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This has been a major problem at my store for a while, and it's really pissing me off. We have no single, coherent policy on what coupons can be accepted in what quantity and in what combination.
The "official" policy is what's written in the fine print. As 99.9% of all the coupons we take are Staples coupons (very very very rarely we'll get manufacturer's coupons, usually for Duracell batteries), this is:
"minimum purchase of $x must be met with purchases to which no other coupon or instant savings applies. May not be combined with any other coupon."
The strictest possible interpretation of this is that only one coupon can be used in a transaction, period, and then only if there are no instant coupons being used.
Of course, from a practical standpoint, this is not what the actual policy is. For one thing, the home office has directed that customers shall be allowed to use up to three $3 Ink Recycling coupons per day, all in one transaction if they wish. This torpedoes all of the fine print I quoted above.
I actually don't have a problem with that. The problem is striking a balance between the "one per customer" extreme (which we can't do) and the other extreme of "take anything and everything, even if this let's them walk away with a new laptop for free." Compounding this is the fact that NONE of the managers are on the same page regarding what to accept. I have a GM, three ASMs, and a Specialist who is an acting ASM when there is no other regular manager around. They all have different opinions.
Steve, the general manger, usually plays it fast and loose with coupons. If there is any question or dispute about a coupon, he almost always accepts it with a smile. This even includes overriding coupons that are declined by the computer. The only thing he usually stands his ground on are expiration dates, and not using coupons for items that are free after rebate.
Dan, ASM, used to be fairly strict about limiting coupons so as to reign in people who want to use a $30, a $20, and a $10 coupon all at once, plus a Rewards Check and three ink coupons. Recently though he's been castrated (figuratively speaking, of course) by corporate, so he is tired of fighting (and losing). Now, he just says "try it" and if it works, he doesn't care.
Alice, ASM, is the strictest. She has gotten into some knock-down, drag-out fights with people over coupons, and wins more often than not. With her, it's ONE non-ink coupon per customer. Period. And she won't hesitate to chew us out for taking too many coupons.
The other ASM and the Acting ASM both are pretty indifferent about it. If we ask them for an override and it seems reasonable to them, they'll OK it.
So things are pretty much all over the map.
The problem this creates is that if there is more than one manager around (and there often is) then I have no idea what to tell a customer before calling a manager over, since I won't know who's going to respond to the page. If I call expecting Steve, and Alice comes up, then I may be in for it later.
What I desperately want is a single unified policy regarding what to accept and when. I don't really care what this is, as long as EVERYONE knows it, and ALL the managers are on board, so no matter who responds to a manager call, they'll back us up, and we won't have to play guessing games.
My personal idea would be this:
1) Always accept a Rewards Check. No matter what, as long is it hasn't expired.
2) Always accept up to 3 $3 Ink coupons, except when expired or for items that are free after rebate.
3) Accept any ONE other coupon, whether it's for $1 or $100. Just ONE.
This to me seems reasonable. It can allow for significant savings while at the same time not having anyone take us to the cleaners.
But of course, if it makes sense, it isn't allowed. Unfortunately, I do not see this ever happening, despite all the headaches not having a policy causes.
The "official" policy is what's written in the fine print. As 99.9% of all the coupons we take are Staples coupons (very very very rarely we'll get manufacturer's coupons, usually for Duracell batteries), this is:
"minimum purchase of $x must be met with purchases to which no other coupon or instant savings applies. May not be combined with any other coupon."
The strictest possible interpretation of this is that only one coupon can be used in a transaction, period, and then only if there are no instant coupons being used.
Of course, from a practical standpoint, this is not what the actual policy is. For one thing, the home office has directed that customers shall be allowed to use up to three $3 Ink Recycling coupons per day, all in one transaction if they wish. This torpedoes all of the fine print I quoted above.
I actually don't have a problem with that. The problem is striking a balance between the "one per customer" extreme (which we can't do) and the other extreme of "take anything and everything, even if this let's them walk away with a new laptop for free." Compounding this is the fact that NONE of the managers are on the same page regarding what to accept. I have a GM, three ASMs, and a Specialist who is an acting ASM when there is no other regular manager around. They all have different opinions.
Steve, the general manger, usually plays it fast and loose with coupons. If there is any question or dispute about a coupon, he almost always accepts it with a smile. This even includes overriding coupons that are declined by the computer. The only thing he usually stands his ground on are expiration dates, and not using coupons for items that are free after rebate.
Dan, ASM, used to be fairly strict about limiting coupons so as to reign in people who want to use a $30, a $20, and a $10 coupon all at once, plus a Rewards Check and three ink coupons. Recently though he's been castrated (figuratively speaking, of course) by corporate, so he is tired of fighting (and losing). Now, he just says "try it" and if it works, he doesn't care.
Alice, ASM, is the strictest. She has gotten into some knock-down, drag-out fights with people over coupons, and wins more often than not. With her, it's ONE non-ink coupon per customer. Period. And she won't hesitate to chew us out for taking too many coupons.
The other ASM and the Acting ASM both are pretty indifferent about it. If we ask them for an override and it seems reasonable to them, they'll OK it.
So things are pretty much all over the map.
The problem this creates is that if there is more than one manager around (and there often is) then I have no idea what to tell a customer before calling a manager over, since I won't know who's going to respond to the page. If I call expecting Steve, and Alice comes up, then I may be in for it later.
What I desperately want is a single unified policy regarding what to accept and when. I don't really care what this is, as long as EVERYONE knows it, and ALL the managers are on board, so no matter who responds to a manager call, they'll back us up, and we won't have to play guessing games.
My personal idea would be this:
1) Always accept a Rewards Check. No matter what, as long is it hasn't expired.
2) Always accept up to 3 $3 Ink coupons, except when expired or for items that are free after rebate.
3) Accept any ONE other coupon, whether it's for $1 or $100. Just ONE.
This to me seems reasonable. It can allow for significant savings while at the same time not having anyone take us to the cleaners.
But of course, if it makes sense, it isn't allowed. Unfortunately, I do not see this ever happening, despite all the headaches not having a policy causes.
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