Hi, Chip:)

First, I really enjoyed your "John Henry" story, because my father had the same attitude and I had pretty much the same response as you did:).   Oh, we rebellious and questioning youth ...

Second, you have made some strong and very valid points about how some systems designed to improve efficiency have the effect of squeezing out and eliminating any flexibility and subsequent ability of an employee to handle an issue.

I am not surprised that, as you pointed out, the same system that blocked you from simply paying for a small item also allowed the resupply process for that same item to fail.

When the ability to engage and use the system is lost, the employee loses interest in serving, and simply concentrates on getting through their shift.   Things which an engaged employee would notice and deal with get lost in the shuffle.

BTW, I had lots of fun guessing the name of the big box store, since my wife used to work at one and we have some stories:)

Excellent reminder that some workplaces are toxic when it comes to effective customer service focus, regardless of what their marketing campaigns claim.

John