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Retraining Doesn’t Stop Customers From Being Themselves

, , , , , | Working | November 20, 2017

(I work for a home goods store. One of our manager’s duties is to do random observations of employees and rate us on a one-to-four scale in various categories; too many ones in a shift or a week can result in being sent for retraining or losing your job. On a day where we’re unpacking new inventory during regular business hours, a manager calls me over to show me my evaluation.)

Manager: “I gave you fours on safety and store maintenance, but I had to give you a one on customer service and a one on productivity. You were so focused on the new inventory that you ignored four different customers in your department. I need you to sign the notice that you will be getting retrained on customer service, since you had two ones in the same shift.”

(He points out the four customers; I recognize each one from earlier interactions, but I sign the slip, anyway.)

Manager: “Before we get this on the schedule, do you know how you could have handled the situation differently?”

Me: “Well, when I asked the customer looking at flatware how she was doing 20 minutes ago, she said, ‘Yes,’ and scurried away. The two in bakeware never looked away from their conversation long enough to acknowledge that I’d asked if I could help them find anything, and the one in table linens has been on her phone for the past ten minutes, and when I greeted her, she rolled her eyes, pointed at the phone, and stormed off.”

(I didn’t have to go for extra training.)

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