I just started a job at a large grocery store in California. On my first day as a cashier I was shadowing the manager and was told to observe proper etiquette and customer service. No problem right? Wrong.
The one instance that sticks out most to me was this one college aged kid. He had about 20 item in his cart as my manager scanned the first item then asked him to scan his card. He gave his rewards cards to her and waited. My manager looked dumbfounded and asked again for his card. Both me and the customer stared at her confused as he has just handed her his rewards card.
"No, no," she says, "please hand me your credit card."
I have never been asked this when I shopped at various grocery stores in my city but maybe this was just policy. Wrong again.
The customer blankly stared at my manager and asked why. She said it was more efficient for her to scan it now and that the line was getting longer. The customer acknowledged both those points and said he wanted to wait and see the total to make sure everything was the right price. As a college aged kid I can see why he did not want to hand over his credit card just yet, as his final total had yet to be determined.
My manager was appalled. She stopped scanning his groceries and stopped to reprimand him. "You're going to pay for all these groceries anyways. Can't you help me and everyone else along and just pay for everything now?"
Again, I give my manager the benefit of the doubt, maybe this is the kind of customer we always complain about.
Him: "I just want to make sure everything is scanned correctly and I feel uncomfortable paying an unknown amount."
Fair enough I think to myself, but my manager couldn't let it go. She continues to mutter under her breath but it's very audible. The customer, now getting irate having been delayed a few minutes is getting visibly upset. My manager sees this and decides to instigate further.
Manager: "You would be out of here by now, if you just listened to me."
Customer: "Well, I would also be out of here if you just shut up and scanned my stuff."
Uh oh.. here we go..
Manager: "I'm the manager here and will not be talked to that way."
Customer: "Oh good, a manager! Maybe you should do your job and scan my food."
Apparently my manager has never been talked about to in her life. She hmphs and doesn't talk to the customer for the rest of the transaction. As the customer leaves he turns to me and says:
Customer: "I hope you enjoy your work because this awesome manager must make work really fun."
I stood there speechless. My manager goes on to talk about him as he leaves and says how some customers are difficult and you have to handle them professionally and efficiently.
That ends my little story. I hope you all enjoyed it. Who do you guys think was right in this situation? I have an inkling but I'm still trying to process everything and am open to hearing what you all have to say.
This happened a long time ago but still sticks out to me.
I worked at a small discount store as assistant manager. We had just gotten a new manager and she was determined to do every single thing by the book. Even fired everyone except me twice.
We had this lady who came in all the time with her daughter. Her mom would buy her whatever she wanted but her mom couldn't really afford it and would end up returning some items at the end of the month. She always had a receipt and the original packaging so it wasn't really a problem.
One day she comes in and tries to return a Disney frozen comforter that was about $50. It was Christmas time so my company was being stricter than usual about our return policy.
She had her receipt but she came in with just the blanket. since it was a Disney item my store had a special policy about Disney items and it's almost impossible to return them.
I explained to her that we couldn't return the item cause it doesn't have the SKU and with Disney products I have to have the original packaging (plus we were sold out of the blankets I couldn't try to scan another one for the return even if I wanted to)
She of course gets angry yelling about how she returns stuff all the time and that its not her fault that I only make $7.25 an hour (I didn't but whatever) demands to see a real manager (I was 20 and look 15 so most people never took me seriously) calls me a bitch and asks how I expect her to pay her bills. She finally storms out telling me she'll be back.
About an hour later she comes back and the blanket is stuffed in the original packaging but the original packaging was clearly dug out of the garbage she didn't even bother trying to clean it out. It had like spaghetti sauce and old food in it. So the blanket was ruined.
She puts it on the counter and says here now can I return it bitch? I tell her no since it's now damaged cause she put it in the packaging with lord only knows what.
She gets angry continues to call me names demands for a corporate number and my name. I give it to her. Of course an older lady decides to be the hero and starts yelling at me too about it being Christmas and to just return it. Yeah lady it's Christmas and I'm trying not to get fired.
A couple months later the lady is still a regular customer. Every time she would come in their was still a weird tension from that event. One day she came in apologized to me told me she was under a lot of stress and understood I was just following policies.