Are self checkout lines a thing of the past?

[cleanteamofny]

Interesting story!

One of the nation's major grocery store chains is eliminating self-checkout lanes in an effort to encourage more human contact with its customers.

Albertsons LLC, which operates 217 stores in seven Western and Southern states, will eliminate all self-checkout lanes in the 100 stores that have them and will replace them with standard or express lanes, a spokeswoman said.

"We just want the opportunity to talk to customers more," Albertsons spokeswoman Christine Wilcox said. "That's the driving motivation."

Wilcox said the replacement of automated checkout lanes with human-operated lanes likely would mean more hours available for employees to work.

The move marks a surprising step back from a trend that began about a decade ago, when supermarkets began installing self-checkout lanes, touting them as a solution to long lines. Now some grocery chains are questioning whether they are really good for business.

Kroger, the largest grocery chain in the U.S. (with some 2,500 outlets), is experimenting with removing all self-checkouts in at least one Texas store, reports StorefrontBacktalk, an industry publication. Publix, another major chain, is "on the fence" about self-checkout, according to a report quoted in the story.

Self-checkout industry leader NCR Corp., which counts Albertsons among its clients, does not see the grocery chain's move as a threat to its business, said company spokesman Cameron Smith.

He said more than 150 retailers in 22 countries use the company's self-checkout lanes, and not just for groceries. The market is projected to grow by about 15 percent annually, he said.

"Ultimately, customers appreciate the choice of self-checkout," he said.

http://www.msnbc.msn.com/id/43687085/?GT1=43001

 

[lordkenmore]

Interesting--and something I'd never have expected.

At one time I liked self checkout. Ironically, what I liked was is the reason cited above for getting rid of self checkout: I liked limiting my interaction with cashiers. Some cashiers I do like. But many drive me crazy. Particularly the bubbly extroverted types that would smiling a two mile wide smile even if the store had just been the target of nuclear attack. Then, past that, there are the irritants required by the store--like asking if I want to apply for the store credit card every single time I shop there.

Past this, self checkout can allow one to avoid embarrassment buying certain items.

The last year or so, I've been using self checkout less. As someone pointed out, the real reason for going self checkout is to limit the number of people the store has to hire. Using a regular line encourages stores to employ people, something desperately needed in this charming economy of ours.

 

[arbilab]

I shop Kroger. Went in for 2 items. Took them to self checkout, for 'speed and convenience'.

Well, the computer misscanned BOTH items. It took over TWENTY MINUTES and FIVE EMPLOYEES including paging a manager, to straighten it out. What I ended up doing was paying the wrong price, then taking the receipt AND the actual pricetags off the shelf to Customer Service. Result wasn't bad, both items free per misscan policy, but it made my dinner preparation a half hour late on a night I was hosting. I don't need that kind of aggravation over 2 grocery items.

Plus the selfcheck can't deal with produce or age-restricted items (alcohol and tobacco) even though my store card tells it I'm over 55. And it always nags you "place the item back on the bagging area" when it's ALREADY THERE and somebody has to come over and tell it to proceed. Selfcheck still gets used, quite a bit.

I'm not computer phobic. I was an engineer for Dell. I do see the software update, but never solving the underlying aggravation.

 

[foraloysius]

They disappeared overhere too, just too many problems with them. There was always closed at least one because of problems.

Another supermarket has a scanner that's on the cart. You scan the article before putting it in the cart. At the check out you only have to hand over the scanner and pay. I think you have to sign up for this and there is possible some way of control over this system. I've seen other people use it, but I never used it myself.

 

[alr2903]

Ariblab,  i hear you about Kroger,  I shop at one.   In reality it's a job and its not mine,  now if you got another 5-10% discount  I might be tempted to use it more.  AFAIK  Kroger is still a Union organization. I have not heard of class action lawsuits with them as we often hear with the main street killing  W-marts.  Of all stores i was actually surprised Kroger has the "self check out" option. ==While on Kroger,  their meat department is very good, and reasonably priced.

 

[mattl]

This is ridiculous.  I refuse to go to a clerk to check out.  I've been self scanning my groceries for years, and if it goes away I'll shop elsewhere.  I have no desire to "chat" with some low paid clerk, I just want to get out of the store.  That and not have my groceries mangled and placed in 25 bags when 5 will do.

 

I'm waiting for the day RFID takes over and there is no checkout.  Put it in your basket and then walk out.  Done.

 

[mattywashboy]

In Australia, self checkouts have just started to be introduced, probably within the last 2 years. It is a bit quicker once you have worked out how to work the damn thing.

I don't think they will be going anywhere anytime soon from Australia but who knows?

