bullseyekindaguy
Former logistics/guest experience intern!
- Joined
- Sep 25, 2013
- Messages
- 308
GSTLs--
How much "empowerment" do you give to your cashiers?
Some of the cashiers at my store do not believe in "doing right by the guest" and will call me over to approve something as silly as a $1 price challenge or approve a .50 cent coupon. It's extremely irritating... Why keep other guests waiting for a $1?!? What's even worse is I've had cashiers challenge me or second-guess my opinion when I tell them to go ahead just give the guest $1 or 2 off.
I've even had a cashier flat-out refuse to give a promotion that wasn't ringing up. There was a BOGO on some chips, and while it was CLEARLY stated in the circular that the chips should be Buy 3, Get one Free, the cashier REFUSED to ring up the override, even though the issue was MySupported and was eventually corrected. I had to have her suspend the transaction and perform the override myself at another register. (We even told cashiers about the issues prior, and told them to process the override!)
So GSTL's what are your guidelines for empowerments or dealing with cashiers who refuse to accept coupons... I've talked with the ETL-GE and we have some ideas... Our front-end survey scores are suffering and I'm thinking it's cashiers picking fights with couponers..
How much "empowerment" do you give to your cashiers?
Some of the cashiers at my store do not believe in "doing right by the guest" and will call me over to approve something as silly as a $1 price challenge or approve a .50 cent coupon. It's extremely irritating... Why keep other guests waiting for a $1?!? What's even worse is I've had cashiers challenge me or second-guess my opinion when I tell them to go ahead just give the guest $1 or 2 off.
I've even had a cashier flat-out refuse to give a promotion that wasn't ringing up. There was a BOGO on some chips, and while it was CLEARLY stated in the circular that the chips should be Buy 3, Get one Free, the cashier REFUSED to ring up the override, even though the issue was MySupported and was eventually corrected. I had to have her suspend the transaction and perform the override myself at another register. (We even told cashiers about the issues prior, and told them to process the override!)
So GSTL's what are your guidelines for empowerments or dealing with cashiers who refuse to accept coupons... I've talked with the ETL-GE and we have some ideas... Our front-end survey scores are suffering and I'm thinking it's cashiers picking fights with couponers..