PDA

View Full Version : Work


snugglegirl05
05-26-2019, 10:39 PM
The grocery store chain I work for as a cashier is going through big changes.

A third u scan/self checkout was added to the front end earlier this year. At that time, the first attendant got to work at 6 a.m., the second attendant got to work at 11 a.m., and the third attendant got to work at 2 p.m. Currently all 3 u scans are open at 8 a.m. The first one opens at 6 a.m., the second one opens at 7 a.m., and the third one opens at 8 a.m. This is Monday through Sunday.

I heard the Assistant Customer Service Manager tell one of the u scan attendants that the Higher Up's want u scan usage to be 70% every week and manned registers to be 30% every week. According to the ACSM, the location I work at has u scan usage at roughly 64% every week.

The u scan attendants have to convince customers waiting in line at the manned registers to use u scan, especially customers who have small orders. This is supposed to make our u scan usage jump to 70%,

Hours for the part-time cashiers who are not u scan attendants as well as the baggers/courtesy clerks have been cut. We used to work 30 + hours a week. Now we work between 20 and 29 hours a week. It does not matter how long you have been working there. Your hours have been cut.

So I am looking for a job somewhere else.

I have been with the grocery store chain 3 years. This year I qualify for 2 weeks paid vacation.

Buzzard
05-26-2019, 10:50 PM
Yup. Vacation time is now job search time. It's sad when the decisions are made purely on a profit line basis, without actually looking at how the customers and staff are going to handle it.

MadMike
05-27-2019, 05:02 AM
The u scan attendants have to convince customers waiting in line at the manned registers to use u scan, especially customers who have small orders. This is supposed to make our u scan usage jump to 70%,


More like it's going to piss a bunch of people off. I guess those geniuses at corporate are too stupid to understand that if someone wanted to use the U-scan, they'd be using it already.

Personally, I prefer them if I'm only getting a few items. But some people don't like using them, and having someone pester them isn't going to get them to do it.

Irving Patrick Freleigh
05-27-2019, 03:29 PM
The u scan attendants have to convince customers waiting in line at the manned registers to use u scan, especially customers who have small orders. This is supposed to make our u scan usage jump to 70%,



"nO tHaNKs i DOn'T wOrK hERe."

Get ready to hear that a lot. Or some coarser version of it.

Kristev
05-27-2019, 03:54 PM
Agreed. I will use self-checkouts if I have just one or two things. But I strongly prefer a cashier.

Sandman
05-27-2019, 05:48 PM
One major issue is for those customers who are on WIC. The self-service checkout isn't equipped for that. In my state they are very vocal that the WIC customers be able to use the same registers as anyone else.

workerbee222
05-28-2019, 12:00 AM
Mmmhmm. Some of the stores still have their self-scans. Some have removed them, owing to customers who were cheating the store at the check-out.

Job searches stink. Hope you find something soon.

Seanette
05-28-2019, 01:28 AM
More like it's going to piss a bunch of people off. I guess those geniuses at corporate are too stupid to understand that if someone wanted to use the U-scan, they'd be using it already.

Personally, I prefer them if I'm only getting a few items. But some people don't like using them, and having someone pester them isn't going to get them to do it.

Might well get those customers to down their prospective purchases and walk out, but that would still reduce the percentage insisting on human attention, so by corporate "logic" (which makes my cat having a tantrum look reasonable) this would still count toward their goal.

little_miss_springfield
05-28-2019, 02:38 AM
Good luck on your job search!


Uggh, self check stats:( I hate how much those stats are emphasized at my library. Staff has to push the SCO so hard. It's fine to ask people if they'd like us to show them how to use it, but having to ask every customer that comes to the service desk to check out their stuff is ridiculous. I really wish somebody in management could explain why getting X percentage of customers to use it is so danged important. They say it frees staff up to do other things besides work the desk. Ummm. . . no, it really doesn't. It might if we didn't have a constant stream of new customers who don't know how to use it. Any time saved by old customers using the self checkout is offset by the time spent training new customers on it.

Buzzard
05-28-2019, 03:59 AM
In theory, eventually everyone would use the damned things. Only thing is, in scientific terms, a theory is something that has already been tested, and a general consensus reached, that this does indeed seem to work. Some of these SCO setups are less than intuitive, and prone to ... strange behavior, which leads people to avoid them like the plague.

Of course, buying a really great SCO system would cost money, and they're putting in the SCOs to save money, so why should they spend more money on it, right?

