The complaint has been investigated and
resolved to the customer's satisfactionResolved Barnes And Noble Member Card — member card
resolved to the customer's satisfaction
As of april 2009, barnes & noble has begun threatening its employees with job termination if they fail to meet a strict quota of "member card" sales. The quota is a percentage based on the number of cash register transactions the employee handles in course of a month (Managers, of course, are immune from this requirement). This nonetheless creates an imbalance and unfairness, as not all employees receive the same number of hours per month, nor the same number of hours at the cash registers, which means that a full-time employee who rarely ever touches the cash registers is relatively safe, whereas a part-time employee who is frequently assigned to cash registers will be in certain danger of losing their job should they fail to convince enough customers to pay $25 for a 12-month membership that only offers 10% off purchases (20% off adult hardcovers). This will count against the employee, even if the customer is only buying a gift card (Which does not receive a discount from the membership) , or even if the customer is just passing through town and happened to stop in for a newspaper. Essentially, the livelihood of the employees is now directly based on the whims of the customers, rather than on personal performance. Employees are also encouraged to convince customers to renew the membership (Repay the $25) even before the full 12-months have expired; during the last month that the member card is active, the cash register prompts the employee to push for a renewal, which if accepted effectively reduces the membership period from 12 to 11 months, on average.
At b&n, one of the stated priorities of customer service is fast cashiering. This is contradicted, however, by the present practice of requiring cashiers to sale as many member cards to as many customers as possible, to ask each and every customer if they would like to purchase gift cards, and to ask each and every customer for their email address.
So remember, b&n customers, if you say "no" to purchasing a member card, you are jeopardizing that cashier's employment. And remember, if you don't like this policy, please complain to the corporate headquarters of b&n - not to the cashier.