Should Have (Game)Stopped Right There

, , , , , , | Right | September 14, 2020

It is around the launch of the PS4 and Xbox One. We have a store meeting about the new consoles coming out, their launches, the holidays, and protecting our product throughout the season.

Technically, we keep our products locked up behind our counter and have empty display cases out on the floor. If a customer wants to look at something before they’re sure whether or not they want to purchase it, we’re supposed to go out on the floor and show them a display case for them to look at. We’re only really supposed to let them see live product at the time of purchase. Otherwise, they could possibly just bolt out of the store with it in their hands and we’ve lost the store product and money, and we’re not allowed to leave the store and go after them.

A few days after that meeting, last Wednesday, a gentleman was in the store asking about the FIFA/360 Controller bundle. The box had a special edition FIFA 14 controller and the game brand new.

He first asked if I could take out the controller and allow him to hold it and look at it, and I informed him that I could not open new product behind the counter without the item having already been purchased. So, he asked if he could hold the case for it, and I informed him that live product was not allowed from behind the counter, period, until time of purchase.

The customer got irate and began to talk about how at the other [Store] he’d been going to for twenty years, they would always allow him to hold something. While I said that, yes, typically, if we have a regular, trustworthy customer who we are used to seeing in the store, we’re pretty lenient; however, since he was not a regular at our store, I couldn’t make the exception.

He then asked to speak to a manager and I told him that I was the current manager on duty and that it is company policy. He asked if he could look at the brand-new NBA 2k14 that was behind me, and I said he could pick up the display case out on the floor but I couldn’t let him hold the game itself just to look at. And I even informed him that we had just had a store meeting involving this very subject a few days prior.

Two other customers, who are regulars and who typically don’t ask to look at things behind the counter, came to my defense, telling him I was just doing my job, and that just because other employees at another store might bend the rules, it didn’t mean I necessarily could in my area.

But the customer was so upset that he recorded a video of me on his phone saying that it was company policy that I could not allow someone to look at live product from behind the counter without having to physically ring them up through the transaction and have them pay.

The gentleman then went to another branch of our store and showed them the video of me saying that. They even told him there that I was correct, and doing my job properly, and that he really had no complaint against me. After he left, the manager on duty at the other store actually called me and told me about him stopping by and about them defending me. It was a nice experience, to be generous about it.

I have no problem with the customer; if his home store does it for him, then fantastic! We do it for our regulars half the time, as well. But I was going by the book for someone who I did not know fairly well, and I may have miscommunicated my attitude about the situation, but I made it very clear I was doing my job properly and thoroughly.

1 Thumbs
370

Unfiltered Story #196549

, , , , | Unfiltered | June 14, 2020

I handle HR for a company with a headcount of less than 70, and therefore personally know every single person that I have the pleasure of working with.
I work in a Downtown 25+ floor building that holds 30+ businesses in addition to my own.
A covered parking lot next door has reserved parking from floors 1-8 (higher demand, more accessible parking spots to the building entrance) and floors 9-10 are free visitor parking.
Businesses are charged a monthly fee for each spot reserved, and every reserved spot has the company name on a sign on the wall, but not an employee name.
Needless to say, there are both lazy visitors and sneaky professionals either who do not have a reserved parking spot or don’t want to park on floors 9 or 10 who try to steal empty reserved parking spots.
Having returned from a 2-week vacation, I drive straight into my reserved parking spot on the 3rd floor, which is a fairly prime parking floor.
As I exit my car and grab my bag, a very flash and expensive BMW comes to a halt behind my car.
The driver slides down his window and loudly accuses me of parking in his spot. This man is clearly not one of our employees.
I suspect that Mr BMW has been parking in my spot over my vacation and has come to view it as his own.
I ask him what company he works for, and he cranes his head to peer at the sign behind me, and declares that he’s a Director with (my company name that contains a clue as to the nature of our work).
I ask what his company does, and he proudly declares that they do (word contained in the company name).
I extend my hand to shake his and say with complete warmth, “You must be new. I’m in HR and have on-boarded every single person who’s joined us in the last 3-years.”
His eyes widened.
I continue, “Tell you what, you go park in the CEO’s spot just 4 spaces down as he’s out today and I’ll walk in with you to the Executive meeting.”
Without a word the BMW screeches off and heads towards the Exit ramp to leave the parking lot.
Much laughter was heard in our morning Executive meeting.

