ASM was talking to all the cashiers and baggers on Thursday night about how we failed two mystery shops in a row. I was aware of the most recent failure, but had no idea it was the second this year. I could see that ASM was possibly scared for his job; he's usually pretty chill and I'd never seen him that agitated.
The only reason we failed? BOB. 'Bagger interaction' was a close second, but a number of our baggers either don't speak English well enough to (or just don't want to) converse with customers, customers ignore the bagger other than to yell about how they suddenly want it in triple plastic and double paper, or some other reason I can't think of right now.
One thing about fixing BOB: if the cashier doesn't see it (a possibility, some of our cashiers are physically too short to be able to properly see the mirrors we have installed, I'm 'too tall' and sometimes need to crane my neck to get a good view), the bagger's vantage point is worse as they may not catch it until the customer is already through the lane. A few of them just can't do the bending required to get something out of the bottom of the carts; and if a cashier needs to go around and get items out (which they can't do if the next lane is occupied) that slows things down. If a customer is using a S-it gun and reusable bags, BOB (in a sense) is stupidly easy to pull off and an audit may not catch it.
The way I see things, the primary BOB issue is not ASM not doing his job, it's that people either forget, don't care, or...there's something going on. If we had a way of tracking BOB occurrences with each cashier, that would figure out who needs a refresher (or who is doing something odd). I don't think like corporate though.
The only reason we failed? BOB. 'Bagger interaction' was a close second, but a number of our baggers either don't speak English well enough to (or just don't want to) converse with customers, customers ignore the bagger other than to yell about how they suddenly want it in triple plastic and double paper, or some other reason I can't think of right now.
One thing about fixing BOB: if the cashier doesn't see it (a possibility, some of our cashiers are physically too short to be able to properly see the mirrors we have installed, I'm 'too tall' and sometimes need to crane my neck to get a good view), the bagger's vantage point is worse as they may not catch it until the customer is already through the lane. A few of them just can't do the bending required to get something out of the bottom of the carts; and if a cashier needs to go around and get items out (which they can't do if the next lane is occupied) that slows things down. If a customer is using a S-it gun and reusable bags, BOB (in a sense) is stupidly easy to pull off and an audit may not catch it.
The way I see things, the primary BOB issue is not ASM not doing his job, it's that people either forget, don't care, or...there's something going on. If we had a way of tracking BOB occurrences with each cashier, that would figure out who needs a refresher (or who is doing something odd). I don't think like corporate though.
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