20 thoughts on “December 5, 2016

  1. I know I always tell people that the website shows what is at the distribution center/ warehouse and can be up to 24 hours old and doesn’t show what the store has when someone mentions this. They usually understand.

    • Sort of on a similar note. I was trying to check out a library book, and the scanner told me to go to the counter. The librarian told me that it was on hold for somebody. Sigh. I’m at the library with the book in my hand, but someone online snagged it. Grrr.

      • That’s how the library system works. At our library there is one shelf with the books that have been placed on hold and are waiting for someone to pick them up. There is a tag with the person’s last name on them. You can’t just go to that shelf and grab a book that’s waiting for someone else. But any other shelf in the library that has no tag with a name on it, you can check out. If you wanted that book you could have told the librarian and he/she would have put it on hold for you. They then will call or email you when your book is in.

        • Stock inventory is a central part of our system, but occasionally due to one reason or another (especially if it is on display on the front) the last one is occasionally missing. For this reason, I’m happy to look up a sister store’s number to ask if it’s physically there.

  2. Hey buddy, I’ll make you a deal. Write, develop and deliver a working and reliable program that can keep track of all the company’s inventory in warehouses, stores, delivery trucks, etc via real-time telemetry, sales, shrinkage, etc, in seven days, and I will have the district manager Zucchini head personally reward you.

    • I get your point and this isn’t under Marla’s control, but it isn’t his problem, it’s Grumbel’s. If the system can’t handle real-time store inventory, it shouldn’t indicate that it can. Modern tech can almost always handle that reliably.

  3. I once had a customer cuss me out because the name of his street on his store generated junk mail (he had a “rewards” card) was misspelled. He wanted it fixed even though the junk mail was arriving at the proper address no problem. I made the mistake of telling him that I’d see what could be done. He shifted to criticizing whoever was responsible for being stupid and careless. I made the second mistake of telling him that the corporation outsourced data entry to places where people were not familiar with this area or its streets and he started yelling at me about how these people doing the data entry should ask. And he kept at it until a co-worker—tall and male—intervened and got him calmed down.
    Moral of the story? After that when customers complained about stuff like or made helpful suggestions, I would, with a smile, write it all down, tell the customer I was forwarding it to the office and they would fix it and then, when their back was turned and they were leaving, crumple up the piece of paper and throw it away.
    I never had a customer yell at me about stuff like that again.

    • Exactly. It’s when the website says the store does have it and you come in and find that they don’t that it’s really annoying. But yelling at some random worker or even the manager is a waste of time and only makes everyone feel lousy.

    • It’s possible he already bought it somewhere else for a higher price and just happened to be in the store for another reason.

      (Yes, I know he could just return the other one and buy in the store now, but that would be too easy…)

      • Easy? Hardly. He’d have to go to the other store (however far away it is) and make a return after buying it here. The difference would have to be enough to be worth the effort. And either way, it’s an annoyance.

  4. I actually rarely run into that problem anymore. What I pull up on my phone is usually within one or two units in store.
    Employees seem to like it when I show my phone to show them what I am looking for, saves a lot of time.

    • I love it when customers do that. I then am able to pull out my store’s device and do a search on it to get the exact location of the item — whether it be in the front and/or the stockroom.

    • While this is definitely great when the website is right, when it’s wrong and the customer flips out when we see it hasn’t updated yet is one of the worst rants we can endure.

    • I had recently someone ask me if we sold “that thing that puts moving lights on your house” I work front end and hardly ever see anything past the registers I am tied to. Even after telling them as politely as I could that that description was way to vague to even point them to where it might be if we had it they kept asking, after the third or forth “I have no idea/I do not know” they finally got the hint.

  5. The customer always assumes we have insider sway. It is the customer, who has more power – and is more likely to be able to ever get to talk to anyone ‘higher up.’ We are scum.

    • On the rare occasion someone seems interested in fixing something rather than just venting about it I will tell them exactly that. As long as our store is making money the higher ups ignore us, if that changes we become targets for blame. nowhere in this process is a magic suggestion box we can put things in to get them fixed.

    • If you think customers any influence with larger businesses in such things, you haven’t been in a position to need/want to try. I’ve raised such issues and the response is that “we’ll look into it”, with nothing changing. If it isn’t a politely-worded “tough, that’s just the way we do it”.

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