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I had to diffuse two potential meltdowns within the first hour of my shift today. Oh yeah, it's important to mention that I'm a "line cashier". I'm not management, quasi-management, or anyone high on the totem pole. That said, management has given all of us the authority to do whatever necessary (within reason) to make the customers happy.
The first problem happened around 9:30 this morning. Now...yes, it's a Saturday morning, but it's early. Two cashiers is typically PLENTY. We get short rushes (like 10 minutes) from time to time, but we generally have another person in the store who is register-trained to help out during those times. We had a bit of a rush, and I was cashiering as well as A. A customer went to the customer service desk and practically yelled at C (one of the sweetest people EVER) that she needs more cashiers, it's busy, and she's tired of waiting. She totally had the entitlement/impatient tone to her voice. THAT, and she was trying to turn other customers against us. C did go get N, our relief for the rushes. When I got to the customer, I explained to her that generally, the two of us are sitting up there twiddling our thumbs, and it doesn't make sense to have another cashier up there when they're not needed most of the time. Her response? "Publix is a HUGE company...they're making money regardless. They can handle it". I replied "Yes, I understand that. However, we're only given so many hours per week. We have decided that it makes more sense to have more people on during the steadily busy times than the choppier busy times. I'm sorry, but our hands are tied." She then tries to change the subject about how her slow nephew works for Publix and how it's as great company and yadda yadda yadda. I tuned out about this point.
Child #2 was MUCH more....volatile.
I'm ringing up her order, and everything seems peachy....until we get to the craisins. Now, we all know that craisins are the beginning and end to everything, and they're vitally important to the balance of the universe. Oh. My. Goodness. They rang up for $2.09 each (she had three). She said they were on sale (this is important) for 2/$3. So I ask the bagger to get an ad for me, and I look through it. NOTHING is 2/$3 this week. NOTHING. So I send (against my better judgment) my bagger - who is a little slow - with the customer to go check the price. She brings me the price tag, which is NOT a sale sign. Sale signs are very obvious and say SALE on them. Anyhow, they were in fact 2/$3. Meanwhile, I had stored her order, and had gone onto the next customer. Who knew how long the price check would take? So she comes back with this triumphant look on her face, and I explain to her that it's just fine. I said "I stored your order on the system, kind of like how you save a document on a computer. Up front, they can recall your order, which is like opening that document on the computer. Then, what they're probably going to do is give you one of the craisins for free, then give you the other two at the correct price." This was all interjected by her asking random questions, but I continued on with what I was saying. I dumbed it down enough so she could understand it no problem. She complains a little about having to go up front, but I somehow defused that by explaining that I didn't want the customer behind her to wait. I got rid of her, and she jumped down the poor customer service staff's throat. I went up there later and apologized for sending her up there, and had tried my best to calm her down before they got her. This woman was *thisclose* to kicking and screaming on the floor.
*sigh*. I do work with kids, and I was tempted to tell these women to hold their tongue on the roof of their mouths and count backwards out loud from 100, and THEN I would deal with them. Too bad I can't do that with customers....
The first problem happened around 9:30 this morning. Now...yes, it's a Saturday morning, but it's early. Two cashiers is typically PLENTY. We get short rushes (like 10 minutes) from time to time, but we generally have another person in the store who is register-trained to help out during those times. We had a bit of a rush, and I was cashiering as well as A. A customer went to the customer service desk and practically yelled at C (one of the sweetest people EVER) that she needs more cashiers, it's busy, and she's tired of waiting. She totally had the entitlement/impatient tone to her voice. THAT, and she was trying to turn other customers against us. C did go get N, our relief for the rushes. When I got to the customer, I explained to her that generally, the two of us are sitting up there twiddling our thumbs, and it doesn't make sense to have another cashier up there when they're not needed most of the time. Her response? "Publix is a HUGE company...they're making money regardless. They can handle it". I replied "Yes, I understand that. However, we're only given so many hours per week. We have decided that it makes more sense to have more people on during the steadily busy times than the choppier busy times. I'm sorry, but our hands are tied." She then tries to change the subject about how her slow nephew works for Publix and how it's as great company and yadda yadda yadda. I tuned out about this point.
Child #2 was MUCH more....volatile.
I'm ringing up her order, and everything seems peachy....until we get to the craisins. Now, we all know that craisins are the beginning and end to everything, and they're vitally important to the balance of the universe. Oh. My. Goodness. They rang up for $2.09 each (she had three). She said they were on sale (this is important) for 2/$3. So I ask the bagger to get an ad for me, and I look through it. NOTHING is 2/$3 this week. NOTHING. So I send (against my better judgment) my bagger - who is a little slow - with the customer to go check the price. She brings me the price tag, which is NOT a sale sign. Sale signs are very obvious and say SALE on them. Anyhow, they were in fact 2/$3. Meanwhile, I had stored her order, and had gone onto the next customer. Who knew how long the price check would take? So she comes back with this triumphant look on her face, and I explain to her that it's just fine. I said "I stored your order on the system, kind of like how you save a document on a computer. Up front, they can recall your order, which is like opening that document on the computer. Then, what they're probably going to do is give you one of the craisins for free, then give you the other two at the correct price." This was all interjected by her asking random questions, but I continued on with what I was saying. I dumbed it down enough so she could understand it no problem. She complains a little about having to go up front, but I somehow defused that by explaining that I didn't want the customer behind her to wait. I got rid of her, and she jumped down the poor customer service staff's throat. I went up there later and apologized for sending her up there, and had tried my best to calm her down before they got her. This woman was *thisclose* to kicking and screaming on the floor.
*sigh*. I do work with kids, and I was tempted to tell these women to hold their tongue on the roof of their mouths and count backwards out loud from 100, and THEN I would deal with them. Too bad I can't do that with customers....
I don't think I've ever had craisins but I like dried plums too (I like the cherry essence flavor).
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