Mental_Mouse
05-29-2019, 02:25 PM
"Sir, the customers absolutely hate the self-checkouts."

"That is not acceptable. MAKE them use the self-checkouts"

"Sir, the customers are revolting!"

"Yeah, they stink on toast!"

dalesys
05-29-2019, 02:40 PM
"..."Sir, the customers are revolting!"...
"The CEO is a FINK!"

Irving Patrick Freleigh
05-29-2019, 06:56 PM
Mmmhmm. Some of the stores still have their self-scans. Some have removed them, owing to customers who were cheating the store at the check-out.



Have those stores replaced the self-scans with more cashiers and more open checkout lanes?

Most likely not. Which is why I don't buy the line that self-scans eliminate jobs.

snugglegirl05
05-30-2019, 01:32 PM
Yesterday an older male customer came to my line and asked me if my employer is wanting to make customers use u scan/self checkout. He noticed the number of u scan/self checkout lanes versus the number of manned registers.

I told him yes.

So then he asked me "is it worth it to complain about this because I do not want to be told I have to use u scan. I would rather go to a manned register?"

I told him to complain to the regional level, not the store level since the store level is told what to do by the regional level.

I also told him to not include the store location since the regional level would just send the complaint back to the store level.

workerbee222
05-31-2019, 10:33 AM
IPF, couldn't tell you. It's a store I don't shop at a lot, maybe pop in on the way to work to pick something up for lunch. Since I'm rarely ahead of schedule, that doesn't happen often. I happened to notice they're gone at that location. And at another store, I was at the next SCO when a customer brought her SCO process to a halt by trying to cheat the store.

I have been to another store at which the SCO area was firing on all cylinders: all in use and a kick-ass employee covering six of them efficiently and pleasantly. Had barely dragged the wine across the scanner and she was there to enter the code to allow my aging, booze-starved self to continue the SCO process. That's rare, though.

In spite of being "of a certain age" I like the SCO. I dump all the refrigerated/freezer stuff together, even if the bags end up different weights. Telling someone else how to bag my things seems like micro-managing.

Pixelated
06-01-2019, 02:47 AM
Well, the self-checkouts are certainly not costing any jobs here.

My current-soon-to-be-former place of employment has two self-checkouts ... that are nonfunctional more often than not. There is also a full register just past them and there is always one cashier both monitoring the self-checkouts and able to use the full checkout. The crap self-checkout machines make it amazingly easy to get people NOT to use them ... not to mention the fact that, when I am stationed there, I hate just standing there staring at the self-checkout monitors. So I almost always call over and say "I can ring you up here if you prefer" and 99% of the customers do indeed "prefer" to come to a live cashier.

I generally only use them if (a) I'm in a real hurry, and (b) I only have a few items.

snugglegirl05
06-02-2019, 12:55 PM
I was evaluated yesterday at work by the Assistant Customer Service Manager.

I passed almost everything. The 2 things I did not pass were...

I do not tell the customer that they received an "invitation" to fill out the on-line survey on their receipt, and I do not tell the customer how much they saved by using their loyalty card. That information is printed at the bottom of the receipt.

Mind you there is also the following happening at work...


Front-end employee walked off the job during her shift.
Front-end employee did not return to the front-end after his break was over. *One of the Front-end supervisors gave a break to one of the cashiers, and she paged him over the store intercom twice to come back to the front end after his break had ended. He did not return to the front end.*
Customers complaining that there are not enough cashiers or baggers/courtesy clerks
Customer leaving a cart full of groceries which includes perishable items at the front end, not telling anyone, and walking out the store due to long lines and not enough front end employees. *I found that cart after I returned from my break. I took that cart to the Assistant Customer Service Manager.*
Not enough employees at the front end to take back perishable items since Upper Management only allows the bare minimum of staff
A cashier calling out, and the MOD not authorizing the Assistant Front End Manager to call someone to replace her. *The cashier who called out was the closing cashier.*

Kristev
06-02-2019, 02:31 PM
Corporate priorities are all screwed up.

Seanette
06-02-2019, 03:54 PM
Same where I work. On our call scores (scale of 100), you lose either 10 or 15 points (can't remember which) for incorrect info (e.g. wrong arrival date for a shipped item or a wrong service fee), but will get a 0 on that call if you don't ask the caller to take their survey.

snugglegirl05
06-03-2019, 02:59 PM
Sunday was a zoo at the front-end.
Not enough manned registers.
Not enough baggers/courtesy clerks to help bag groceries as well as get carts from the parking lot.
Customers complained to store management about that.

