Quote: Originally Posted by Spade
Seems like your solution is rather final.
His solution is so final that no one would shop at the store anymore! We don't have Sobey's per se but we have "Thrifty's" and it is owned by Sobey's. In my opinion, they are making a much smarter move than SOM stores are. While we are going to self serve tills, they are making their stores "pretty". They are tiling the floors, organizing their produce in such a way that it looks quite lovely. Using a self serve till is not straight forward in SOM. First it wants your "rewards (SOM) card. Then it wants to know if you want to use any coupons. If you say yes to this question, it sets off an alert for a cashier to attend. If they have said yes to coupons, even if it's only for points, the coupon cannot be processed until they have purchased the required amt. of groceries. So - we have to be called twice. One to clear the response to a coupon they cannot use until they have purchase in excess of $35.00 and the other to approve the coupon. If it's a vendor coupon then again, we have to approve the coupon and add in the value. People highly resent this option. On a daily basis I see them becomming more and more frustrated (like me because I just erased half my post!). They leave the store in a huff stating they will never be back. Now Thrifty's (Sobey's) has taken a whole different approach. As well as making their store very attractive to shop in and making the prices less noticible because they are quite a bit more expensive, they have set themselves up to give super customer service. What people are begging for. The store is small, attractive and clean. Yes Jack - their buggy's are free. To give SOM their due, buggy's are only a quarter and if you don't have one, we will lend you one from customer service (we do want it back when you are done with it). If you try to take the buggy off the lot - one wheel will lock up so you cannot push the buggey anymore.
I can easily see how their customer service is going to rob SOM of customers in this city. The stores are not that far apart and people hate the self tills for the most part. Some people love them but while adding in self serve tills they removed the Express tills and that truly has people ripped. They don't want to use the self serve and they have to wait in a long line. They leave the store very angry. We were a busy store and while some will blame it on the economy, they will be wrong. Now we often have only two tills open with a cashier and of course all six self serve
tills. It's not a happy shopping experience and I can see that customers will continue to leave for happier shopping. This is not a large city.
For shoppers, self serve is making them very aware of the amount of money they are spending.
Most of us shop with abandon. We buy the things we need plus a lot of things we don't need. I can go in with a list of 10 things and walk out with $200.00 worth of groceries. People are really taking note of the cost now and I can see them realizing their actual spending. They are cutting back. Self serve tills may be cutting back on staff but they are also cutting back on a lot more. I get people handing me things they would have bought at a regular cashier but now they are saying, I've changed my mind, can you take this off my bill. They've always done that, but now it's much more frequent.