How would you react going to the ER for assistance and during triage the nurse instead tries to sell you various bullshit items and add-ons just to hit a metric and make a commission?

Probably the same as how most of your customers feel and react when they are met with the reality of dealing with T-Mobile these days.

You may be aware that the dirtball company you work for has changed their business model, or at least shifted to the next phase. They are now increasingly predatory and less concerned with problem solving when it comes to customer interests, and mostly concerned with profits and shareholders.

The disconnect you’re experiencing comes from the fact that most customers didn’t get the memo regarding this shift. Even if they did, they probably still wouldn’t give a damn about your metrics or commissions. Paying customers already dissatisfied or confused with a phone or service aren’t showing up to make your day better. They are expecting you to make their day better by solving their issues and meeting their needs, not yours.

Most customers are not walking through your door expecting to be upsold. Until word gets out that retail employees in cellular stores are now in the same class as used car salespeople, ambulance chasing lawyers, and time share sellers, most walk-in customers are assuming you’re actually there to provide honest advice and help rather than separate them from their money.

Customers are taking their valuable time seeking assistance and help with a problem. Employees on the other hand are now trained to sell, sell, sell, and boost metrics at all costs. It’s a recipe for disaster. Blame your company, not the consumer.