Rent a center has shifted its collection processes for the worst. How you ask? They have taken the attitude that it's better to get something other than nothing at all. Here is an example, customer gets a brand new 85"tv. Makes a $10 online transaction and comes due. Never pays, never communicates with the store. Now the customer is 40 days past due. They are sent an email or text, apologizing for us bothering them ,but wanting to help them. The company then offers a payout settlement of $300 , for a brand new $1000 TV mind you. Customer takes the deal , and can reapply and do it all over again. Now think of that on a scale company wide. Why has profit dropped off, why are collections higher year over year? That process right there. And don't think for a minute that customers don't encourage others to follow this process. Get a brand new ps5 for $150!!!
All the while store staff stays till 8pm everyday trying to hit collection numbers that are now impossible to hit. Thanks to the ivory tower think tank!
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Soon there will nobody left who knows how to make stores profitable but there will be plenty of manipulators left
Corporate once a quarter used to take a cold hard look at the reality of all the mistakes they were making through real customer journey experiences…they would look at the problems and then go create more. They fire people who try to fix anything and even sc--w over their own employees…interesting the streets find them worth investing in.
I've been a credit manager here for over 7 years, So many people call and try to open accounts within 1 to 2 years after stealing items. And with the new system and new management every year.. I'm told to stop exaggerating and get with the program. Then they steal another item. I guess its job security, but I dont take the company seriously anymore. Its a paycheck. Come steal everything.... I dont care.
This is 100% True, and you would not believe ideocracy of the company. Rent A Center keeps changing its main platform of operations and cant keep a centralized database of customers records. So after they take a settlement offer they immediately are entered into the "Congratulations for paying off" campaign list and the stores are basically forced to welcome them back with credits and promotions.
All the great thinkers are gone, there is 1 left but I'm afraid he is surrounded by ID--TS with GEDs at most. Sad but true...