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View Full Version : 12 Items Or Less: A Difficult Concept


Dreamstalker
11-07-2011, 03:35 PM
I saw so many SCs last night who apparently never passed first grade math...

Among them was an old lady of a certain ethnicity (some of them are nice, but I wonder if the majority around here don't have ties to the Brighton Beach mob) who trundled up with...yes, 12 items, but she had 6 each of 12 different items. I'd heard about that tactic but not actually seen it until now. Three minutes to close :banghead:

Unfortunately, the express cashiers aren't allowed to send customers to another register once they've started unloading their crap (all the lanes can fit carts through and when it's busy it's easy for someone with a full cart to slip into a '12 or less' line). Their IPM goes down, because all that the register timer knows is that each transaction should take about a minute max on an express lane.

I think that transaction, including the SC arguing about how to bag her items, took no less than five minutes because she had multiple declined cards (the SNAP card system is having issues, so it took about six tries for that card to finally go through).

Nemesis44UK
11-07-2011, 03:44 PM
I heard from a friend that a SC turned up at her 10 items or less till with a trolley full of stuff and a shit-eating grin on her face. That was soon wiped off when my friend asked which of the 10 items she wanted to put through her till.

barainga
11-07-2011, 03:48 PM
This is one of those beautiful examples of letting them get away with it just makes it happen more.

XCashier
11-07-2011, 04:08 PM
Among them was an old lady ... who trundled up with...yes, 12 items, but she had 6 each of 12 different items. I'd heard about that tactic but not actually seen it until now.
Yep, that's been noted before (http://w00t.chaobell.net/20021220.html). It's not lack of counting ability, it's lack of manners and common decency.

Once upon a time, we used to be able to ring up mulitples of one item by typing 12 X and scanning the barcode, but companies don't like doing that anymore because too many items slipped through the cracks and inventory was off if there was one slightly different item in the bunch, so now we have to ring up each individual item. Sorry, those 50 scrapbooking papers do have to be rung up one...at...a...time. Yes, even though they're all the same. :(

x_ugh_x
11-07-2011, 05:41 PM
They do it BECAUSE THEY KNOW THEY CAN. where i work we're not allowed to turn customers away either. When im working express i'll have customers that'll come up to me with atleast 300 items and say 'oh those other lines were too long' and start unloading :pissed: its unfair to the other customers who actually follow the rules.

emax4
11-07-2011, 05:48 PM
If they know they can do it because they can, and as there are no people waiting behind the a-holes (why would they, as they can see the person in front of them trying to purchase more than 12 items in the express lane?), why not enjoy your time with the customer, take your time to smell the roses, so to speak? :devil: Go ahead and scan each item slowly, looking at each item front and back with each item scanned. They want to get out of the place, but if they can be an asshole and get away with it, there's no reason that you can't do the same, even giving them a little payback of your own by taking your sweet time.

EricKei
11-07-2011, 08:37 PM
emax - this is true, and would be a lot of fun -- but DS mentioned that they have to worry about IPM/Items (scanned) Per Minute....If it gets below a certain threshold, the cashier gets in trouble. Because, of course, it's their fault that buttmunches like these exist and get away with what they do.

The best part is, I'm sure that people who DO follow the "express lane" rules get mad at the cashiers for "letting stuff like this happen" when they are behind people like this.

Ya just can't win sometimes.

Dreamstalker
11-07-2011, 08:43 PM
Once upon a time, we used to be able to ring up mulitples of one item by typing 12 X and scanning the barcode, but companies don't like doing that anymore because too many items slipped through the cracks and inventory was off if there was one slightly different item in the bunch, so now we have to ring up each individual item.
Same at my store, there's no quantity key so even if you have 10 of the same thing, it needs to be scanned 10 times x_x (hint to corporate: that is why cashier speed goes down)*

* IPM is one of the reasons I kinda don't want to become a cashier aside from the magnitudes of suckiness and abuse I'd get to deal with; even if I can scan 30 items per minute that doesn't matter if the SC wants to argue about every single price

EricKei, what is your avatar from? It looks disturbingly familiar for some reason...

Raveni
11-07-2011, 09:46 PM
When I was at Grocery Store, IPM was measured by the time that you were actually scanning items. So, the clock would automatically stop when it was time for the customer to pay. The instant someone starts to argue about something, I'd just hit "total" to stop the timer.

Big orders tended to have better IPM, because you get into a groove and can scan 10 boxes of cereal and a pile of tuna a lot faster than the first few items you are scanning while the customer is still unloading their cart.

I agree with everyone else... It's just a lack of manners. Even if your lane is empty when they start, 3 or 4 express lane customers could be waiting by the time the one SC is done.

EricKei
11-07-2011, 09:55 PM
EricKei, what is your avatar from? It looks disturbingly familiar for some reason...
Oh good. That was exactly the effect I was going for ^_^

It's Gary Glitter, a glam rocker from days of yore.

Ya see, it's time for the XMAS Card mailing around here, and I've apparently become known for striking abject horror sending out cards that spontaneously redecorate people's desks. I felt it would be appropriate :angel::devil::angel:

DGoddessChardonnay
11-08-2011, 01:01 AM
I agree with everyone else... It's just a lack of manners. Even if your lane is empty when they start, 3 or 4 express lane customers could be waiting by the time the one SC is done.

