You Can’t Teach An Old Dog New Tricks, Or Old Ones

, , , , | Working | September 26, 2019

(It’s Memorial Day and we’re incredibly busy. All of our registers are being used and there’s still a line, which is fairly unusual for our store. I’m on a register, along with one of our associates who is completely useless on the register, despite the fact that she’s worked here for probably six or seven months now and has been trained on them over and over again. The rest of us actively avoid letting her on registers because it just requires us to basically run two registers at once and do everything for her, every time.)

Coworker: *completely interrupting me talking to my customer* “Hey, [My Name], where are you writing them?”

Me: “Writing what?”

Coworker: “Are you writing them on a card?”

Me: “Writing what, [Coworker]? I don’t know what you’re talking about.” 

Coworker: “The coupons.”

Me: “Oh, on the receipts.”

(We’ve recently been giving out coupons but ran out of the paper copies, so we write the info on people’s receipts to use to redeem the coupon.)

Coworker: “Okay, that’s what [Other Coworker] said earlier. I just wanted to double-check.”

Me: “Okay…”

(I go back to my customer. Maybe ten seconds later…)

Coworker: “Hey, [My Name], why is it doing this?”

(I look over to her register. It’s timing out on the pin pad, which it has been doing all day and happens probably at least once or twice a day normally. It’s a big nuisance.)

Me: “Oh, uh, it’s just timing out. It will take a few minutes to restart itself before you can try again. You’ll have to type in her card info by hand when it does.”

Coworker: “Does this happen often? What is happening?”

Me: *trying to talk to my customer about her transaction* “It happens a lot. It will time out in a minute or so. Just wait.”

Coworker: “Why is it taking so long? Can you fix it?”

Me: “No, you just wait for it to stop on its own.”

Coworker: “Why does it do this? Can you fix it? Does this happen a lot? I don’t know what to do.”

Me: *seeing her screen change after it times out* “You’ll need to type in her card info now so you don’t risk that happening again.”

Coworker: “How do you do that?”

(I reach across to show her where, knowing I have shown her this before, multiple times. The button literally says, “CREDIT CARD ENTRY.”)

Me: “Hit this button here.”

Coworker: “Now what do I do?”

Me: “Type in the info from the card. It asks for it right on the screen.”

(I watched her struggle for a minute or so, but I couldn’t help because I was ringing up customers still. When I got a chance, I turned around to help her only to see our new hire, who was maybe only on her second or third week in the store, showing her how to type in the card information.)

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