New Teller Policy

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Teller Policy

That's the policy.

by Jay Postma
Click here for a printable version.

A customer moves away from the check cashing window, counts her money, and then comes back and says to your employee, "Hey, you gave me the wrong amount!"

"Ma'am, you stepped away from the counter," said your cashier. "We don't make corrections after you leave. There's nothing I can do about it now. That's our policy."

"Well, ok," answered the customer. "Just thought you'd like to know that you gave me an extra hundred. Bye!"

Ok, well, that situation is not too likely but it is possible. If it's a well known, repeat customer - it's likelier that an honest mistake has been made. If its a new or recent customer, there's a much greater likelihood that the person is a quick change artist making an attempt to take you for additional cash.

Are your employees trained on how to handle such a situation? What would they do? Would you experience a loss? Don't expect your employees to know what to do if you haven't discussed this with them.

If your employees experience a situation such as this, they might instead take a moment to properly secure their cash drawer, discuss the alleged difference and then recount the customer’s money with her. (It's important to secure the cash drawer and not mingle monies. This could be an honest mistake on the part of you or your customer. Or, it could be a quick-change artist trying to confuse you and leave you short for the day.)

After reviewing the transaction with the customer, offer the customer the option of waiting while the drawer is balanced out with (or without) a manager. Or, your customer may have to wait until the end of the day for a phone call after the drawer is balanced out.

Or, of course, you can simply be sure to carefully count the money in the customer's presence, immediately ask them to recount it in your presence, and then rely on telling them "Sorry, that's our policy."

Just be sure that your employees understand how you would have them handle such a situation. It'll help in the long run.

Originally Posted: Dec 28, 2006 at 3:31 PM
Last Updated: Dec 28, 2006 at 3:31 PM

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