It's interesting, from an AP perspective, how personally most TMs take theft and fraud. We laugh it off in AP and go about our day, but man, some TMs get PISSED.
i dont really deal with guests, but when i get the rude ones i just walk away from them and not say anything.
some old lady was looking for denture cases and i went and showed her where they were at and she was like, "i already looked right here, i was just wondering if you had any other kinds". so i started to look around there to see maybe if there were other brands and out of no where she says. "you know what, never mind, i thought because you are wearing red that you knew what you were doing here but it seems like you don't". i took one long look at her as she was saying some other bull**** and i just walked away as she was talking.
Kill with kindness, vent to another TM afterwards!
It's interesting, from an AP perspective, how personally most TMs take theft and fraud. We laugh it off in AP and go about our day, but man, some TMs get PISSED.
It's interesting, from an AP perspective, how personally most TMs take theft and fraud. We laugh it off in AP and go about our day, but man, some TMs get PISSED.
Our APs get pissed and then get pissed at the cashiers about it. I was laughing about the guest who was complaining that one of her $5 tshirts was clearance marked $2.38 and the others didn't have a clearance tag. I pointed out to her that the $2.38 clearance sticker was actually for another item, not the tshirt she was purchasing so I wouldn't honor it on the other tshirts, but I did allow the price change on the clearance stickered shirt. AP said I should have called them because she was clearly a thief.
Uh, no. I had no proof that she had changed the sticker. It could well have been a careless Guest Service team member who stuck the clearance sticker on the wrong shirt. I wasn't about to confront a guest over $2.33 that I couldn't prove.
AP went all crazy ape poop about, "Well, what if it was a $500 tv?" Yeah, then I'd probably question it. But $2.33? Vibe much?
Well, I do take it personally when the guest is doing something that requires my participation to get away with it, like ticket switching, coupon fraud, passing counterfeit money or doing return fraud. Sometimes, even when you, as a TM, are being a big stickler about everything you end up having to go along with something you know is hinkey because you can't come up with a solid reason to refuse the transaction, or you know it's not in your best interests to confront this person, or they are doing an excellent job of tricking you so you give them what they are asking for, but you often know (or at least suspect) as you are doing it that you are helping them steal or commit fraud. I don't like getting dragged into someone else's dirty business. Since AP TMs don't ever man registers, you may not realize that makes TMs feel.
Our APs get pissed and then get pissed at the cashiers about it. I was laughing about the guest who was complaining that one of her $5 tshirts was clearance marked $2.38 and the others didn't have a clearance tag. I pointed out to her that the $2.38 clearance sticker was actually for another item, not the tshirt she was purchasing so I wouldn't honor it on the other tshirts, but I did allow the price change on the clearance stickered shirt. AP said I should have called them because she was clearly a thief.
Uh, no. I had no proof that she had changed the sticker. It could well have been a careless Guest Service team member who stuck the clearance sticker on the wrong shirt. I wasn't about to confront a guest over $2.33 that I couldn't prove.
AP went all crazy ape poop about, "Well, what if it was a $500 tv?" Yeah, then I'd probably question it. But $2.33? Vibe much?
I certainly do get pissed about it. I'm trying to keep our numbers green and we got people doing stupid stuff. (Guests and TM's).
As long as everyone follows BP, life is good. Always build your cases; don't jump on the first tiny thing. If you can build it, then partner with IC for resolution, everyone wins.