Our latest round of customer service surveys is in, and the results are bad. We use Net Promoter, which means negative scores hurt our scores more than good scores help. It's basically "dissatisfied customers tell X more people about their experience than satisfied ones do" turned into a computer algorithm.
We only have one negative experience mentioned on the report, and it's from a 56-year old (how do I know? It's mentioned 3 times in the comments) woman (how do I know? She mentions buying feminine hygiene products) complaining that she was carded when trying to buy a copy of the movie It's Complicated.
OMG! This was ridiculous. This was ludicrous. This was unbelievable. This was totally unnecessary.
As for her being carded--this is a company policy, probably required by no law but implemented to give off the impression of being family-friendly. I don't know if it's universally enforced. My guess is this woman was checked out by a newer cashier who was told she had to card anybody and everybody buying age-restricted media (movies and video games with certain ratings, music with parental advisory labels).
In one of her three comments blasting her experience, the woman said she'd be back to return the movie and would then go someplace else to purchase it. Uh-uh. Movies are exchange only. Also she could get carded at the other place if they have a policy similar to ours.
Lastly, she claimed she doesn't look a day under 50. So why not take being carded as a compliment? I am no longer being consistently carded when I buy alcohol; this is quite disturbing to me.
We only have one negative experience mentioned on the report, and it's from a 56-year old (how do I know? It's mentioned 3 times in the comments) woman (how do I know? She mentions buying feminine hygiene products) complaining that she was carded when trying to buy a copy of the movie It's Complicated.
OMG! This was ridiculous. This was ludicrous. This was unbelievable. This was totally unnecessary.
As for her being carded--this is a company policy, probably required by no law but implemented to give off the impression of being family-friendly. I don't know if it's universally enforced. My guess is this woman was checked out by a newer cashier who was told she had to card anybody and everybody buying age-restricted media (movies and video games with certain ratings, music with parental advisory labels).
In one of her three comments blasting her experience, the woman said she'd be back to return the movie and would then go someplace else to purchase it. Uh-uh. Movies are exchange only. Also she could get carded at the other place if they have a policy similar to ours.
Lastly, she claimed she doesn't look a day under 50. So why not take being carded as a compliment? I am no longer being consistently carded when I buy alcohol; this is quite disturbing to me.
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