Amid this transformation, Verizon employees are taking to social media platform Reddit to claim that the company is doubling down on a strict store policy to boost sales; however, it is allegedly causing friction.<\/p>\n
In a recent Reddit post, a Verizon employee claimed that all workers are required to offer every new product to customers they help in stores \u201cwith no regard for circumstances or customer needs.\u201d\u00a0<\/p>\n
They state this is why \u201cwaits are so long\u201d at store locations, sometimes taking more than two hours for a customer to speak with an employee.<\/p>\n
\u201cWe are made to slam every item on every quote or get written up,\u201d wrote the Verizon employee in the post. \u201cIf a customer came to cancel service in store we would have to offer each of the following: a new line, a tablet or watch, home internet, 4 perks, insurance on everything, all High priority upgrades on the account offered, and home device protection with every customer.\u201d\u00a0<\/p>\n
Related: Verizon CEO doubles down on removing free offers for customers<\/strong><\/p>\n The employee also said they are \u201crequired to check in with managers between quotes for approval to ensure every item is offered.\u201d A manager will get involved if employees aren\u2019t closing most sales items.\u00a0<\/p>\n Employees are also required to push customers to purchase new products for their businesses or employers.\u00a0<\/p>\n \u201cWe have to ask you 3 different ways if you own a business or if we might be able to convince your employers to move their phone account,\u201d wrote the employee. \u201cAnd every customer gets submitted for a lead as a call back whether they buy or not. Managers have to upload forms for every employee transaction to ensure they are micromanaging their sales floor.\u201d<\/p>\n In addition, the employee alleged that Verizon has recently raised sales expectations and cut commissions.\u00a0<\/p>\n \u201cMy sales goal for November and December (the busiest time of year) was the same as my goal in February, plus they ruined our commission plan so now we make half the money for twice the work,\u201d wrote the employee.\u00a0<\/p>\n The employee said that Schulman \u201chas made a good run at ruining the company and killing morale all at the cost of appeasing shareholders.\u201d<\/p>\n Shutterstock/Brandon Klein<\/p>\n<\/figcaption><\/figure>\n In response to the post, some Verizon employees said they are having the same workplace experience at their stores.<\/p>\n \u201cI\u2019m currently an employee and leaving,\u201d wrote one employee in the comment section. \u201cThis main comment is 100% accurate representation of what\u2019s going in the stores \u2026 They micromanage every little thing to the point that every few days you\u2019re in an office getting questioned.\u201d\u00a0<\/p>\n More Verizon News:<\/strong><\/p>\n Some Verizon customers even took to the comment section to report experiencing these pushy sales tactics from representatives when visiting stores for service.\u00a0<\/p>\n \u201cI recently went to a store to upgrade my phone. I got pitched on all that, said no. They came back with a quote that added a new line and 2 phones, an upgrade for me and the same one for the new line I didn’t ask for. It added $136.00 per month,\u201d commented a Verizon customer.\u00a0<\/p>\n \u201cI\u2019ve had all of those things offered to me when I simply went in to pick up an iPhone,\u201d wrote another customer.\u00a0<\/p>\n The move from Verizon comes after Schulman said during an internal meeting with employees in December that the company\u2019s customer satisfaction scores \u201care worse than our competitors,\u201d partly because employees lack the \u201cfinancial flexibility\u201d to get things done.<\/p>\n A J.D. Power survey in January found that Verizon\u2019s consumer satisfaction scores for postpaid phone plans lag behind those of mobile virtual network operators (MVNOs), as more consumers prioritize seamless interactions with their carrier over network quality.\u00a0<\/p>\n \u201cAttracting customers with network quality and pricing is just the first step,\u201d said Carl Lepper, senior director of technology, media and telecom at J.D. Power, in a statement. \u201cTrue loyalty comes from how easy it is for customers to work with a carrier once they\u2019re in the system, especially when it comes to resolving issues, managing bills and getting answers quickly.\u201d<\/p>\n Despite falling behind top competitors in consumer satisfaction, Verizon\u2019s recent turnaround efforts appear to be yielding positive results.\u00a0<\/p>\n In the first quarter of 2026, Verizon welcomed 55,000 new postpaid phone customers, according to its latest earnings report.<\/p>\n Despite this growth, Verizon continues to see increased customer losses. Its wireless retail postpaid phone churn, the amount of smartphone customers who canceled service, reached 0.97% during the quarter, up 2 basis points year over year.\u00a0<\/p>\n \u201cWireless customer churn remains elevated, reflecting the tough competitive environment, but Verizon is doing a much better job attracting new customers than a year ago,\u201d wrote Morningstar analyst Michael Hodel in an analyst note in April.\u00a0<\/p>\n Related: Verizon adds generous offers for customers after price increase<\/strong><\/p>\n #Strict #Verizon #policy #leaves #customers #waiting #longer #stores<\/p>\n","protected":false},"excerpt":{"rendered":" Verizon is quietly enforcing a strict policy that employees claim is causing customers to experience long lines in stores. The requirement comes as the carrier has been rolling out major… <\/p>\n","protected":false},"author":1,"featured_media":5466,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[246],"tags":[650,1570,758,678,1078,3091,4653,2411],"class_list":["post-5465","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-popular","tag-customers","tag-leaves","tag-longer","tag-policy","tag-stores","tag-strict","tag-verizon","tag-waiting"],"_links":{"self":[{"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/posts\/5465","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=5465"}],"version-history":[{"count":0,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/posts\/5465\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=\/wp\/v2\/media\/5466"}],"wp:attachment":[{"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=5465"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=5465"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.fintechpulse8.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=5465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![](\"https:\/\/www.thestreet.com\/.image\/NDA6MDAwMDAwMDAyOTI2MTg2\/photo-2926186.jpg?profile=rss&x=15&y=21\")
Verizon employees and customers weigh in on store experiences<\/strong><\/h2>\n
\n
Verizon struggles to beat rivals in consumer satisfaction<\/strong><\/h2>\n
How Verizon ranks in postpaid phone plan consumer satisfaction:<\/strong><\/h3>\n
\n
\nSource: J.D. Power\u00a0\n<\/li>\n<\/ul>\n