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Self-Scan’s Name Isn’t Strongly Implied

, , , , | Right | March 16, 2021

I’m a shift lead in the checkouts department, and I’m stood by the self-scan machines sorting out the breaks. To some customers, it looks like I’m not doing anything, but after being at work for an hour, this is the first time I’ve managed to stop and look at the rota properly. If my colleagues don’t have their breaks at the right times, it can affect how many colleagues I have on each bit of checkouts, so it’s important I sort the breaks right now.

A lady on the closest self-scan, which also happens to be the farthest one from the self-scan colleague, starts to try and get my attention. I quickly tell her that my colleague will be with her in a moment. I don’t like to ignore customers but I’m in the middle of counting colleagues and the self-scan colleague is on his way, ten seconds from the customer.

Suddenly, a different customer steps in front of him and asks for his help. The self-scan customer glares at me, so I just decide to help her quickly.

I fix her self-scan issue and start to walk away.

Customer: “Oh, wait. This stuff in the trolley still needs scanning apart from the eggs.”

The lady goes to bag some items and doesn’t say anything else.

Me: “I’m sorry, do you want me to scan your items through? This is a self-scan machine.”

Customer: “Well, it’s not many items, is it?!”

I decide to just strain a grin at her and quickly scan her items so she can’t interrupt me again. I’m a bit annoyed that she hasn’t had the decency to say, “Please,” and has just assumed I’ll do it.

I come to a pack of peppers and notice that one is split and squishy and therefore going “off”. I go to tell the lady that she can grab another on her way out or that I could go grab one quickly, but she cuts me off before I can say anything.

Customer: “Are you finished yet? I’m in a hurry!”

I kept my mouth shut, gave her the peppers to put in the bag, and went back to my break planning. She paid and left.

I get that if you’re in a hurry, then an employee can help. However, if you assume I’ll help you after picking a self-service machine and don’t even say, “Please,” and, “Thank you,” I’m not going out of my way to help you.

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