Mental_Mouse
06-03-2019, 08:52 PM
I was evaluated yesterday at work by the Assistant Customer Service Manager.

I passed almost everything. The 2 things I did not pass were...

I do not tell the customer [..] to fill out the on-line survey on their receipt, and [...] how much they saved by using their loyalty card.

Mind you there is also the following happening at work...


I'd say they praise you with faint damns.

CyberLurch
06-03-2019, 10:36 PM
I use SCO for small orders, but if I'm doing a regular grocery run, most SCOs don't have enough room to bag my order properly. Not to mention a proficient cashier can ring my order MUCH faster than I can. Particularly since almost every time I use SCO, the damned computer throws some kind of error and then I have to wait for the attendant to correct the problem, and he/she is already running to fix sixteen other problems, so.....

snugglegirl05
06-04-2019, 01:11 PM
The Front End Coordinator who is over the *grocery store* location I work at as well as other locations came to work yesterday to speak to the Customer Service Manager about what happened this past Sunday.

The Customer Service Manager was off that day.

I overheard the Front End Coordinator talking to the Customer Service Manager about u scan over and over. She mentioned that the u scan attendants are not standing in the main aisle at the front end near their u scan station.

But I bet our customers are getting tired of my employer insisting that they use u scan.

Yet she is still focusing on u scan.

Irving Patrick Freleigh
06-04-2019, 04:40 PM
Well yeah.

More people using self-scans = fewer cashiers needed = $$$$$$$ saved.

snugglegirl05
06-04-2019, 05:30 PM
Well yeah.

More people using self-scans = fewer cashiers needed = $$$$$$$ saved.

Well, of course...

But that all depends on whether or not our customers want to be Told the use u scan.

Buzzard
06-04-2019, 06:57 PM
If I've *GOT* to use a machine that isn't easy to use, then do I *GOT* to go to that store? Other options nearby? Oh gee, a slightly higher price, but I don't have to self-abuse? Ring me up, Sonny.

Now in places that have spent the money to have the better machines that are NOT getting crammed down my throat... sure, ring me up, HAL.

Irving Patrick Freleigh
06-04-2019, 07:02 PM
In a year or so there will be a new big-box hyper-mart opening in my city. Their stores have many self-scans but also a good number of checklanes open with physical cashiers. Prices aren't too much higher than Th' Inbred Carnival.

I can't wait. I'll be done with Th' Inbred Carnival. Especially since they are getting stricter with receipt checks at the door for no great reason.

Nunavut Pants
06-04-2019, 08:57 PM
Sunday was a zoo at the front-end. ....
Customers complained to store management about that.

Sounds like Management will be having a meeting soon to yell at all the peons about not being available for checkout and carts and SCO and bagging, all at the same time....

Ironclad Alibi
06-05-2019, 02:06 AM
Now in places that have spent the money to have the better machines that are NOT getting crammed down my throat... sure, ring me up, HAL.

"I'm sorry Dave. I'm afraid I cannot scan that item."

"I'm sorry Dave. I'm afraid you need to move that item to the bagging area."

"I'm sorry Dave. I'm afraid you need to input a quantity after you scan that item."

"I'm sorry Dave. I'm afraid your card did not process correctly."

Buzzard
06-05-2019, 05:21 AM
"Hey HAL, check out this industrial electromagnet I've got. Now, where were we on that whole checkout routine?"
Still, I did specify the better designed machines. The Wallyworld near me recently upgraded to a newer generation of SCOs that don't get hung up on "OMFG, You didn't BAG THAT ITEM!", and have handy scan guns for reaching all over and around a cart. There's still issues with being able to ring up 60 identical items, but... meh. It's not like the live cashiers have the ability to do 60 bottles @ *scan item* anymore either.

Nunavut Pants
06-05-2019, 04:47 PM
"Hey HAL, check out this industrial electromagnet I've got. ..."

I believe the word you're looking for is "Degausser". :D

(I used one once on a hard drive; my wife wanted to make extra sure the drive was wiped. After ~10 seconds of using the degausser, the drive enclosure was too hot to touch!)

EricKei
06-05-2019, 04:59 PM
"Dave...What are you doing, Dave? I need those wires, Dave...Da-a-a-a-a-i-i-i-i-s-s-s-s-y-y-y..."

snugglegirl05
06-27-2019, 01:53 AM
Well...

Looks like I will be applying for partial unemployment since my hours have been cut to 21.5 hours for the first week of July.

My employer is insistent on getting customers to use u scan.

I am currently looking for a job.