Manager Keeps Breaking Store Rules For Customers, It Backfires And He Tries To Pin It On Worker

One of the most frequently used terms in the field of corporate compliance is "policies and procedures." However, it also ends up being one of the most ambiguous expressions we use.

Because of this, even the most seasoned compliance experts require a reminder of the significance of workplace regulations and procedures. Policies and procedures are meant to make business activities more consistent and, as a result, less likely to result in an undesirable incident.

Policies set expectations for employee behavior, enabling the company to accomplish its goals more effectively. They can occasionally assist in achieving operational objectives.

Other rules and processes all help to meet compliance objectives. There are different tasks that can be completed in a variety of ways, but policies and procedures demonstrate to the employee how to complete them in their preferred manner.

The OP works in retail, and the story discusses how one goes about the job, detailing all the rules and things one can and cannot do. Then a customer gets upset, calls a manager, and the manager comes over and breaks those same rules.

The OP has witnessed this happen repeatedly, so they kept track of everything the manager allowed to happen. It reached the point where the manager had a meeting and was reprimanded by the corporation.

He tried to implicate the OP as the one responsible, but the OP refused to take the fall for it.

OP writes

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"This meal doesn't come with cornbread; that'll be an extra dollar fifty."

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He wasn't fired or anything, but he stopped folding in front of customers.

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Understanding Managerial Authority

This situation highlights a common conflict in workplace dynamics, where a manager's authority clashes with established protocols. Research published in the Journal of Applied Psychology indicates that when employees perceive inconsistency in leadership behavior, it can lead to confusion and decreased morale. The manager's attempts to override store rules may reflect a misguided effort to enhance customer satisfaction but can also undermine employee trust.

The post got hundreds of comments, and here are a bunch of them.

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My answer was going to be the same.

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It usually doesn't get back above them.

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Moreover, the psychological concept of 'role conflict' becomes relevant in this scenario. Studies show that when individuals face competing demands from different roles, it can lead to stress and burnout. Employees may feel torn between adhering to their manager's directives and following established protocols, which can create a tense work environment. Understanding these dynamics is essential for fostering a supportive workplace culture.

This redditor has a different take on the whole thing.

I have a different take on this: you have to have some sort of balance of leniency on store policies. If not, then people will identify you as soft and manipulate you for their own gain. It's sad; it happens - 80% of customers are fine, 20% are difficult. I learned from one of my first managers (in retail) to basically treat it like a game. The customer huffs and puffs because they aren't happy, and they bring the manager over to placate them. They might not get what they wanted, but they do get satisfaction from having talked to a manager and getting something out of "causing a scene" (most times just self-satisfaction). Sometimes you can talk a customer down; other times, they have "I want to speak to a manager" bloodlust in their eyes. This works if there is a good relationship between the manager and the direct report, and the manager wasn't an asshole to begin with.

Old Navy was this Redditor's favorite.

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The lady was throwing a fit.

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They don't pay my staff to get yelled at.

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The Importance of Clear Policies

Clear policies and procedures are essential for maintaining consistency in workplace operations. A study from Harvard Business School emphasizes that organizations with well-defined guidelines experience fewer conflicts and higher employee satisfaction. When employees know what to expect from their managers and the organization, it fosters a sense of security and trust, ultimately leading to better performance.

Having horrible managers.

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Management has the authority to bend the rules.

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Having a good manager is rare.

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To address conflicts stemming from managerial authority, organizations should prioritize training for leaders on the importance of following established protocols. Research has shown that effective leadership training can enhance decision-making and reduce workplace conflict. Additionally, creating channels for employees to voice their concerns can empower them and promote a culture of transparency within the workplace.

You know that saying, "the customer is always right"? It's a pretty annoying sentence, as many Redditors agree that whoever said that has probably never met a customer. Most of them also agreed that they have never encountered a group of people who are more consistently wrong than customers.

Tell us what you think about this story by dropping a comment below, and don't forget to share this post with your loved ones as well.

Conflict Resolution Strategies

When conflicts arise, utilizing conflict resolution strategies can be beneficial. Techniques such as mediation and negotiation, as outlined in studies from the American Psychological Association, can help bridge the gap between differing viewpoints. Training employees and managers in these skills can foster collaboration and understanding, ultimately leading to a more harmonious workplace atmosphere.

Psychological Analysis

This situation illustrates the delicate balance between managerial authority and adherence to established rules. It's crucial for organizations to cultivate a culture of respect for both leadership and employee input to minimize conflict and enhance productivity.

Analysis generated by AI

Analysis & Alternative Approaches

In conclusion, maintaining clear protocols and fostering effective communication between management and employees is essential for a healthy workplace culture. By prioritizing consistency and transparency, organizations can enhance employee trust and satisfaction.