am I the only person on Escapist that dislikes this article series? It's not just one particular reason either.
For one, I don't understand the point of the series. Is it to ridicule GameStop's practices? Because they are very standard in retail nor are they abnormal or difficult in any manner. Or maybe the point of this was to say "retail suxxors", which is repetitive because it's not like we haven't heard a million other people complaining about their adventures in retail. Did the author intend to show just how terrible it was to work at GameStop? It's not actually. It's one of the easiest retail jobs out there. Anyone who can't make it there shouldn't bother with retail at all.
Two, let's discuss the "soccer mom". One thing you need, at least a little bit of, when working in retail is 'empathy'. Look it up. Yes, the 'soccer mom' dismissed your first offer of purchasing it used. So when she returned to the store, you're first reaction is, naturally, to reply with policy and deny her. Here's a couple things you could have done instead to remedy the situation:
a) You could have asked the Manager on Duty (MoD) to listen to the customer's complaint and make a decision whether or not to bend the rules 'this one time'. (note: there is always, I repeat, *always* a manager working at GameStop. It is strictly against policy for there not to be one during store hours.)
b) You could have apologized and explained "I can go ahead and take it back for you this one time but I'm not supposed to. Next time just get used if you're not sure." Then immediately inform your Store Manager or any other active manager of your transaction.
c) When the 'soccer mom' denied the used game, you could have persisted:
"Are you sure? If they don't like it, I can't take it back once they play it."
"Yes, I am sure. I never buy used, always new."
"The great thing about the Used-Game-Program is that if your kids decide they love the game, you can still buy new. All you have to do is bring the used game back into the store and we'll switch it out for a brand new copy. You only pay the difference in cost. If they don't like it then, as I said before, I can just get you a refund. It's like free rental, *cue laughter*"
Notice that? In this hypothetical conversation, you explained to her why she might be making an incorrect decision while addressing her immediate concerns.
Here's what you did instead:
"Do you want used, instead? You can't bring back a new copy."
"No thanks, I always buy new."
"Okay, your loss."
*hour later*
"My children hated this game!"
"Hey, I told you that you couldn't bring it back. You're SOL woman."
Your district manager didn't punish you for following policy. It's 'how' you handled the situation and 'how' you chose to follow that policy. ie with a general lack of respect for the customer, regardless of fault. (for example: "scolding her". Your District Manager isn't wrong, you technically did scold this woman and probably embarrassed her. Would you want to be treated that way if you were in a Walmart or Target?)
You might feel 'justified' but never in retail is it okay to treat your customers as if they are inferior. The customer is the one giving you money. That money funds the operation that writes you a check every two weeks. I'm very surprised that whoever the MoD was that day did not intervene for you. If I were your boss that day, I would have sent you home for talking down to a customer.
I've had quite a few customers similar to this situation. Every time, I simply explained to them what was wrong with the request they offered me and despite solving it for them this time, cautioned them for next time in a respectful and cheerful manner.
Third... well I don't remember what my other talking points were. If your attitude has been this aggressive from day one, I'm not surprised you were fired. You don't belong in retail. You probably do belong in the post office, shut in and away from society so we don't have to hear you whispering to yourself how we are all big idiots or something.
Can't wait for part 4 to see how you get axed. My bet's on that you threw a fit.