Quote:
Originally Posted by ruby2011
I work fast food. I was just taking over front counter from another cashier who was leaving. The drawer hadn’t been changed yet and there were a few customers waiting in line. While my manager was on her way with my drawer, I told the customers, “she’s bringing up my drawer at this moment. You could use the kiosk to order if you like.” They went to order at kiosk immediately
When the manager found out she got mad and sent me home. She said not to send them to kiosk and just take their order. I explained that I didn’t yet have my drawer but she still reiterated that I should never send them to kiosk. I told the GM about the incident and he said I’m not supposed to ever send them to kiosk. But I wasn’t rude or anything. What else could I have done?
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It sounds like this may be a store policy to not send customers to the kiosk. I would ask for clarification and say that the reasoning behind this policy would help you remember and understand. I suspect there may be a reason for this policy, but often managers fail to tell employees the logic even though this is often helpful to jr. employees being able to fulfill the policies of the store.
In theory, no, there is nothing wrong with asking a customer to use the kiosk if the cashier is unavailable. I mean, that's why the kiosk is there, right? But they may find that the kiosk, while possibly a mandate from corporate, creates problems with work flow and logistics, and, therefore, prefer that customers go to the counter. They probably should explain this to you (and I don't know that this is the reason but they should tell you the logic) so that you understand. I often find, as a manager, that if my employees understand the "why" they are more likely to comply with the policy and help me out.
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