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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to call the manager and complain about this cashier?

136 replies

CanISawItOff · 30/07/2012 14:10

She has really pissed me off with her snarky manner and childish face pulling.

Checkout girl in the supermarket easily a clear 10+ years older than me (so around 40 odd) was throwing my shopping through at a rate of knots so i politely asked her to stop for a moment to let me catch up with the packing to which I got a short "yeah if I must, you'll get a subtotal on your receipt tho" I responded that's fine and the conversation carried on like this (which I could have risen to but was completely polite!)

"Yeah well my manager won't be we're timed at how long it takes us to process this lot"

Oh I didn't know that, is that why shopping can be sent through at a rapid rate of knots at times? (Big grin and a chuckle to imply that it's not her that it's aimed at)

"You what? I wasn't sending it through at a 'rapid rate of knots' (said in a very childish mimicing/mocking tone)" at which point she looked away and pulled a 'rolly eye' face at her colleague and a face my 7 year old would be proud of pulling behind my back when she's told off!

Cue me trying to explain my remark and giving up because she was getting snotty.

I go to pay, hand over my nectar card, and she drops it. "Pick it up. I can't get it from there i've done my back in" again said in a really snarky tone. The card was hardly out of reach, it would have taken a small stretch at best for her to get it but instead I had to walk round pick it up and hand it to her with her annoying smug grin like she'd got one over on me.

I know it's a really really minor thing in the grand scheme of life but I loathe bad customer service, I work dealing with clients and suppliers day in day out and realise you get some that are easier than others to deal with which is why I always try to be polite and say thank you for their help etc etc She really has got my back up and I think I hate that she's got under my skin this much more than anything. It's really not 'me' to complain about things like this.

AIBU to report her to her manager?

OP posts:

mandyhoyle1987 · 30/07/2012 14:29

YANBU - She shouldn't have had any tone with you. You didn't do anything wrong. The customer is always right ;-)

honeytea · 30/07/2012 14:29

I would report her for not asking you if you needed help packing. I think they are supposed to ask that.

You are the customer and you deserve to pack your shopping at whatever speed you wish.

Belmo · 30/07/2012 14:30

If you are really really honestly genuinely sure that you weren't being rude or condescending then yes you should complain. I worked in retail for a long time and while I hate bad customer service, there are a lot more shitty customers than staff.

usualsuspect · 30/07/2012 14:30

I know Tesco pull the cashiers up if their scan rates are low, I know this for a fact.

Am I lying too?

PrincessOfSnails · 30/07/2012 14:31

"I can't imagine anyone getting employee of the year awards because they got 100 items through the till in less than 5 minutes - it just doesn't add up."

Agreed, it makes absolultely no sense. What is the incentive for the checkout 'girls' to dawdle anyway? If they wanted to chat up some hot young 'boy' they could do that after the transaction is complete, or before it has commenced.

I'm genuinely perplexed.

JennerOSity · 30/07/2012 14:31

Usualsuspect I have worked in supermarkets on the check out and never heard of any scan rate being monitored, this was a while ago though - have you fresher info on that? Have you worked in this industry recently?

PrincessOfSnails · 30/07/2012 14:33

I think online shopping is the way forward here. Although I find that much more stressful than packing in store when they sling the boxes at my front door and I'm trying to empty them and they're piling more on top.

I sometimes wonder if I don't 'do' online shopping right

StuntGirl · 30/07/2012 14:34

The timing thing isn't a lie; they do have a scan rate they're supposed to scan at.

OP I'd probably report it, because I can't stand shitty customer service. At worst nothing happens but at least you feel like you did something about it, at best they have a word and she ends up treating customers better.

gordyslovesheep · 30/07/2012 14:34

all cashiers have a scan rate - it's a well know fact - you have targets for getting customers through the till quickly -

CuriousMama · 30/07/2012 14:35

Does the store have a disabled aisle for wheelchairs? Maybe that cashier may have more patience? You could mention to the cashier you're using it as you have mobility problems and have been too rushed at other checkouts?

