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Watched a clerk at a Springfield store quietly fix a coupon mess for 20 minutes and it changed how I see apologies
Her register glitched on a $4 coupon and she just said 'give me a minute, this one's on me' instead of blaming the system. Made me wonder why big chains send out robot apology emails instead of letting their people just own the small stuff.
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lewis.troy22d ago
Big chains send robot emails because a clerk going off script costs money and opens them up to fights. That lady eating a $4 coupon out of her own pocket is sweet until a manager decides it sets a precedent and now every customer wants the same deal. Robots do not get tired, do not have bad days, and do not hand out free stuff just to be nice. You saw one good moment, but scale that up to ten thousand stores and it turns into real losses and arguments over who got special treatment. Small stuff adds up fast when you let everyone just own it.
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