Troubles with Checkers ?

[stlcouponwizard]

We have all ran across that checker that is a broom short of starring in the Wizard of Oz. The only thing she has on her mind is finding a way to reject every coupon she can. Well how do you handle this type of checker, Let me give you a couple of ideas all legal but affective, at least for me.

First of all it does no one concerned any good having you jumping up and down on the counter screaming, so refrain from causing a scene in this fashion. You will only embarrass your self and probably still will not get the deal your working on. Always have your coupons and items ready to scan when you reach the register, this is a big one because not only do you need to see what the enemy is doing at all times but this way the checker can not be mad at you for holding up the line. After all it is the checkers responsibility to quickly move the store guest through the line not yours. With these two basics done you then need to have a few responses ready for her reasons for not accepting your coupons.

One of the big reasons I get from this type of checker is “This won’t work.” I am often given this excuse even before the coupon is scanned. My first response is always “sure it will”, this normally is greeted with a look of disbelief from the checker because we all know that these store associates are put through several minutes of intense training on the stores coupon policy and coupons in general before they are allowed to run the register. So how can we the run of the mill uneducated couponers question the checkers knowledge so quickly? Well we do and should question the checker if we have any questions or problems in the way your transaction is handled. If the “Sure it will” response does not do the trick simply ask the checker why they think it will not. This is were the transaction starts to turn amusing normally. I have received “that will make it free” often and my response is “What a deal” or a variation of that “that will make it free and we don’t do that at Walgreens” I will invite the checker out to my car at this point to look over the piles of free things from Walgreens I have picked up already. It does not only happen at Wags, I have had the same troubles at Target also but it is handled in the same fashion. The checker has never took me up on the offer, it only seems to ,,,,,,,,,,,,,,,,bother the checker a tad. One of the other responses that work well is this case is “Just as I planned it” or “Darn, I thought I would get it a bit cheaper than that” I would only use that one if you know that this interaction is being moved to the manager level. I always say don’t piss off the checker until you know you ain’t going to win with her. As with any transaction in any store the checker has the right to refuse your coupons, if they do call for a manger quickly and do not let the checker cancel the transaction. Remember it is the checker job to keep the line moving. Often when the manager shows up and becomes aware that the checker has not scanned the coupon the manager will scan it to see what happens. If it does scan you can bet that the checker will look at both the manager and then you, Smile for her she will enjoy your cheerful disposition even after being held up in the line. That “will make it free “ line gets me in a little trouble now and then but I enjoy the interaction and learning what these type of checkers really think. I can discuss a coupon with a checker for quite a while as the whole time the line is getting longer and longer. Don’t get me wrong here I don’t try to hold up any line but if I am right and it will save me a dime the checker better have packed an overnite bag because I am a bit stubborn.

Other than quoting sections of the stores coupon policy there is not much more you can do at the checker level so don’t waste a bunch of time at the register once you are sure that the coupon will not be accepted. Now the manager as we all know has been trained on the use of coupons and also has the store’s coupon policy memorized. So you would think that this would be the easy part, oh but think again. If you run into a checker as described above you can expect that the manager will not be much more helpful. The checker learned ir some were right. At Walgeens I have had managers tell me that they can not give me the RR because of the OOP on the transaction in question. Well I’m sorry but them are fightin words with me, it is time to start pulling out the letters from the Walgreens Corporate offices. I have several, one of the many address the RR, it Simply states that if a RR is printed as part of a customers transaction the RR is the customers. I have had Catalina send be a RR because of just having trouble getting a RR from a manager. One big wepon with the manager is to offer to call the Walgreens Corporate office to quickly resolve the problem. The manager does not want to talk to the boss. If you get to the manager level normally your trouble will be resolved as long as you are correct in your argument. If not keep trying after all you are the customer.

One thing that I have learned at all of the stores is that we need to be confident, polite and straight forward with all of the stores associates when we have trouble with coupons. Never show that you are getting confused or am not sure of what a rule or policy is. Ask to see the policy (good luck) and if you remembered your copy show the checker and the manager the policy. I am always polite and cheery when working with Checkers and it helps, I don’t pull any punches either. State what you are after and stick with it. If you do not get the price you want cancel the transaction, that drives them totaly crazy. We are the customers and we are right even when we are wrong. Don’t get loud or abusive with any store associate because they then know your breaking point so they will push you to that point quickly to get it over with. Don’t spend a lot of time reading policy to them, if they refused to look at it they will not be listening when you read it. Offer it to them and then move on quickly. And lastly if you have a trouble at a store that reaches the manager level call customer service, if nothing else they may act as if they are concerned. Know your rules and stick to them. I have told a manger at Target “ Target makes the rules, the couponers need to live by them, the store does not have the right to change the rules for one person just because the manager thinks that that person should not be saving that much money.”

