Originally Posted by John Mason
Circuit City, for instance, found objectively in a trial program that stores that paid their salespeople more and dropped commission from the equation outperformed stores that were base plus commission. They measured, determined that customers want helpful not pushy salespeople and changed all their stores.
Not trying to hijack the thread, but According to who????
A long time ago, I worked for Circuit City (first job out of college in the 80s, when the sales people were all 100% commission). They changed their model, not because of customer retention, but to match the Best Buy model, so that they could keep their costs down. They fired all of their sales people that made over a certain amount of money (something like $30k/yr), and set all of their sales people on straight hourly wages (something like $7-$15/hr). This did a HUGE disservice to the customers, because the sales people were no longer motivated to have any product knowledge (they get paid the same whether they sell something or avoid customers all day long). The problem was that customers were going to CC for the knowledge and advice, the driving across the street to BB to get the item for $.50 less.
Back onto the topic, I think that a lot of the quality of instruction of a ski area comes as a flowdown of the quality of the SS mgt, and what their priorities and motivations are. When my ski area opened up on 90-91, they hired 3 PSIA examiners and 2 other Ed Staff to run the ski scool. We had an amazing ski school. Then, the SS Mgt got noticed, got offers from other ski areas, and one-by-one left. The SAM (ski area mgt) never brought in similar quality replacements, and just paid the next person in line the amount they were already making, and gave them the promotion. This worked for a little while, but once all of our major players were gone, they promoted people into the job that were not capable of being affective and motivating the staff to be professional, get educated and be a happy, healthy organization of people having fun and providing top quality service to the public. And now, our ski school IMHO, sucks. Yeah, you might still get a quality lesson, but the chances are pretty slim. It's sad, because it's by far, the best mountain for skiing in the area. Our customers are day trippers from DC and Balto., and our SS staff if 200 part timers and 10 full timers.