Unfiltered Story #184509

, , , | Unfiltered | January 31, 2020

(It was a busy day in the basement where I file paperwork for all of Jacksonville’s environmental complaints, now normally I don’t deal with customers directly just their papers, in fact no one but my manager is even supposed to have the number to this phone, bu I got a lovely call anyway for another employee, let’s call him Paul)
*Phone rings*
Me: “Hello”
Caller: “Hello is this Paul”
Me: “Um no ma’am, I believe you have the wrong number”
Caller: “What? I don’t have the wrong number this is Paul’s number right? I need to talk to him about my yard, put him on the phone”
(I have no idea who Paul is or what she is talking about)
Me: “I’m sorry but there isn’t anyone here named Paul”
Caller: “What? Who is this?”
(I really didn’t want to give her my name)
Me: “Well I am the file clerk for…” (Cuts me off)
Caller: “Just put Paul on the line this is important”
Me: “I understand that Ma’am but I am trying to tell you”
Caller: “What?”
Me: “I don’t know who or where Paul is so I can’t put him on”
Caller: “Why not? Don’t you work for the city?”
Me: “Yes Ma’am But”
Caller: “So Paul is there somewhere go find him”
(Sure let me just go bug everyone in Jacksonville, that’ll work. patience is a virtue…)
Me: “I don’t think you understand, this is just a phone in the basement, no one else works down here but me, and I do not know who Paul is.”
Caller: “Why not, you work for the city don’t you?”
Me: “Yes Ma’ma I do, and so do about 200 other people in the 14 different departments of this building alone. I’m going to need you to be a little bit more specific than his name is Paul”
Caller: “I want to speak to your manager!”
Me: “Ok Ma’ma if you hold on a minute I can get you his number”
Caller: “Just transfer me over to him! I’m Busy!”
(Well so am I and you know what? You need a special number to make transfers so you can be monitored and not waste resources, and I don’t have that number because I am not supposed to take calls at all so they never bothered to issue me one, doing that would require me climb up 6 floors to bug my manager, so he can either give me the number to transfer or both of us come back downstairs to tell her she has the wrong number, and that wasn’t about to happen)
Me: “I’m sorry Ma’am but I am not allowed to transfer calls to…” *Click*
(she hangs up the phone, and I stand up to go back to work, about 30 seconds later she calls back)
Me: “Um Hello”
Caller: “Hello, is this Paul?”
Me: “Ma’am I just spoke with you, I told you this was the wrong…”
Caller: “This is the number on your stupid website! You’re telling me it’s wrong?”
(I have no idea what website she is talking about, Jacksonville.com I guess?)
Me: “I am trying to tell you that no one but me uses this phone, and no one but my manager should even have this number” (Why did I bring him up?)
Caller: “Put him on the phone!”
Me: “Ma’am I just told you that no one is down here but me, I can’t just put him on the phone, would you like his number?”
Caller: “I don’t see why you can’t just transfer me over!”
Me: “I’m not allowed to do that, and I have never been shown how to do that”
Caller: “Our tax payer’s money at work!” *Click*
(She hangs up again and I go to talk to my manager, he doesn’t know who Paul is either so he talks to someone else and about a week later I find out yes a Paul did work for us, but he transferred over to another department, About a month earlier, either way she should not have had my number and I was advised to check the caller I.D. and never take calls from outside the office again.)

Unfiltered Story #182221

, , , | Unfiltered | January 8, 2020

(My husband and I stop at an outlet for a well known jeans brand, because they carry my size, which is difficult to find. As I walk in, this interaction happens)
Customer: What do you mean, you can’t do that? I’m the customer!
Manager: I’m sorry, but it’s corporate policy.
Customer: Well, fine. Give me the corporate number.
Manager: (Gives corporate number)
Customer: And I want your name too. And his (pointing at an associate). You two have been unbelievably rude! I’ve never dealt with anyone so rude before!
Manager: (Gives names). I’m sorry for any inconvenience. I hope you have a nice evening.
(Customer walks off in a huff.)
Me: I’m pretty sure that woman deals with someone that rude on a daily basis. What was she so upset about?
Manager: We wouldn’t accept a return without a receipt. What can I help you with?
Me: Wow, she’s an idiot. I was wondering if you have any jeans in stock with a 28″ inseam.
Manager: Unfortunately, we don’t, but we have some 20% off coupons that you can use to order them online! If we had any in stock, I’d give you a bigger discount.