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<blockquote data-quote="soberups" data-source="post: 780262" data-attributes="member: 14668">The difference is that the guy at the cell phone store I use can actually help me if I am having a problem with my bill or my phone. He provides &quot;hands-on&quot; service when I have a billing issue or a technical glitch with my cell phone.&nbsp;The UPS sales rep, on the other hand, has no connection with the actual service that the customer is paying for. His only role is to try and persuade the customer to use UPS as opposed to the competition.&nbsp;Its sort of like a football game between UPS and FedEx. Management coaches the team and draws up the plays; the hourly employees are the ones on the field doing the blocking and tackling and running with the ball; and the sales reps are the cheerleaders who dance around wave their pom-poms at the crowd. They are fun to watch but their actions have no effect on the outcome of the game.</blockquote>

[QUOTE="soberups, post: 780262, member: 14668"] The difference is that the guy at the cell phone store I use can actually [I]help[/I] me if I am having a problem with my bill or my phone. He provides "hands-on" service when I have a billing issue or a technical glitch with my cell phone. The UPS sales rep, on the other hand, has [I]no connection[/I] with the actual service that the customer is paying for. His only role is to try and persuade the customer to use UPS as opposed to the competition. Its sort of like a football game between UPS and FedEx. Management coaches the team and draws up the plays; the hourly employees are the ones on the field doing the blocking and tackling and running with the ball; and the sales reps are the cheerleaders who dance around wave their pom-poms at the crowd. They are fun to watch but their actions have no effect on the outcome of the game. [/QUOTE]

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