And this is why I much prefer being on a regular register and take the bigger orders. Much less trouble as a general rule and, at times, less general bitchiness.;)

Moosenogger
11-08-2011, 02:05 AM
Oh god, I hate when people do that. I saw a group of grown men in the express lane (10 items or less) with at least 30 items in their cart. I only had two, yet I had to wait in a regular lane because they either can't read or can't count.

I was so tempted to yell, "Which is it, guys? Either you never learned to read English or you never learned how to count to 10." I wonder if they'd have gotten offended.

CinSim
11-08-2011, 03:39 AM
I wish the express lane cashier who is obligated to take someone with too many items could suspend the transaction partway through scanning, pull up the next person in line, check out their few items and send them on their way before resuming with the mannerless pig. They might learn a lesson that way!

*slinks off to keep dreaming*

Dreamstalker
11-08-2011, 03:49 AM
When I was at Grocery Store, IPM was measured by the time that you were actually scanning items. So, the clock would automatically stop when it was time for the customer to pay. The instant someone starts to argue about something, I'd just hit "total" to stop the timer.
I think the clock here stops at "Total/Subtotal" as well...a lot of customers who want to argue about prices do so as an item scans (while the timer is still running). Restarting it without voiding the transaction or cashing out apparently requires a manager's code.

Someone tried that earlier tonight during a rush, and the cashier just totaled it out, saying "It's going to take a while to resolve this and I do have a line, so you can pay for what I've already rung and go wait at customer service." :angel: The look on SC's face was...frankly indescribable. CBF crossed with I don't know what. SM was watching and had to run up to the office to laugh his head off. SC can't complain, because the cashier technically did complete a transaction...I come to find out later that SC was hoping to get the 'disputed' item for free (loophole in our policy, although there was no price error except in SC's head) and failed.

Slayer
11-08-2011, 04:44 AM
We have the same issues at the grocery stores in my area.

Though I must admit I'm sometimes an issue, too. Sorry :( Our fast cashes are 8 items or less and we have stupid laws about how many cashes can be open during what times and blah blah blah. I'll never go with a full cart, but I will go if I have multiples of an item with the total coming to let's say 10 items. I'll put all the items on the belt with one of the multiples at the end. I just tell the girl how many and they do quantity or just scan that one item multiple times. When I do a proper shopping, it's always at the regular cashes.

6 of each 12 items is pushing it to say the least.

Curious, though. Here, all fast cashes are also have the service counter where the one cashier handles both (pisses me off, but extra person = money, sigh). Is that the same for you where there's the one minute timer? Like if your customer also wants lottery tickets printed?

Chromatix
11-08-2011, 05:29 AM
Around here, there are *no* express checkouts. No SCOs either.

Mind you, all of the local chain supermarkets are cooperatives. Funny how that works...

BethB
11-08-2011, 05:54 AM
When I have customers that knowingly do this, I will take my sweet ass time on their order and let the customers behind them make all the comments. works every time.

emax4
11-08-2011, 07:25 AM
When I have customers that knowingly do this, I will take my sweet ass time on their order and let the customers behind them make all the comments. works every time.

Thank you! And by the management allowing customers to go through the express line with more than the maximum number of items, they're just shooting themselves in the foot. There's no need to have it fall on the shoulders of the cashier either.

Next time it happens, the management needs to be instructed to remove the sign so it's no longer express or remove that time so it won't count against the cashier when management allows customers to break the rules so that the employee gets penalized. Advise them that they can have either one but not both. Management needs to know that when they allow one customer to get away with it, it hurts the other customers in line, and that's favoritism, not customer service at all.

RealUnimportant
11-08-2011, 08:37 AM
Oh good. That was exactly the effect I was going for ^_^
I thought you were just going for disturbing...
It's Gary Glitter, a glam rocker from days of yore.
I'm not sure where you are globally, but you might want to review his exploits of the last decade or so... He's not someone most people would want to be compared to! :eek:

EricKei
11-08-2011, 09:46 AM
He's not someone most people would want to be compared to! :eek:
I am aware ^_^ Which is why I simply listed his name and not a wikilink :rolleyes: It was more for the glitter part than anything else. (referring to my prior comments - my holiday cards tend to be glittery. As in, "Dammit Eric! I just cleaned this desk!" glittery. :devil:)

Dreamstalker
11-08-2011, 01:34 PM
We don't have dedicated express lanes; cashiers just switch back and forth as an FEM tells them to. Which also creates a problem, as I've seen SCs with a cartload of crap dart over to a now-express lane as the cashier is turning on the express light and whine "But it wasn't express when I decided to come here!". Dedicated lanes seem like they would solve that problem, or at least let the cashiers chew them out.

Slayer, at my store you have to get lottery tickets at the customer service desk up front (which also creates some small problems relating to lines the way the counter is laid out--you have lottery addicts taking up all the space meant for money order/loyalty card customers).

Jay 2K Winger
11-08-2011, 03:08 PM
I hated people who would come to the Express line at the wholesale club (8 items or less) with a full cart or flatbed (or multiples of either)-- and like the OP and others, I could not turn them away-- and then, because it takes longer to scan large orders like that, they say something like "I thought this was supposed to be the Express line!"

J2K: "If you'll look at the actual light on the register, you'll see it's 8 items or less."
SC: "Well, I need cigarettes and don't want to write two checks."
J2K: "Even so, if you come to the Express line with a lot more than 8 items, you really can't complain about how long it takes me to scan."

And it was the way I said it-- in a joking, 'you should know better, dear' tone-- that let me get away with saying such things without getting complaints.