Tweet
I am SO ready to have four days off this weekend...
Break the rules!!!
I had TWO separate customers tell me to break the rules for them---one a more serious rule than the other.
BG: We've had this frequency sticker card promo going all summer. The company ran out of the cards a few weeks ago, so we've only been able to fill up cards and redeem them at this point. The promo ends Monday. We are NOT allowed to accept stickers on ANYTHING except the frequency cards (one store manager almost lost his job over this already).
/end BG
SC comes through DT, orders a smoothie and says she has a sticker card. CW says we'll take care of it at the window. I'm on the DT register, so I go to take her frequency card.
Me: Hello, you have a frequency card to redeem today?
SC: (half-mumbling this whole time) Yeah, but I don't mumblemumble...
Me: Do you have your card?
SC: I have these stickers. (wherein she produces a small length of the sticker ribbon complete with seven stickers)
Me: I'm sorry, but we can't take just the stickers. It needs to be a card with stickers on them.
SC: Well I have a card, but the stickers aren't on them... (mumbles something about numbers on the card, she needs to keep it, etc etc)
Me: I can put the stickers on for you, but I must have a card with stickers on it.
SC: Well [other store] took just the stickers!
Me: They are not supposed to, and we can't either.
SC: (looking dejected) Well...what about my smoothie? Are you just going to WASTE IT??
Me: No, we'll put it back in the fridge for the next customer.
SC: Fine! I'll go to [other store]!!!
Me: Ok, have a nice day.
I told my ASM, who immediately called the other store and told them to be sure no team members take just stickers, and that this scammer was on her way over. I wonder what she said to them...
If I had given in to her, that would have been my job.
Break the rules part deux
This one was not nearly as serious a rule, but it still annoyed me, because of what came out of the SC's mouth.
SC comes in, orders a coffee and a piece of lemon poppyseed bread.
SC: I KNOW YOU'RE NOT SUPPOSED TO BUT... /red flag!!!!!
Me: Yes?
SC: Can you cut that bread in half for me? My wife and I are going to split it.
Me: (I look for a plastic knife, as that is what we use to cut up bakery items for sampling. We are out of knives). I'm sorry, but we're out of plastic knives, so I can't cut it for you.
SC: Don't you have REAL knives in the back???
Me: Yes, but we are not allowed to use them for that purpose.
SC: Aw c'mon, I won't tell!
Me: No.
Seriously, you're splitting it with your WIFE. You don't need to worry about germs and cooties unless she's just contracted a mysterious bout of mouth sores after that delayed meeting at work.
What size???
Another case of a DT customer who does. not. listen.
Me: (greeting)
SC: Yes, I'd like a hot. latte. no. froth.
Me: What size?
SC: A HOT LATTE NO FROTH!
Me: WHAT. SIZE.
SC: Oh! Haha, medium.
Me:
Know what you order
This guy comes through our DT all the time, and generally doesn't cause problems. Until today.
CW: (greeting)
SC: Yeah, do lattes come cold?
CW: Yes, we can make them iced.
SC: Ok I'll have a medium Northern Lite iced latte with SF Hazelnut.
CW: (reads total)
I take his money, which is a frakking 100 dollar bill, so I have to run back to the safe for change in the middle of a rush. Then I hand his drink out, and I get THE LOOK. You know the look if you've ever worked a drive thru---that look of "what the hell is that? I didn't order that!" I hate that look more than anything, because it always leads to the SC not knowing what they ordered, ordering wrong, etc. (always their fault!)
SC: Uhhhhh is that what I ordered?
Me: Yup! It's an iced latte!
SC: I thought it was just milk?
Me: No...it has espresso shots in it.
SC: But I wanted milk in there...
Me: There IS milk in there. It's flavor, espresso, milk and ice.
SC: Oh...okay, it looks weird... (takes it)
Me: Have a great day!
The coffee looked DRY!!