What happens when a transaction you have been doing all day comes up wrong? Simple tell the checker that’s not right, don’t pay extra to just get the transaction over. I have gone as far as telling the checker that they are not charging enough for an item because it screwed up the fillers and would increase the oop. When I do this you would not believe the looks I get from the people in line and the checker. I’m standing there doing two transaction holding a hand full of coupons and RRs and then tell the checker she is not charging enough. Refuse the transaction and have it rang correctly, you start flying by the seat of your pants at the check out adding fillers you will end up paying more. If you know you are right stick to it.

Always close your interaction with the checker with eye contact, a smile and a closing statement. The checkers that did a good job will like this and remember you for it. That checker that does not do so well will also remember you.

[Melissa]

As always, love reading your articles. This one is VERY helpful for new couponers and a great reminder to us all

Thanks So much for sharing this with us!

[stephanie_w03]

The ones who give me a hard time are told how stupid they are
Not the ones that don't understand...just the cocky ones. I make sure I reminde them of the position they hold and that the customer is always right. Those cashiers can kiss my butt.

---

And...one thing I do now when I have to call a corp office. I pull my cell out right then and there infront of the managers and call them. You should see all the :O I get. Not my fault they don't know their job.

[Melissa]

Its never a good idea to be rude in any way shape or form!

[stlcouponwizard]

Rude does not work well at all, you are always better to stay cool, present your case and if it does not convince the associate you are dealing with then move on up the ladder till you are happy. I am "as matter of fact" more than rude and if I am precived as rude I cearify my postion and continue. I take that stance because I have found that the checkers or manager either does not know the store policy or they don't care what it says and is just exercising his/her precived authority. I preformed Store evualations (mystery shopping) for several years and most stores have training for their associates and at the very least they are instructed to be friendly and helpful at all times. And they always should project a possitive atitude towards the customer. So should we unless pushed.

[nascarcutie07]

(10-26-2010 01:35 PM)stephanie_w03 Wrote:  The ones who give me a hard time are told how stupid they are
Not the ones that don't understand...just the cocky ones. I make sure I reminde them of the position they hold and that the customer is always right. Those cashiers can kiss my butt.

---

And...one thing I do now when I have to call a corp office. I pull my cell out right then and there infront of the managers and call them. You should see all the :O I get. Not my fault they don't know their job.

I had a manger tell me that I was only allowed to do 2 transactions in one visit ! I said so your telling a customer on a not so busy day they can not do more than 2 transactions in a day and he said yes ! I said so your turning down my money if I want to do more. He said those are the rules and they have the right to enforce them. I said are you kidding me could you be any ruder than you are right now and he said Im sorry you see it that way ! I was soooo mad you don't understand ! I smiled and walked away from him and called corporate and they connected me back the same day to the store and he was the manager on duty a lot of good that did !

[stephanie_w03]

I would have told them he was the manager and then they will connect you with the district manager who would not be happy
Or you say ....okay fine I won't shop here at all and shop at a competitor

[stlcouponwizard]

Nascarcutie, That part of a coupon policy is left up to the store manager. It will not always be fair or just but that is the way it is. You did what is best, Smile and move on. It never hurts to call the Corporate office even though they lack on "making the customer feel important" training. Enough complaints will leave a mark. I some times wonder if the constant complaints do a lot of good though, we know that these managers carry some influence or they would not hold the job they do. Still unless the customer in front of you was allowed two transactions and you were denied not much can be done.

[stephanie_w03]

Where I live, there as to be signs posted. If there is no sign that there is a limit, a limit cannot be used. Otherwise, how would you know if it was just some butthead or the truth? lol
I've been told wrong too many times to let it go. I do all I can to get my deal.

[stlcouponwizard]

Here in missouri there is no rule like that, a manager can make the rules on the fly and often do. I mentioned before that most of these stores have three shifts which means at least three transactions.