So how many people have had customers say that they will call corporate and have had anything happen? I had to stay an extra 10-15 mins at self checkout because this lady was taking forever with her groceries, already knowing we had closed the store. When she was finished she told me "Oh don't be discouraged. I stay late at work all the time. Its life!" to which I respond, "You had all day to buy your stuff." She then gets in a tissy giving me the usual, "I'm going to call your manager. I'm going to call your supervisor..." bit and that she's a social worker blah blah blah. It was a lapse of judgement on my part, but at the time I was tired and ready to leave.
Should I be worried? Since it was around 12 am I think she might forget about the whole thing. I've been with Kroger for about 6 years and my record is pretty clean.
Normally people like to use those words as scare tactics, to get what they want, but once they leave the store they forget you even exist. There is a 1% chance that anything will even come down to you or if they do call the store and talk to your manager they will just be like "Yeah, okay, I'll talk to them." and just never do it.
I've not had many people say that stuff to me, but of the ones that have, I believe, only 1 person out of the lot actually did something about it and my manager just didn't care once I explained how much of a douche she was.
Just a little advice... when people say things about staying over just say "Thanks for the overtime." that normally shuts them up and they walk away without getting their feelings hurt.
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Would you like fries with th... I mean, your milk in a bag?
Depending on how spiteful the person is, they might take the OSAT survey and leave a comment on there, but even that is unlikely. For starters, that late, nobody is going to go straight home and boot up their computer and start in on a survey just to piss and moan. After a night's sleep, she'll wake up and no longer be mad, assuming she ever was. Even if she does, simply ask how much your management would actually care.
At worst, they'll ask you about the comments. If your managers are anything like mine, and hate staying late too, they'll be equally as annoyed with her and simply laugh at the comments made. Oh they'll get the formalities out of the way for the higher ups, such as "talking to you", but beyond that, I wouldn't worry. And this all assumes she even goes out of her way to be spiteful.
Hell, in your situation, I would've called my PIC right there and been like "Oh, ok, let me call him over, one moment.". He'd have come over and acted all concerned, and then once she left, laughed about it and never mentioned anything about it again.
I've had customers like that. "Why is there no checklane open?" It's after 11pm or before 7am. It's just you and me, get over it. If you're going to buy a giant buggy full of crap you should come earlier. Don't be yelling at me, or the self-checkout machine, throwing things you don't want on other customers scales, don't demand I open a checklane (as has happened), just be civil and get the hell out of my store and we'll be fine.
I find as a CC the best thing you can do to those kinds of customers is kill them with kindness. To me it is the best way to say look you are not going to give me your bad day. Usually by the time it is over they have changed their tune and say thanks. Some will still be *******s but just smile and be courteous..
It's tough, for the better part of 5 years I was used to just yelling at folks who pissed me off. Now I have to be super nice to people. Just smile and say sorry.
Sorta off topic, but I had a guy who was so mad no one called him to tell him we got some **** he wanted in, he said " Lorenzo Smith would spin in his god damned grave if her heard of this bull**** " then proceeded to call me a young ungrateful punk with no sense of responsibility said I should be shipped off to the military to learn some respect. Had a hearty laugh after that one.
-- Edited by Poolsclosed on Wednesday 24th of June 2015 08:51:31 PM
-- Edited by Poolsclosed on Wednesday 24th of June 2015 08:51:45 PM
