail business model that has made Staples number one in the office supplies category, and is the single most effective store performance improvement-training program in the companyโ€™s history.

There is a coaching philosophy and approach to employee development that all great business utilize to insure they're Brand identity and integrity.

1. Set standards that are in the best interest of the customer

2.

Set expectations of employees to learn and apply those skills and behaviors to meet those customer standards

3. Coach and council employees during their individual development process

Number 3 (coach & council) also has a philosophy...'there are only two reasons why an employee is not doing what the company expects...they either don't know how, or they don't want to'. If they don't know how, then the coach must help them learn. But if they don't want to, then it is in the best interest of both the company and the employee to part ways.

This employee obviously falls into the second category. Bravo Staples!

Guest

Does Staples have a union? If so How does it work for the call center in Aurora?

Guest

This couldn't be farther from the truth. Staple's associates do use the pass-by to engage customers but it's to be an ice breaker.

All associates are to not only offer assistance to customers but also walk them to the product. Stop running you mouth about something you're too *** to understand.

Guest

I should correct myself...a "pushy" sales environment.

Guest

I just went through the VIBE training a week ago and the whole point is to work but make sure you are available to customers, but not to be too pushy to avoid a sales environment.

Guest

hey, so this isn't relevant to the conversation exactly.... but i'm a new employee at staples and i wanted to sign onto the hub from home but it's like the website doesn't even exist...

yet somehow i can still access it perfectly at work... help please!!

Guest
reply icon Replying to comment of Guest-754803

https://associateconnection.staples.com/psp/psext/?cmd=login

The Hub site requires that your browser and internet service support a secure connection.

Your account must be set up with permission to access it outside of work.

See your store manager for assistance.

The Hub is available 24/7 with the exception of 1AM to 5AM EST on Fridays and Sundays.

If you experience technical issues, please contact the Support Center at 888-438-****.

Guest
reply icon Replying to comment of Guest-767769

Your link attached doesn't work - now I cannot check my paycheckeck from safari on my phone or my iPad ... Very upsetting .

>:(

Guest

VIBE is actually the first realistic training video out there. It's a nice balance between work and customer service which encourages the associate NOT to be pushy to the customer and to leave them alone if they don't need help!

I think that's a win on both ends. It also trains you to constantly be on the lookout for people who look confused or lost, and to jump in and give them a hand. If you're complaining about VIBE, then you either don't understand it, or you're not doing it right.

If you're going to a store, or working at a store, that is not practicing it... the whole management team is responsible for that.

Guest

There is nothing pushy about asking a customer what they are looking for and how you can help. It was horrible customer service that helped them not have to pay for more than 5 employees in a store half the size of Wal-Mart.

That is why Staples stock has plummeted since this post was first made.

It was a horrible idea and I am glad to see they have faced those consequences. I will not shop or work there again.

Guest

The whole point of VIBE is to make yourself accessible to customers. Yes it's more efficient because you are stocking shelves and keeping busy, but if a customer needs help you're supposed to put that stuff to the side and meet their needs. The VIBE training specifically says to not push products on the customers, you're supposed to ask what the customer is looking for and suggest products that meet that need and any additional products that would go well with what they are already getting, possibly saving them a second trip (like paper to go with their new printer or filler paper to go with their new planer binder).

Guest
reply icon Replying to comment of Guest-707828

What you have just described is nothing new...it's called "customer service", and if some *** at the corporate office is slapping a new "vibe" on that, they are just putting lipstick on a pig and calling it new to save their sorry butt - who wrote this 'program' some "doctor of efficiency" or some *** like Frank Luntz? -

Asking a customer if you can help them find something is just a part of customer attentiveness - if they say "just looking" or "no thanks", go back to doing what you were doing - busy work. Honestly some gen-x and younger do have the attitude of 'meh'

Guest

VIBE is there to actually HELP you consumers. If you don't like it, try Target, where nobody even knows where the bathroom is. GOOD LUCK!

Guest

The Store I work at does not encourage doing VIBE like in the videos for training. They say that no matter what we are there to help people.

Yes getting sales is part of our jobs. That is what we do while working for a retailer. But making people happy when they come and leave is also important too! People don't return to a store when they are treated like ***.

Making people happy is a mandatory when working at any retail. VIBE is just a way to show that you have to be nice to the customer and actually know what you are selling.

If employees go "here they are have a nice day" is not doing what a proper employee should be doing. VIBE helps emphasize the proper way to treat customers.

Guest

VIBE isn't that bad. Yes it can be a bit invasive for some customers when we walk them to a product or hand them their bag as they are leaving, but over all I hear mostly positive feedback...

Guest
reply icon Replying to comment of Guest-673650

I sense some sarcasm.

Guest

No one at my store even does VIBE stuff anymore. We still get trained on it, but we don't do passbys or other *** like that. If someone needs help, everyone in my store is expected to drop what they are doing and provide assistance.

Guest

@associate: oh no! coming around the counter to hand customers' their bags and thanking them?! that sounds awful!

Guest

The Problem with VIBE is that it's *** right out of the gate. All it does is give sales managers an excuse to be slave drivers and treat you poorly.

As the head Technician at my store before I left, I was told that, under no circumstnances was my work at the tech bench a priority.

Even though it's what I was told when I accepted the position. *** Staples!

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