Just got a email today that basically stated "Either you cut your employee hours now or the Home Office will do it for you in November." We always joke the "Hassle-free Experience" is because there's no one left to actually help you. :(
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I stuck to the students 'responsibility' this term. If they ordered an online book, that was expensive, in AUGUST & it sat in the store since AUGUST& student was notified 3 times their book was here, then student shows up in OCTOBER and wants a refund. Don't cry how you are a poor college student, you knew your expensive book was here, it is your responsibility to pick it up.
Lesson in responsibility to be learned. Store policy on refunds posted everywhere.
"Breaking their own policies" - You are in the wrong occupation. Retail is retail, and one thing that always rings true is that you need to walk a tightrope in order to take care of your customers. Policies are written to discourage the majority, but when you break a policy in order to take care of a customer's specific situation, you gain customer loyalty. I've been in retail nearly 50 years and have worked with several retailers, and this practice has always been true. If it bothers you so much to take care of customers, find a career where you don't have to deal with other people, as they are always customers.
How can moral improve when beatings continue? Knit picking at miniscule items but breaking their own policies bowing down to crybaby students who are irresponsible. Stores are told by upper management to break policy to please students. Why the heck did they make the policies of THEY direct to ignore the same ?
That line always cracks me up!!
The beatings will continue until morale improves.