GSAguy
GSA
- Joined
- Jan 5, 2018
- Messages
- 108
So something that kind of bothers me... every now and then, there will be a guest wanting something beyond what our policies allow. For instance, a guest was trying to return an item that had a separate return by date on the receipt which had already passed, therefore the POS would not allow the refund to be processed. The TM at guest service got me involved, and after I looked into everything, apologized to the guest and told her that the items couldn’t be returned because it was passed the time frame. She was very unhappy and was expecting me to give her the refund anyway, but I didn’t. The pos didn’t even give an option to override. She finally left guest service and went into the store to shop. A while later she came back and approached me to tell me that we still had the same item on the shelf and asked again if I could do the refund anyway. I told her yet again that the register would not let me do her refund so she asked for some ‘above me’ (always one of my favorite things to hear), so I got the LOD. I was kind of listening in while making it seem like I was busy doing something else and the LOD was reinforcing what I had told her which I was glad to hear, so I went about my business, but a few minutes later I come back, and somehow she refunded the items for her anyway. I don’t know if she did a no receipt refund or what, but the POS would literally not allow that particular refund to be processed. No overide code, no nothing.
What bothers me is that we are supposed to ensure that target policies are enforced when it comes to returns and such, but when a guest causes a stink, MOST of the LOD’s will cave and give them what they want, making me look like some kind of prick. What I find myself doing is allowing things to happen that I know are not supposed to happen because I feel like if I try to stick to my guns, the LOD will give them what they want in the end anyway. Not to mention it’s kind of embarrassing to be gone over like that.
I’m not bitter with what decisions the LOD’s make, because ultimately, they are the ones in charge of the store, and they are the ones that will have to answer to anything that may come of these things.
I just don’t know whether or not I should stand my ground when I know something isn’t right, or let things slide to avoid bothering the LOD when I know they will probably give the guest what they want anyway.
It really just boils down to who is the LOD. My STL has ALWAYS had my back in these situations, which makes me want to stand my ground, but if it’s anyone else, odds are they will side with the guest.
Any advice would be appreciated. Thanks!
What bothers me is that we are supposed to ensure that target policies are enforced when it comes to returns and such, but when a guest causes a stink, MOST of the LOD’s will cave and give them what they want, making me look like some kind of prick. What I find myself doing is allowing things to happen that I know are not supposed to happen because I feel like if I try to stick to my guns, the LOD will give them what they want in the end anyway. Not to mention it’s kind of embarrassing to be gone over like that.
I’m not bitter with what decisions the LOD’s make, because ultimately, they are the ones in charge of the store, and they are the ones that will have to answer to anything that may come of these things.
I just don’t know whether or not I should stand my ground when I know something isn’t right, or let things slide to avoid bothering the LOD when I know they will probably give the guest what they want anyway.
It really just boils down to who is the LOD. My STL has ALWAYS had my back in these situations, which makes me want to stand my ground, but if it’s anyone else, odds are they will side with the guest.
Any advice would be appreciated. Thanks!