Does anyone here that work the front end get customers that you think are making up prices for things to get it for cheaper? Kroger says we have to "Make it Right" and cant argue with customers about prices, You just need to fix it. However I believe I have two customers that do this to me repeatedly.
First of all, they always come into my line. I get one of them fairly often the other seems to show up every couple months. The later always come in with a lot of stuff that rings up wrong and she insists its a different price. I thought this was really weird. She is also always talking about taking cheese and lunchmeat back to the deli because they "slice it wrong" but its just that every time I serve her, she has a ton of stuff that needs to be price adjusted. One time a case of seltzer rung up wrong and I fixed it but later on I looked at it and it showed it at the price a dollar more than she said it was. Last year she said "I hope you are here to help me at Christmas after she paid. I thought that was REALLY WEIRD.
The other lady I check out fairly often. She knows and calls me by name. She will have stuff and hand it to me and tell me its a specific price. Ive rung up this stuff and again, as with the other woman, it always rings up at a price she says it isnt and has to be adjusted by Make it Right. Im getting really sick of this and it annoys me. Its one reason I want to leave Front End because I just really dont like this.
Are you really that gullible? Never take a customer at their word. Always call for a price check. Letting a customer have something for whatever price they name is not, "Making it Right". It's letting them get away with stealing. "Make it Right" is for honest customers. Those two customers are not honest.
I always suspect there's at least a few customers that do this from time to time. I'm always suspect when they claim it's a certain price, and then want the scan rite on it for free. But as you know, customers leave things in the wrong spot when they don't want 'em. Thanks to make it right, and my store's desperation to increase their customer satisfaction score, the managers always tell me to give it to them.
I do, on average, 20 to 30 price overrides a day. Never been questioned about it, because that's what they want. I've gotten to the point where I don't care. Store doesn't care, I don't care. I'll keep on price overriding. It's what the managers want.
In your case, if you have a customer that does this to you on occasion, then tell your managers about it. If they come to your line, say you have to get a manager before you can change the price, then walk away to the closest one and mention that you suspect they're making up prices on purpose. Leave it up to the managers. They probably will tell you to just give it to them. But then later when they see that customer again, they'll start to believe you, maybe, and deny the customer.
Even if the managers don't help you out by denying the customer, the mere annoyance of you walking away and having to get a manager's approval for every item is kind of a deterrent. Do it often and the customer might move on to another cashier.
The first lady is also more annoying because she's done stuff like come into my lane when she can clearly see my light is off. Kroger is just so scared of pissing off customers that they made me and others go to this whole training meeting about customer service and such and told us we have to do certain stuff.
I always suspect there's at least a few customers that do this from time to time. I'm always suspect when they claim it's a certain price, and then want the scan rite on it for free. But as you know, customers leave things in the wrong spot when they don't want 'em. Thanks to make it right, and my store's desperation to increase their customer satisfaction score, the managers always tell me to give it to them.
I do, on average, 20 to 30 price overrides a day. Never been questioned about it, because that's what they want. I've gotten to the point where I don't care. Store doesn't care, I don't care. I'll keep on price overriding. It's what the managers want.
In your case, if you have a customer that does this to you on occasion, then tell your managers about it. If they come to your line, say you have to get a manager before you can change the price, then walk away to the closest one and mention that you suspect they're making up prices on purpose. Leave it up to the managers. They probably will tell you to just give it to them. But then later when they see that customer again, they'll start to believe you, maybe, and deny the customer.
Even if the managers don't help you out by denying the customer, the mere annoyance of you walking away and having to get a manager's approval for every item is kind of a deterrent. Do it often and the customer might move on to another cashier.
This is good advice. When I was on front end, I would do the price checks myself. If the customer was wrong, I would not change the price. But every store is different.
Are you really that gullible? Never take a customer at their word. Always call for a price check. Letting a customer have something for whatever price they name is not, "Making it Right". It's letting them get away with stealing. "Make it Right" is for honest customers. Those two customers are not honest.
That was the old Kroger. Now they don't want us to suspect anyone is up to something, especially a customer so we just "take care of them" and move on. Under the pressure to make 1+1 we don't have time for price checks that are a couple bucks difference. If they get fussy or want the scan guarantee then their happy butt should goto guest care where they can do all the price checks without holding up a line.
Oh yeah. We have customers that rearrange displays, move signs and price tags, peel tags off markdowns and reapply them, show us pictures of weeks old sales and pretend current prices are wrong, try to use rainchecks on the wrong items, and all kinds of shenanigans.
If management isn't onto it or isn't on your side, about all you can do is drag your feet and make it as slow and awful as you can. It's worth a write up if they never come through your line again.
Are you really that gullible? Never take a customer at their word. Always call for a price check. Letting a customer have something for whatever price they name is not, "Making it Right". It's letting them get away with stealing. "Make it Right" is for honest customers. Those two customers are not honest.
That was the old Kroger. Now they don't want us to suspect anyone is up to something, especially a customer so we just "take care of them" and move on. Under the pressure to make 1+1 we don't have time for price checks that are a couple bucks difference. If they get fussy or want the scan guarantee then their happy butt should goto guest care where they can do all the price checks without holding up a line.
Are we being taken advantage of? YES.
Yep. Before I took a position at Kroger that couldn't be called upon to surge check, if a customer complained that the price wasn't right, I'd just fix it right then and there and select Make it Right as the reason. Did this all the time for years and nothing was ever said or done to me. I don't get paid enough to argue with customers or care whether or not they are scamming Kroger. Kroger doesn't care either and doesn't back up employees anyway, so the faster I got them the hell out of my line the sooner I could get back to not surge checking (for fifteen minutes, if I was lucky).
Does anyone here HONESTLY think Kroger would pay us any better if there was less fraud? It would just amount to more money in the form of salaries and bonuses for the people at the top. So... why should I care if a customer is honest or not?
