Good Cop Bad Cop

To some I was the greatest and fastest guest services team member...to others I shouldn't even be there, I was the worse, don't even speak to me!!!! Only because I wouldn't return the shoes her daughter had worn "only once" but were too small....I'm a meany. Other GS members said I had more than my share of crazies, still most had no problem. Some returns take about 30 seconds.

One guest helped me open his new game after I slit open my thumb instead of the wrapper. Because of US federal copy right laws we cannot exchange opened video games, dvd, cd for new wrapped ones. So if the item is defective we give them a new one, but have to open it first.

Again my analogy for customers (guests) are like a lawn....most of it is green & beautiful, but a single weed (the grumpy, mad, mean guest) stands out.

Survival

I survived the week before Christmas. I worked Guest Services almost everyday. 12/23 I cashiered....8 hours checking out items non-stop...barely got my breaks.

Now today for the returns, the shift is 11-7. There will probably be lots of unhappy people, unless they have receipts or proof of purchase. Lowest price paid, and only up to $70 in 12 months. The bad apples have made it sad for the honest people. Even the news last night informed the need for receipts, and possible restocking fees if opened. We don't have those, we just don't take back opened stuff someone decides they don't like. (someone wanted to return a starbucks 4pak drink after they opened one & didn't like the taste, the answer to that was no)

So many people brought back gift wrap & paper products....I guess they never have a use for it. Then regifters....we've had many people try to bring back gifts received (saved forever by someone) the items doesn't exist is system & no receipt = no $$$...oh yeah must be within 90 days of purchase. Oh yeah, lots of people come in after their child birthday party to return everything they can, I guess gifts must be exactly what you want! Sizing issues would be different, but thats not usually the case. They want the money. Maybe they should just have an admission price for the party instead of gifts. I even had people returning white elephant gifts, don't they know that the best of them should be regifted.

Now off to the Frontlines, I'll be the re-enforcement for those who were there at opening.

The Kids are Out

Yesterday Barbara from Asset Protection (security) was going through the box of empty containers. she said you can tell the kids are out of school, empty ball boxes, carding card wrappers, condom pkg empty and so on. She said, " wonder what they are up to?" It brought back memories of MediCal.....about 6 weeks after any holiday we would have the girls showing up for pregnancy services.

I had an older man try to return an item with his Pep Boys card and receipt. We took care of it when I asked for his VISA. Kudos to him anyway. Most men won't return items. I have lots of ladies bringing back items their men bought and don't want to return....and I'm not talking just about gifts (lights, hardware & so on) I have one of them at home too.

Another adventure coming today, can't wait to see what it is!

What Hit Target?

Larry & I went shopping at Target yesterday...if you don't have your shopping done yet, the pickings are slim. I see a lot more returns coming. This week and next I'm scheduled for guest services...always interesting.

One of the stranger things is There will be no one in line for returns or other services, so I start doing other work activities (sorting) then I look up 30 seconds later and 6 people are waiting in line. Then none again...it would be nice if it was just steady. Of course that is when the manager walks by, and acts like you have been doing nothing to create that line.

At times it looks like some people shop to shop. They buy a bagful, then a few days later return most of it only to buy more and then return it again. Advice keep your receipts, pay by credit or debit and return the item to the store you bought it from...makes the returns easy & fast.

We are open until midnight now....I can say strange people shop that late. They may be normal during earlier hours but when it gets late, they act different. When the store closes, the closers get to straighten things up. It only took 2 hours, meaning I got off at 2am. The "dayside" has to "zone" meaning put things neat, and putting items where they belong.( take the dog food out of the candy area, toss the raw roast left in cosmetics) we don't get to left until it's done. Night side restocks the store. No more closings for me through 2011, YAHOO!

Is It Black Friday or Dec 26th?

I started work at 3pm yesterday. When I drove up, it looked like it did for Black Friday, the lot was full, only no big line outside the door. all the check stands were open and busy with guests. My first job was pick up hangers and put them in recycle. I was soon ushered to Guest Services. It looked like Dec 26th. Hundreds of things to be return to the shelves to sell. All items left at check stands, ( guest changed mind) or left somewhere in the store is given to guest services to sort for appropriate department, not to mention the returns. I worked several registers and 2 ran out of money due to returns. Most "guests" are friendly & prepared, but some are grouchie. I even had a return grouch from thursday complaining about the same Thomas the Tank toy he was unhappy about.

I do see lots of people buying for Angel Trees, soldier boxes & other worthy causes. There are more good than bad...just the bad stands out in the memory.

More in store for the next 2 weeks....

Rediculous

Last night a "guest" got upset that her food stamp card would not pay for her $14.95 a lb. Starbuck's Christmas blend coffee....a good one for us tax payers. but a little later another guest bought 10 12 packs of Dr. Pepper using here food stamp card. Real nutrition we get to pay for.

Now comments about cell phones. I know we all have them now, including me. But I don't walk around with it in my hand, place it on the counter while I pay for my stuff. I think some people might quit breathing if not physically attached to it. Not to mention how rude it is to try and conduct business with someone while they are talking away on the phone. I usually ignore them, process their order and tell them the total and wait for payment. Last though this guest beyond ignored me...had her head turned away, and when I told her the total, she flicked a $100 bill at me, still without saying a word. I've seen fight between families when one of them could not take their eyes off the phone. sometimes multi tasking goes too far. They are the ones who get mad when their items are wrung up incorrectly. As a cashier, I usually don't pay attention to the prices, just listen for the beep that they were scanned. Try to listen for the accidental double beep and correct it. Unfortunately I quote Hillery Clinton, with a slight twist, it takes a village to ring up an order. Them & me, so we can both be happy in the end.

Returns......the Target I work at had a full grocery store in addition to the other items they sell. We also make returns on food items. The policy is that food and some other items are destroyed when returned. Safety for the "guest" and reputation of Target quality. After Halloween, if a guest bought too much candy...bring it back...we credit & trash. Thanksgiving, buy a turkey, then someone else sells it for a better price, return it, we destroy & trash it. Buy too much beer for the party.....same thing....that one really hurt some people. 1 guest left her lemons in the hot car...(very moldy & blue) said she didn't notice they were soft when she bought them 4 days before....she got her $.60 back...it would cost me more to drive to the store than the return, oh yeah the laxative she decided she nolonger needed for .99, returned it too. Crazy. Just keep your receipts and return within 90 days.