The Rewards Program That Isn’t That Rewarding

, , , , | Right | April 25, 2019

(Our department store has a rewards program. Customers have praised the rewards program for the discounts it offers, but the only problem is that the customer is the only one who has access to their rewards account, meaning we cashiers can’t look it up on our registers. We can only connect their account to their purchase so that they can get the points for it. They either have to download the store’s app on their phone, look it up online, or print out and show us their coupons on their email to use their rewards. It just takes a matter of preparation in advance. Unfortunately, our store’s competitor has a very similar rewards program that CAN be accessed through their registers, as well as being able to use the coupons from that account. Customers occasionally confuse us for our competitor and ask us, “Do I have any rewards?” despite us not being able to check. Sometimes the customer is cordial about it and will accept a coupon I may have at the register, or annoyed because they “hadn’t planned on stopping in” and hence didn’t think to see if they had any coupons. Regardless, I try to take it in stride and offer as much help as I can so that they can get their discounts now, or tell them how they can save more the next time they come in. An older gentleman approaches my register with some expensive shoes.)

Customer: “Can I give you my rewards number?”

Me: “Absolutely! What’s your phone number?”

Customer: *tells me number* “I should have some rewards there. I want to use them for this.”

Me: “Oh, well, unfortunately, I can’t see what you’ve earned in your rewards account. You can either look it up on your app, the website, or your email.”

Customer: *stares at me* “That’s not right. I did it last time, and you guys were able to do it!”

Me: *confused, before I realize something* “Oh! Do you by any chance mean you did this at [Competitor]?”

Customer: “Yes!”

Me: “Unfortunately, we can’t do the same thing they can. Our register just can’t see your rewards account. But I can definitely put the points you earned in this purchase into the account!”

Customer: “But I want my coupon. What can we do so that I can use my coupon right now?”

Me: “Well, you can look it up on the website! May I see your phone?”

(Presumptuous me assumes he has a smartphone connected to our store’s WiFi. Imagine the dumb look on my face when he hands me an old-school flip phone. He stares at me as I laugh nervously and apologize, handing it back.)

Me: “Another option is that you can look it up on your email! Do you have a computer at home with email access?”

Customer: “Yes.”

Me: “Cool! So, when you get home, print out the coupon and show it to customer service, as they’ll happily take the discount off today’s purchase. Or, you can always leave your shoes here on hold and buy them with the coupon when you come back.”

Customer: “So, I need my email?”

Me: “Yes.”

Customer: “Give me something to write with.”

Me: “Okay, sure!”

(I hand him a piece of paper and a pen and I watch, clueless, as he writes something down. He turns the paper to me and stares.)

Me: “Is this your email?”

Customer: “Yes.”

Me: “Can I ask what you want me to do with it?”

Customer: *looks at me like I’m stupid* “I want you to look up my account and use my coupon.”

Me: “Sir, I can’t look it up on my register. It—“ *turns the register to show him* “It doesn’t give me the option.”

Customer: *stares*

Me: “And it’s not a computer, so I can’t look up your email.”

Customer: “But you said I needed my email address to get my coupons!”

Me: “Yes. For you to use at home. On your computer.”

Customer: “So, you can’t get my coupons for me?”

Me: *genuinely apologetic* “No.”

Customer: *scoffs* “Whatever.”

(He purchases his shoes and leaves in a frustrated huff.)

Me: *to myself* “My lips were moving, but all he heard was, ‘blah blah blah.’”

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Will Not Give Them Credit For Assuming

, , , , , | Working | April 25, 2019

(I am 21, checking out at a popular women’s underwear store. As I am checking out:)

Employee #1: “Would you like to sign up for a [Brand] card today?”

(At this question I take a moment to contemplate opening up a credit card here since, granted, I shop here a lot and want to build credit. However, before I can answer [Employee #1], [Employee #2], who I guess has been listening, chimes in.)

Employee #2: “She can’t have one.”

Me: “Why not?”

Employee #2: “It’s a credit card, and you need to be 18 to have a credit card.”

Me: *pulling my credit card out of my wallet* “Like this one?”

(The rest of my transaction was done very quietly and awkwardly. I understand that I look young, but they could have asked if I was 18 or older instead of assuming.)

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Asking With A Hidden Meaning

, , , , | Right | April 25, 2019

(I am a cashier.)

Me: “Hi. Did you find everything you were looking for?”

Customer: “Why? Are you hiding something?”

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Self-Check Your Surroundings Before You Self-Check Others

, , , , , , | Friendly | April 24, 2019

(I’m on a medication which, unfortunately, has some side effects like body pains and exhaustion. Most days are fine, but on this day the pain is in my back, making it difficult to walk around. When I’m done grabbing my groceries and head over to check out, there is only one lane open and there is a huge line. There are four self-checkout lanes, three of which have long lines; the fourth is empty so I walk over and start scanning my groceries.)

Rude Lady: *very passive-aggressive* “It’s not like we were waiting in line or anything.”

(This lady was in line at one of the other self-checkout lanes before I even got to the lane. If she wanted to check out, she could have. I’m already irritable and just want to get home and lie down, so I reply.)

Me: “Yes, you were and are still in line for that checkout line; I went to this empty one that no one was in. Maybe you should have been looking for an open lane instead of a reason to complain.”

(I’ve finished scanning my last item and am about to pay when the rude lady lines up behind me.)

Rude Lady: “Well, at least you didn’t take your time.”

(As soon as I’m out of the way putting my items in my cart, she starts scanning her items. Before I leave, I figure I can at least be a little helpful.)

Me: “By the way, since you have trouble noticing things, this is a card-payment-only lane.”

(She stopped scanning her items and looked at the sign I was pointing at. She then glared at me, grabbed her scanned items, and got back in line for one of the other lanes.)

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Making That Mistake Ten-Fold

, , , , , , | Working | April 23, 2019

(On my way home from my usual late shift, I stop at a drive-thru to get something to eat before bed. Since not much is open, I end up at a chain known for a wide variety of options and late-night drive-thru. After ordering, my total comes up as $9.36, so I hand the young cashier a $20 bill and 36 cents in change. She hits a button on the register, looks confused, and then hands me back the 36 cents.)

Cashier: “I’m sorry, I hit the button for $20 and I don’t know how to fix it.”

(Since I know that these registers often have a button that saves time by inputting $20 and then confirming everything, I realize this is an easy mistake to make and keep my grumbling silent. I know that an easy fix for this is simply to give me back $11 without changing anything on the register itself, but some people don’t understand how the till accounting works and stick to the numbers on the screen religiously. It’ll leave me with a lot more change in my pocket when I’d rather have a $1 bill, but this isn’t the end of the world, so I let it slide. She then takes a bit longer than normal to count out all the change, and then hands me back 64 cents and two $10 bills. I look at the bills in bafflement for a minute before handing one of them back to her.)

Me: “Um… You gave me too much. Put this back in the drawer.”

(She then spent the next minute trying to figure out how to open the drawer to return the bill. My food was finished and I drove off before she figured it out. Thinking back on it, I regret not asking for the manager and explaining the situation to them. I didn’t want to get her in trouble, but she obviously needed more training or supervision, and I’m not sure how many other customers would’ve returned the bonus $10 she paid me.)

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