Is my experience in retail hell a glimpse into the future?

<p>I’m a cashier at Walmart, and have been for the last six months. Overall, I enjoy the work and the atmosphere. The other cashiers and coworkers I work alongside are great and supportive. The only problems I have are the fact that I have bosses and people over me that are unsupportive, and it’s making me unhappy at work.</p>

<p>I’m a college student in my early twenties and I have managerial experience. I started working as a sophomore in high school, and I’ve held part-time work consistently since then. I took the cashiering job at Walmart because I wanted something simple, and to do work that I wouldn’t have to bring home with me, if you know what I’m saying. The shifts fit my schedule perfectly and while the work is dull, it’s fairly simple and keeps me busy.</p>

<p>I consider myself great at customer service, but I work at a Walmart that serves a high volume of customers, customers that are usually angry and have an agenda. Food stamps, WIC, price matching, and just, in general, customers with an attitude. it can often times be very frustrating.</p>

<p>A lot of times I am put on the 20 items and under register, since I have a high IPH. People constantly bring a hoard of items (waayyyy more than twenty) into the line. We’re not supposed to turn them away, and I find that stressful and annoying. The lines and trolleys aren’t built to pack that many groceries, it takes forever, holds up the line, and the whole process ends up being so counter-productive, it’s crazy. Other customers end up getting annoyed, and they take their frustrations out on me, instead of the customer who wasted everyone’s time. Really though, I can’t blame them… Most of them only have one or two items and they end up getting trapped behind someone with 400. It’s unfair all the way around.</p>

<p>It’s summer and I’m out of classes until fall, so I’ve been getting more hours. I worked 9 to 5:30 today and I nearly quit. I was at the twenty items and under lane, and this older woman came up with two baskets filled with groceries. I politely mentioned that she had over twenty items and she started in on me, saying that my manager said it was okay for her to be there. I started to ring up her groceries and then another CSM and my manager came over. </p>

<p>The lady I was checking out explained her situation to my manager, saying that another cashier had kicked her out of her line because she had too many items. The lady then proceeded to throw me under the bus and say that I had given her the same response. my manager turned and reprimanded me right there, scolding me and telling me, “We ALWAYS check out the customer, no matter what. You can’t just turn them away like that.” My manager then proceeded to kiss the woman’s behind, apologizing profusely and leaving me to check out this woman’s groceries. The process took twenty five minutes, due to lack of room, bags, price matching, and other issues. All the while, the customer gloated and bashed me for the remainder of her time with me.</p>

<p>I’m frustrated with the lack of support… I understand that Walmart is a huge corporation, and that their goal is to make money. I realize that this is the goal of most, if not all, businesses. I’m fully aware that the “customer is always right” mantra exists for that reason. But, am I naive to think that there is a line? Surely yielding to every customer cannot possibly be the way to go. It was absolutely embarrassing watching my manager and the CSM bow down and kiss this woman’s feet when she was being disrespectful, making a scene, and being unreasonable. </p>

<p>She also insulted and berated me. I failed to stand up for myself, something I regret… I guess I feared losing my job. And also, in the back of my head, I was thinking that even if I do quit, there will be so many willing to take my place. </p>

<p>The manager in me just wanted to scream today! In the store I previous worked in where I held rank, we would have never allowed a customer to act that way or talk to an employee that way. I personally would have asked them to leave the store, especially if I would have witnessed what I did today. It was insane.</p>

<p>I’m thinking about returning to my old manager’s job. I quit due to a work-place fling gone bad, but even that “drama” seems tolerable in comparison to this horrendous treatment. Jeez. But I’m just not sure, because that position would require a lot more responsibility, and flexibility on my part, something that I don’t have when classes are in session. The cashiering job was working out so well because it fit in with my schedule.</p>

<p>Also, I graduate from college next May. I’ve been working part-time jobs this whole time, so that I can save up money for a month long trip I want to take to Europe after graduation. I also planned on buying a used car, cash. I worry about quitting because if I am out of work for a few months, I may have to sacrifice one of those things. Jobs around here are pretty scarce, and I can’t predict when i will find another or if I will get hired.</p>

