Module 2 Lab: Empathy & Perspective Taking
"A Twice or Thrice Told Tale"
I chose to interview my sister for this assignment who is a restaurant manager. Often times she is in charge of planning events at the restaurant: showers, rehearsal dinners or holiday events. In this case, my sister was planning for the restaurant's New Year's Eve party that was a 1950's theme. She ended up having to return some of the items because they were out of the budget. Here's her story about trying to return the items and dealing with a store manager.
I went to a store to buy vases and other centerpiece items for a New Years Eve party at work. I ended up buying $300 worth of decorations and paid with a personal check, even though it was for work, because I was stopping before my shift started. I got to work and found out I exceeded the party budget. The next day I went to a different store and got what I needed for cheaper and immediately went to return the items from the original store. I went to the same cashier as the previous day and told him I was sorry but I had to return all of the stuff because it was out of my budget. He began to scan all 20 vases and 20 boxes of beads and called over a manager to speed up the process. When the manager arrived to the register, she already seemed irritated. She was rudely questioning me as to why I was returning everything and seemed like she didn't believe me when I explained the situation. She finished scanning the items, yanked my receipt off the counter and looked at the bottom of my receipt where it said "paid with personal check". She bluntly said, "You can't return all the stuff. You have to wait 10 days." Despite my frustration, I nodded and said, "Okay, I'll wait". Then she felt the need to elaborate, shouting at me, as if I had put up a fight, "It's a company policy! You just have to wait!" as she tossed the receipt back in my face and stormed off.
I had just gotten into work and was immediately flooded with manager calls and problems to solve. Stock put in the wrong places, items not arriving, and the returns counter needing another cashier because someone called in and didn't get their shift covered. I arrived to see a long line and an employee moving without any urgency, a problem we've discussed before. Not only was he moving slowly but the amount of returns this 20-something lady had to return was ridiculous. Yet another restock I know I'll have to handle because of the lack of responsibility in this place. What is she doing with 20 vases and all these beads, anyways? Finally, I was done scanning the last items and thankfully she had her receipt. "Paid with personal check", right at the bottom. Of course! "Unfortunately, we can't refund your money for 10 days because you paid with a personal check." The customer was visibly annoyed and exhaled in agreement "Okay, I'll wait." It was obvious she didn't understand the way we operate as a store, so I felt it was necessary to inform the customer of our company policy so that she returns to us to shop again but understands our policies. We always want to satisfy our customers.