Second of two parts
Kate Morgan lasted all of three days in her new job this summer at Garage Door Services, called “the worst garage door company in the nation” by an industry trade magazine.
Morgan’s hiring as a quality assurance officer shows the Carrollton-based company is trying to improve. But her resignation days later shows how far the company must go to overcome its nationwide reputation of overcharging customers by hundreds and sometimes thousands of dollars for garage door repairs.
Her job was to listen in on phone calls from customer prospects across the country who call in to the Carrollton call center in the 2900 block of North Interstate 35E. Then she gave scores to the sales staff showing how well they performed.
“They were trying to place controls on the process so that it wouldn’t be quite so wild,” she says. But the scoring seemed backward to her. She learned that a salesperson who is honest and displays good customer service skills gets a lower score. The goal is to make a sale and make it quickly, she says.
Her supervisors were unhappy with her critique. She resigned because she didn’t like the company culture: “I was making too much of an issue of it.”
Garage Door Services uses hundreds of company names, phone numbers and websites to advertise in 31 cities across the U.S. Many of the company names are similar to more established garage door repair companies. Dozens of other companies locally and across the nation complain that GDS uses…