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It's Only A Dime by Karen Fattorosi
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Location: Blogs Webster University Business Experts |
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| Posted by: Webster University |
5/8/2007 |
I went to a specialty bread store on Sunday. My company was to be treated to one of their delicious cinnamon raison breads with breakfast. The sign next to the bin was $3.65. The cashier charged me $3.75. Upon questioning I was informed that the price had changed. I made the usual pleas for consideration of the fact that the bread was clearly marked $3.65. “That’s not the right price” was the reply. “Then it seems that your price signs are not reliably accurate” was my retort. “It seems that they are not” was the response. A request for the store manager went nowhere when the cashier informed me that she was one of two on duty at the time. The “real” manager would be in later. The cashier volunteered to tell the manager about the situation and I requested that she take my name and number so he could call me. Not surprisingly I didn’t receive a call.
My last remark to the cashier was “I want my dime back.” She politely smiled and began ringing up the next sale. This exchange took, maybe, a minute and a half. Now truth be told, I will call the store manager today, Monday, and will likely be offered to have my dime returned. Of course it isn’t worth the trip back to the bread store. So I am now motivated by “the principle of the thing.” That is always murky ground. Because there is often little to be gained and indicates that however small the return, I just won’t give up. There are several “principles” that conspire against me on this one:
1. The cashier rings up items by pressing the picture on her register. The prices are programmed in and she doesn’t have the option to reprice the item–even when she agrees that the price is wrong.
2. The debate about the “real” price can be endless.
3. The cashier has no incentive to process the sale otherwise. My choice was to pay the higher price or not.
4. I’m certain there are others that I can’t think of yet.
Finally, the cashier was designated “trainer” on her name tag. I guess that she is responsible for instilling the same principles in the new workers as they join the team. No, I certainly won't give up on this one. After the manager is called today I think a letter to the corporate office is in the offing. After all I have a principle to uphold. That is the other side of "doing business." |
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Comments (6)
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Re: It's Only A Dime by Karen Fattorosi |
By Amanda Diamond-Reyes on
5/7/2007 |
I don't blame you for not giving up on this. I would have acted in the same way, exept for I probably would not have bought the bread. It's not about the dime; it is about the principle. If they did this to all their customers, look how much extra they could earn. The "trainer" sounded very rude. What happened to customers are always right or at least treat them with respect? If she doesn't want to be friendly, why is she working with people? Although, I find it hard to find friendly cashiers or customer service these days. I also thought stores were supposed to give whatever the sign was showing since it is their mistake. I am anxious to see if you called the store and what the manager said. I would go retrieve my dime the next time you are near the store. Good luck on your letter.
I am shocked that she wouldn't just give you the price. Was she really afraid she would lose her job over the dime? This has happened to me before at other stores. Most of them just give you the price that you stated was shown. Some send a person to check. If the sign says it and the computer doesn't, they will ring in the sale price.
They need to be more worried about keeping a customer than losing a dime. Next time, maybe they will make sure their signs are correct. |
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Re: It's Only A Dime by Karen Fattorosi |
By Amanda Diamond-Reyes on
5/7/2007 |
| except, not exept (sorry, I hate spelling things wrong) |
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Re: It's Only A Dime by Karen Fattorosi |
By Kristen Seaman on
5/7/2007 |
| i understand were your coming from in that principles are importent but to be truthful. I personaily would not have noticed the mistake and if i did i might have thought it's only a dime, bought the bread and let the cashier know the price was wrong on the display. then to inform her that she might want to change it before someome else notices and make a issue. everyone has diffrent principles in diffrent stiuations. i'm a believer that mistakes are made and not everyone can fix them some times we win and sometimes we lose. ten cents was lost but maybe something can be gained for you or the cashier. |
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Re: It's Only A Dime by Karen Fattorosi |
By Karen Fattorosi on
5/7/2007 |
| Update: I called the manager today. He said the note written by the cashier is hanging in the manager's office and he would credit the ten cents to my next purchase. He also commented that the prices changed about two months ago and they just haven't gotten around to changing the signs. I'll check on it when I return in a few weeks to collect my dime. |
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Re: It's Only A Dime by Karen Fattorosi |
By Beket Lott on
5/8/2007 |
I completely agree with the principle. The prices changed well over 2 months ago it should be someone's responsibility to have changed the prices well over 2 months ago...that's why there are "trainees". I side with Amanda and would have not purchased the bread. I also see Kristen's point of view. It is only a dime. However, when gas is now well over $3 a gallon in some places a dime is a dime and can be used for other purchases, such as gas or to pay a bill.
However, I have worked retail and many times been debated upon the issue of incorrectly priced merchandise. When the price of an item is automatically placed in the computer despite the placard, there is little to nothing you can do. The cashier may have been able to change the price, but how many times has she done it already? Will she get into trouble with her manager if she does? She made the best response she could in that situation (she even agreed with you that the object was mislabeled); she sent the issue to a higher power who could more appropriately handle the complaint.
The question becomes, what incentives should a cashier have? How often are those in retail faced with nasty, rude customers? For that matter what incentives for good customer service to large corporations have? So they loose one customer. In the quarterly report, will that make a difference? Most likely not. The bottom line of any business is to make money. Many corporations are conglomerates and will get your money one way or another. Yet, I've digressed. Principles are worth standing by, even if they are the smallest ones. I just wonder when does a matter of principle become a matter of pride? |
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Re: It's Only A Dime by Karen Fattorosi |
By Betty K on
5/19/2007 |
| I found this today. It sounds like "Much Ado About Nothing" to me. But on the other hand the GREAT William Shakespeare wrote a play for eternity about "Much Ado About Nothing". So you must be about to become unforgettable too. |
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