Despite significant staff reductions, Petco employees are feeling the strain to convince customers to sign up for the Vital Care program, with most stores having a weekly goal of selling ten memberships, and even higher targets for busier stores.
Michael Guadamuz, a former San Francisco-based employee, observed a marked shift towards sales-centric operations following the company’s IPO. Positions were rebranded to align with this new emphasis. For instance, “Guest Service Leaders” were repositioned as “Selling Experience Leaders.” Managers failing to meet these sales quotas face scrutiny, adding to the pressure on mid-level supervisors.
Employees find it increasingly challenging to meet these demanding sales targets, especially since certain benefits associated with the program were reduced or discontinued during the summer. The decline in stock price led to a lighthearted remark among employees on platforms like Reddit, highlighting the diminishing value of rewards compared to the stock’s value.
Exacerbating the situation, the relentless focus on sales leaves little time for meaningful customer interactions, impacting overall customer engagement. With reduced staffing and heightened pressure to meet sales goals, employees grapple with finding a balance and providing a high level of customer service.
Employee Strain Grows as Petco Puts Heavier Emphasis on Sales Targets
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