Kroger moving to all self-checkout:
There are reports saying that Kroger is piloting a 100% self-checkout store on February 17. The stores allow several check-out options while only paying 1 cashier per every 4+ registers. These cashierless machines could save millions of dollars a year. Plus, the number of checkout lines could increase without increasing cost and making waiting in lines rare.
For years, I have been conducting an experiment when I check out. First, I see how many cashiers actually look me in the eyes. Then I check to see how many people actually engage me in conversation. By engagement, I mean more than saying, "Did you find everything you were looking for today?" Rather, a good engagement includes a smile, they look me in the eyes, and then ask, "How is your day today" or "Do you have any plans for the weekend?" Finally, I give them tripple kudos if they personalize throughout the interaction and thank me for coming in. During my experiment, I tend to find older workers engage better. They get it! If you don't come to their line then they don't have a job. Most of the time at Wal-Mart (and most other places too), they see themselves as nothing more than someone who runs your item across the scanner and takes your money. Many times, they are more interested in others around them and not you.
I often will experiment hoping to offer engagement. If I approach them with a smile, look them in the eyes, and say their name, I am more likely to get a response back. However, most of the time they just think I am weird and they avoid me even more.
Cashiers add no value to the shopping experience. In fact, I believe they more often take away from the experience.
Then add to the fact that many people are increasing the minimum wage, which will require businesses to put in as much as 2x the going rate for the same cashier. Add onto that HR issues, accident rates, scheduling challenges and other liabilities of employing people, it makes sense that businesses are looking to add self-checkouts. A self-checkout machine never asked for a raise, demands time off, or causes employee problems due to gossip.
At that point, a $30,000.00 self-checkout machine is a cheap alternative.
Some people say that we should use cashiers so they can keep their job. However, good cashiers will keep their job. The stores will hire the best and the ones who are not as good, they will have to find a new job where they will have to provide value to the employer and the customer.
