As a cashier, is it ok to send customers to self checkout?

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?

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.

Seesaw

why did you go above your manager's head? to the gm? if your supervisor said it was wrong then..you get the picture. kind of like if mommy says no then let's try daddy to see if he says yes. regardless of what the issue is. that part right there is just beyond wrong. supervisor says no, that is it. this isn't a visitor safety issue that needs to be addressed immediately but a policy one ..something that seems firmly in place.

obviously their policy is to have customers not use the kiosk and they are pretty firm about it. can't imagine it is a new policy...so while you might have had the best of intentions, their store policy is no kiosk. it must be a huge issue for them to send you home..much more then is stated here...

what you could have done is simply stated as you did, "she's bringing up my draw, I just started my shift (or what ever) and i'll be ready in 2 minutes. thank you for your patience." I assume the kiosk thing is right there so if they wanted to people would see it on their own and order from there.

customer service is just that...their figures must be based on people interactions, or perhaps the kiosk doesn't mesh well with other systems in the kitchen , regardless, now you know..face time with the customer is what is important.

Customers can use the kiosk. The problem is that it has to be voluntary instead of someone making them use it.

Okay, well sounds like you know what you did wrong then.

I feel like there had to have been something else for you to have been sent home over sending a customer to a kiosk. Has this happened before? Did you argue with your manager when they corrected you?

Why are you asking here? You got the answer from your superior and then went over her head to get the same answer from another superior. Even if somebody here says that it should be fine to tell people to use the kiosk that doesn't apply to where you work. Sounds like you just want people who will side with you so you can start an argument at work.

I agree with everyone that you have to follow the policy.

However, I would like to also note that you were being customer-oriented and trying to improve your customers’ experience. Keep on doing that! But without going against company policy.