A Little Schooling About Formal Complaints

Let me tell everyone a little something about filing formal complaints about a hotel. If you have issues with the features of your room that are unbearable. Tell the front desk. If you don’t like the “smell” of your room. Tell the front desk. If there is something “missing” from your room. TELL THE FRONT DESK!

Don’t file a formal complaint with our franchise for issues that you NEVER brought forth to the hotel staff upon check in. Did you know that we have to pay a COMPLAINT FINE every time you do that? It’s one thing if the staff was rude to you. But when you fill out your complaint and you can’t even give a negative or positive opinion about the staff? That means your entitled little self never even tried to see if the hotel staff would fix it for you.

No. You just went right to corporate over petty issues so that you could get a free room.

When you’re staying in a hotel, if you have an question, comment, issue, or complaint, let the hotel staff now as soon as you can after your check in so that they may try to fix it for you. Don’t be a prissy little asshole and not even say a word to use so that we can fix it ourselves. Hotels are individually owned. When you take a stab at them like that, you’re taking a stab at a “mom and pop” shop. You’re taking a stab at a locally owned business.

By All Means, Please Take Two

Ah, so as stated from my last post, the pool has been opened for the season at my hotel.  We had an exceptionally busy night at the hotel and in the pool the other night.  To me, it was too cold outside yet to be swapping my sweater for a two-piece, but what do I know?  I’m a Southern Girl in the Midwest Snow.  At one point I counted 15 people in both the pool and hot tub together.

Needless to say, the area was teeming with people.  We keep a healthy supply of towels in the pool room, so, with only 15 people at the max having been in there at once, I should have had plenty of towels.

Not so.  By the end of the night I had five towels left because people insisted on having pillows for their leisurely soak in the hot tub.  Ugh, of course.

You know, it wouldn’t be an annoyance to me if it had been busier in the pool.  But when we’ve got about 50 pool towels and suddely I only have 5?  That’s an issue to me.

So, here I am doing all this laundry because people are helping themselves to two pool towels.

Pool towels.  I’m complaining about pool towels.

It’s still rather slow at the hotel.  Stay tuned for more.

Seriously, though… just use one towel!  Or bring your own pool towel next time.  We don’t just pull clean towels out of our asses, you know!

Gifts Suck

Aside from the fact that I can be a huge hard-ass when it comes to people returning things, sometimes I do genuinely feel bad when there is no way I can return an item for a guest.  What sucks the most is when someone has baby clothes that they received as a gift and the gift-giver bought them on clearance and didn’t give them a gift receipt.  Baby clothes usually fly right off the rack once they are marked down, so therefore they will salvage more quickly in some cases when the stock runs out.  This in turn means that the item will no longer exist in our system.  Which also means that after that has happened and it’s gone from our store, the guest can’t even get store credit for the item.

Gift receipts really are your best friend.  I find myself talking guests into at least getting a gift receipt with their purchases quite often in the hope that they will give the receipt to the recipient.  I’m sure most of them don’t, but at least I helped, you know?

Not that it matters if the purchaser never made the move to give a gift receipt in the first place.

I actually felt bad a few weeks ago when I could not find the gift receipt I had printed for a few items I bought for someone.  I’d left the receipt with the items until they were sent out and suddenly it was gone.  I preach about the importance of gift receipts (mostly in my head when people come in without gift receipts) and the one I had was gone.

So, there’s one set of guests I feel bad for.  If you’re giving a gift, give a gift receipt.  So many kids end up with the exact same toys or same clothes, or you got the wrong size, or the kid grew more than you thought.  It’s not that the recipient wants to be rude to return it, sometimes they just don’t have a need for several of the same thing for themselves or the kid.

Like, really, you’re going to a wedding and you really think that Aunt Sue maybe didn’t buy them the exact same thing from their registry that you’re buying?  Those registries can take a whole day to update at some stores and even that, most people don’t even USE the gift registry for the item.