This was an interesting one that happened yesterday. A woman came in with two pounds of coffee in hand that she had purchased the day before. One was 1/4 gone, the other unopened.
Me: Hi, how may I help you?
SC: Yeah, I'd like to return this coffee, it's no good.
Me: Oh I'm sorry about that, what was wrong with it?
SC: I ground some at home and the grinds looked DRY, almost like chaff!
Me: (I look at the bag, and it's a lighter roast) Ok, that's actually what the grinds are going to look like with this coffee. Because it's a lighter roast, there isn't much oil on the beans, so it will look like that.
SC: (reaches into the bag to pull out some beans) But LOOK at them! They look DRY!
Me: Right, that's exactly what beans from this roast should look like. It's a light roast, so it shouldn't have any oil on it. This is just what the beans we use in the store look like.
SC: Well I want to exchange this bag for one that doesn't expire so soon!
Me: (I flip the bag over--the coffee doesn't expire until November!!!) This bag was actually just roasted this week, and doesn't expire until November. That's the farthest out any of our coffee goes right now---three months from the roast date.
SC looks utterly dejected, as I've squashed both her crappy excuses.
SC: Well I want to exchange it for something else, I didn't like this one!
Me: *sigh* Okay, let's go look at the provisions rack.
We talk about different roasts for a few minutes, and she finally decides on a darker roast.
Me: Ok, I can ring you up for this one. It is 2 dollars more though, so if you'd like, we can pick out a different one that's the same price as the one you're returning.
SC: Or you can just GIVE it to me for all my trouble!!!
Me: Um..
SC: I'm a good customer! I buy all my coffee here!
Me: (at this point I was too annoyed and too tired to care anymore) Ok, yeah, I guess I can do that...
And thank God she finally left my presence. What an EW.
My ASM told me today I should have stood my ground and said no, but I wasn't in any trouble. I offered the $2 from my tip cup, but she said not to worry about it. Thank God for my awesome ASM.
I hope I never see that EW again.
Hello, four days of no customers...
Break the rules!!!
I had TWO separate customers tell me to break the rules for them---one a more serious rule than the other.
BG: We've had this frequency sticker card promo going all summer. The company ran out of the cards a few weeks ago, so we've only been able to fill up cards and redeem them at this point. The promo ends Monday. We are NOT allowed to accept stickers on ANYTHING except the frequency cards (one store manager almost lost his job over this already).
/end BG
SC comes through DT, orders a smoothie and says she has a sticker card. CW says we'll take care of it at the window. I'm on the DT register, so I go to take her frequency card.
Me: Hello, you have a frequency card to redeem today?
SC: (half-mumbling this whole time) Yeah, but I don't mumblemumble...
Me: Do you have your card?
SC: I have these stickers. (wherein she produces a small length of the sticker ribbon complete with seven stickers)
Me: I'm sorry, but we can't take just the stickers. It needs to be a card with stickers on them.
SC: Well I have a card, but the stickers aren't on them... (mumbles something about numbers on the card, she needs to keep it, etc etc)
Me: I can put the stickers on for you, but I must have a card with stickers on it.
SC: Well [other store] took just the stickers!
Me: They are not supposed to, and we can't either.
SC: (looking dejected) Well...what about my smoothie? Are you just going to WASTE IT??
Me: No, we'll put it back in the fridge for the next customer.
SC: Fine! I'll go to [other store]!!!
Me: Ok, have a nice day.
I told my ASM, who immediately called the other store and told them to be sure no team members take just stickers, and that this scammer was on her way over. I wonder what she said to them...
If I had given in to her, that would have been my job.
Break the rules part deux
This one was not nearly as serious a rule, but it still annoyed me, because of what came out of the SC's mouth.
SC comes in, orders a coffee and a piece of lemon poppyseed bread.
SC: I KNOW YOU'RE NOT SUPPOSED TO BUT... /red flag!!!!!
Me: Yes?