<p>I’ve only held three other jobs other than this one, two out of those three were management level. And they were at well known, popular retail chains. My experience is limited, but here is my question: am I naive, or do a lot of businesses run this way? Not just fast food and retail work, but jobs and corporations of all levels. Is the lack of support from upper management this horrible everywhere? Is it dependent on the place? Is it just the corporation I am working for, or am I just naive for wanting support from my boss?</p>

<p>Should I just suck it up and get used to this? Is it the norm? I’d like to know if my expectations for support are unrealistic.</p>

<p>My youngest worked in retail to earn money for her gap year, but belonged to a union.
[Walmart</a> employees kick off longest strike yet ? MSNBC](<a href=“Walmart employees kick off longest strike yet”>Walmart employees kick off longest strike yet)</p>

<p>A union can make a difference at some companies.
You have to be willing to fight for better working conditions.</p>

<p>You don’t have to put up with this. You’re about to graduate from college. You have better opportunities waiting for you.</p>

<p>That said, if you need the money, don’t quit until you have the next thing in the bag.</p>

<p>If it’s Walmart’s rule that the express lane is not just for people with fewer than the stated number of items, then don’t try to fight the rule. If someone comes with 10 overflowing baskets, just ring them up even if it takes your entire shift. If the next customer has 1 item and starts complaining, just apologize with a smile and call the manager over so the customer can complain to them instead of you.</p>

<p>You could request to not be stationed at the express lane from now on if it really bothers you that much.</p>

<p>You said you’re great at customer service. The way to serve the customer as a cashier is to ring up their purchases, bag the items, receive payment, etc. I’m not sure why “Food stamps, WIC, price matching” are an issue for you. It’s part of what your job entails. Maybe you would be happier working in one of the departments rather than as a cashier.</p>

<p>I agree that it was wrong for your boss to call you out in front of a customer, but really if you’re supposed to take anyone who comes into your line, then just take anyone who comes into your line. Just say something like “Oh, I’m so sorry this is taking longer than usual to ring up your purchases today. These express lanes make it tricky to ring up a large purchase because the conveyor belts are so much shorter”. The “fairness” of the system shouldn’t be your concern.</p>

<p>I’ve always thought the customers buying the most stuff should get the express service. It seems silly having a quick checkout line for people just buying a six pack of beer, but a customer with $300 worth of food in two carts and 3 restless toddlers crying and fussing has to wait in the long regular checkout line.</p>

<p>Well, at least you’ve had a chance to vent here. Tomorrow is another day. Don’t let yesterday ruin it for you.
Yes, it is pretty much the same in every job. You’ll have frustrations like this. I doubt your manager will hold it against you, or meant to insult you in front of the customer. These types of things happen all the time. The manager knows that some customers are rude or have personality disorders and will complain about anything, even when they are trying to break the rules. Even crazy, cranky, mean customers are right. Because they have money. All in a day’s work. Just look forward to graduating! Peace to you.</p>

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<p>The only problem is that the express check outs aren’t built to accomodate that many groceries. It’s small with no moving conveying belt (at least, this is true at the store I work at) and only three bags on the trolley, whereas the big check outs have eight I believe? So checking out four hundred items is extremely difficult, especially when the customer does not move up their items and when they do move their basket around to collect their grocery bags as soon as I am done packing them. It gets to the point where I cannot pack anymore because there is no more room.</p>

<p>Yes, and while the person buying $300 worth of groceries may be buying more, it’s a pain for a person with just a six pack of beer has to wait behind this person, especially when they just have the one item. To me, it’s un-necessary. </p>

<p>So yes, it’s a bit terrible when a customer when only a few items tries to escape through “speedy” check out and encounters someone with a billion items. As a customer, I would be annoyed. But that’s just me.</p>