 

[twinniefan]

How things have changed

I find it really quite amazing how technology has changed the humble old supermarket from when I worked at Woolworths in the 1980'.
When I started my old Woolies located at Moorebank shopping centre, was pretty small by today's standard's, we had basic trading hours 8.30am to 5.30pm and late trading Thursday night had only just started and we also only had half a day trading on Saturdays 8am to 12pm.
We only had a bank of 9 checkouts and could get some fair size queues from time to time, but mostly go through them pretty efficiently, we also had the old fashioned N.C.R. electro-mechanical cash registers too, but I used to love using them, none of this telling you how much change Madam or Sir is to get, you had to work it out in your head and yet our cashiers mostly balanced accurately, when electronic registers and then scanning came in, that is when errors galore used to happen.
Here is a picture of the register I am talking about,I would expect that some of you may know about them also.
Our local Coles store has just in the last 2-3- weeks has replaced express lanes with self-serve registers now 6 staff have been reduced to 2 helping shoppers out.

 

[cleanteamofny]

So far I do like the self check out but when folks scan like driving Miss Daisy does it really save time?
And oh nooooo, I don't have my cash ready and my EBT card has a $2.00 balance when I have $50.00 worth of stuff in my cart.
And lets talk about thieves, scan items, swipe card and leave without entering in pin number.....
Now who's saving time and money?
Bring them girls and boys back to work and lets see the line disappear.
ShopRite is fully staffed and has a very little wait time.
Pathmark has both and it works when the software is doing its job.
Stop and Shop is the same as Pathmark but better because staff is nearby when items does not scan right.....

 

[tomturbomatic]

I am against them because they take jobs away from people. ON THE OTHER HAND, they can be great time savers because in attempting to save money, stores do not have enough cash registers open much of the time and are slow to open additional registers as lines grow.

It is maddening when the damn thing senses that something weighs too much as a result of sloppy programming for bottles that give you 25% more for the same price. These automated things only work if the store keeps one or two people right near these stations to help when they balk. I also have to get this supervisor to reset the load sensor when I use my reusable bags.

Home Depot stores used to have terrible lines before the scanners were installed. Now, it's generally not so bad. You just have to be sure that the little pieces of stuff have a code on them.

It's true that some people use them who should not. I watched a man use one and he got a hit each time. I congratulated him and he said that he had worked at another grocier for decades. I copied his technique and have generally had success.

There is a problem with having your money ready when the total comes up and you are just finishing bagging the last of the items. With a clerk doing the scanning and bagging, the customer can have the money ready; not that they always do nor do some know how to scan their credit or debit cards, but it still takes less time than when someone waited until the end of the checkout to whip out their checkbook and start filling out the check. Another demonstration of stupidity rampant on a field of ignorance.

 

[hoovermatic]

I used to HATE self checkouts but actually have grown to like them particularly in places like B&Q & Homebase where the checkout service has ALWAYS been the worst in the world. When I am in a hurry they are ideal but would never want to scan a regular grocery shop myself.

What I find intensely irritating about regular checkouts are the lazy customers who stand there, slack jawed, with their knuckles dragging on the floor often on a mobile phone and expect the checkout staff to pack all of their groceries while the queue gets ever longer. Pull your bloody fingers out your a**e and bag up your own groceries you idiots.

 

[ironrite]

More time to talk?

Just get me the heck out of the store as fast as possible. I'm sure the cashier is nice and dealing with the public takes the patience of a saint, but I just want to get my stuff rung up and be on my way. I finally called Vons and had them remove my name from their discount card. Got tired of the cashier trying call me by name. A simple hello and thank will work.  Vons still has a charity of the month so you can feel like crap everytime you shop and don't want to make a donation. You also have the pleasure of other customers tut tutting and giving you the stink eye in line when you don't donate.

 

The Smiths (Kroger) has scanners that never seem to work right and the attendant is usually gasbagging with another employer or has wandered off.

 

What I find curious is that the Homedepot scanners work great. I've never had a problem with them. The attendant is always available and if there are no other customers, they will scan the stuff for you.

 

The Fresh and Easy stores have scanners only, but they have several people around to help if needed. Their scanners also work great.

 

Oh and Tom, I had to laugh. Don't get me started on the "mature" lady who has to fumble around with her purse. I want to ask if she just recently started to carry one, since she has no clue where her wallet is.

 

[xraytech]

I have never used a self-checkout and I never will. Giant Eagle is the only place that has them here and I dont do my shopping there.

I  am a Shop N Save person and when your regular order is near $300 one doesnt want to scan all their own groceries.

I do however bag all of my own items as as it hits the belt it is seperated into categories of how I want it bagged and since I dont trust the cashier to get it right I do it, and I also want my order bagged up paper in plastic and most gett pissy when ou ask for that.

I always pay by check but I have it signed and made out to Shop N Save before I start so the cashier can just take it while I finish bagging and sorting my order

 

[whirlcool]

I'll agree that the mfgs of the self checkout registers have improved the software in them over the past few years. When Walmart opened a new store nearby they had something like 16 self checkout lanes and 2 clerk attended lanes. They store was never really that crowded, and I loved it.

But when you went to check out it seemed like every other item would trigger the "Please place item in the bagging area" warning. If you didn't comply within seconds, then the machine would tell you "Please wait for an attendant to assist you." Well, as others have noted sometimes the attendant is nowhere to be found and the machine will not let you proceed until you find one. Then they have to come over, log into the machine, enter some code and you continue with the next item or two until it happens again.

