This morning I went to the shopping center of the Lilies Capalle (FI). After only one hour by 'opening, the hypermarket, it was already' a shambles. Mr. middle-aged 'before me, the quick cash, he wanted to buy a universal remote for TV. When the cashier handed the article 'appeared on the display 15 €. Mr. claimed that he had taken it in a basket that said 5.99 E. The cashier looking over his glasses, he uttered, "Yes, but here it says 15 euro, I do not know what to do. Mr. reiterated that there was an error because 'it was written in the basket and 5.99 and was full of remote controls of the same type. The cashier (annoyed): - not 'my fault. Mr. has left the remote control and angry, he left.
Now, how many times have we heard say "it is not 'my fault'? And let us be honest, how many times he answered "not 'my fault'?
But we talk about the case today, 'cause with examples, and' more and more 'easy to understand. It was obvious that the cashier was not directly guilty of what happened. I do not think that Mr. she thought she was doing promotional baskets, to replenish the shelves to clean them, make orders, cut the ham etc.. But it is not 'true that he had written on his vest as the hypermarket? The part of the organization to put in the position of "indirectly responsible" and therefore in a position to resolve the man uncomfortable. So much more 'that Mr. had bought only one! What does it mean '? It means that the poor fellow was really needed in part because he defied the rain, the crowded parking lot, the queue at the cash for it. And do not tell me that the remote could be a Christmas present for the nipote! Sono sicuro che se la cassiera avesse detto:”- mi scusi, sicuramente con tutta la confusione del natale e’ stato commesso un errore, ma non si preoccupi, chiamo subito una persona del reparto che risolvera’ tutto. Scusi ancora per il disagio”, tutto si sarebbe concluso al meglio per entrambe le parti. Andando piu’ in profondita’, credo che la colpa non sia neanche tanto della cassiera quanto del responsabile del punto vendita. Sono infatti convinto che se quest’ultimo spiegasse alle cassiere, come ad ogni dipendente dell’ipermercato, che ogni vendita perduta nel lungo periodo nuocera’ anche a loro, forse i dipendenti ci penserebbero due volte prima di scontentare il sig. Telecomando. Perche’ I say that harm 'in the long run? When I worked as manager at the North Bennet hypermarket of Ferrara had, among other tasks, to prepare the timetable. When the supermarket was good I did not receive any pressure from above and work calmly, and when the hypermarket performing worse than last year, the inspector came from Como once a week and we did make the time the fourth d ' now, for filing costs. Not only that, he taught us the tactics to get worse quarters of an hour free to employees. According to you, the discomfort was for me or the cashier / & employees? And this happens in any organization. Think twice before you say :-Not 'my fault!
Filippo Mari
(photo Denisa Slavikova)
0 comments:
Post a Comment