Happy New Year everyone!
I'm ready for 2012 to start. 2011 can suck it.
Last week I received a phone call asking for the manager.
"I'm the manager," I told this woman.
"I thought the manager's name was Steve," she said.
"That's the owner, he's my dad but he's not here right now."
"Oh, I guess you'll do. I have a complaint about one of your employees."
"Go on," I said, intrigued.
She went on to tell me how one of our employees was extremely rude to her when she was there. She said that the cashier ringing her up YELLED at her to sign her credit card slip and slammed her cigarettes down on the counter with such force that she thought the cashier broke the cigarettes inside.
Naturally I apologized and said I would reprimand the employee. I invited her to come in for a free coffee courtesy of the store and we hung up shortly after.
As usual I never really believe anything a customer says until I verify it for myself, so I immediately went to our security system and checked the date and time that this woman said she was in.
Sure enough, there she was, and there was our cashier ringing her up.
I had to watch the tape about five times to make sure, because there was NOTHING WRONG. There was no slamming of cigarettes on the counter, there was no yelling. Our cashier was even smiling at her when ringing her up!
I did notice that this lady came in with an attitude. She's the one that threw her purse down on the counter and seemed to be all pissy with the cashier. This is also a customer that I've never seen before, even though she said she's always in every morning. Bullshit. I know every morning customer and she ain't one of them.
People, if you're going to complain about one of us, make sure it happened the way you said it happened. Don't fuck around and try to get us in trouble.
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People used to pull stunts like that when I was working at a hotel. The worst thing was, even though we also had security footage they could review, the managers would just unquestioningly give the complainer free stuff, and then blame the employee(s). I think half the time the people were just making things up to get the free stuff.
ReplyDeleteI had this happen to me one time too, when I was working at Dunkin' Donuts. A guy stormed in and said that I had called his wife a bitch when they went through the drivethru, and started screaming at me at the top of his lungs. Since I was 16 or 17 at the time, it was pretty terrifying.
ReplyDeleteLike Haley's boss, I got blamed at the time and sent home for the day, only to get called back later that day and apologized to by my manager, after he reviewed the tape and noted that I wasn't even on drivethru at the time. whoops.
Hahaha customers are evil, lying, dumb sticks and slightly retarded. Sometimes people come to my counter and I can feel they want to make an issue even before I say "Hi can I help you".
ReplyDeleteCheers,
JB
i enjoyed reading. hihihihi
ReplyDeletea visit form philippines. :)
I'm a cashier at a major retailer...just discovered your blog and trying to read all your posts.
ReplyDeleteThis situation I can relate to. The number of times a customer will complain about someone, yet what the customer said never happened, or happened in a totally different way than the customer explained it happened. Or a customer blaming a cashier for something the cashier did not do (one day a customer was adamant one of the cashiers must have kept something as she could not find it in her purse or in her packages. Went off the rails to everyone in earshot.....15 minutes later, guess what the customer found in one of her bags? Yep, the supposed missing thing. No apology given by the customer to the cashier or any other employee she railed on. Hopefully she was embarrassed.)
Recently one of the cashiers retired....no warning she was going to (was of age to), so it was not planned for that time. Found out the other day that Head Office received a complaint, forwarded on to the store manager. Because Head Office/manager was not backing her up but going with the customer, she decided that was it and retired. What caused the complaint? One day I was watching and I saw her look at a coupon and say something to the customer. The customer said something back. I could tell from the cashier's face something had happened. Turns out it was an expired coupon. When she told him she was unable to use it, he commented to her that she was a slave and had to do what the customer wanted. She told him she was no one's slave, and expired coupons can't be used. I think it was after he left she reported it to the CSM. Have had other cashiers called bitches, lowlifes, you name it.
OMG, I could have written that! Just yesterday!
ReplyDeleteWhat bugs me is that managers side with customers. Personally, I don't care if they never come back to the store, and let's be honest, they always do come back to my Big Box store in this little town, even when they say they won't ever. Even the shoplifting little thieves and their totally outraged mothers who swear their little jennies would never take anything and we are so mean and awful to accuse her of such.
I say to customers, well, that is your choice to make, and Duluth isn't that far away go to Target.
Yeah, I get coached a lot.