This doesn't happen much anymore. I find self checkout is good if you have a few items, but if you have a cart full, having a check out clerk is faster because your items are bagged by a bag person at the same time they are being rung up.

Anyhow, the Walmart I spoke of above went about a year before most of the self checkout lanes were ripped out and attended ones installed. One thing I find strange is a lot of the times several of the self checkout lanes have a "Out Of Service" sign on them. This happens quite frequently. I wonder if the store manager puts those up because he hasn't an employee to be the "attendant"?
And I have noticed that since that Walmart now has many more attended check out lanes traffic in the store has increased exponentially. What does that say?

And next time you use a self check out lane, look above you and around you. There are tons of security cameras watching your every move. I used to know a guy in Denver when we lived there who worked for King Supers. He said they had three guys who would just sit in front of monitors watching the self checkout lanes for any
"erratic" behavior by the customers.

Oh, and I like the bubbly and friendly checkers, too.

 

[DADoES]

 

I don't mind the concept of self-checking, but I invariably run into problems so avoid them for that reason.  Either an item won't scan or the idiot thing goes into a frenzy about an item not being bagged or some such issue, requiring an attendant (when there is one watching the area) to intervene.

 

[appnut]

I have no desire to "chat" with some low paid clerk,

How rude. For an individual who prides themself on being so nonelitist and socialist in that everyone should all be equal and no dispairity of income and class, that is downright sad. Being a cashier, as well as wait staff, can be one of the most thankless jobs. Particularly when dealing with rude public. Two of the kindest, most thoughtful, generous, and caring individuals have been grocery store cashiers. Both have died in the last 5 years and left a large hole in our community, both the store community and the city in which I live period. These two individuals made permanent impressions on many lives. to this day, thee are many times when waiting in line for my groceries to be processed, I still miss these two ladies and it makes me sad. The teenagers who were assigned to work with them were taught to be respectful of customer as well as peers. Some found it difficult because that went totally against what they were exposed to in their culture. But in the end, the ended up alol appreciating the valuable lessons learned. In the hospital where I work, some of the most difficult and thankless jobs are the cleaning staff. I make it a point to say good morning, good afternoon, or somethihng similar to them when I see them in the hallway or on my floor doing their job. And I always say thank and smile. I'll even randomly say thank you for all you do to someone I don't reguuarly encounter. That's waht my father taught me, to treat everyone with respect and dignity no matter what their task in life is. And ya know what, they go out of their way to say hello, see if there's anything I need, to the point where if I reply in positive, they break their routine if needbe to do what I might need.

I was thinking just last week about a former coworker from the late 1980s whose mother had a 6th grade educatoin and all she ever did was be a cashier. But he was proud his mother excelled at her job and had some of the most sincere, far-reaching people skills which came naturally to her, despite her backwoods upbringing.

 

[joeekaitis]

When I can, I prefer to get groceries from Fresh & Easy (all self-checkout) and buy as little as possible from Stater Bros. (no self-checkout). There's nearly always an available lane at F&E and because the "15 items or less" stations lack conveyor belts, you never see someone holding up the line with a cart full of groceries.

Last time I was at Stater Bros., a woman ahead in line was unloading a fully loaded cart in the "15 items or less" line while two cohorts repeatedly left and came back with more items. The union cashier, who earns $20.00 to $30.00 an hour and pays perhaps $10.00 per paycheck for zero-copay medical coverage (which under health care reform would be a reviled "Cadillac" plan but is exempt due to pressure from the UFCWU/AFL-CIO) said nothing.

 

[58limited]

I have no problem with people who choose to use the self checkout, but I choose not to.

 

I have never used a self checkout and don't plan to. I prefer to be waited on by a real person when I shop. When a McDonalds that I stopped at added a self order kiosk in the lobby, I refused to use it and went to the counter. They tried to get me to use it and I told them I expect to be waited on by a real person (food prep area was totally visible, so I know they didn't spit in my food). I like the interaction and sometimes a friendly clerk has put me into a good mood when I came to the register in a bad mood. I try to be polite and friendly even when in a bad mood or if they make a little mistake.  Conversely, I expect to receive their undivided attention when they are serving me - I will not tolerate a clerk chatting on a cell phone or yakking with another employee when they are supposed to be helping me.

 

I never thought about self checkouts taking away jobs as much as I thought that the stores were getting too lazy or cheap to actually wait on people. I'm giving them my hard earned money and they expect me to check myself out? I'm supposed to do all of the work when I patronize your business? I think not.

 

[spankomatic]

I have no desire to "chat" with some low paid clerk,

Some would feel the same way about "chatting" with a rich snob! In my book everyone is a human being,regardless of economic status. I agree,Bob. Treating people differently because of economic status or what they choose to do for a living,IS RUDE!

 

As far as check out options... I like choices. Sometimes I like self check out sometimes I like assisted check out (full cart).

 

Jim