When self-checkout kiosks began to pop up in American grocery stores, the sales pitch to shoppers was impressive: Scan your stuff, plunk it in a bag, and you’re done. Long checkout lines would disappear. Waits would dwindle. Small talk with cashiers would be a thing of the past. Need help? Store associates, freed from the drudgery of scanning barcodes, would be close at hand
You know how this process
actually goes by now: You still have to wait in line. The checkout kiosks bleat and flash when you fail to set a purchase down in the right spot. Scanning those items is sometimes a crapshoot—wave a barcode too vigorously in front of an uncooperative machine, and suddenly you’ve scanned it two or three times. Then you need to locate the usually lone employee charged with supervising all of the finicky kiosks, who will radiate exasperation at you while scanning her ID badge and tapping the kiosk’s touch screen from pure muscle memory. If you want to buy something that even
might carry some kind of arbitrary purchase restriction—not just obvious things such as alcohol, but also products as seemingly innocuous as a generic antihistamine—well, maybe don’t do that.
All is not rosy in the world of self-checkout, and some companies seem to realize it. Walmart has
removed the kiosks entirelyfrom a handful of stores, and
is redesigning others to involve more employee help. Costco is stationing more staffers in its self-checkout areas. ShopRite is adding cashiers back into stores where it had trialed a self-checkout-only model, citing customer backlash. None of this is an indication that self-checkout is
over, exactly. But several decades in, the kiosks as Americans have long known them are beginning to look like a failure.
Please, not another “unexpected item in the bagging area.”
www.theatlantic.com
I seem to remember the discussions here about how those cashiers asking for raises, would be a thing of the past. Between disgruntled customers, and rising retail theft, is it safe to say the host of the article is correct?