The general thinking is that many cashiers are just not “in the know” about how coupons work and it’s “our job” to explain it to them. And if that doesn’t get anywhere, we’re supposed to call over a manager and get it resolved, right?
After mulling this topic over for some time now, I have a few additional thoughts to add. And after opening the topic up on my Facebook page, I have a few more.
1. Could it be, my friend, that YOU are wrong? Guess what. Mistakes happen! I’ve personally headed to checkout with the wrong product before or worse – an expired coupon! I would have never attempted such coupon redemption knowingly, but thankfully, vigilant cashiers have caught my mistakes before. The next time a cashier scrutinizes your coupon and searches for your bag to make sure you bought the right item, let him/her! If you are right and have handled yourself graciously, you are on your way to building a positive relationship with the store.
2. Remember, coupon fraud is a REAL thing. While I know none of you would commit coupon fraud, there are people out there up to no good. According to Fraud Fighter, there was a 400% increase of coupon fraud incidents in 2009 over 2008, and they estimate this cost manufacturers tens of millions of dollars. So here you come to the store with your coupons when fraud has been HOT on everyone’s mind…doesn’t it make sense they would look at the coupons and make sure they are legit?
3. It’s possible employees could be disciplined for improper coupon acceptance. An employee who does not perform his or her job correctly could be subject to counseling and even termination. Given today’s job market, folks can’t afford to lose their jobs. I think it’s fair and reasonable for cashiers to look at the coupons and verify items as needed.
4. Even if your cashier wrong, does he or she deserve disrespect? There are times when you KNOW your cashier is wrong. And it can be frustrating. I’ve been there! By all means, speak up for yourself, but remember a little respect and courtesy go a long way.
Now for all the caveats, right? Like many of you, I have had VERY poor interactions with cashiers in my day. I have asked for managers before, and called Customer Service. I’ve stopped transactions that I felt weren’t being processed correctly. Are cashiers sometimes not informed about coupon policies? Yes, absolutely. Are there cashiers that could benefit from a class or two in customer service? Not going to argue with you.
Many of you told me that it truly depends on the cashier’s attitude, too. You can tell if the cashier is trying to do their job or just give you a hard time in their attitude. Good point.
That being said, I think too often we blame the cashiers and stores without considering things from their point of view. Don’t you think they talk in the breakroom about rude and obnoxious couponers that they’d seen in their day? It goes both ways, folks.
My goal is to help you build positive relationships with the stores you frequent. Keep showing up with your coupons, your best smile, and let’s work to give couponers a good name everywhere.
What do you think – do you think couponers should give cashiers more credit? And if you ARE a cashier, I’d love to hear your response to my post.
 |
{ 13 comments… read them below or add one }
I agree completely. And I had the BEST cashier last week at Rite-Aid. I didn’t realize to get the best price I needed coupons from the circular as well as those from the paper and she not only told me to get them, she tore some of them out for me while I did some. And smiling all the time.
I also know that I am not right all of the time (despite thinking that I am) and while I don’t like being told that it’s my mistake, I don’t think that it’s ever right to take it out on them.
I completely agree! I think it’s so important to always be friendly and address any issues we may have in a nice and polite way. Even if I have had a rough transaction, I always say “Thank you so much! I really appreciate your help!” I say that to every employee that helps me. If you are polite even though you may not be happy with the person, it makes it easier when you come back to that store. I also avoid stores that I have issues with.
Good article, Angela! We have to own up to the fact that we may be unintentionally be in error.
Although I am a seasoned Walgreens shopper, I really messed up my transaction last week. I clipped my coupons in WA then headed to OR to buy my deals (no sales tax when I visit my parents!) I bought the Gillette body washes but used an Old Spice coupons without realizing it, and then bought the Herbal Essences and called the manager over because my RR didn’t print. Well, the Herbal Essences was not on RR in OR. My mistake! It was a huge ordeal to correct it all. The cashier & manager were WONDERFUL! I appreciate them working hard to make everything right. It is humbling to realize you’ve made a mistake, but it is a good lesson to remember.
