Friday, February 13, 2015

SHE DESERVED A TONGUE LASHING

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I had to put a Loblaws employee in check today. I don’t like doing that at all, it really does not sit well within my spirit, but sometimes it has got to be done.
Let me explain. So it’s early morning and I decide to go get my weekend shopping done. It’s Valentine’s weekend and I know how stores can get crowded, so to avoid all the rush I went at 10am.
I caught a few sales and found a few I wasn’t expecting. In the picture you will see three of the sale items I found on sale and decided to purchase. However, when I got to the register the hummus was ringing in at $4.99 and not $2.99 the sale price. 
Now this has happened to me before at Loblaws and they’re usually quite pleasant about it. They actually will give me the product for free if it’s an item that was mistakenly placed on sale. Furthermore, if I am buying more than one of that product, then one is free, but the others will be marked down to the mistaken sale price if I choose to still purchase more than one. Totally fair indeed.
Well today was a little different. When we noticed the sale price was not ringing through, the sales associate on cash called his manager. The manager said "Oh, these are supposed to be on sale March 10th! Okay, I’ll mark the prices down for you.”
I said “I should get one free. That’s how it’s usually done. Mind you, mislabeled sales has not happened to me often in the last three years of coming here, maybe four times, but each time the same respect is extended.”
So she said “Okay fine. Let me tell another manager the issue because I’m going on break.”
So she leaves to get another manager. In the meantime, the conditioner I found on sale, reg $10.99 was on sale for $3.99, however, again it was not ringing in with the sale price. I was not annoyed at all, because I was looking forward to getting one free and paying $3.99 for the other, and these bottles are the larger sized ones.
So the manager was taking long to come back and the sales clerk said “I’m sorry this is happening to you. I’m going to leave my register and go look for this item on the shelf with the sale ticket so I can speed this process up for you.”
I truly appreciated that. A few seconds after he leaves, the other manager comes over. Now keep in mind, most of the Loblaw employees know me. Some of them I even know by name, and they also know my name too. This particular manager sees me often, we say hi, but never got acquainted with names. She’s always very professional and I've never had an issue with her.
As soon as she gets to the cash she says “Where is this guy? He’s not supposed to leave his lane!”
I said, “Sorry about that. There was another item aside from the hummus that was not ringing in with its sale price. He went to go find the sales ticket for the item.”
I could see that excuse didn't suffice her, so I went to the shampoo section to find him.i didn't want him to get into trouble. When I found him, he appeared to be in a feverish panic searching for the item, heck how is he supposed to know where a women’s shampoo is?! He doesn't stock the shelves. So I calmly said, here’s the item, and here is the ticket over top of the item. He saw the mistake in the pricing and said “Okay good. Let’s go show the managers. You shouldn’t have to go through this. If it’s a sale it’s a sale. The customer is always right.”
I was impressed. I am not accustomed to bad customer service, but it's rare that someone goes above and beyond the way he did. Now just as we were walking down the isle another employee, I suspect it’s the one who marked the item wrong, said “oh that product is not on sale. It’s just mislabelled.”
And she took the sticker out of his hand. I took it right back from her, in a nice way and said “It is mislabelled. Thanks for confirming that. We're taking it to the manager.”
She gave me a look that was not so nice, but I smiled. I was very happy with my sale and was not about to let her disappointment get to me. I was about to score a deal!!!! So anyway, we get back to the register and the manager raised her voice to the employee who was helping me and said “Where were you?!!! You’re not to supposed to leave your lane! I had to take over your register. I was busy when I got called and now I have to do your work. I’m not a cash register assistant. I’m a manager!”
WOW!!! NO SHE DIDN’T!!!! I wasn't about to allow her to demean him in front of me like that. So I spoke up and said “Actually, ‘Manager’, can you please take me to the customer service desk, and ring my stuff through again to make sure that the other sale items rung in correctly with the sale price? I wasn't paying close attention until I saw the hummus mistake.”
She said “Sure.” What else was she going to say right?
Well when I got her there, I said to her in a very calm tone, but stern “I don’t appreciate the way you spoke to your co-worker in front of me-”
Then she cut me off and said “He is my subordinate and he needs to know-“
I cut her off in the most polite manner possible and said “Listen, I’m sure he needs to know that he shouldn't leave his lane, but just because he is your subordinate at work you don’t have to speak to him like he’s subhuman. He is still a human being, and a darn good employee! The service he provided me with was impeccable and he deserves to be commended for it not condemned. So I will be sure to put a good word in for him to the other managers whom I know personally here at Loblaws. You on the other hand, my stomach got sick just hearing the way you spoke to him in front of me. As a manager, you may very well have a legitimate grievance with him, but I'm a customer, who doesn't need to hear your bickering, so be mindful of your ranting when representing a major grocery chain such as this. Discretion is key to being a good manager.  
I’m going to give you some unsolicited advice; To hear you speak to a person like that, a co-worker too boot who you work closely with on a daily basis, does not make my shopping experience here wonderful. Speak to people with respect, and if you have something to say to an employee who has done something inappropriate, then take them aside on their break, or after their shift and address it then. That’s the reason I took you aside over here at the customer service counter, so I could address you with respect and not speak to you like this in front of your co-worker. It was crude the way you bullied him just because you had to take over his register for a two minutes as he was helping a loyal customer.”  
I feel she deserved a tongue lashing, and although I don't like doing it, sometimes it has to be done. She promptly apologized and as we were re-ringing my grocery order we found two more items that had rung in wrong. I have to admit, this many items mislabelled was surprising me! I was about to get some free stuff, I had to sit back and giggle and say “thank you God for my Valentine day gifts!”

In all honesty, my soul still feels a little heavy after that, and that's the reason I'm writing about it. It's not often that I have to speak to someone in such a way and when I do it takes a moment for me to shake it off. I don't like unnecessary negativity. Didn't someone say 'let's just all get along.' ? Well let's do that. 

If you are a manager, don't be a tyrant. If you are an employee who is experiencing a tyrannical manager, then just know there are people out there watching. Some may speak up like I did, however, others won't, but it doesn't mean they don't care, I'm sure their hearts are still going out to you, and I'm sure they're saying a silent prayer for you to get better treatment. Don't worry, change is inevitable. You will gain favour soon. 
  
Morrow of the story: TREAT PEOPLE THE WAY YOU WANT TO BE TREATED.


LOVE CERISE

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