In the year and some change that I've been a Front End Supervisor for a Costco warehouse I understand that wearing the red vest is the first indication you are the community kicking post: FOR EVERYONE.
Seriously, y'all. You get static from the members, drama from the team members that report to you, your co-supervisors providing positive and negative feedback, and of course, upper management crashing down on you for your most recent mistake(s). As I said, community kicking post - feel free to take a whack at it.
So a couple of days ago I experienced the highest praise from the right person, and the most serious shade from another right person in the span of 10-minutes.
I was assigned a special project by one of the Assistant Managers, which meant office time and work on the computer exclusively. Unfortunately, a "visitor" (aka high-ranking Costco Executive) stopped in unexpectedly. I was encouraged to step out of my comfort zone to speak to our next visitor about our Front End (FE) Success Stories.
And so this was the next visitor. I thought it was the Regional Manager, but as I strutted down the "racetrack", armed with a color prints out of the slide show I created, I realized that it was the Senior Vice President of the area. Fantastic, I mentally grumbled.
It was glorious, because it was a quiet moment with James (warehouse manager), Jen (assistant manager), and Mario (visitor). I charged in there with a smile and handshake, and a follow up question on the merchandise I sold him the last time I saw him because he came through my register. I interrupted their conversation briefly to present my story with visual aids. I kept it succinct, and humorous with confidence. I apologized for the interruption, and politely excused myself with another firm handshake.
I returned to the Front End. I started assisted for my teammate named, Ven. A few orders in on this busy day, we encountered what we could only call a #WoodinvilleWitch - this woman threw some serious shade that was directed to me!
TWICE!
The first time was not-so-subtle. I asked the standard box question, which she batted down. So far, so good. No shade, but wasn't really receptive to my sunny disposition either. She wouldn't answer my follow up questions about grinding coffee or my advisory about pet medicine as she was focused on Ven. I thought she was crushing on him or just busily ignoring me. She asked, what I thought, was a general question out loud about the procedure to use the restroom and buy another item after being through the line once before.
I stated with a smile, "No problem. Please hold your receipt, and I'll wheel your cart aside for safekeeping. Once you're done, please come back through to retrieve your cart."
My words fell on her deaf ears. She asked, "Ven? What do I do?" He then literally recites what I just said verbatim.
She walks off.
We exchange dumbfounded looks. I mouthed the words, "What was that?" He shook his head in disbelief. I shrugged my shoulders, as I did nothing wrong but deliver excellent customer service. We continued with our jobs.
Sure enough, like a bad penny always turning up, she's in our line again! She has the one item that she said she forgot: 6-pack of geraniums.
I asked for verification, "Just the one item?"
"Yes, I only have one item. Why wouldn't I?"
"I'm asking because you might've remember other forgotten items while getting this one. Care for a box for this?"
She huffed, "No. I didn't want a box the first time or this time for that matter."
"I remember, and I understand. But these geraniums have dirt on them and when I place them in your cart over here it might transfer that dirt to your other merchandise or in your car. Do you have your Costco Membership card still handy?"
She stares at me and locks eyes, "I'll hand it over to the cashier when it's time."
And this time, Ven's outstretched hand takes her membership card. He says nothing, does the transaction, and smiles. "Is there anything else I can do?"
She smiles at him, but glares at me.
Once she strutted off out of hearing range, we had a quick convo about it. I told him I'm glad she was hating on me instead of him, because I would take issue with that. I'm equipped with escalation management skills, patience, confidence, and of course, the pay range to deal with situations like this. Like I said, I got shade from the right person - just another Costco member, and praise from upper management as that's the dynamic you want. Not vice versa.
Regardless, I hope she doesn't #throwshade like that on her flowers as she plants them. I wonder if witches need geraniums to grow a personality or manners?
Keep digging, y'all.
'los; out
Seriously, y'all. You get static from the members, drama from the team members that report to you, your co-supervisors providing positive and negative feedback, and of course, upper management crashing down on you for your most recent mistake(s). As I said, community kicking post - feel free to take a whack at it.
So a couple of days ago I experienced the highest praise from the right person, and the most serious shade from another right person in the span of 10-minutes.
I was assigned a special project by one of the Assistant Managers, which meant office time and work on the computer exclusively. Unfortunately, a "visitor" (aka high-ranking Costco Executive) stopped in unexpectedly. I was encouraged to step out of my comfort zone to speak to our next visitor about our Front End (FE) Success Stories.
And so this was the next visitor. I thought it was the Regional Manager, but as I strutted down the "racetrack", armed with a color prints out of the slide show I created, I realized that it was the Senior Vice President of the area. Fantastic, I mentally grumbled.
It was glorious, because it was a quiet moment with James (warehouse manager), Jen (assistant manager), and Mario (visitor). I charged in there with a smile and handshake, and a follow up question on the merchandise I sold him the last time I saw him because he came through my register. I interrupted their conversation briefly to present my story with visual aids. I kept it succinct, and humorous with confidence. I apologized for the interruption, and politely excused myself with another firm handshake.
I returned to the Front End. I started assisted for my teammate named, Ven. A few orders in on this busy day, we encountered what we could only call a #WoodinvilleWitch - this woman threw some serious shade that was directed to me!
TWICE!
The first time was not-so-subtle. I asked the standard box question, which she batted down. So far, so good. No shade, but wasn't really receptive to my sunny disposition either. She wouldn't answer my follow up questions about grinding coffee or my advisory about pet medicine as she was focused on Ven. I thought she was crushing on him or just busily ignoring me. She asked, what I thought, was a general question out loud about the procedure to use the restroom and buy another item after being through the line once before.
I stated with a smile, "No problem. Please hold your receipt, and I'll wheel your cart aside for safekeeping. Once you're done, please come back through to retrieve your cart."
My words fell on her deaf ears. She asked, "Ven? What do I do?" He then literally recites what I just said verbatim.
She walks off.
We exchange dumbfounded looks. I mouthed the words, "What was that?" He shook his head in disbelief. I shrugged my shoulders, as I did nothing wrong but deliver excellent customer service. We continued with our jobs.
 |
| Officer, this is the woman that did it |
I asked for verification, "Just the one item?"
"Yes, I only have one item. Why wouldn't I?"
"I'm asking because you might've remember other forgotten items while getting this one. Care for a box for this?"
She huffed, "No. I didn't want a box the first time or this time for that matter."
"I remember, and I understand. But these geraniums have dirt on them and when I place them in your cart over here it might transfer that dirt to your other merchandise or in your car. Do you have your Costco Membership card still handy?"
She stares at me and locks eyes, "I'll hand it over to the cashier when it's time."
And this time, Ven's outstretched hand takes her membership card. He says nothing, does the transaction, and smiles. "Is there anything else I can do?"
She smiles at him, but glares at me.
Once she strutted off out of hearing range, we had a quick convo about it. I told him I'm glad she was hating on me instead of him, because I would take issue with that. I'm equipped with escalation management skills, patience, confidence, and of course, the pay range to deal with situations like this. Like I said, I got shade from the right person - just another Costco member, and praise from upper management as that's the dynamic you want. Not vice versa.
Regardless, I hope she doesn't #throwshade like that on her flowers as she plants them. I wonder if witches need geraniums to grow a personality or manners?
Keep digging, y'all.
'los; out
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