A grocery chain is eliminating self-checkouts after realizing executives hate them as much as customers: ‘We love talking to people’


Some people love self-checkout at the grocery store, and some people hate it. One chain is doing away with it.

“Our colleagues believe that serving customers leads to a better customer experience, so we have decided to remove self-checkout services from most stores,” announced Booths, a supermarket chain in northern England that has been in business for more than 170 years. of grocery sales history.

Nigel Murray, managing director of Booths, said: “Over time, our customers have told us that the self-service scanners in our stores can be slow, they can be unreliable and they are decidedly impersonal. Tell British Broadcasting Corporation.

He noted that Booth stores sell many bulk items, such as fruit and bakery products, and customers often face difficulties at self-checkouts. For example, shoppers might not be able to distinguish one type of apple from another, leading to confusion on the screen.

“There’s all kinds of fuss about it, and then the minute you put any wine in the basket, someone has to come and check that you’re of the right age,” Murray points out.

He also emphasized the importance of the human touch.

“We are a business that prides itself on high standards and a high level of passionate personal care,” he said. “We love talking to people and we are very proud that we are moving primarily to a place where customers can touch.” Served by humans. “

Booths is swimming against the trend of more self-service checkouts, which has reshaped large swathes of retail over the past few decades and could save many businesses in the long term by replacing human cashiers. are attracted by this trend.

Reaction to the move was divided. Ghee Bowman, author and historian, wrote X on: “Wow! Let’s listen to @BoothsCountry supermarkets and boycott the self-checkout trend!”

Another user X seemed less excited, writing: “Went to a local Sainsbury’s store in Buxton recently and there was no self checkout so they had almost all their staff brought to the till due to the queue. Despite this people were struggling with the checkout Full communication with checkout staff. Please provide more self checkout service.”

But as Murray Tell grocery store”, “We pride ourselves on excellent customer service, something a robot can’t do. ” His chain will eliminate self-checkout kiosks in all but two of its 28 stores.

Additionally, chatting with a cashier is an important part of the shopping experience for many people, even if it slows things down.

“I love chatting with employees, but only briefly, especially when I live alone. Talking to human employees was important to me. Now that experience has been taken away,” Pat McCarthy ) writes when starting a project. petition exist change organization Appeal to supermarket giants Tesco “Stop machines from replacing humans.” The initiative has received more than 243,000 signatures.

Booths agrees. The company said: “Delighting customers with our warm northern welcome is part of our DNA and we will continue to invest in our people to ensure we remain true to this ethos.”

This story was originally published on wealth network





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