Another thing I learned recently is that when the cashier informs you of the opportunity to take a survey at the bottom of the receipt, they get credit for the positive feedback you provide. If you have a wonderful experience with a cashier (and we couponers know how invaluable a great cashier can be), take the survey and let them have the bonus points. Having a good rating always helps in this tough job market.
I’ve encountered far more good cashiers than bad ones. At one of my “regular” stores, there’s one cashier who told me she likes when I end up in her line because she enjoys seeing how much I save.
Anyone who’s ever had a job — especially one where you are expected to be helpful and nice — knows that every once in a while you just have a bad day where you don’t feel well or there’s something extra stressful happening in your personal life. On those rare days it’s so easy to be impatient or to make a silly mistake. I try to remember that cashiers have those days, too.
http://stealsdeals.blogspot.com/2009/11/making-your-cashier-your-ally.html
Great post Angela! I just addressed this issue on my blog not too long ago on my blog with this above challenge for my readers
Totally agree! Last week I had a truly awesome experience with one of my local Walgreens cashiers. I asked her if they had any store comment cards so I could mention her great service. She blushed and said they did not but that her manager was in the back room if I wanted to talk to him. I did. She paged him and I praised her up and down for 2 minutes. It was a great feeling for all of us!
LOVE THIS! I think we really should do more praising for the cashiers that are quick to help us out! After all – don’t great cashiers/stores make you come back again and again?!
Rebecca, just wanted to thank you for talking to that manager and mentioning the great customer service! As a cashier (at walgreens), something like that can make our day! More than likely, you will always have great customer service from that store. From personal experience, I know we tend to remember and work harder for customers like you. I wish I saw more people like you in my store. Thank you!
Thanks for your article! I am new to couponing and I love it. I am also a customer service manager in charge of many cashiers. I can say from both sides it is great to have a little patience and understanding. Any time you have a wonderful experience take a comment card or do the survey on the bottom of the receipt. The praise is always well received, not just by the cashier but by managers and sometimes going all the way up to corporate.
Having been a cashier for 3-4 years, I really appreciated this post. If my coupons were off price wise, we got written up. If they were expired, we got in trouble. Customers would yell at us when they didn’t buy the right product or if their coupon didn’t come off instantly. I couldn’t control which coupons my machine accepted. Some customers were great, and were perfectly fine with a brief hold up, and others, well, I got tired of being berated by.
Now, being a couponer myself, I try to give the cashier every benefit of the doubt. I understand how challenging it is to do those jobs & how the extra pressure is not enjoyed.
I’m so very glad you stopped by and left this comment! You confirmed what I suspected: that cashiers can get in serious trouble for not checking those coupons well! If a cashier needs to call over a manager to ask a question about one of my coupons, I’d welcome that over him/her getting in trouble about it later.
Thanks for commenting.
I know where i work the register does most the work, it will inform the cashier if the guest is missing an item if it is a buy to get dollar off or somehting similar, it also tells if the coupon is expired, it even tells if there is no item for which the coupon has, however people still argue, i do not get it, but well it does really depend on my mood,
I know if someone starts talking to me and is nice with their conversation i will let bad coupons slide
i guess i am not supposed to do that, but the guest was nice so i will be nice back,
if somone comes up with an attitude, i definatly will return it, there is no question about it,i will look at every single coupon read it for five minets, look through all the items see if it is there, then ask the costumers to get the item, then show them how it is not the right item, and do this for ever one of their coupons
it can take a long time making the costumer behind the person upset and them the person behind will say something,
so i say if you want your coupons to go through be nice, and the cashier will return the favor or will be quick to explain how the coupon is not right,
Thank you for sharing your perspective, Joseph! I’d just caution you – there are folks out there that KNOW that they have bad coupons and will purposely try to be nice to have you put them through. While I appreciate your willingness to go the extra mile for us couponers, please don’t put your job at risk! The truly nice ones out there will completely understand if you have to decline coupons that are not legitimate.
Thanks for stopping by.