SC: Can you cut that bread in half for me? My wife and I are going to split it.
Me: (I look for a plastic knife, as that is what we use to cut up bakery items for sampling. We are out of knives). I'm sorry, but we're out of plastic knives, so I can't cut it for you.
SC: Don't you have REAL knives in the back???
Me: Yes, but we are not allowed to use them for that purpose.
SC: Aw c'mon, I won't tell!
Me: No.
Seriously, you're splitting it with your WIFE. You don't need to worry about germs and cooties unless she's just contracted a mysterious bout of mouth sores after that delayed meeting at work.
What size???
Another case of a DT customer who does. not. listen.
Me: (greeting)
SC: Yes, I'd like a hot. latte. no. froth.
Me: What size?
SC: A HOT LATTE NO FROTH!
Me: WHAT. SIZE.
SC: Oh! Haha, medium.
Me:
Know what you order
This guy comes through our DT all the time, and generally doesn't cause problems. Until today.
CW: (greeting)
SC: Yeah, do lattes come cold?
CW: Yes, we can make them iced.
SC: Ok I'll have a medium Northern Lite iced latte with SF Hazelnut.
CW: (reads total)
I take his money, which is a frakking 100 dollar bill, so I have to run back to the safe for change in the middle of a rush. Then I hand his drink out, and I get THE LOOK. You know the look if you've ever worked a drive thru---that look of "what the hell is that? I didn't order that!" I hate that look more than anything, because it always leads to the SC not knowing what they ordered, ordering wrong, etc. (always their fault!)
SC: Uhhhhh is that what I ordered?
Me: Yup! It's an iced latte!
SC: I thought it was just milk?
Me: No...it has espresso shots in it.
SC: But I wanted milk in there...
Me: There IS milk in there. It's flavor, espresso, milk and ice.
SC: Oh...okay, it looks weird... (takes it)
Me: Have a great day!
The coffee looked DRY!!
This was an interesting one that happened yesterday. A woman came in with two pounds of coffee in hand that she had purchased the day before. One was 1/4 gone, the other unopened.
Me: Hi, how may I help you?
SC: Yeah, I'd like to return this coffee, it's no good.
Me: Oh I'm sorry about that, what was wrong with it?
SC: I ground some at home and the grinds looked DRY, almost like chaff!
Me: (I look at the bag, and it's a lighter roast) Ok, that's actually what the grinds are going to look like with this coffee. Because it's a lighter roast, there isn't much oil on the beans, so it will look like that.
SC: (reaches into the bag to pull out some beans) But LOOK at them! They look DRY!
Me: Right, that's exactly what beans from this roast should look like. It's a light roast, so it shouldn't have any oil on it. This is just what the beans we use in the store look like.
SC: Well I want to exchange this bag for one that doesn't expire so soon!
Me: (I flip the bag over--the coffee doesn't expire until November!!!) This bag was actually just roasted this week, and doesn't expire until November. That's the farthest out any of our coffee goes right now---three months from the roast date.
SC looks utterly dejected, as I've squashed both her crappy excuses.
SC: Well I want to exchange it for something else, I didn't like this one!
Me: *sigh* Okay, let's go look at the provisions rack.
We talk about different roasts for a few minutes, and she finally decides on a darker roast.
Me: Ok, I can ring you up for this one. It is 2 dollars more though, so if you'd like, we can pick out a different one that's the same price as the one you're returning.
SC: Or you can just GIVE it to me for all my trouble!!!
Me: Um..
SC: I'm a good customer! I buy all my coffee here!
Me: (at this point I was too annoyed and too tired to care anymore) Ok, yeah, I guess I can do that...
And thank God she finally left my presence. What an EW.
My ASM told me today I should have stood my ground and said no, but I wasn't in any trouble. I offered the $2 from my tip cup, but she said not to worry about it. Thank God for my awesome ASM.
I hope I never see that EW again.
Hello, four days of no customers...
.
Comment