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Post Info TOPIC: "We Can Make It Right", thoughts?
GenesisOne


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RE: "We Can Make It Right", thoughts?
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Anonymous wrote:

They fired 6 of my friends for doing this for "too many" customers

When our store manager sat us all down during a meeting, he told us that no employee would be disciplined for making it right. He did, however, say that if an employee made it right with a customer but in a way that could have been handled better, it would be treated as a "learning experience" where a member of management would sit down with the employee and essentially say, "hey, good job taking care of the customer. Next time though, try doing this instead of that," and the employee would be shown the more "proper" way of making it right. Did this ever happen with your friends? Unless an employee deliberately abuses the Make It Right program, there aren't supposed to be disciplinary consequences, but we all know there are managers out there that are just plain heartless and arrogant.

Where I'm at, there was a lot, and I mean a lot, of talk about Making It Right within the first month or so of the program's launch, but I haven't heard it mentioned by management for months now. Management used to always ask "do you have your Make It Right stickers??" left and right, but not any more. That's Kroger though, for you. Make a big deal about the next grand idea or initiative for a month or two, and when it fails, quietly sweep it under the rug and move on to the next grand idea or initiative.



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Anonymous

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FrontEndSlave wrote:
DeltaGrocery wrote:

About the scammers, they say there will be checks and balances in this system, but I whole-heartedly agree this seems to be a scammers paradise and people will come in all the time just to find something you're out of and complain and get something else free. We'll see how it plays out though.

They are failing OSAT's so they're desperately trying to find a way to fix that. Even my store manager agrees that it does not seem like something that can last and/or be profitable.

Time will tell.

"checks and balances"

heh

that was supposed to be in que-vision too and yet our floral department is always being called up to help with bagging and cashier. our poor utility clerks who are nothing but courtesy clerks that make no extra pay, are always having to stop their sweeps in mid-sweep due to being asked to help bag. and all in the name of appeasing que-vision

I see this 'new' policy as nothing more than another turd in the pipes. Agreed on the OSAT sentiment, maybe if the company would realize front end needs help rather than trying to use other departments or schedule courtesy clerks with insane scheduling days that the OSAT would go up. Granted OSAT is more than just front end, it's all departments, but all departments are affected because of fear of dips at the front end, which in turns screws everything else up.

 

Stop Mid-sweep? That's horrible and guess who has to take the blame if there is a slip and fall.

 



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4hourrush


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I haven't seen anyone use those Make it Right stickers at all. I think that was another one of Kroger's forgotten policies...

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Anonymous

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Now, the big thing is "UPLIFT"  They want all the employees to be uplifted so they can make the customer feel uplifted.  To do this, they have uplift cards you can fill out anytime you think another employee does something that deserves mentioning.  The card is worth $2.00 off any order.  They posted a bunch of them in the breakroom.  I just shook my head when I read them.  None of them were anything to make a big deal out of.  They said things like: "Mike cleaned up a spill."  "Tom filled up the meat case."  "Mary came up to check when she was called." "Sue was nice to a customer." etc.  They were all things that people should normally be doing as part of their job.  Frankly, I find the whole thing a bit condescending. 



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kroagrr


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Frankly, I find the whole thing a bit condescending.

Well, the two bucks once in a blue moon is cheaper than paying you a living wage.

 

I haven't seen anyone use those Make it Right stickers at all. I think that was another one of Kroger's forgotten policies.

Stickers aren't even necessary; just accompany the customer to the register and ask the cashier to "make it right".

Give away the store.  Maybe we can't help ourselves much, but at least we can hook up the occasional poor person a little bit. 

 

 

 

 



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Anonymous

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Well if you are worried about people abusing it, then maybe you should not put internal customer service strategies on the internet.



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AB2UandMe


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The Instant Kroger got their first months bill that was the end of THAT program, which is actually called "Customer Service". I almost did a spittake when they were describing this.It was gone in a month.

You must be fast or you get fired, and you must be nice or you get fired. Only if you can do both at 100 mph can you keep this job.

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