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<p>I actually just discovered the “express lane” rule not too long ago, hence my vent and my frustration. It states specifically at the top of the register “20 Items and Under”. In the past, i have had a few try to come in, but most of the time I’ve gently reminded them that they have more than twenty items. Normally that steers them in the right direction, but sometimes they get irate and go off in a huff. Then it became a regular thing, with management letting people get away with it.</p>

<p>In the past, I have checked out people with way more than 20 items in the express lane. However, it was understandable seeing as how in all of the situations it was an issue where the person was handicapped or we were understaffed on the bigger lines or it was early morning when no other lines were open. Only in those situations had I ever done that, and understandably so. This customer did not fit in any of those situations. She was just ****ed off she had to wait in line. Then today suddenly I am reprimanded for this… I understand that it’s a rule (one too big for me to fight) but why make express check outs for 20 items and under when really they are for anyone who comes up with x number of groceries?</p>

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<p>That’s not really a problem, I was just sort of explaining that a majority of the customers i deal with have attitudes and want everything for nothing. the work is fine; I just wish I had more support from my management, especially when a customer stands there and cusses me out. Places I’ve worked would have immediately turned them away. This was my issue.</p>

<p>If the supervisors at your Walmart are stinkers (and they may be), look around for other work opportunities. Depending on your schedule, you might be able to go back into management at a different retail establishment, or at least into a cashier position that is not so awful. Perhaps it is time to consider ditching retail entirely. What about a bank cashier job? Or something at your college/university itself?</p>

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<p>Thanks! Yeah, this was mostly just a vent… I was just frustrated with management not backing me up.</p>

<p>I’m going to sleep on it, but I do kind of have my mind made up. I did some serious thinking over the past few hours… I’m probably just going to put in my two weeks notice and go back to my old manager position. I’m better suited for it. The only thing i worry about is school, but I need the money if I’m going to be making all these things happen :)</p>

<p>I guess I’ll just have to somehow make it work. & if not I’ll have to go in the order of necessity. In this case, a car!</p>

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<p>I haven’t dabbled much in applying outside of retail. I’ve worked in retail type jobs since I was in high school, so I guess I felt boxed in? That’s all that is on my resume, besides a summer gig nannying and I had a stint housesitting (that wasn’t a job as much as a reference). I have a good, extensive work history (though I’m not SUPER experienced) but I guess my apprehensive stems from the fact that I haven’t done that much outside of retail, so I never actually bothered too much. I’m just not sure what other line of work I would be suited for.</p>

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<p>YOU:

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<p>Hmmm, I think you are the one with the attitude about this. It’s none of your business what form of payment your customer uses to pay for their purchase. You have absolutely no idea (nor should you) the reason they have food stamps and/or WIC. Price-matching Walmart’s policy. It’s not an “attitude” to want to pay the lowest price possible for an item. These people who use food stamps, WIC and price matching are not stealing from Walmart, they are buying from Walmart. Their purchases are what allow you and countless others to have jobs.</p>

<p>Oh no… I think you’re misunderstanding me.</p>

<p>It’s one thing to want to pay a “low price”. Trust me, i understand. I understand showing up with an ad from Randalls or Kroger and wanting a gallon of Oak Farms milk for $2.50 instead of $4.02. But it’s quite another to show up with no ad, and demand to have a premium sirloin steak for 99 cents when it is normally $22, then claim you’re price matching it at Target (especially when there is no such deal at Target). It’s also quite another issue when your food stamps don’t cover certain deli items, and the need is felt to hurl the fried chicken at me and scream at me.</p>

<p>To me, that IS stealing from Walmart. And that is “attitude”. They may be buying from Walmart, but they are also not following the rules of price matching. And believe it or not, there are rules. Walmart may price match, but they want every penny of the owed difference.</p>

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<p>Actually, it sort of is my business. Maybe not to judge what method of payment they use, but in order to check them out I do have to be aware of what sort of payment they are using, and whether or not I can give them their name brand milk or their deli items. So yes, I would consider it sort of my business :D</p>

