First off, stop freaking covering up the barcodes with those stupid stickers. You're not helping.
Secondly. Stop giving away items that are supposed to be on sale with things like "Buy 4 get 1" or something, since then they don't even get the sale, and that's just a hassle to explain.
Third. Now every single time a customer goes "Oh that was supposed to be $1.00 not $15.00." A supervisor will just tell you to 'Make it right' and do what the customer says, even if you know they're obviously wrong. And the customers think they're so clever when they do it on purpose.
Most of the time it just feels like it should be called "Make the customer go away" since that's all it's ever used for. To just make people happy even if they are entirely wrong.
The "I can make it right" motto has been around at least since the early 2000's. At least in the Kroger sw. Not sure about everywhere else but down there it's been a staple for years an why they are generally the most successful division IMO.
First off, stop freaking covering up the barcodes with those stupid stickers. You're not helping.
Secondly. Stop giving away items that are supposed to be on sale with things like "Buy 4 get 1" or something, since then they don't even get the sale, and that's just a hassle to explain.
Third. Now every single time a customer goes "Oh that was supposed to be $1.00 not $15.00." A supervisor will just tell you to 'Make it right' and do what the customer says, even if you know they're obviously wrong. And the customers think they're so clever when they do it on purpose.
Most of the time it just feels like it should be called "Make the customer go away" since that's all it's ever used for. To just make people happy even if they are entirely wrong.
In the cases where the price is skewed that much ($14 off), usually I just make a call to the relevant department and ask them to check the price of something. I don't tell them how much it is or how much the customer says it's supposed to be. If they insist that it should be that price, I'll explain to them that another customer must have just put it there. I've had to do that before. More often than not, the customer just says "Oh well I don't it then." and that's that. Sure, we didn't make that extra dollar, but we also didn't take a $14 hit on an item.
Part of the supervisors saying "Oh just make it right" thing is they simply don't want to deal with it and stop what they're doing. In that case, if they tell you that, just do it. It's not money out of your pocket, and the worse that'll happen is you can say you tried, and let the supervisor deal with any backlash or questions about why they let such an expensive item go for that cheap.
I have been finding expired products that got returned to our store. The FES accepts them and then the courtesy clerks return them to the shelves. I'll be working an aisle I always work and see a box design that I haven't seen in a few years. I'll check the date and sure enough, it expired 3 years ago.
I could see customers getting the products from a food bank and then returning them for fresh product.
The customer is always right but there has to be some reasonable limits.
I had a college student come in one night. He just wanted soup. I heard him say, "I am 20 cents short". I got the union newsletter and no one has given me any Make it Right stickers so I pulled a $1 out of my pocket and told him take it and don't worry about it. He found me 5 minutes later and gave me 70 cents back. That is a customer worth giving a break to. A dollar was not going to set me back. And he didn't want the change.
The "I can make it right" motto has been around at least since the early 2000's. At least in the Kroger sw. Not sure about everywhere else but down there it's been a staple for years an why they are generally the most successful division IMO.
No.
"I can make it right" =/= the current Make it Right campaign.
"I can make it right" involves actually getting to the bottom of the customer's problems back then. Now it's "Give it to them so they'll shut up and return later to take even more advantage of the store!"
I was working in the deli one day frying chicken and the area deli coordinator was there. A man asked for some baked chicken, and we told him it would be out in just a minute, I had to package it and put a price tag on it. Well the coordinator says put a MAKE IT RIGHT STICKER on it and give it to him for free since it wasn't available when he wanted it. He would've had to wait 30 seconds max, but we had to give it to him. Then the next week management bitches about all the shrink in the store.
I was working in the deli one day frying chicken and the area deli coordinator was there. A man asked for some baked chicken, and we told him it would be out in just a minute, I had to package it and put a price tag on it. Well the coordinator says put a MAKE IT RIGHT STICKER on it and give it to him for free since it wasn't available when he wanted it. He would've had to wait 30 seconds max, but we had to give it to him. Then the next week management bitches about all the shrink in the store.
that's because there is a sign that says that. if you dont have chicken out and if they have to wait any time they get it for free. or atleast we have a sign for that.
