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: …
{ 16 comments… read them below or add one }
It’s small scale crowd mentality and bravado.
Yes. Because going to another line is obviously going to change store policy. The line closest to the door? It’s basically anarchy over there.
Wow, and they look pretty happy in that protest gathering, too. “Down with Paul! Down with Paul!” Sorry, I got caught up with the group.
You really put up with a lot of crap!! When I read the title of your post, I thought you were talking about customers forming alliances with one checker over another…thus going to a crowded line when you are free. There is a certain checker I do avoid…because she talks SO much that she holds her own line up! Stay stong, man!
i’m not grocery, i’m a bartender at a popular Italian restaruant, (i.e. if you want soup, salad, and bread, you got it, asshats). I’m up here in oly, going down to PDX soon, and yeah, gawd, i’d love to meet you, i LOVE yer blog, been reading it for about 2 or 3 months, and i’ve told all the grocery kids i’m friends with to check this out. i don’t know PDX all that well, but if you get back to me, i’ll buy you a beer. Yew Rawk!!!
Really? Who returns olive oil? The stuff keeps for centuries. You put up with a lot of crap, Paul.
I’m sure you were doing the yipee dance when they went to another line. I owuld have been.
Wow, i totally mind my own business at the store. But the one I go to has a separate customer service counter where returns are handled, instead of in the checkout line.
You have horrible customers. Just sayin.
Paul, you do seem to get some of the choicest customers sometimes, don’t you?
On the flip side of this one, it can sometimes make a checker’s day when the other customers side with you! I know I’ve had that happen.
another no-win situation. wonder if you started handing out lollipops or gumdrops if that would help to diffuse it? I read a very interesting article last Friday about the psychology of persuasion….
I’m sooo sorry that these types of people exist. They are like mini whistle blowers that don’t feel like doing anything productive with their whistle blowing tendancys, so they use it at the check stand. They usually end up threatening to call the BBB or never coming back to the store. I feel like I can almost be 100 percent certain that they either have never worked in retail, or are just generally flawed people. I’ll fight side by side with you when the riot inevitably forms.
Oh my gosh, this totally made me laugh!!!!
Grrr!!!…and the nerve of people to say that we are the PROBLEM! It’s too bad that they can’t see things in our perspective because they are too caught up in their own delusion.
ps: how were you suppose to know how much to refund them if there was no receipt and you didn’t sell it at the store??
Dude, what is up with people? I tried to return something not long ago to my store without a receipt. He beeped it, said “we don’t sell this one here. It’ll need to be returned to the store where you got it.” Same company, different location. Okay, not a problem at all. I don’t see where the confusion is for some people. I think alot of people just like to hear themselves complain.
I’ve been working for Giant Food stores for almost 32 years. Cashiering is the worst job. Standing in the same spot all day makes for a long day. The whistlers get on my nerves the most. How rude to stand there and whistle. The perfume people are pretty bad also. How many bottles a week do they go through? By the way, how can I get a “subscribe” RSS on my website? I am having a very hard time with this. Thanks…