I used my professional discretion in determining the best way to deal with the customer. The customer had already paid for a sandwich and therefore was already entitled to two stamps. From previous experience working at McDonald's for two years as a staff trainer and various meetings about hospitality I knew this was the only way to resolve the problem; there are no resources in dealing with customer complaints at Subway Rhyl, nor had I been briefed on how to handle them - so I had to improvise and felt stamps were appropiate.
Mr Manager's comment on storing the stamps in the safe are correct, but the safe which was used had a broke locking mechanism (no locking mechanism) and so there was no security at all. Obviously the employees were rightfuly trusted but if these were of value at all then surely they should have been stored properly along with the company's capital. The stamp dispenser records how many stamps have been ejected, but because half the customers do not ask for their stamps you are left with a substantial amount left over so figures are always under at the end of the day anyway.
Mr Manager's regular inconsistent feedback is poor for team performance. He had said 'you have excellent customer service' prior to this issue so I felt trusted to bring my experience and to handle complaints and keep customers happy whenever they had received a poor service by me or other employees. All previous employees are barred for 'security reasons'.
If Mr Manager had dealt with the inncident maturely such as a simple disciplinary, we would both have benefited - he would still currently employ an excellent sales assistant and I would have not been made unemployed. The fact of the matter is that this issue is so petty it is not worth debating.
As it stands, Subway are saying goodbye to they 'Sub Club' stamp scheme at the end of the month and I have not heard of any replacements to Subway's loyalty scheme. This means stamps will soon be worthless.
