Wish You Could Liquidate Some Customers

, , , , | Right | December 3, 2017

(A big department store has recently declared bankruptcy and is closing down. All the stores are now in liquidation. The new prices are clearly marked on the labels and any additional discounts are marked in bright posters all over the store. On top of that, this is pretty big news in general which has been covered by many media outlets. I am shopping with a friend because I have an old gift card that I want to use it before the store closes forever. I am next in line and am browsing the “impulse buy” section. I am standing about five feet away from the customer in front of me, who is at the cash ringing her items through.)

Sales Rep: *tells woman what the total is*

Customer: “No. That’s not right. They were on sale in the flyer.”

Sales Rep: “I understand, and I do apologize. The thing is, we’ve gone into liquidation, so we can no longer honor those prices. As you can see on the tag, this is the liquidation price; plus, there’s a 20% discount.”

Customer: *stares at the employee as if he is speaking in a different language* “What?! But it’s in the flyer!

Sales Rep: “I can go check with my supervisor and see if I can put it through for the flyer price.” *leaves*

(I continue to browse a rack of flip flops that are behind the customer, four or five feet away.)

Customer: “CAN YOU PLEASE BACK AWAY, JUST LIKE A FEW FEET?”

(I do not realize she is speaking to me, since I am not very close to her and I am within the area blocked off for lining up, and there’s people behind me, so I don’t really have anywhere to move to. I just ignore her and think maybe she’s talking to someone else.)

Sales Rep: *returns* “Hi, so, I can’t make any changes to the liquidation prices.” *begins to explain to her what a liquidation is and why he can’t make any changes*

Customer: “Well, can you just ring it in at the sale price from the flyer, and then ring it in at the liquidation price so that I can see the difference?”

(The sales rep begins ringing through the items to compare prices. I step back into line, away from the flip-flops. I am now three or four feet away from the customer, but I am by no means “too close,” as I am standing in the marked area for the next customer in line to wait. The customer, who is now arguing about what ends up being about a $1 difference between sale price and liquidation price, suddenly turns to me.)

Customer: “CAN YOU PLEASE BACK AWAY FROM ME A FEW FEET?! I CAN’T FOCUS WITH YOU STANDING SO CLOSE!”

Me: *fed up, as we have been waiting on this woman over ten minutes* “Yeah! Okay!”

(I left the line and went to a different cashier elsewhere in the store. I was next in line there, as well, and was done with my transaction in about two minutes. I had to walk past the original register and noticed the same lady was still there, arguing about her store points, with a line of over ten people behind her. Her purchase was just four pairs of socks. Also, the cashier who checked me out told me that customers have gone crazy with the sale; she witnessed a woman slap a complete stranger across the face when she thought she was trying to step in front of her in line.)

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Concentrate Before You Assume

, , , , , , , , | Working | December 2, 2017

(A coworker and I are looking at the schedule.)

Coworker: “[My Name], your last name is unusual. Where’s it from?”

Me: “Germany, but—”

Coworker: “Oh, so your family were Nazis, huh? Going to lock me up for being gay? You guys suck!”

Me: “I don’t know if my family were Nazis; let me ask my ancestors. Oh, wait! I can’t, because they were killed in camps. What I was trying to say is that my last name is German, but we come from Poland. My family are Ashkenazi Jews. Hmm, Jews, huh? Still think my family were Nazis? You need to watch what you say!”

Coworker: “I am so sorry!” *quickly walks away*

(I didn’t think it warranted being reported to HR, but I told the supervisor who had a talk with her.)

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Not Making Any Side Comments

, , , | Right | December 1, 2017

(The way our tills used to be set up, we had to ring in a side order before it would let us ring in the drink for any given combo. We are also trained to ask which side a customer would like. This particular day, I’m taking drive thru orders.)

Me: “Welcome to [Restaurant]. ow may I help you?”

Customer: “[Combo #1] with [drink], [Combo #6] with a large [drink]…”

Me: “I’m sorry, could you tell me what the sides are with those combos? I can’t ring anything else in before the sides.”

Customer: “Just whatever it comes with. Then a [Combo #2] with [drink] and a [Combo #5] with [drink]. You got all that?”

Me: “I’m sorry, I don’t. I still need the side for the first combo in order to proceed with the others.”

Customer: “God, just give me whatever it normally comes with.”

Me: “We actually offer a few different options. We have [lists sides].”

Customer: “Yes, that’s fine.”

Me: “Sorry, but which one would you like? I still can’t get past your first combo without knowing; then I’ll still need it for the others as well.”

Customer: “FRIES. Your combos come with FRIES and that’s what I want.”

Me: “Thank you, but as I said, we offer several options, which is why I asked. I didn’t want to ring in the wrong items. Are the others going to be with fries as well, then?”

Customer: “YES! Why is it so hard for you to know what your own food comes with?”

(Sadly, this happens far too often…)

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Listen To Yourself Not Listening!

, , , | Right | December 1, 2017

(We only have three staff on at this point in the evening. I’m the only cashier, and, as such, I’m working the front and drive-thru. I have just taken a couple orders in drive-thru and am now taking orders for the front counter. Halfway through taking a front order, my headset goes off. Note, the other two staff members are unable to help, as they are also busy.)

Me: “Welcome to [Restaurant], I’ll be with you in just one moment.”

Customer: *clearly not listening* “Can I please have a—”

Me: “I’m sorry; I’ll just be with you in one moment.”

(I turn the volume down so I can pay attention to the customer I’m already dealing with. I finish with them and go back to the drive-thru.)

Me: “Thank you for waiting. How may I help you?”

Customer: “…with a large fry. Did you get all that?”

Me: “I’m sorry, I didn’t. I was with another guest, but I’m free to take your order now.”

Customer: “Then why did you say you were going to take my order if you weren’t going to listen?”

Me: “With all due respect, I politely informed you that I’d be with you shortly, twice. But now that I’m free, I’ll be more than happy to take your order.”

Customer: “Well, I shouldn’t have to repeat myself. You should have been paying attention like you said you were.”

(She ended up repeating her order, but she wasn’t happy about it.)

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They Have Sunday Special Needs

, , , | Right | December 1, 2017

(We have a regular who comes through drive-thru almost every Sunday and orders the “Sunday special” – something she made up on her own. I’m still a new employee at this point, and the cashier and supervisor working with me are transfers from another location. This is the first Sunday shift for all three of us.)

Cashier: “Welcome to [Restaurant]. How may I help you?”

Customer: “Sunday special.”

Cashier: *blank look* “I’m sorry, but I’m not sure what that is. Can you please tell me?”

Customer: “Give me the manager.”

Supervisor: “I’m the supervisor for this shift. What seems to be the problem?”

Customer: “She doesn’t know what I want. You ring it in.”

Supervisor: “I’m sorry, I don’t know what you’re asking for, either. But if you tell us, we can get it for you.”

Customer: “I’ve been coming here for years.”

Supervisor: “That may be, but we do have new staff on today, including myself. Unfortunately, we don’t know what your order is.”

Customer: “Oh, the young lad knows. He takes my order.”

(The supervisor and cashier both turn to look at me.)

Me: “Hey, this is my first Sunday, too. I have no idea who she is.”

Supervisor: “I’m sorry, nobody that’s working right now knows your order. But we can make it, if you tell us what it is.”

Customer: “It’s written down in your store; they told me it’s written down.”

Supervisor: “I’m sorry, but we don’t keep track of orders that way. We will make your order, if you can let us know what it is.”

(She finally gave it to us: a plain hamburger, with lettuce and tomato on the side. She did this every time someone didn’t understand her.)

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