Grainger has been rotating Acct Mgrs since 2002- started with the Govt Acct Mgrs. You're right, customers appreciate the consistency and whatever good will was created by one person is easily lost by the replacement. Corporate is clueless - have never understood their culture and they were too late to evolve. As for the TSRs- some are replacing the Acct Mgrs that jumped ship, and in my area, a lot did. That was the shocker - their supervisors pretty much said- 'you don't like your metrics ? There's the door. ' The amount of talent at all levels lost sickens me.
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I'm not talking the TSR's... I mean a complete restructuring. Not Ryan or Deb Oler or any of those other idiots. I mean everybody on the way down the line. The VP of customer service, directors, district directors. D.G., Jimbo and Deb should continue their circle jerk in private. Grainger's profit is soo huge they can afford billions in buy backs to prop up the shares and increase EPS. That doesn't mean the company is truly doing well. I've never seen a more self-entitled group of assfaces from any company.
At which point are the stockholders going to hold the executive leadership accountable???
I bet the Grainger customers/end-users love getting new sales reps every 6 months. Pretty sure they are getting sick and tired of building relationships with reps knowing they will be replaced in 1/2 a year. You would think that the leadership would realize that customers like consistency. Mr Ryan and his staff are fools and don't have the mental capacity to keep up with the competition. Eventually word will get out that they are sending American jobs to Panama. Once that happens, sales will be worse than what they are now.
Yea everyone already knew about the TSR's but many TSR's transitioned to the new sales organization or were promoted to account manager.
And let me add... Not just senior leadership. A huge amount middle managers as well (not to mention the TSR's, operations people, etc) who got hosed. It's truly sad to see what this company has become.