FrontEndFirecracker
Vibe Machine
- Joined
- Dec 25, 2011
- Messages
- 135
I'm a new GSA - I've had about 7 shifts by myself. 90% of my shifts are service desk, but I got my pay raise and my supervisor status (finally), so I'm happy.
I have had some issues with veteran cashiers, and when I go to my Sr.GSTL about it, he brushes it off like it's not a big deal. Problem is - the guests thought it was a big deal enough to complain, and I had to call the LOD for one of them because she was absolutely irate.
Example - guest brings a bottle of Listerine up, and it rings as $6.99. Guest told the cashier it was $5.89 on sale. Most cashiers would just change it, and it would come up in PCV - maintain the vibe, right? I had a cashier last night call me over after the guest had already left to tell me about it. I told her she should have just changed it, and she said "I don't want to lose my job" (mind you, she's been there over a year, she covers SD, she knows the rules…). I shrugged it off because she said they left and didn't buy it.
Fast forward 20 minutes, and I have RX calling me to go back there. The guest went back to RX and was rung out, and they did the adjustment to $5.89 and gave the guest some apology coupons because they were very upset and felt that the cashier was accusing them of lying. Besides the fact that nobody told me about this until after the guests left the store - I went back to the aisle to check the shelf. Sure enough, there were about 2 dozen of the Listerine's in the wrong place with a sale sign, but we know that isn't the guests fault.
Second example: Another veteran cashier (2+ years) called me over because something was ringing up $14.99, guest claimed $5.99. I ran back to the aisle and again, about 6 of them in the wrong spot. I go back and tell him to adjust it so it comes up in PCV. He refuses, and says he does not feel comfortable - so I have to suspend it and bring the guest to another register to finish their transaction. I gave them an apology coupon also because I felt bad.
I emailed my GSTL before leaving last night, and he texted me this morning saying "thanks for the info about last night, but that stuff isn't worth documenting..little things like that are just part of the job". Is it me, or is he not taking it seriously? Cashiers refusing to do something that a "supervisor" tells them to do is not part of being fast, fun, and friendly.
Am I overreacting?
(I should note - I texted my other GSTL (who is not fond of the first GSTL) after I got that text, and he said he would speak with both cashiers because what they did was wrong. I didn't tell him about the text I got from Sr.GSTL, though.)
I have had some issues with veteran cashiers, and when I go to my Sr.GSTL about it, he brushes it off like it's not a big deal. Problem is - the guests thought it was a big deal enough to complain, and I had to call the LOD for one of them because she was absolutely irate.
Example - guest brings a bottle of Listerine up, and it rings as $6.99. Guest told the cashier it was $5.89 on sale. Most cashiers would just change it, and it would come up in PCV - maintain the vibe, right? I had a cashier last night call me over after the guest had already left to tell me about it. I told her she should have just changed it, and she said "I don't want to lose my job" (mind you, she's been there over a year, she covers SD, she knows the rules…). I shrugged it off because she said they left and didn't buy it.
Fast forward 20 minutes, and I have RX calling me to go back there. The guest went back to RX and was rung out, and they did the adjustment to $5.89 and gave the guest some apology coupons because they were very upset and felt that the cashier was accusing them of lying. Besides the fact that nobody told me about this until after the guests left the store - I went back to the aisle to check the shelf. Sure enough, there were about 2 dozen of the Listerine's in the wrong place with a sale sign, but we know that isn't the guests fault.
Second example: Another veteran cashier (2+ years) called me over because something was ringing up $14.99, guest claimed $5.99. I ran back to the aisle and again, about 6 of them in the wrong spot. I go back and tell him to adjust it so it comes up in PCV. He refuses, and says he does not feel comfortable - so I have to suspend it and bring the guest to another register to finish their transaction. I gave them an apology coupon also because I felt bad.
I emailed my GSTL before leaving last night, and he texted me this morning saying "thanks for the info about last night, but that stuff isn't worth documenting..little things like that are just part of the job". Is it me, or is he not taking it seriously? Cashiers refusing to do something that a "supervisor" tells them to do is not part of being fast, fun, and friendly.
Am I overreacting?
(I should note - I texted my other GSTL (who is not fond of the first GSTL) after I got that text, and he said he would speak with both cashiers because what they did was wrong. I didn't tell him about the text I got from Sr.GSTL, though.)