<p>Sorry you are stressed, but as you said “the customer is always right”. The operative word being ALWAYS. Your manager has been trained to please the customer and if that means stepping on your toes…well that’s one of the “joys” of customer service. The manager is not there to find out who was right or who was wrong. He is not there to meet out justice. He was there to placate the customer and get them to leave marginally happy. Yes it stinks, but that’s what you do to keep customers coming back.
You need to find a way to sublimate your ego, realize that it’s not about you, or find a new line of work.</p>

<p>It could be my ego? While in manager training I was taught beyond “the customer is always right”. I was taught to protect associates underneath me and that in certain situations, the customer isn’t always right. and that in those times, it was up to me and my supervisors to step in and make right of the situation.</p>

<p>Most important rule: If you always yield to the customer, make sure that the customer always has the right attitude. If you accept bad behavior from a customer, then that is the attitude they will come back with when they visit the store again.</p>

<p>I suppose i’m in the minority here, and that’s fine. It’s entirely possible I have been sheltered in my previous positions… It’s hard coming from a place where you had a small amount of power and then suddenly you don’t. But at least i figured out that being an associate cashier is not for me.</p>

<p>Regardless, I can’t wait to kiss my old supervisor when I see her!</p>

<p>This being said lightheartedly (hard to tell sometimes with only spoken word, so I want to make sure you know I’m saying this with a smile…)</p>

<p>You shouldn’t have more problem with 50 items in the “20 items or less” line than we should have with a 21 year old student posting in the “Parent Cafe” sections of the “Parents Forum”</p>

<p>I’m smiling very widely too… I do love to giggle…</p>

<p>Twenty one year olds can have children, you know. How do you know I’m not sitting here with a baby perched on my lap? I’d be a parent.</p>

<p>I don’t have a problem with fifty items, only when the amount is astronomical, say upwards of 200.</p>

<p>Sort of like how you wouldn’t mind a young adult posting here, but I’m guessing a four or seven year old might bother you :D</p>

<p>I once had a job where I had a lot of clashes with my immediate supervisor, regarding my expectations as to how things should be, as it were. I was unhappy a good bit of the time. When I was laid off in an economic downturn and got a new job, I decided my attitude would be “I’m getting paid. Smile and do whatever they ask. No expectations.” Overall, I was a lot happier in the second position. </p>

<p>You are not taking these jobs for the long term (career). They are just a stepping stone to get you someplace better. If you can adjust your attitude you will save yourself some unnecessary stress. So the next time some blowhard hits the express lane with 300 items, just smile and think to yourself “Paris, here I come!” :)</p>

<p>I wonder why you would ever want to work in retail at all.</p>

<p>Walmart does not care if the customer comes back with a bad attitude or not… AS LONG AS THEY COME BACK.</p>

<p>It’s not your job or the managers job to “train the customer”. Walmart wants them to come back and spend more money. It’s a business. It’s about money not your sense of justice. That is the essence of customer service. You are there to delight them not show them how right you are.</p>

<p>money…that’s all</p>

<p>and BTW: remember that living well is the best revenge</p>

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<p>It’s not about “justice” or “how right” I am… it really isn’t. I just want to be backed up if I am abused at work. I think that’s what everyone wants :)</p>

<p>I chose this job to be underwhelmed, not stressed out. Obviously, it was a bad call on my part. Once again, it’s hard to go from being a manager to a smaller role. But the best i can do is move on… I have actually really enjoyed retail and customer service. I wouldn’t have lasted this long if I hadn’t. But in this current environment, I’m not enjoying it. and Walmart policy differs a lot more than what I am used to.</p>

<p>The best I can do is fix it and move on. I gave a good six months and now I’m ready to go back. my expectations may be ridiculous (who knows at this point), but if I go back to my old position at least I’ll have the leeway to make certain calls and lead appropriately.</p>

<p>If I run into any of you, I hope our exchange is pleasant and you leave a happy customer :)</p>