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15 December 2012 @ 04:05 pm
It isn't bad service, but it's definitely Corporate Policies I Don't Like  
Kroger now offers to unload your cart onto the checkstand. And apparently insists on doing so, even if you are keeping up with the cashier.

I do not react like a normal human being. I did not see this as a service, but rather as criticism.

I was so flustered that my hands were shaking and when I opened my wallet to get my debit card, I dropped the entire contents of said wallet all over everything. (I did get everything back into my wallet, but how humiliating and embarrassing.) (Note to self: get sturdier wallet.)

One more reason to use the U-Scans, I guess.
 
 
Janet Miles, CAP-OMjanetmiles on December 16th, 2012 08:54 pm (UTC)
To be fair: it's not "we do not allow you to unload your own cart," it's "it is Good Customer Service to assist with unloading the cart."

I know they want the lines to move faster. They have this whole computerized camera system to watch the front end and decide whether to call up more cashiers. So I expect the cashier to start scanning as soon as I put the first item on the belt, and generally to finish about the same time I do. I probably do get mis-charged on occasion, but I figure it balances out between over and under.

As to the cold, well, viruses only last a few minutes outside the body, and regular exposure to things keeps the immune system healthy. (I realize this does not apply to people whose immune system is already compromised.) Places refusing to provide paid sick leave mean employees working when they're sick, and I'm not going to complain to management about someone who needs their whole paycheck. I may complain to corporate about their shameful policies, but that's a whole different issue.
Tom the Alien Cattomtac on December 16th, 2012 10:55 pm (UTC)
I take all that into account; that;s why I usually (note, usually) just leave things alone while I try to cook up a response that would be effective.

Bobcat Goldthwaite used to talk about "yelling at Ronald McDonald because you got a bad cheeseburger -- he doesn't run the company". I don't pick on the line level staff, instead I try to understand the work environment that causes these things. So at the "Aldis", where they like to ring things up quickly, I have my wife keep loading while I watch the register.

I wish the mistakes would average out, but they don't for me. It is usually an item on sale that some how has the regular price in the computer, or an item that was mislabeled that I can go back and redo.

With respect for "helpers" with "excessive zeal", my SOP is to tell them I'd rather do it myself and then see what happens. The look on their face is a clue as to whether they're being overzealous or actually trying to hang onto their job. And I don't let my pride overrule their need for a job. Writing letters to top brass, without identifying details, has been a good tool for trying to change storewide policy without crucifying any particular worker.


Edited at 2012-12-16 10:59 pm (UTC)