From September 2012 through April 2020, T-Mobile was led by CEO John Legere. Legere’s unconventional business style, which prioritized customers, transformed T-Mobile from a lagging fourth major wireless provider to the most dynamic and fastest-growing carrier in the U.S. After acquiring Sprint and its valuable spectrum, T-Mobile emerged as an early 5G leader.

When Legere stepped down, Mike Sievert took over as CEO. Since then, there have been changes affecting T-Mobile employees and their ability to provide customer-first service. The metrics and commission structure imposed by corporate are putting pressure on reps to sell unnecessary products to meet targets.

Some T-Mobile stores have seen a decline in monthly pay of over $1,000 due to the new commission structure. This has created a situation where reps feel compelled to upsell customers on products they may not need or want. The focus has shifted from customer satisfaction to meeting corporate metrics at all costs.

Mobile Experts at T-Mobile Experience stores are facing challenges with the new compensation program that incentivizes pushing unnecessary upgrades and accessories on customers. This pressure not only comes from corporate but also from colleagues who expect reps to meet certain sales targets.

To address these issues and return to a customer-centric approach, T-Mobile should consider revamping its compensation program. By incentivizing reps to sell only what customers truly need and want, T-Mobile can regain its reputation for putting customers first. As it stands now, the company’s focus seems more geared towards stockholders rather than customer satisfaction.