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Background: The GM at my store has told me several times that I do not need to ask permission for each and every little thing that may be outside of policy when it comes to coupons and returns. This mainly concerns routine exceptions, such as not worrying about the 14 day return policy for stuff we still carry, or taking one more coupon when it's already a large order. This only applies when he's the MOD though, since although he IS the GM, the other managers are more strict and I don't want to cross them.
Anyway, earlier this week, a woman came in and recycled ten HP ink and toner catridges, for which I gave her ten $3 coupons. I told her that the redemption limit was three per customer per day (that is, although you can RECEIVE up to ten coupons in a day, you can only USE three per day).
A short while later she came back to my register with a $600 cartload of stuff, including $400 worth of ink and toner. She asked if she could use all ten coupons now.
I thought about it. I knew that the GM was the MOD, and considering that she was buying a crapload of ink and toner, I made the judgment call and told her that I'd let her use all ten IF the computer allowed me to. If any of them were declined (which I fully expected) then I'd stop at that point.
Most importantly, I told her that I'd do this JUST THIS ONCE. I had already told her previously about the three per day redemption limit, and showed her that this is stated in writing on the coupons. If she comes through my register again, I won't let her without the manager saying OK.
She agreed to this, and thanked me for making the exception. And to my surprise, the computer let me use all ten coupons. So she got $30 off a $600 order. Not bad. Certainly we've issued bigger coupons for smaller purchases, so I don't see this as a big deal.
Fast forward to yesterday.
A familiar looking woman came up to my register. I was pretty sure it was her.
She had $32 worth of stuff. This time it was a personal purchase rather than a company one. And somehow she had another 10 $3 ink coupons.
Woman: I can use all ten of these, right?
Me: Ah.....the redemption limit is three per day.
Woman (now SC): BUT THEY LET ME USE TEN THE OTHER DAY!!!!!!!!!!
Definitely her......
Me: Yes, I remember that. I let you use ten because you had $600 worth of stuff, of which $400 was ink and toner. AND I told you that I'd only do that once. I can't dscount $32 to $2, I'm sorry.
SC: *huff puff; rant rant; rave rave* FINE! *throws down three coupons; pay the difference*
Me: Have a nice day, ma'am.
SC: *huff puff* *leaves*
OK, arguably I should not have allowed her to use ten the other day, I know. Still, "ONE TIME ONLY" is obviously not part of an SCs vocabulary, though you'd think that she'd at least be smart enough to WAIT a while before trying this again. If she'd tried this a month from now I may well not have remembered. But only a couple days? Plus, $9 off a $32 purchase is a hell of a good discount. Idiot.......
Anyway, earlier this week, a woman came in and recycled ten HP ink and toner catridges, for which I gave her ten $3 coupons. I told her that the redemption limit was three per customer per day (that is, although you can RECEIVE up to ten coupons in a day, you can only USE three per day).
A short while later she came back to my register with a $600 cartload of stuff, including $400 worth of ink and toner. She asked if she could use all ten coupons now.
I thought about it. I knew that the GM was the MOD, and considering that she was buying a crapload of ink and toner, I made the judgment call and told her that I'd let her use all ten IF the computer allowed me to. If any of them were declined (which I fully expected) then I'd stop at that point.
Most importantly, I told her that I'd do this JUST THIS ONCE. I had already told her previously about the three per day redemption limit, and showed her that this is stated in writing on the coupons. If she comes through my register again, I won't let her without the manager saying OK.
She agreed to this, and thanked me for making the exception. And to my surprise, the computer let me use all ten coupons. So she got $30 off a $600 order. Not bad. Certainly we've issued bigger coupons for smaller purchases, so I don't see this as a big deal.
Fast forward to yesterday.
A familiar looking woman came up to my register. I was pretty sure it was her.
She had $32 worth of stuff. This time it was a personal purchase rather than a company one. And somehow she had another 10 $3 ink coupons.
Woman: I can use all ten of these, right?
Me: Ah.....the redemption limit is three per day.
Woman (now SC): BUT THEY LET ME USE TEN THE OTHER DAY!!!!!!!!!!
Definitely her......
Me: Yes, I remember that. I let you use ten because you had $600 worth of stuff, of which $400 was ink and toner. AND I told you that I'd only do that once. I can't dscount $32 to $2, I'm sorry.
SC: *huff puff; rant rant; rave rave* FINE! *throws down three coupons; pay the difference*
Me: Have a nice day, ma'am.
SC: *huff puff* *leaves*
OK, arguably I should not have allowed her to use ten the other day, I know. Still, "ONE TIME ONLY" is obviously not part of an SCs vocabulary, though you'd think that she'd at least be smart enough to WAIT a while before trying this again. If she'd tried this a month from now I may well not have remembered. But only a couple days? Plus, $9 off a $32 purchase is a hell of a good discount. Idiot.......
and I often will (so long as you're polite and civil) go the extra mile or two to help someone out. This usually means: I work on your issue on my break time and/or between calls, I call you back to follow up, I stick a post-it note to my monitor with your reference number to remind myself to check up on it, and I allow you to get away with what I can get away with allowing.
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