Can I be fired for using price overrides? Often times I get customers, maybe 2 or 3 times a week, who come to my line saying "oh such and such was a certain price, your manager said I can have it for this price" OR sometimes they come with products that have that blue and white sticker on them.
In the past, I'd always try to find a manager or a red vest to come and help me. And all they do, without even talking to the customer is do a make-it-right price override. But, finding a manager or a red vest takes time, sometimes, cause they're not always available. And no cashier at our store uses the intercom. They just shoutout to the red vest if they're within earshot. And if not, then they just handle it themselves.
Another question. Most bakery items have this little square white sticker on them that has a date and a price on it. Recently a couple customers have come to me saying that the price that scans isn't the price on the sticker. So they want the price on the sticker. What should I do in that situation?
I would just ask for management approval. You CAN get firedb if they see you overriding prices multiple times. Its not worth getting fired just to make a customer's day by giving them a reduced price. If they don't like it, they can deal with it... If they don't want to... leave and shop elsewhere.
Ask management first on what should be done. It's not worth looking your job to make a customer happy.
I do know of one cashier who got fired due to overrides, but that's because management spoke to him to let him know to stop doing it, and he persisted after the verbal warning. He also did overrides to the tune of a 2,000 dollar loss A Week
So if you're not going crazy like that, and management hasn't called you on it, you've got nothing to worry about.
For good measure, get your STORE MANAGER'S opinion on overrides, rainchecks, and coupon acceptance, because what policies are enforced, and what loss your manager is willing to eat varies from store to store. Sometimes your FEM, and co-managers will have differing opinions, but the store manager has the final say.
What I do is, I limit the "Make It Rights" to irate customers, and polite, kind of begging customers as that avoids negative feedback in surveys. I also give customers who are looking for certain items we don't have, the option of an alternative to "make right" for them.
BUT if the price difference they are claiming is seven or more dollars, I get management involved to cover my ass. In those situations, the customer read the label wrong and my co-managers tell them no.
As far as bakery is concerned, I override it to what the customer says UNLESS, again, the difference is significant or if I know for a fact what the product is really worth. In those situations I page the Deli or Bakery, or management when they don't respond.
If it's a customer's order that we made JUST for them, I always page the bakery or management.
One time a customer had a massive cake that had to be like 3' by 3' (it barely fit on the belt, and we never carry cakes that huge) it was 47 dollars, but she claimed it was suppose to be 20.
No way in blue hell was that 20 bucks, but I called management about it, described the cake and our dilemma and they told me to let her have it for 20 bucks.
So I did. I can't get in trouble because they okayed it, but NEVER ASSUME in a situation like that. Always call for the department of the item or the store manager.
Why don't the cashiers at your store page for help? Are you not allowed?
Why don't the cashiers at your store page for help? Are you not allowed?
Thanks for the info.
As for the cashiers at our store. We're allowed to use the intercom. It's just that I've never seen any of them, in the six weeks that I've been here, use it. And this is a big store.
When I was being "trained" during the first week, nobody told me about them. I had to ask about it, and to my surprise, the phones beside our registers actually have a purpose! I asked one of the CSM's about it, they said oh yeah there's this code you dial and you can page the whole store. Yeah, but I've never seen any of the cashiers using it to page for help. They just flag down anyone they see within earshot to come help them. I do what the others do, and that's what they do.
The only people who use the intercom to page the whole store are the CSMs who just use it to call cashiers and other associates back to their registers.
The CSMs and the managers at our store use these walkie-talkies to talk to each other. And I'm like, okay, so is there a code I can dial on the phone to page a CSM or manager or whoever can help me DIRECTLY, not the whole store, but a direct line to them... they said no.
Now, they do have codes to call the bakery or other departments, for things like what you described in your post. BUT... nobody has told me what they are... nobody has told me how to talk to other departments or even if that was possible.
In short, in the six weeks I have been here, I have never seen any cashier, even the ones who have been with kroger for 10 years, use the phone at their register for anything. They just yell at whoever has a red vest on to come and help them. Sometimes for me, they're hanging around at the customer service desk, and I have to walk out in the middle of the transaction to go get them. That's if I'm lucky... Most of the time, they nowhere to be seen. And the other cashiers are like "screw you, I've got my own problems."
This is exactly why at my store, our registers are software locked down to require approval for anything over a dollar or two for price modify or if the price modify amount goes above X amount in the transaction. Anything higher then that locks the register down and requires a supervisor / manager override to let the computer proceed as once it locks, all keyboard input is blocked by the computer unless its to access the Supervisor menu to preform the override / other supervisory function.
