GS/specialty answer calls all the time! placed on hold, a call for GM will go on hold 3x's before someone picks up, last one I took guest said they waited 5 minutes, I took care of them! Tm's just aren't doing it because the other leads don't check and don't care! It isn't just our store, when we call the closest 3 stores sometimes for guest, no one will answer. 2yrs ago they were having ETL's/DSD doing calls to check which stores weren't answering calls, I think we need another round of that. When leads don't really care about pleasing the guest, just metrics things may seem all together for awhile, but come to a head eventually.
