After senior management became aware of the incident and spoke to Donna Hansbrough today, we are reinstating her job, and we are pleased that she has accepted the offer to return to Lowe’s.
First and foremost, there’s nothing more important than the safety of our customers and associates. Products can be replaced; people cannot.
We continue to work closely with law enforcement to investigate and prosecute those who are responsible for this theft and violent attack.
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I've seen that. I had a friend that worked a customer service line. They were required to take every call and run the issue to resolution, but at the same time were punished if they didn't clear so many calls per hour.
The employee's solution? If a call seemed too complicated or that it would take too long, they would hang up and pretend that they just got disconnected. See also those Wells Fargo branches that were creating fake accounts to meet corporate new account targets.
When a business asks for irrational or contradictory performance by employees, they will find the path of least resistance where they don't get into trouble.
Yep. My friend had a similar situation working for a cell phone company. They told them not to open up any accounts that seemed like they were fraud but at the same time the monthly quota they had was so high that it required you open up fraud accounts.
On top of that you were punished more for not meeting quota than you were if you opened fraud accounts and had them cancelled. So everyone just opened up the fraud accounts because usually by the time they got detected and deactivated it was past the time for their review.