The Gas Station Attendants Are Getting Plenty PO'ed!

Does anyone else have this scenario?

After performing the gas station shop for the flying horse gas station, I am supposed to award the employee if they ask about the rewards card. Since the program started, I've had days where I've not awarded anything and on other days I might have the employee from all the shops on my route ask about the card.

That's great! I feel happy for the employee.

But, I've been finding as the program has aged into many months, the employees are not being awarded their prize. Sure, it could be that their info was entered incorrectly. But, I doubt it. There are just too many ways that the employee could be contacted.

So what do I say? I tell the employee that I'm sorry it happened and I'll comment about it in my reports. This, I have done. Meanwhile, the employees are becoming very discouraged.

Yet, it continues. And, I have not seen any correspondence from Maritz about the problem.

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@French Farmer wrote:

So what do I say? I tell the employee that I'm sorry it happened and I'll comment about it in my reports. This, I have done. Meanwhile, the employees are becoming very discouraged.

This is what I say as well. It's pretty much all we can do. I also tell them that I understand how they feel. Many cashiers have told me that they purposely don't promote the rewards card anymore because they haven't received their gift cards from previous months. Hopefully with the new change, using the visit ID as an access code to award their own rewards cards, this problem go away.
I've also had several tell me they had not received the gift card from past rewards. I've told them that it might still be coming. I double check their info and tell them I hope they'll get the new one. I've reported it to Maritz also. That's disappointing for the winners to not receive the prize. I have had some tell me that they did, in fact, receive the award, so maybe the others aren't redeeming it properly or checking their email or whatever they had to do in the past.

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The more I learn about people...the more I like my dog..

Mark Twain
I have had the same experience with employees not being rewarded by Maritz or whomever manages the award program. It is very discouraging for both the employees and myself. What I have been doing is whenever I award a certificate I highlight the 1--800 number on the bottom, make the employee aware off it, and tell them to call if they do not receive an award.
Maritz could give a flying unicorn about the employees not receiving their reward. They just pass the buck back to the client. I do something similar to yankeepoo2 but I use a red ink pen to circle the phone #.
You're right. Maritz could care less about the reward part of this shop. I doubt they even report it. Probably easier not to, from their perspective....and if there is one thing we know...Maritz is all about NOT working and making the client or the OP shoulder the load. Of course, the reputation of the petroleum industry and how it treats the environment, its employees and its franchisees is well documented.
The reward is not coming from MCX anyway. So why should they care? The retail needs to contact his distributor, if he won anything offered by the Client. I highlight the 800 number and input his info into the form and move about my other business. The reward finale is up to the Client not the MSC. Therefore if the Retail is POed,...................its not at me. smiling smiley
Beg to differ.

Maritz processes the reward report and then sends it on to the client. If they (Maritz) are not processing the report correctly, then there is a problem.

Obviously, there is a reason for the reward. There is a reason they are collecting the data.

So it is my opinion that they (Maritz) better care if they failed to file a correct report, as is yours that Maritz does not care.

But, yeah, the employee is POed. And, I'm the first line connected to the award process. I don't appreciate having to make excuses or point out where to file a complaint.
OTOH, I'm trying to be understanding and not be a jerk to the employee who just might have been counting on that $25 gift card.
French, I assume you are talking about winners in Q3 or 4 (or monthlys in those quarters), and not 2017 Q1's, right? Or are you referencing Q1 or P1 winners? I ask because the way they go about it changed so maybe this issue has been fixed up. (Out of hundreds of shops with this program, I have had 6 winners, and only 1 in 2017, so I'm amazed by how good they seem to be for you.
Winners only get points on their loyalty card now. If I were them, I would be POed about that, too.

sestrahelena
@tcurione wrote:

French, I assume you are talking about winners in Q3 or 4 (or monthlys in those quarters), and not 2017 Q1's, right? Or are you referencing Q1 or P1 winners? I ask because the way they go about it changed so maybe this issue has been fixed up. (Out of hundreds of shops with this program, I have had 6 winners, and only 1 in 2017, so I'm amazed by how good they seem to be for you.

Yes, I am. And, I know why they are so good. I've been told by the employees that their employer (the chain that owns their particular stations) bonus them for good reports, penalize the individual employee who forgets to ask about the program and have a visible campaign to sign up customers.

So, yeah, the employees get upset when their reward is not received.
It's up to the attendant to take the initiative starting with Q1, or might even have been Q4, but definitely Q1. I did have a few who complained about not getting their reward from last year. I also learned that after 2 months Maritz says they can do nothing about it. I have not had any resistance to getting points on the card instead of receiving a gift card. This program is working well for those stations that take the program and their jobs seriously. I was at one today where the attendant proudly showed me a stack of applications from his customers that signed up for the program. He not only asked me but asked the customers that followed if they have a card. On the other hand, I was at a station where the attendant recognized me and asked me if I had a card but did not ask the customers that followed. Understandably, the first station was pristine and the second one not so much. There is something to be said about having pride in what you do.
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