I was gone the day they were supposed to "train" me and I don't really get it. I got a letter in the mail saying that I can refund stuff if it is under $20, but I don't really know how any of this works. Can anyone give me a brief rundown? Recently, I gave someone a discount because they had a make it right sticker, but I don't know much more than that.
Make it right is just another way that kroger tries way too hard to run a business. Basically, if customers don't have a receipt for a refund and it's within a reasonable amount (like $10 or so), then you can give a store credit without management approval. If the refund is questionable, get a manager approval first. If they want a reasonable discount on a substitution for an item out of stock, then you are supposed to do it. Basically, they want us to try to avoid saying the word "no" to a customer. If you get an item with one of those green stickers (except alcohol or tobacco), then you hit 0 price override, scan it, then 8 enter.
DO NOT ever, EVER EVER change the price of alcohol or tobacco at the cash register FOR ANY REASON WHATSOEVER. They must accept the scanned price of the alcohol/tobacco whether the sign is wrong or not. It is a federal violation to price override these items at the register. If a manager wants to do it, make sure THEY sign on to their cashier number and do it. Excise officers may go around and check if businesses are committing this violation. This is one of the very few exceptions to this Make It Right program.
So "Make It Right" is pretty easy to understand. The basic concept is that we, as cashiers, get a lot more power to make corrections without manager's approval. Our limit was raised up to $20 instead of $10, but there are other little things we can do at our own discretion. For example:
Let's say a customer is short $2 on a $40 order. You could, as a Cashier, adjust the price of an item and reduce it by $2 (or even 0 the price out), and use Code #8 ("Make it Right") for why you did it, so that the customer doesn't have to take items off their order to afford it all. Of course, you can do more than $2, you could conceiveably do up to $20 off their order, although you probably shouldn't. I myself have made minor adjustments to people's overall total so that they didn't have to take items off, and they're always really happy about it.
Another thing might be, if you're on the floor as a Food Associate and a customer comes up to you and says "I really want [Item Name] but you're out.", an associate might say "Oh I'm sorry, we can substitute this one at the sale price." and would attach a "Make It Right" sticker saying it's a substitution. Or, say their favorite type of Yogurt is out of stock, a food associate might say "Well I really like this flavor, why don't you try this" and attach a "Make it Right" sticker saying the Yogurt is a Free Sample to the customer.
The basic idea of it is to make Customer's satisfied with their service, even if things didn't necessarily go the way that the customer originally wanted it to. So we as associates have the power to help make it right and help the customer, without manager's approval. So we don't have to call a PIC to make a substitution for an Ad-Item for example. Also, according to LP at our store, you will NEVER be punished for "Making it Right" with a customer. There will be no suspensions, no write-ups, no Verbal Warnings. They might coach you on another way to do it, but you won't be punished for trying to "Make It Right", which is a big relief.
Additionally, as the other guy said, the exceptions to this are regulated items, such as Alcohol, Tobacco, Firearms, Ammunition, Lottery, things like that. Typically, if an item requires age-verification in order to sell it, that item is a no-go for price-adjustments. So avoid doing any price-adjustments on those items, even if there is a sticker on it. Call a PIC and verify it with them first.
Other than that, if you're still not sure of everything, ask your Loss Prevention or Store Director if they can arrange a time to go over it more thoroughly with you, as there is actually a lot of cool stuff in it that does make our job as a Cashier easier and less of a hassle for the customer.
Anonymous wrote:Also, according to LP at our store, you will NEVER be punished for "Making it Right" with a customer. There will be no suspensions, no write-ups, no Verbal Warnings. They might coach you on another way to do it, but you won't be punished for trying to "Make It Right", which is a big relief.
HAHAHAHAHAHAH. Believe that when I see it. How many other times has management said that and turned around and fired folks for doing something?
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