So, it sucks when there’s a monetary limit on how much you can return at a store without any kind of proof of purchase and the person you gave things to is stuck with the item.  Then they bitch at me and tell me how it’s all my store’s fault for having a shit return policy.

You know what?  How about it’s shitty that the person who gave you this stuff didn’t give you a gift receipt?  Oh, no, Uncle Tom can’t be blamed because he’s old and that’s not how they did things in his day, no no.  You didn’t get no dad gum gift receipts!  You took what you got and you liked it!

Maybe if people weren’t so shitty and liked to steal everything and defraud everything and everyone, we wouldn’t have to have such rules in place.  So now, because of that, our policies suck to you because someone couldn’t give you a gift receipt out of the kindness of their hearts.

So the next time you’re buying someone a gift and it’s a big event like a birthday, a wedding, a baby shower, something where a lot of people you may not even know existed could be buying them gifts, do that person a favor and give them a gift receipt.  It’s not that they don’t like what you got (not all of the time anyway), it’s that they don’t need 8 food processors.  Seriously.  Who does?

The Stare-Down

Sometimes I en up having a stare-down with some of my guests.  Either because they are mad that I cannot or will not help them or because they are so stupid I have to re-evaluate how I will respond to them.

You know these people.  They are friends, family, classmates, random people at the bar.  You want to knock them all out.  I know, I feel your pain, sistah!  However, you can’t hit them.  There’s this thing called the law and you’ll get sent to jail will all these dumb assault charges.  Like, who does that?

Anyway, my most recent starting contest resulted in my loss and the guest being even more of a dick to me.

I’d had a pretty slow day, nothing much happening on my end of the store other than me studying the molecular structure of the desk.  I helped a few people who were doing exchanges.  One couple exchanging a microwave because the one they had nearly exploded on them.  Nice couple, they were gone for quite a while shopping.  No biggie.  Then another couple came in to exchange an online purchase they had made.  The purchased games for the wrong console by mistake.  No problem, I told them to head over to our Electronics department to have the team member over there grab the correct ones for them and then to come back.

Well, in between this time, I got very busy.  It was about my break time, so someone had already come up to help me, but I had about nine guests in line.  As I finish helping one guest, I start to call the next one in line when the game couple steps right on up to me.  Uhm, no.  What are you doing?

I started at them for about two seconds and said “Uhm, okay.  I’m sorry, but normally guests will get back in line.”  The woman looks at me and says “Well, at the other store, they let us do this.”  I shot right back with “That’s definitely not how it works at this store, but okay.  I will go ahead and help you.”

I didn’t care that I was being rude.  I had a very, very long line and a second person had come up to assist me with the line.  The couple coming to exchange the microwave had come back and had gotten at the end of the line at the time.  They weren’t being rude.  They were livid.  I could see it in their eyes.

Normally, when I’m cashiering, if I have a guest who couldn’t complete their transaction because of a card error or they left their wallet in their car, I will suspend their transaction and continue with my line until they return.  Once they return, I will apologize to the next guest in line and finish the transaction with the suspended guest.  That’s not a big deal because it’s something that was still in progress.

When a guest is coming in to exchange something, it is dealt with in two different interactions.  I’m sorry, but that’s how it works.  The Guest Service desk is a First Come First Serve setting.  If you came in to exchange and I take the items you wish to return for others and you walk out to the sales floor, that is one interaction.  Once you come back, you get back in line and wait your turn again.  My line is not the DMV line, you will wait a max of two minutes if I happen to be dealing with a difficult transaction.  Otherwise, it will be shorter.

This couple was rude to me after that.  And maybe it’s because of how I was to them.  Everything was complicated.  They had gotten some special deal online for the games and I was trying to figure out how to apply those discounts to the games on a different console.  And let me tell you, if you don’t own multiple gaming consoles then prices vary from console to console between titles.  A title could be $15 cheaper fromXBox to PS3 or vice versa.  So, when there’s a price difference between consoles, I can’t make it even because the consoles have different set prices for the titles they offer.  The best I could do was add up all the discounts from their original online purchase and use it on this one.

