I'm gonna complain b/c you don't have my coupon!

[OfficeSlug]

BG: grocery store.

Me:
PL: Pampers lady

Express lane, maybe 8am.

PL comes through line with milk and package of Pampers (diapers). I tell her the total.

PL: Nuh-uh! Those diapers are $3 off!!!
Me: If you have the coupon, I'll be glad to take off the $3.
PL: I don't have the coupon!
Me: Well, we have the weekly advertisement by the front doors if you want to find the coupon. I do need it for my drawer.

(In the meantime, other customers were starting to line up.)

PL huffs off, gets the advert, rips through it quickly, huffing, "I don't see the coupon!" She looks at me, "What are you going to do about it?"

Now, if I take $3 off anything, the dang coupon better be in my paperwork or I'm gonna hear about it (lady just got fired earlier this month for abusing coupon policies)!!!!!

"I'm sorry, I need the coupon. I'm not sure where you saw the coupon before."

She grabs the bag and says, "I'm gonna go to someone who can help!"

Ok, fine.

She stomps up to the customer service desk and COMPLAINS THAT I DIDN'T HAVE HER COUPON!!!!

The front desk clerk took off the $3 without the coupon just to shut the lady up (hey, I wasn't getting in trouble for her diapers, sorry, ain't happenin').

As she left, I said to her, "Have a nice day!" (Kill 'em with kindness, sorry I couldn't help you, yanno.)

She flung over her shoulder, "I TOLD ON YOU TO THE MANAGER!!!" (Told on me? What are you, six years old?!!??!)


And then I was told by the HR lady TO BE NICE TO PEOPLE!!!!!!!


WTF?

Getting in trouble for not having coupons in my paperwork (company policy) = NOT BEING NICE to people?!

Our management is beginning to really, really suck.

[Hyndis]

Then ask them about the coupon policy.

If I get chewed out for following policy, then I will ask if that policy has been changed and is no longer followed.

This forces them to choose between continuing to chew you out, or to change the policy on the spot, something they likely do not have any authority to do. Be calm and impersonal about the whole thing. Make them decide if you should be nice to customers at all costs or if you should continue to follow policy. Then do exactly what they decide on, and if anyone else complains, simply point to the boss who told you to do that.

[OfficeSlug]

It's not so much about the coupon policy (I know they print out a list of coupons and match them up with the actual coupons in our paperwork)... if someone else wants to take the heat, fine, hats off to 'em. Ain't gonna be me.



It's that the customer TATTLED (and was thrilled about it apparently) on me for not having her coupon -- up my a$$ --- I mean, at my fingertips for her!!!

[XCashier]

Make them decide if you should be nice to customers at all costs or if you should continue to follow policy. Then do exactly what they decide on, and if anyone else complains, simply point to the boss who told you to do that.

If you do this, get it in writing. It's only too easy for a manager to make a verbal rule, then lie and say "I never said that!" The managers who have no spines also tend to have no honor.

[Teskeria]

Should have thanked her! "Thank you so much! I really appreciate you letting my managers know I am following policy properly. That was so kind of you!" Would have really pissed her off, would probably flounced out in fury that her childish act backfired.

[mattm04]

Sounds like my stores Customer Service policy. Just make them happy unless it costs over $XX and is not illegal. AKA a SC's delight, including getting cash for "pain and suffering" because they had to wait three minutes for their turn in the deli as one SC got away with.

[Hyndis]

If you do this, get it in writing. It's only too easy for a manager to make a verbal rule, then lie and say "I never said that!" The managers who have no spines also tend to have no honor.

Yup. Nothing quite like forwarding their own email they sent on their decision back to them.


"I NEVER SAID THAT WHY ARE YOU DOING THIS BLAAAARGH!!!"

/forward email

"I, err....uhh....okay..."

[Sheldonrs]

...
And then I was told by the HR lady TO BE NICE TO PEOPLE!!!!!!!
...

ACCEPTABLE RESPONSE:

"I'll do my best you weak-willed, chickened-livered cunt flap. HAVE A NICE DAY!"

