[Lioshika]

Recently my customer team leader (CTL), Autumn has been getting on our backs about really pushing our items of the months (IOM). A lot of us have talked about it and we feel this is ridiculous. The pens are usually about $2, which isn't a horrible amount but we are being verbally reprimanded each weekly quota report is done.

When I was hired, my manager, Bob, said to treat the customers as you wish to be treated. Generally I don't like a lot of questions. Asking for a rewards card, fine. But when I say no, I mean no and end of conversation.

On Wednesday, Autumn was really attacking me about the IOMs. She said "You dare let an office supply associate beat you? He has 13 IOMs sold!" (We have been highly short staffed, 3 cashiers for 7 days a week, 13 hours for 5 days, 12 for one, 8 for another). I told her that I really didn't care about it because it wasn't in my job description. She told me that it was in my job description. I reminded her I didn't sign a paper that said it. She then proceeded to tell me that I have to upsell the pens, that if I don't ask everyone I obviously can't sell them. I told her it doesn't matter how you ask, because I copied exactly how my other coworker does it and still don't make the sales. I also know for a fact that coworkers don't tell the truth on those papers. Some have admitted to me that they have been lying on them.

Should I be telling my manager, Bob, about this? Not to mention the fact that I am suddenly working all closing shifts, that Alicia and Paul are so self-entitled that they can literally just walk away and or close down their register when I have a line of people and not help out because they are buddy-buddy with Autumn? Suggestions? Comments? Help?

[Echo-chan713]

I have the same problem too. When you think about it each store has it's own daily goals of getting the IOMs and it's sales. So she is very competitive person pushing everyone to the limit in order to reach that goal on the other hand your manager Bob is more a relax type and sees it as the consumers view. Autumn sees it as the company's view.

My store does that too but we have more to put out our goals from sales to VIPs/PPPs (warranties on the items given) and Loans

[Lioshika]

We have PRPs (Product Replacement Plans), ESP (electronic protection plan), Furniture plans, and shredder plans. I'm suppose to sell at least one a day. Problem is most people don't like them, I even let them know it is 100% coverage. But it doesn't get them.

It's a big issue because Melina and I are the ones she seems to yell at most about not selling enough IOMs.

[Echo-chan713]

Originally Posted by Lioshika

We have PRPs (Product Replacement Plans), ESP (electronic protection plan), Furniture plans, and shredder plans. I'm suppose to sell at least one a day. Problem is most people don't like them, I even let them know it is 100% coverage. But it doesn't get them.

It's a big issue because Melina and I are the ones she seems to yell at most about not selling enough IOMs.

I think it's the idea through the customers that it would cost for the warranty (DUH) and they can take care of the item that they don't need the warranty.

I have an ipad and Wal-mart has this 2 year warranty for $70-$75. But I just got my paycheck I wish I could of afford it but I couldn't afford the warranty on top of the $500 ipad.

Our PPP covers the item for 6 months can be returned for store credit or an exchange (and also used as an upgrade). And people don't want it because it adds the cost to the already to them an expensive item (in a Pawn shop), Our PPP costs 10% of the products cost.

[Serra Britt]

I think it's a little excessive. When I worked at Best Buy it was the same thing, even though cashier was specifically a NON-sales position.

Autumn coming down extra on you isn't very fair either, knowing what I know it sure seems like she's picking on you specifically.

[Lioshika]

Echo; Our protection plans aren't too terrible but most people feel that the items won't break. Most times if an item is to break, it will within the first 30 days, or within the 1 year (and they based on the limited warranty provided by the merchandise company). Our prices on our protection plans are based on the price of the item. Also if you go for the three year plan the price doubles for the extra year.

Serra; I'm listed as a non-sales associate. She reamed my ass out yesterday. I had my weekly evaluation (along with my goals and such). I did over 15,000 transactions. I was about 400 shy of 16,000. I had sold 30 protection plans, and a rewards penetration of 58%. Alicia had over 16,000 sales, was there more than me (and does a lot less than I do) and she had 62% so Autumn says it is obviously not impossible. Paul sold 86 protection plans and she expects me to be up there. She also told me how she feels even though I am the veteran there, I am not good enough to be in the lead and she doesn't like having to have me train Maria because of my lack of sales. (TO which I may be speaking to Bob about as a sign of a sort of aggression and verbal abuse?). She then told me I also am to not walk away from the register when a customer is still fussy over their purse. And also that I cannot go on autopilot. I told her it was because of my low blood sugar. She said if that happens to grab a manager so I can get coverage and get a 5 minute break to eat something. Which Tim doesn't do diddly squat so I'd be asking for hours and never get. And she said again how I never ask for rewards, how I never ask about protection plans, and how I don't ask for IOMs. The ONLY one I don't ask about is the IOMs because that really is pushy.


Is this all something I should finally just write down and talk to Bob about?

I do know that Jon said he would take his sweet time going up to help Maria ring out. I told him to get his ass up there and help her. He said "it's not my job, Bob has gotten several complaints about office supply helping out up there." I told him then next time Alicia goes to help them we won't let her. He replied with "She doesn't do a thing when she is in office supplies." I am absolutely disgusted by this all.

