Reports have emerged suggesting that Verizon is instructing its store representatives to engage in unsolicited outreach to customers, which has raised concerns among both employees and customers. In a recent instance, a Reddit user shared their experience of receiving a text promoting ongoing deals, which appeared to be sent from an employee’s personal phone number rather than a company-issued one. This personal touch included the employee’s name, leaving the recipient perplexed as they had never interacted with the store before. Numerous Verizon employees weighed in on the situation, confirming that this practice is not merely encouraged but is a requirement of their jobs.
Store representatives are expected to follow up on leads through calls or text messages. One employee noted, “We are required to send promotional text messages to customers,” emphasizing that while it may not be enjoyable, the practice is closely monitored and failure to comply could result in accountability measures. While some people argue that these communications do not constitute spam—since they are personalized and not automated—others are still apprehensive about the approach. Several users highlighted that such outreach is typically aimed at customers with upgrade and new line offers and stated it is essential for their sales process.
This practice is ironic considering Verizon’s public stance against spam on its digital platforms. As the company faces challenges with customer retention and growth, it is understandable why they might adopt aggressive outreach strategies. Verizon has been contacted for comment, and updates will be provided once a response is received.