[Pezzle]

It's as I say at the arts and crafts store that's apparently owned by a chap named Mike.

I follow coupon policy to a T. To the letter. Dot every i, cross every t et cetera. Customers always huff and whine about it. Too bad, it's printed right on your coupon. Some other stores may choose not to, that's their perogative, and their ass when the fire is lit beneath them. If I ever get an HR call like that, I will say "Fax us a new coupon SOP and change the printings from "one coupon type per customer per day" to "use whatever the fuck you want" and I will gladly stop."

[jjllbb]

every day i get someone saying to me "I forgot my coupon at home! Why can't you just give me one?" or "why can't you just mark it down for me anyway!?"

There's a reason they go through all the trouble of printing them and sending them out....so you can friggen bring them in to use them.

[OfficeSlug]

"I forgot my coupon at home! Why can't you just give me one?"

Exactly~~

As if I keep a stack of coupons at my register!

Sometimes we keep the free Reusable Bag coupon or "Buy 4 get 1 free" (12pk soda) one but keeping those around aren't REQUIRED.... it's just because those are terribly popular!

[Dips]

And they're diapers for crying out loud. It's not as if it's a one-time purchase where she's never going to buy more.

If you forget the coupon for one purchase, just bring it in next time you buy diapers.

Now that she knows she'll get money off without a coupon if she complains enough she's bound to keep doing it.

[tamezin]

Make them decide if you should be nice to customers at all costs or if you should continue to follow policy. Then do exactly what they decide on, and if anyone else complains, simply point to the boss who told you to do that.

That would make sense right....remember we are talking about management. They don't make sense; their decisions don't make sense.

They move in mis-use company assets. (ie build their own private b-room cause they are to good to share with the peons) then eventually leave before their bosses find out how really incompetent they are. Most have aspired to be the poster child of the Peter Principle. (goals, we have to have goals)

Prices must be raised to cover the costs of really bad managerial decisions that result in huge cumulative losses. In the end that is where you I and I get it, without the joy of any type of fore-play.

[OfficeSlug]

Now that she knows she'll get money off without a coupon if she complains enough she's bound to keep doing it.

Unfortunately, that's exactly what happens AT THOSE OTHER PLACES so it rather filters into our own places of work!!

Prices must be raised to cover the costs of really bad managerial decisions that result in huge cumulative losses.

Sadly these losses cut NOT into management's bonus rewards, but rather, the peon's hourly pay!!!!! "Sorry, guys, we're just not MAKING ENOUGH to justify raises!" So cut out the $10k per year BONUS for the management who makes these terrible decisions!!!!

Or something.

[simplyanother]

It's as I say at the arts and crafts store that's apparently owned by a chap named Mike.

I follow coupon policy to a T. To the letter. Dot every i, cross every t et cetera. Customers always huff and whine about it. Too bad, it's printed right on your coupon. Some other stores may choose not to, that's their perogative, and their ass when the fire is lit beneath them. If I ever get an HR call like that, I will say "Fax us a new coupon SOP and change the printings from "one coupon type per customer per day" to "use whatever the fuck you want" and I will gladly stop."

I won't take more than one of the same type, but if a customers says "can I just go through another line?", I just repeat the coupon policy back to them. I'm not going to police them, and I don't even care if they go through ALL The lines. I just know I'm not going to screw up MY drawer.

We had extra coupons for a few months last year. We were required to set out the fliers, and by Monday morning, they'd be all gone, because the vultures would grab a stack full.

Though it was fun after they started sending us coupon-less fliers. To see the faces on the people who thought SCORE! Only to get no coupon-y goodness.

I just wish I COULD reward truly awesome customers with a coupon every once in awhile. Even though I hated the coupon log when we had it, it was nice to be able to say to a customer who was really deserving "did I hear you ask me if I had any coupons? I'm sorry I don't, but I do have this handy dandy paper that lets me manually imput one for you". Now, the only people who get the coupons are the bitchy complainers.

And the freakin friends and family is a joke this year.....

eeek craft store rant, sorry.