Today, T-Mobile is one of the largest carriers in the US. But if we turn back the clock a decade ago, it wasn’t quite on par with the likes of AT&T and Verizon. However, that changed when then-CEO John Legere hopped onto the stage in a leather jacket and announced the Un-carrier program. That changed again when Legere stepped down and Mike Sievert took over, where T-Mobile started to feel like the carriers it used to rebel against, but it looks like the tides are turning once again with the new T-Mobile CEO, Srini Gopalan, who feels like he could be channeling some Legere spirit within him.
T-Mobile’s new CEO is carrying some of that Legere spirit
For starters, the new T-Mobile CEO Srini Gopalan seems to have some of the free-spirited nature that Legere has. Instead of going on stage in a suit and tie during the most recent Un-carrier event, Gopalan ditched the corporate look for a white pullover shirt and blazer with T-Mobile’s logo pinned onto it.
He also appears to carry a customer-first kind of attitude, similar to that of Legere. This means that instead of aggressive sales tactics, Gopalan wants to employ a more empathetic and attentive attitude towards customers. So, instead of pushing all kinds of unnecessary sales, he is promoting transparency and fairness.
In fact, according to a PhoneArena report where they spoke to some T-Mobile reps, many of them confirmed that during Sievert’s reign as CEO, many customers were unhappy. They were forced to deal with reps who wouldn’t sell them a new phone unless they bought extras. We’re talking about insurance and miscellaneous phone accessories. Some reps even added items to orders without customer knowledge just to hit performance targets.
T-Mobile issues
What these T-Mobile reps told PhoneArena isn’t new. In fact, this year alone, we’ve come across multiple reports of reps being unhappy at the way the carrier was handling this. For starters, this included the mandatory use of the T-Life app. Previously, customers could walk into a store to get help.
However, T-Mobile made it so that reps had to encourage customers to use the T-Life app within the store. If customers refused to download or install the app, reps were then required to write up detailed reports about it. This led to customers walking away without having their problems resolved.
T-Mobile isn’t in any danger of losing its place as one of the largest carriers in the US. However, having happy employees and customers is a good way to ensure sustained success. Hopefully, under Gopalan’s leadership, we’ll see the return of the Un-carrier.
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