- Jan 2, 2019
Edited because I have learned Guests get what they want no matter how insane the request. Policy is for looks only.
This is definitely ASANTS. In my opinion, making the guest happy is very important, but blatant breaking of policy and theft are hard no’s at my store. We do make exceptions and some of the LODs that I have called have overridden me incredibly and let guests get away with a lot, but it shouldn’t be consistently. I’d talk with AP and let them know your concerns. Also, getting that approval from a GSTL or LOD puts it on them and not you, so you shouldn’t be able to get in trouble for that. There have been times when I have logged out, so the ETL did it under their numbers.Is the guest being happy more important than breaking policy? In some instances breaking policy to the point where it’s blatant theft? I always ask GSTL or LOD when I know something is against policy (but the person training me said it was fine), GSTL or LOD says it’s fine
^This! 👍😂😂😂Also, that shit about returning to re-buy at a lower price?? Hell to the no. ESPECIALLY seasonal. There is no price adjustment to clearance per written policy on our website. Plus, if an item has gone to salvage, we need the product to send back.
*If* the guest brings the items in and the original purchase was within the 90 day return window, I'm willing to process the return as I would any other return. But if I get the feeling that they're returning to repurchase, I tell the guest that the items have to be reprocessed through our inventory management system and that they would have to find new product on the floor. They don't need to know that the mere fact of processing their return *is* the inventory management system. And then I'm making damned sure I hang onto those items at GS for a good long time to make sure they don't get reshopped quickly enough for the guest to rebuy the same item.
I'm quoting this just for emphasis. It's so importantA big part of a lot of what you’re asking is that it’s important to cover your own ass pretty much. Always ask the GSTL about things that you have a bad feeling about or are unsure of, it is our job to say no to thieving/scamming/disrespectful guests, so running something by your GSTL even if you think the answer will still be yes is always a good thing, that way if you are ever questioned you can say “I approved it with so-and-so.”
Ask someone else besides the person that trained youI have been cross training in GS. I have read an embarrassing amount of old threads and am still unsure of the answer. Is the guest being happy more important than breaking policy? In some instances breaking policy to the point where it’s blatant theft? I always ask GSTL or LOD when I know something is against policy (but the person training me said it was fine), GSTL or LOD says it’s fine.
One instance yesterday, was an old print out of a competitors price, for a one day sale which was dated for close to Christmas and it was listed as sold out, the item she wanted price matched was the same brand but a completely different item. Or 70-90% off dozens of items, no sign or t.com listing indicating sale but the guest “thought” they were on sale. “I ate this whole box of cookies- but they tasted disgusting, can I still get a refund?” If it was just me I would have said no, because well common sense and policy but the girl training me said, “Of course you can return *anything* you are unhappy with or change your mind about.” I was charged $55 for this $55 live pet puppy but it was priced at $7.99 (shows me a picture of a completely different product tag with the one puppy in question no flex) can you refund me the difference? Or returning full price Christmas stuff bought around halloween and wanting to rebuy it at 90% off and toys that are now being purged and are on clearance- none of which she happens to have with her.
I would have no explanation if AP did an investigation and I doubt the person training me, GSTL or LOD would back me up that they approved it/trained me to break policy, if questions were asked. I do not feel comfortable having any of this under my login code. I’m seasonal and so far have been asked to stay but it’s not official so I do not argue and don’t want to risk a customer complaint. Is guest happiness really more important than company policy? Do I really just do whatever nonsense a guest asks me to do, as long as the computer lets me? Maybe I’m just not cut out for GS 🤷🏼♀️.