Thread regarding Follett layoffs

And let's remember, Follett always outsources to the lowest bidder, regardless of the quality of work or impact to employees. Cheap is where it is.

I did notice that they are not seasoned on our systems, but they were able to resolve my issue. The agent was very apologetic that it took sometime, as they were new, but promised they would see it to the end.

Have some faith people and stop being so rude. I would like to see you all handle 1,200 (or whatever) stores with the same negative attitude you have. These are people, and I am sure that you all still don’t know all of the systems, as I admit I don’t after a year.

I contacted the chat feature four times this past week...zero help. The folks chatting are polite but do not know our systems. It’s can only get better, imho...

When I first joined Follett I was shocked by leadership in the HO talking about how cancerous the employee population is. Employees are such a key stakeholder, how could this be? Then when visiting the stores I was again shocked by the staff negativity expressed about everyone working in HO and even the support services areas. Everybody mind you. Nobody gets spared. Not even people trying to make it better. It’s the worst company environment possible and this thread edifies it so well.

Even when HO does something right the employees root for it to fail and bad mouth it to no end. When it fails HO will resort to the terrible practice of paying for the failure with cuts to staff, PTO, benefits and bonuses. Employees will blame the HO, support staff will sit in the middle shell shocked like an abused middle child, and HO will blame the employees.

Lather, rinse, repeat. I got to get out of this place. Even some of us that came here thinking we could help are abandoning ship before either HO takes our heads or employees show up with their pitchforks and fire and we get burned at the stake as collateral damage.

Shows you that the profit centers (stores - where the money for the family is made) get something helpful which hasn't been there in years and the people in the are happy. IMAGINE what had happened if Corporate had focused on that over the past many years instead of making the Follet Stock worth more!

I don’t understand at all the praise for the new service center. It’s like saying how great the fancy new deck chair is on the Titanic. The ship is still sinking. Who gives a sh– about the stuff that’s going down with it?

Had my first interaction today, and the new portal is great. I do like the chat as it’s not always easy to call. My only feedback is that my ticket got sent to the wrong team to address. I think it will come with practice, but not a bad experience especially when compared to the non-existent team before. When I called under the old group, I felt like I was always inconveniencing them or they were straight up rude. I remember when we would have bets in the store about who’s ticket would get closed first without help or answer.

That said B for the new group and A for the systems.

I think it is day three now and they are still doing well. Unfortunately I have had to call every day, for different issues, based on poor applications or maybe the fact that my store training was sped through.

Keep going strong and proving whoever wrong! I can tell you that I went through an intense training and still don’t know everything.

@1uvd+19TZkHof

But the service is better and there was no one working in these areas before. Did you have a secret PSC buddy? Looks like they actually spent money instead of cut.

The new “support center” cost jobs here in the US and does not take away the fact that the company is rapidly failing.

I had a mixed experience at first, but ended well! I think my ticket got lost between the new group taking over, and the old group. I raised it over a week ago (to the old group) but called the new group about it. They did not need to help, but I spoke with one of the leads and they went above and beyond to assist! A+ in my book given other tickets have sat for weeks, and even months before hearing a word. All you negative people can crack me up. Thanks for a good laugh at the end of a long day of inventory! Nice work new team!

@kks+19TZkHof

Funny, I don’t think anyone is forcing you to stay. As for everything going right, we know that is not a thing anywhere. All this string was doing was providing feedback on a new channel that supports stores.

And now follett is a good place to work. follett treats each and every associate with respect. follett doesn't financially or emotionally abuse its employees. Due to one thing going right, I'm happy with my job at follett

Said no one ever (in the past 10 years).

@oyj+19TZkHof

It was my comment and I am not an RM :)! I guess Managers are not allowed to say something is going right. Not all of us are as bitter as you are.

Come on. Admit that you’re a regional manager writing this, trying to drum up support. Everything is being outsourced. Does anyone actually think this is a positive step?

Submitted a ticket today, got a real response from a real person within a hour. Typically that was not something that happened even within a week or they would automatically close out my ticket. Again, low bar set but a not a bad response time with a solution.

@ucd+19TZkHof... Agree!

Hopefully this new area can continue to provide additional support from a distance. Having to deal with (or wait for days) home office folks is not a good way to run stores.

Way better than Cherwell and the other system.

It is sad, but I think the person was just making a point. I am sure they did more than answer the phone since they said 8 out of 10, so it is a huge improvement. Don’t get me wrong, this is not a turning point, but at least something to help the stores.

Have not had to use yet, but will let you all know!

And I am not criticizing anyone here, the home office clearly needs to do a better job of supporting us.

Wow. That is really sad. The bar is set so low that the home office picking up the phone to answer a store phone call is called SUCCESS.

The stores are so disrespected and detached that they feel no support from the home office. It took a couple of years, but the Sears/KMart team finally succeeded in implementing their culture at Follett. Follett is 8 years into following Sears/KMart plunge to bankruptcy.

So I am not on the rainbow and sunshine team nor the world is ending team. I would say from my experience with Follett for years, someone picking up the phone is a win! I have had a few calls into them, and clearly there is still kinks to work out, but would give a 8 out of 10.

Well from a new store manager (1 year now) it is better than anything we had before. As for who created the post, I don’t see any support team on Quad, which says a lot about our focus, but I will take the clock being right twice verse completely smashed.

I love this "Don't get too excited. Even a broken clock is right twice a day." I plan to use it often going forward.

This is true. I will keep fingers crossed that we keep moving in this direction.

I for one am excited to think that the VP of the product support team took the time to post a comment on TheLayoff.com. Great feedback on his performance and his decision to outsource.

I will check back in a 6 months to see how it is going.

Are we turning a new leaf? You have to be joking. Product support was outsourced to the lowest cost provider period......outside of the US.

I will think we are turning over a new leaf when Follett doesn't experience 10 years of declining sales. Not a single year of sales growth.

Don't get too excited. Even a broken clock is right twice a day.