DSGi staff denied free will, customers denied discounts and care-free shopping experience
The staff of PC World are this week beginning to learn whether their fate lies with DSGi, or whether they'll lose their jobs; around 400 staff are expected to be made redundant - half of that number is are likely to be Business Centre staff, half assistant managers.
For the survivors and those working at Currys and Currys.digital, they had the pleasure of a team briefing over the weekend, the "most important briefing" they had ever been involved in, and one that saw them forced to sign up to new, non-optional working practises.
For the staff, it meant unconditionally agreeing to new universal sales targets, 100% staff searches and flexible working hours. For the consumer, it'll mean more infuriating unprompted conversations as staff try and sell additional products and services, and that discounts will be as rare as hen's teeth.
A member of staff at DSGi who has remained anonymous passed on the briefing document to Bitterwallet. Throughout, DSGi called for support and buy-in from the staff concerning new aims and objectives, and encouraged participation throughout the briefing:
Except the briefing notes already told the store managers exactly what that input was, before the staff had been given the chance to provide it:
Much of the briefing highlighted the importance of the FIVES selling technique adopted by DSGi, so don't expect to be left to browse at your own leisure; the document quotes Group Retail Director Keith Jones on the matter:
The point is pushed time and again because the document also includes agreed group KPIs, or sales targets that must be adhered to - the percentages relate to the proportion of customers that staff must sell additional products to, in order to meet their targets:
Finally, before having to electronically sign up to these new working conditions, staff were threatened should they resort to providing "unnecessary discounts":
So if you're visiting a DSGi store over the coming days and weeks, you know what to expect, and you know that the staff don't always have a say in their conduct and choices when dealing with you.