For example:
A member asks for something, you say NO. Then your buddy comes and says YES to them. It creates friction.
What do you think?
11 replies (most recent on top)
I don’t say no to the member. I immediately call the team lead so they can make the call. That way YOU don’t look like a fool.
Thing is I really try not to do that. I am not perfect and I am sure I have over ruled associates at times really not meaning to because I hate it when a manager does it to me. So .y rule is to explain that my associate is right but I am gon a take care of it this time but the next time whatever it is will have to be done the right way. The reason i take care of it is because first, they are gonna scream manager and they will come and say take care of them member and then make me and my associate look stupid. Second, because it's not worth them getting so loud ruining everyone's day and then calling home office and ect..eat... just get them the heck out of there. That just me though.
Former associate again, having your back also depends on who you are. For some they will defend no matter how wrong they are while others can go to ____.
Former associate here,
I understand leads and managers being able to override your information and decision in the name of member service.
Few thoughts on this:
- Manager needs to explain to the member that associate is correct and is following policy but as a manager you are able to make the exception
- Don’t soar in with your superhero cape making the associate look like an @$$ when half the time you don’t know your @$$ from a ho-e in the ground
- DO have your associates back when they are getting screamed at by a member. Don’t just stand to the side or behind them allowing them to be yelled at in front of the club without saying a word.
PS this is all based on personal experiences.
There can only be one hero and alot of bad guys.
At the end of the day I still get my paycheck and that is what is important.
1qtm+1hW8jzfX
No one said to routinely break policy. That's how I know you are not a lead or manager.
There are policies and there are processes. Your policy as an Associate is to follow the process, which is why you can be coached for not doing so. Managers and leads on the other hand can circumvent normal process if it will save a home office complaint or going the extra mile to give the member great service. Hence the phrase "legendary member service".
Here's a secret, those type of gift card/reimbursement decisions are ONLY made at a club level. Not a Market Manager, regional vp, or CEO. It is literally a lead or manager's job to make decisions that you, as an entry level Associate, cannot make. If you aren't content with it, by all means go for a promotion and bear the weight of responsibility that comes with it
@1orj+1hW8jzfX obviously you are a manager or teamlead .. and no it is NOT ok for managers to routinely break company policy but grill you if you do the exact same thing...
Sadly at our club team leads managers do not back us up. All because they do not want a negative review reported.
As a missile I just tell my associates call for myself. After that I gift card the member to compliance and the world continues to revolve and rotate it way around the universe.
A few leads hate that I give out gift cards nothing below $20 and I am cleared up to $500 if need be.
Here's what you have to understand about retail. Company's have a budget for everything, including shrink. This means that there are allocated funds available for unforeseen circumstances such as "Legendary Member Service" aka gift cards, replacement merchandise, reimbursement for damaged property, etc.
It is not for you as an Associate to make decisions that directly contradict company policy, but it is for Leads and managers who have leadership discretion to make on the spot decisions that do not conflict with integrity.
At the end of the day, Sam's Club money is not your money, nor is Sam's Club merchandise your merchandise. Don't take it personally when your decision gets overriden. Your initial decision is framed by policy. A lead or manager's decision is entrusted by the position they have been given. Neither are wrong. It is simply the nature of the business to keep you from getting comfortable going against company policy as an Associate.
He-l yeah, made me very angry on Monday.
CPU has a policy, at least at my club.
Members if picking up inside was going to shop. I told her to come back when done shopping she got mad and team lead gave member their stuff. Then told me legendary member service.
I said so I can break rules now.
Like not ask for ID legendary member service right.
So we pick and choose what rules to break and say legendary member service?