It took me about ten minutes to finish with them because the woman kept asking me “Well, what’s this?” “Well, how will this work?”  And being generally nit-picky.

I was livid by the time I finished with them.  I went on my break and had to calm myself down.  The audacity of some people boggles my mind.  Yes, I had already assisted you and given you further instruction, but obviously, I was helping other guests and you needed to wait your turn again.  If you had expressed that maybe you were on a time crunch beforehand, I would have understood and helped you, but instead, you cut ahead of nine other people without a care in the world and you expected me to think nothing of it.

There’s a big difference between going the extra mile with a guest who shows me respect and having to help a guest who was rude to not only me and my other guests because they might make a big scene.  It’s all about saving face for my job.

Dictator Dan

We all have one or two bosses who are total dickwads, right?  They don’t even have to be male to qualify for that title.  Especially not in my store.

I have one manager that I cannot stand at all.  Every time I see her face, all I want to do is scream because I know that the store will end up being a total disaster.  It never seems to fail that when she’s there, everything falls to shit.

Out of all of the managers, she is the only one I’ve ever closed with who doesn’t help me at all at the service desk when I end up having a lot of things to sort through.  Everyone else will make some attempt, or have people from the sales floor help me when they bring their carts of shit to sort.  This woman takes her “I’m Above You” title too seriously.

She’s head of our AP department, too, which makes it worse.  She doesn’t trust any of us at all.  Not one single bit.  When she’s not the head manager, she sits at the cameras all day long watching the employees to see what they’re doing wrong.  She’s been known to call people who stop to talk to another employee too long over the walkie and ask them why they’re not working.

By the way, her idea of stopping for too long is about 30 seconds.

Even, though, you know, I watched her sit her ass down at the end of a register a few nights ago for about 15 minutes and just chit chat.

I know you’re our manager and shit, but if you want things to get done, maybe you should help your employees.  Not walk around like a Queen Fucking Bee telling us all what we’re doing wrong.  How about you put yourself to work.  You remember what work is, right?  I’ve seen so many other managers actually help because they’d like to leave at a decent time at night.  Folding sweaters, picking things up off the floor, sending help where it is needed.

Not one in the morning.  Two hours after the store is closed.

If shit is that bad, you kind of see it coming long before the store closes and there is ample opportunity to try to correct it.

Not to mention, it’s not my fault that people from the sales floor don’t get their abandons.  All I can do is call over the walkie and tell them they have some.  Don’t give me a dirty look or thread your words to me like it’s my fault.  I’m not their boss, therefore I can’t exactly make them do anything.

She also seems to think that the front end abandons and closing duties don’t matter.  Thanks.  Let’s just let all of this work pile up on us.  You know, it’s not like the cashier always have tons of time to clean up the check lanes and put away junk.  Some days we get lucky and we can pull a cashier to do those things.  I have my own shit to do at the service desk and I don’t have time to go around putting things away.  Especially when I get too far away and guests can’t find me.  Then we’ve got the issue of people getting pissed off because no one is standing at the service desk to help them.  Aren’t we supposed to put guests over our other tasks?

Maybe I’m just mad that two nights in a row I’ve closed with her as my manager and things ended up being really bad.  You know, I’m only one person and I can only do so much.  And when it’s a Monday night and we only have so many people scheduled to work, and most of them are at night, only so much can get done by them, too.

And let’s just go ahead and forget that this is the week leading up to Easter, so of course we need a thicker daytime and nightime staff to get things done.  Of course it will be busy.  And have you not met people?  They’re assholes.  They like to carry things around and then at the last moment decide they don’t want it anymore then place it wherever they feel like.  And they’re also a big fan of just dropping clothes on the floor and walking away.