You Have Someone Else In Store

, , , , | Right | September 30, 2017

(Until October, I was working for a department store, [Store A], but they let me go. In January, however, I got a job the hardware and home improvement store where this story takes place, [Store B]. However, at [Store A], I was so popular that people actively tried to find me if I was working, and one of the customers happens to find me during my first official day on the register at [Store B]. I am being shadowed, as per [Store B]’s policy with any new hire.)

Me: *walking around to scan the customer’s order, not seeing who it is at first* “Good evening. Will this be on your [Store B] credit card today?”

Customer: *not noticing me yet either* “No, not today. It’s just some pla—” *looks up from her purse* “Hey! Aren’t you supposed to be at [Store A]?”

Me: *looking up and realizing it is a regular from said store* “Oh, hey! How are you? Yeah, they let me go a few months ago.”

Customer: “Oh, that’s a shame, but at least you found another place, which is good. So, how long have you been here?”

Me: *finishing up the large items on her carts and going behind the counter* “This is my first official day on the registers, but it’s nice here. A lot better than what I had at [Store A].”

Customer: “That’s great! I heard a lot of stuff about [Store A] over the last few months, and they’ve really gone downhill.”

Me: *bagging and finishing her order* “Well, I guess they shouldn’t have let me go!”

Customer: “Oh, don’t say that! You’re too good for them; besides, most of them are ignorant a**holes.”

(I laugh before tendering her out and circling survey information on the bottom.)

Me: “That’s true, but make sure to take the survey at the bottom of your receipt. It could get you a [Store A], I mean [Store B] gift card!”

(My customer chuckles at my slight mistake, but then turns to my shadower.)

Customer: *to my shadower* “Make sure you keep him; he’ll be great for your company. [Store A] most likely let him go cause he was too good for them.”

(My shadower chuckles before nodding.)

Shadower: “Do you really need me to stay here? Because I can open another register.”

(I shook my head, but he stayed close enough to assist with the different features [Store B] had on their registers that [Store A] didn’t. Even though I hadn’t been at [Store B] that long, people that knew me from [Store A] started to find me, just like old times.)

They Think They’ve Tabled This Discussion

, , , , , | Right | September 28, 2017

(It is close to closing hours on Valentine’s Day, in a busy shopping district. A customer and his wife “whistle” at me to get my attention while I’m hurriedly rushing to fulfill other customer requests.)

Me: “Hello, how are you today? Can I help you with anything?”

(The customer flicks her hand in a dismissive motion, seemingly frustrated that I dared to speak to her.)

Customer: “I want this table but without the legs; they are too bulky and ugly.”

Me: “Ma’am, we don’t sell those two parts separately, but I can show you some tables that do not have that design. They may work better for your preferences.”

Customer: “I just want this table with different legs.”

Me: “Uh… We only have furniture that sells together with both pieces in the same box. We don’t have a way to interchange table legs; that would be up to the manufacturer.”

Customer: “Well, tell the guys who make this to send me different legs.”

Me: “I’m sorry, but I can not do that. Please, follow me and I will show you some different options you may like.”

(We walk over to our store’s computer system, where I pull up our table options. The customer points at a picture of a table.)

Customer: “I like that one there; I want that one.”

Customer’s Husband: “That one looks MUCH better.”

(They are pointing at a picture of the table they were just looking at.)

Me: “Ma’am, that model is the same model we have on the floor.”

Customer: “I don’t like that one; I want this one here.” *referring to the picture of literally the same table*

Me: “Okay, ma’am; we can do that. If you would, please fill out this form, and we can have it delivered from our warehouse in [State] to your home with a delivery and assembly fee, if you would prefer that.”

Customer: “Okay, do that.”

(I thanked the customers for their patience, told them that their table would arrive sometime in the next couple of weeks, and that we would send them a confirmation email. The customers left after filling out the form with their information and having paid almost twice the amount for the same table, due to shipping and building costs.)

The Road To A Write-Up Is Paved With Good Intentions

, , , , , | Right | September 27, 2017

(I work for a company responsible for getting manufactured items to the end users. [Customer #1] sends out a group email with a number of people involved, including others within her company and a number of people at my company.)

Customer #1: “Hello, [Customer #2]! Please give me the status of order number [number]. This is an extremely important order and I need an update as soon as possible.”

(I see the email, and knowing that [Customer #2] won’t be in the office for another hour or so, I go ahead and answer the email, replying to all.)

Me: “Hello, [Customer #1]! We actually finished processing that order last night, and you will have it today by noon. Please let me know if you have any other questions.”

(You might think that would be the end of the story. Oh, no. [Customer #2] called my manager’s manager to ream me out for making her look bad. She insisted that I should be suspended without pay because I had responded to an email that was addressed to her. Never mind the fact that the only way she would have gotten this information would have been to contact me, have me look it up and then respond to [Customer 1]. It didn’t matter that by the time [Customer #1] would have gotten that answer, the shipment would have already delivered. This has been the only time I’ve ever been written up for providing good customer service.)

A Hurricane Of Ignorance

, , , , , | Working | September 25, 2017

(I am calling my insurance company to report damage from Hurricane Harvey. I live just outside of Rockport, the town where the eye went in.)

Agent: “I understand you are reporting damage from a wind event?”

Me: “I guess you could call it a ‘wind event,’ sure.”

Agent: “Do you know the date of the wind event?”

Me: “Friday night. August 25th.”

Agent: “And do you know what time the damage occurred?”

Me: “All I know is it was Friday night and into Saturday morning.”

Agent: “It would be helpful if you could narrow it down a bit more.”

Me: “You could probably call the Weather Channel and ask what time Harvey made landfall. It was right about then, you know, since the damage was caused by the hurricane.”

Don’t Worry, Your Order Will Be Apples

, , , , , | Right | September 25, 2017

(We sell squeezable pouches of applesauce, but usually only with our kids’ meals as a side. As I’m reading back a woman’s order, she decides she wants to add just one more thing.)

Me: “Can I get you anything else tonight?”

Customer: “Actually, would you mind adding some applesauce, please? That’ll be all.”

Me: “All right.”

(I start searching the order screen for how I can just put a pouch of applesauce; I look through sides, extras, value menus…)

Customer: “Hello?”

Me: “Yes, I’m sorry; it’ll just be one moment.”

(Finally, I find a button that says “substitute applesauce,” and go with that. Unfortunately, the system thinks I’m trying to substitute a side for applesauce, so on the screen it puts the last item that the lady ordered, which happens to be iced coffee, with a plus sign and applesauce.)

Customer: “It’s not showing a charge for the applesauce.”

Me: “That’s because I had to put it in as an add on.”

Customer: “But I don’t want it with my coffee. I just want one of those pouches y’all have.”

Me: “Yes, ma’am. I’m sorry; that’s just the only way I could put it in the system.”

Customer: *pauses* “It won’t be in my coffee, right?”

Me: *looking out the corner of my eye, as I hear my manager laughing, trying not to laugh myself* “I promise there won’t be any applesauce in your iced coffee.”

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