Things start to get bad when customers start agreeing with one another. If one customer has a problem at checkout, usually the customers behind them would also intervene. They form an instant bond and immediately have things in common with what’s wrong with their grocery store. At checkout, we are outnumbered. There’s nothing we can do if we couldn’t have done already. Agreeing with one another does not pressure the checker to do something they shouldn’t do because we don’t make the rules, we have to enforce them.
Customer wants to get a refund for 3 bottles of olive oil she bought from one of our grocery stores, without a receipt…
Me: Ma’am I can’t do anything without a receipt and I can’t do an exchange because we don’t sell it here.
Ringleader: We’ll its still the same store!
Me: Well your going to have to take it back to that store.
Ringleader: Why? This is the same store but a different location! Doesn’t make any sense!
Me: I’m sorry ma’am but we can’t take back anything we don’t sell. Even though we’re the same company, we carry different items.
Customers waiting in line behind her instigate…
Instigator #1: Didn’t you hear what she said? It’s still the same store!
Instigator #2: What happen to the customer is always right?
Me: But, I can’t do anything.
Ringleader: You’re the supervisor! What do you mean you can’t do anything!
Instigator #2: Looks like we’re talking to the wrong person. He has no authority.
Instigator #1: This is why I only come here when I have to.
Me: You guys aren’t helping.
Ringleader: Your no help either.
Instigator #1: I’m going to another line.
Me: …