I was working in the deli one day frying chicken and the area deli coordinator was there. A man asked for some baked chicken, and we told him it would be out in just a minute, I had to package it and put a price tag on it. Well the coordinator says put a MAKE IT RIGHT STICKER on it and give it to him for free since it wasn't available when he wanted it. He would've had to wait 30 seconds max, but we had to give it to him. Then the next week management bitches about all the shrink in the store.
that's because there is a sign that says that. if you dont have chicken out and if they have to wait any time they get it for free. or atleast we have a sign for that.
Same here. Something about having Fried Chicken ready within certain times or its free.
I was working in the deli one day frying chicken and the area deli coordinator was there. A man asked for some baked chicken, and we told him it would be out in just a minute, I had to package it and put a price tag on it. Well the coordinator says put a MAKE IT RIGHT STICKER on it and give it to him for free since it wasn't available when he wanted it. He would've had to wait 30 seconds max, but we had to give it to him. Then the next week management bitches about all the shrink in the store.
that's because there is a sign that says that. if you dont have chicken out and if they have to wait any time they get it for free. or atleast we have a sign for that.
But don't those signs also say it's only free if it's not out at specific times, like between 4:00 PM and 7:00 PM? I've had people ask for chicken at 6 o'clock in the morning. We certainly don't have chicken then. Should they get it free because we didn't have any out when the customer asked for it?
Ha, I actually know a store manager that tried to take credit for this idea. She kept saying that it was her idea and that Kroger finally agreed with her and decided to implement the Make it Right plan. Then, when employees repeated what she said, because HELLOOOOOO, she backed down and said that she did have this idea but Kroger came up with it on their own.
Where I am we can adjust prices within $5 under Make It Right. If someone is just short on money they want us to adjust the price so they can afford it rather than cash it out. I had a manager new to the division having us do price checks when she should've just made the call and moved on. This streamlining of nonsensical things potentially helps Quevision and helps Kroger reduce staffing.
I have been finding expired products that got returned to our store. The FES accepts them and then the courtesy clerks return them to the shelves. I'll be working an aisle I always work and see a box design that I haven't seen in a few years. I'll check the date and sure enough, it expired 3 years ago.
I could see customers getting the products from a food bank and then returning them for fresh product.
The customer is always right but there has to be some reasonable limits.
I had a college student come in one night. He just wanted soup. I heard him say, "I am 20 cents short". I got the union newsletter and no one has given me any Make it Right stickers so I pulled a $1 out of my pocket and told him take it and don't worry about it. He found me 5 minutes later and gave me 70 cents back. That is a customer worth giving a break to. A dollar was not going to set me back. And he didn't want the change.
let me guess, the expired product was a food item. If so that CAN and WILL cause problems if someone eats said product. if I was a customer and saw that, the whole world would know. And if someone tells me to shush, knowing that I am right, I tend to get EVEN LOUDER.
Make it Right NEEDS to be monitored better. It's an ok program, but in needs to be monitored. Or it may shut a store down.
I give the dip sh!tz whatever they want. Kroger lets them do whatever they want so I don't give a sh!t. If you tell me it costs a nickel, consider it done. I don't say nothing to nobody; i don't care if you bring your propane tank in the store, steal 10 carts of groceries, run over carts with your trucks, leave a roast in the magazine aisle, slap the sh!t outta your bratty kids, take the new kid carts outside, don't scan stuff at self-checkout, damage products on purpose, etc, etc, etc. I don't give a sh!t what people do.
It ain't my store It ain't my way of doing things It ain't my money It ain't my customers
Ya'll can do whatever the he!! ya want when I'm around
-- Edited by Kenny Powers on Wednesday 1st of July 2015 09:32:42 PM
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"Resistance is futile...you will be assimilated" - The Krog
