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Oh I do the same thing - especially when they are the nasty type. Thing is even when I know there is nothing I can do I at least make a few attempts at it to make it LOOK like I am trying something. Sometimes it calms people down so when I have to deliver the bad news they are sometimes more...

That's the one thing I hate more than anything... those guests that come in and say that "they've done it before" or "the other store did it" - usually I internally scoff at that but (in a nice way) tell the guest that they can return to that store if they want it done. I will, at times, use...

I am totally in tune to your concern but as I say to even my most veteran TMs at the service desk there are going to be times when we need to override and make things right. My philosophy is if there is a way we can make it right let's do it. I will follow that up with I only do it when the...

Didn't feel like going through 55 pages.... I am sure these are somewhere in here but here are mine. - Guests who come in with a chip on their shoulder and act like it's an inconvenience to come and return something. - Guests who mutter under their breath nastiness and somehow think I can't...

I had two in the last week. First guy tried to return a whole bunch of baby merchandise he claimed was a gift. Not being AP I processed the return to the point I could (the system maxed him before he got everything returned). Once I handed him the gift card I reprinted the receipt and once he...

I'm not the craziest about this because realistically -- we SHOULD be doing this on a regular basis. Why should we designate 15 minutes at the top of the hour (or however each respective store does it) to ask every guest CIHYFS if it is something that, if we can change all of our mindsets, can...

There aren't two threads... I just sorta hijacked this one to tell my horror story about the nasty guest that shat all over the motorized cart. EDIT: just saw the second one -- and can I tell you stories of some of the kamakazi drivers on those scooters!!

You got that right. I came across that, as well as an extra added bonus she left in the ladies room... it was everywhere EXCEPT the toilet.

The people in the scooters don't annoy me... I mean, if you feel the need for one, then by all means use it -- it's what they are there for. Our store has 4 scooters (two old, two brand new - I actually think the two new ones were sent to replace the old ones but our SFT put new batteries in...

Yes, I can totally relate. I just recently had one of my worst Code Browns in a long time. This was what some of my friends term the "multi-stall." Someone (who I actually walked in on and proceeded to tell me "someone had an accident") crapped all over the floor in both men's room stalls...