Oh and on teh 22nd, we have a "mandatory store meeting" from 7-9pm. . . Should be interesting. Should I bring up my issues or do this in private (if I do it) to Bob since he is my manager? (Autumn is a ********************************** and I will not speak to her).

[Echo-chan713]

My customers have that same notion that it can't break in their hands as well as it being cheap, but since it's a used items (hence a pawn shop) anything can happen then they bitch at us saying that it was broken before they bought it

[Lioshika]

I had a customer call up yesterday saying they paid $200 for a two year protection plan on their HP laptop. She bought it sometime in 2009 (I think early 2009) and wanted me to tell her if the plan was still good. -__- I'm not an easy tech, I don't know.

Oh, and now they suddenly put out the work schedule for next week and I already made plans and have my ticket to go to the male review. So I'm gonna have to tell them I can't work it plan and simple. I'm sorry but if you don't post the schedule out two weeks in advance like the company policy says, the I don't think I should be held to it either. I waited to make these plans but the ticket was already bought for me. So yeah.

I wrote a letter to give Bob then I couldn't I think I need to rethink it. I don't know. I may just blurt it out one of these days.

[Gallowsraven]

The problem with a situation like this is that there are two sides to every story and a fine line to tread either way. Although it does sound like she's simply being aggressive, there could be a reason, maybe she doesn't realise how she's coming off to you? So if you bring this up it might be worth pointing out that you don't understand what you're doing wrong, especially as it's not in your job description to do what she's saying. as far as you know it's not your job to do this. Another thing to watch for is biting back, as if she's really as aggressive as i think she might be (from what you've said) she might try it.

Personally, i'd do this in private, a letter or something so that you have written proof of what you've said and nothing can be twisted. Be as clear and concise as possible. It would also be realy helpful if you had proof but i'm guessing that wouldn't be possible.

[Dorian Pavus]

If it was me I'd be like "Bob, if this doesn't stop right now I'm out the door". I'm in a good place right now and can afford it, but I don't know what your situation is so it would be up to you if you should chance it or not.

[Lioshika]

I cant' afford to lose my job.

To which, my team leader Autumn, has denied me hours for this whole week because SHE messed up on the schedule. She put me to work during the times I wrote in a letter to her indicating I had class. I even filled out an availability sheet and handed BOTH to her. She "lost" the availability sheet. First she told me I never did one. And when I kept pushing that I knew I did giving her various details I remember, she then said that I must of handed it to Bob. I finally told her I know I handed it to her with my letter within the same hour I told her I had my schedule with me, and that I did it right at the register. FInally she said "Well I must of handed it to Bob and he lost it." If she handed it to him, it means SHE had received one. So when she called me to tell me she corrected it she said "I corrected and covered you on the schedule, and we have no hours for you this week." I can't afford a week without pay, nor can she have 4 cashiers try to cover ALL week. So I KNOW she is trying to screw me over.

[Echo-chan713]

Originally Posted by Lioshika

I cant' afford to lose my job.

To which, my team leader Autumn, has denied me hours for this whole week because SHE messed up on the schedule. She put me to work during the times I wrote in a letter to her indicating I had class. I even filled out an availability sheet and handed BOTH to her. She "lost" the availability sheet. First she told me I never did one. And when I kept pushing that I knew I did giving her various details I remember, she then said that I must of handed it to Bob. I finally told her I know I handed it to her with my letter within the same hour I told her I had my schedule with me, and that I did it right at the register. FInally she said "Well I must of handed it to Bob and he lost it." If she handed it to him, it means SHE had received one. So when she called me to tell me she corrected it she said "I corrected and covered you on the schedule, and we have no hours for you this week." I can't afford a week without pay, nor can she have 4 cashiers try to cover ALL week. So I KNOW she is trying to screw me over.

I, can't either. But the ones that drive me the most bonkers is that people call us to know what date is their interests payment is due and they have the reciept that shows them when is their first months payment due and how much does the interests cost

[Tiva]

Talk to Bob tonight. Call him if needed if she messed up it should''t be put on you.

[Lioshika]

Echo; I love when people call and say "Well I need a tech person" The first option is for Easy Tech.

Tiva; Bob isn't on duty again until Wednesday. It's funny because I walked in today and they had associates of other departments on register. Gee, I could of relieved them but she wouldn't give me hours this week. So I'm doing homework instead.



I also went on today and found there was another purchase made on my rewards card on Front St. I was in a neighboring city, the same city that the Staples I work at is located; I made a purchase that day AT THE ONE I WORK AT. -___- I took it to the managers today. It was a purchase of the red swedish fish. I wouldn't pay 6+ for them. I don't like them that much to even buy them. So yeah, they'll add it to the further ongoing investigation but still.

[Tiva]

Lovely.... that woman may just be a b--ch and maybe if you state to Bob what she is doing others will come forward with how she is mistreating them.

[Lioshika]

Unfortunately I don't have much physical evidence. He has received a lot of complaints from other associates of how she pushes them around and tells them what to do when she isn't their boss. So they know it's going on. The problem is they're ball-less and can't stand confrontation. I just have to suffer through until I get a new job or she leaves