At our store, all phones in store (except for portables, which is a Function + # key) have access to overhead paging by a direct button which is labeled as well as all dept phones / portables for those depts like Grocery / Produce / Dairy / Frozen who don't have a wired one, as well as MOD portable / managers office / service desk, which are also labeled. Only ones not listed on any phone are Receiving and our LP / Security office. All phones that are wired can "see each other" and everything the others can (we can see if Bakery / Deli / Managers office / Service Desk, etc are on the phone if overhead paging is in use. Service Desk has the master console which can see all in store phones / portables presence statuses) We don't have radios, so either paging, ringing the Desk, or calling out (in a nice voice, not yelling across the floor or management will have your heads) are the options to cashiers who need help. But everyone on FE is trained to never physically yell out for a supervisor for help, you either use the phone or "pass it down" to your fellow cashiers / UCs to have them get you what you need.
-- Edited by UC151 on Tuesday 20th of June 2017 03:08:20 PM
-- Edited by UC151 on Tuesday 20th of June 2017 03:13:20 PM
As a 14 year Store Manager the short answer is no. That is why we adopted the Make it Right policy to increase your productivity without having to slow down the line and you can continue serving customers and because ultimately our job is customer service. This is in every facet of the store - we are to help serve the customer. This doesn't mean that the customer is always right, but rather the customer is always the customer. Is it worth your time, then the time of your supervisor and then the managers time to argue with a customer over what might be 30 cents? 50 cents? 1 dollar? where is the line drawn at what is worth that headache and argument?
But everyone on FE is trained to never physically yell out for a supervisor for help, you either use the phone or "pass it down" to your fellow cashiers / UCs to have them get you what you need.
I like your store... Sounds like it's better managed than ours. Ours is a brand new, big store, that just opened earlier this year. I don't know what I can do in order to change the having to yell for a supervisor thing.
As a 14 year Store Manager the short answer is no. That is why we adopted the Make it Right policy to increase your productivity without having to slow down the line and you can continue serving customers and because ultimately our job is customer service. This is in every facet of the store - we are to help serve the customer. This doesn't mean that the customer is always right, but rather the customer is always the customer. Is it worth your time, then the time of your supervisor and then the managers time to argue with a customer over what might be 30 cents? 50 cents? 1 dollar? where is the line drawn at what is worth that headache and argument?
That is good to know. Most of the price overrides I've had to do were for a difference of under a dollar.
There was one time a customer disputed the price of something. I think it was for a product that the system didn't recognize the barcode. I called over one of the experienced cashiers who was appointed the honor of watching over the Uscan. I was kinda shocked what she did. She took a gift card that the customer didn't want, and then scanned it, and then did a price override for it. So $10 down to $2, making it an $8 difference. Then she walked away.
I stood there, thinking, wow, really? And this is the more experienced cashier who'd been there for a year. Well, I knew what she did wasn't exactly right. So, I voided that item off the transaction and just put in $2 for the grocery department using the grocery code and sent the customer on their way.
As a 14 year Store Manager the short answer is no. That is why we adopted the Make it Right policy to increase your productivity without having to slow down the line and you can continue serving customers and because ultimately our job is customer service. This is in every facet of the store - we are to help serve the customer. This doesn't mean that the customer is always right, but rather the customer is always the customer. Is it worth your time, then the time of your supervisor and then the managers time to argue with a customer over what might be 30 cents? 50 cents? 1 dollar? where is the line drawn at what is worth that headache and argument?
Yep... we have the ability to Make It Right up to $20.00. Anything over that, and we have to get a member of management to okay it. I think the most I ever took off an order is $7.00. But yeah, the whole point of the "Make it Right" program is to not keep the customer waiting and not agitate the customer by arguing. I have, in the past, given away stuff for absolutely free if I feel like the situation calls for it and I've never once cleared it with management or had management come to me with questions.
... of course, a lot depends on your store management and CSM as far as what's allowed and the extent you're allowed to go to, so be sure to talk to your store management team about what's acceptable at your store rather than simply take my word that it's perfectly okay to do the stuff that I do, lol!
... of course, a lot depends on your store management and CSM as far as what's allowed and the extent you're allowed to go to, so be sure to talk to your store management team about what's acceptable at your store rather than simply take my word that it's perfectly okay to do the stuff that I do, lol!
Yeah, I'll definitely have a talk with the main store manager this week about that.
Btw, your store sounds like it's one of those Walmart-sized marketplaces. My store is small, about the size of a CVS...That being, said, having trained a few newbie cashiers (and obviously having been in your shoes once) I've found that nobody but me, ever thinks to teach newbies how to page.