As for the 'girl' not sure if I'd bother reporting her? I've had a similar experience and just think they must have a miserable existence to have such a manner.

Morrison's near us have delightful staff. Some are OTT with their friendliness. I thought one was going to ask me to add her to FB Another gave me a recipe for soup she makes for her grandad whilst the guy behind me looked totally bemused

usualsuspect · 30/07/2012 14:35

My DD works for Tesco , she got moaned at in her work review for not scanning fast enough.

Maybe she was lying too?

usualsuspect · 30/07/2012 14:37

If you don't hit the stores targets, you get right earache from the managers.

SomethingSuitablyWitty · 30/07/2012 14:39

There's a scan-rate alright, though I expect there is a bit of flexibility to devaite from it at the customer's request. It sounds like she was rather unpleasant and got on your nerves, but I don't really think there are sufficient objective grounds for a complaint really. I'd say consider the sympathy on this thread to be your catharsis and let it go.

lisaro · 30/07/2012 14:42

Yes, sorry OP I read it as you put the card down. Apologies.

ivykaty44 · 30/07/2012 14:42

LTSMO

ILikeMagicMike · 30/07/2012 14:48

The thing about retail is that they are always wanting contradictory targets/work from you. I used to work for a company that were very focused on customer service, however they also wanted you to reach a target of X store accounts per day. This of course led to everyone being quite "forceful" in asking customers if they would like to open accounts, which in my opinion is not good customer service. It's very stressful, when you have not met your target and you know your manager is going to go berserk.

Perhaps the lady at the checkout had just been told that she needs to speed up? Maybe that led to her "attitude?"

I still think you should complain, because perhaps management should be aware in that putting pressure on their staff, they are not giving good customer service.

maddening · 30/07/2012 14:51

I would complain - she was a bitch.

I would have asked for help packing first if she was going too fast and wouldn't pay till all my bags were packed and in the trolley (doing nothing for the scan rate )

I don't think it's professional to nag customers about a scan rate - it is sweet fa to do with them.

usualsuspect · 30/07/2012 14:54

Its got everything to do with keeping your job though.

Maybe she had already had some snotty arsey customers through her till?

Nightwish · 30/07/2012 14:56

Tesco definitely has scan rates, so I would be very suprised if the other stores don't.
And you do get in trouble if your speed isn't fast enough.

Silly really, you would have thought keeping customers happy would be just as important.

To be honest I would complain.
She was very rude, I would have been pissed off if someone spoke to me like that when it is their job, they are being paid to be friendly!

CleoSmackYa · 30/07/2012 14:56

When I worked in a supermarket there was a scan rate. You weren't allowed to drop below 30 items a minute or you'd be in trouble! Though this was 5 years ago, and it was Lidl.

frustratedpants · 30/07/2012 14:59

I'd complain. there was no need for her to be rude or pull childish faces.

maddening · 30/07/2012 15:01

yep usual - between the cashier and their employer - nothing to do with the customers.

oh - and minding your manners and not being a bitch so much as to leave your customer upset is also part of keeping your job!

JennerOSity · 30/07/2012 15:01

Usual I don't think you are lying. I am surprised to discover it is a hot issue though. I could imagine it being a statistic the management watch perhaps in order to adjust till staff levels accurately say, but assumed they didn't brow-beat the staff over it because at the tills I am often pleasantly surprised at the level of consideration I get. I often find the person pauses to give me chance to catch up, or chats nicely while they help me pack etc etc, I am always getting an impression of not being hastened along. I use various sm's too as not really loyal to any particular one. :)

maddening · 30/07/2012 15:04

and her job is to smile and nod at the snotty arsey customer - not be a snotty arse- unless the customer is abusive at which point you ask your manager to deal with it

Zealey · 30/07/2012 15:08

Rise above it. There's a reason she's paid £5 an hour. But maybe she's trying for a baby and can't get pregnant and saw you with your kids and felt jealous? Maybe she's had a terrible weekend, maybe her mum just died, etc... Cut her a break, rise above it. Find something important to get upset about.

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