At our store, there is a 4-digit # on the base of our registers' phone, and a small grey
"Page" button. You press the button once, pick up the phone, and say as loud as you can "X Department dial (whatever your 4 digit number is) please" and repeat it.
I help newb cashiers when I can, but if I'm the register, I can't be rude to my customers by dropping everything to help the new guy/gal. I'm never a jerk to them, but sometimes it gets frustrating, so I'll page a red vest over to their lane for them.
But getting back on topic, let me clarify that I meant talk to your store manager BEFORE you clock in, and let him know your concerns on where to dry the line with price overrides, and letting invalid coupons slide (note, that I didn't say phony coupon. Totally different thing and those are never to be accepted, ever). And whatever he or she tells you, let that be how you do things from now on.
I've worked in 2 stores, I'll describe our policies.
My first store was god awful, I mean everyone in this city calls it the "ghetto" store. Management simply doesn't care, the staff doesn't care, they don't have the right priorities, so there it was pretty much anything goes. They don't do write ups at all, because the cashiers and staff are so careless it wouldn't do any good - most of them would probably just quit if they got written up.
My second store is the EXACT polar opposite, we're a training store, so we are extremely small. Managers on Deck and CSMs or ACSMs come train at our store before being placed in their own bigger store, so our management is very frequently changing all the time. (Not CSM's or lower, just co's and store managers)
They do exactly EVERYTHING by the book here. Down to the very last sweep and bathroom checks being completed, they are extremely strict.
That being said, I have never been in trouble for using "Make It Right" up to $4.99 (as per policy) based on the customers difficulty with the situation, or good attitude. I hate the ones that know the policy and get extremely smug about "getting the first item free", and most that know this use it to their advantage very frequently even when the situation doesn't call for it. (Ex: The price is $1.99 each IF you buy 5/4 participating items)
I'm one of the experienced cashiers, knew more than most cashiers already at the store so I could help people easily even though I had just got there.. most cashiers and baggers start depending on me for help with situations and I make myself widely available for help if someone needs me, and I also train a lot of people)
The paging system is there for a reason. Someone posted before about the "grey page button" and the 4-digit number (if i'm on register 6, and i need someone from register 3, i'd dial "2103") I use that frequently because I don't want to yell across the floor. I use my page quite often and have a very loud voice, and I have no problem paging people in the store.. To tell the CM or CSM we're backed up, call for bagging assistance, checking assistance, or to call a department) But I understand. A lot of my cashiers don't want to use the paging system, I end up doing it for them mostly.
Don't be one of the asshats that don't answer your pages.. we get you're busy, but so are we, and all we need is a verification.
That reminds me, if someone says a price is wrong, these are the steps I use:
1. Talk to the customer about the product and ask questions, "Is it apart of the 5 for 5? Was it in the correct spot? Is there more of this product so we can verify the price? Can I get a price check for you?"
2. I pick a bagger to go and do the price check, this includes telling them where the item is, telling them to check the expiration date on the tag, and if it's out of date to take the yellow sticker off of it, sometimes having the customer go with them. (I don't LIKE doing this because I feel the bagger could be pressured by the customer)
3. Bagger comes back, gives me the tag or tells me the price, I ask a few more questions from #1 to the bagger, and then i'll correct the price, then make it right.
And this happens way too often, but if we don't have a bagger/extra manager/someone to price check, i'll page the department and ask for a price check.
With custom orders (bakery/deli/seafood/meat), I always page the department to verify that the customer is telling the truth. I'm not going to blindly go on YOUR word that your massive 12 pounds of shrimp is $20.00.
But everyone on FE is trained to never physically yell out for a supervisor for help, you either use the phone or "pass it down" to your fellow cashiers / UCs to have them get you what you need.
I like your store... Sounds like it's better managed than ours. Ours is a brand new, big store, that just opened earlier this year. I don't know what I can do in order to change the having to yell for a supervisor thing.
Simple. Would you appreciate another employee in the store doing it if it was someone from Corpo or a secret shopper or something checking out at your lane? That is called being unprofessional. But by extending "courtesy" to those around you, and using the phone or simply asking in a nice voice / passing your need to another cashier / bagger who can get it for you / pass it down, then that problem is null and results in a friendlier checkout experience and keeps you looking "professional" to the customers and others as you should be. It's like one of my CSRs told me "treat this place like it was your home, and that you are having a party. Would you want to be the loudmouth in the room or would you prefer to handle things with grace and ease?"
