Retail has witnessed a shift in the self-checkout landscape, and I've been closely monitoring these developments and their potential impact.
The recent decision by Morrisons to remove some of its self-checkouts has sparked a nationwide debate. CEO Rami Baitiéh admitted it had gone "a bit too far", citing customer dissatisfaction and increased shoplifting as key concerns. Last year Booths also removed self-checkouts from most of its stores to enhance the premium shopping experience.
These decisions run counter to the trend we've seen in recent years, where major supermarkets increased their reliance on self-service technology – a development that raises important questions for independent retailers, too.
Self-checkouts offer several apparent advantages. They can reduce queuing times during peak hours, lower operational costs, and free up staff. For smaller shops with limited floor space, they can also save space.
However, the drawbacks are becoming increasingly apparent. Their impersonal nature detracts from the shopping experience, particularly for those who value interaction. This is especially relevant for independents, where personal service is a key differentiator.
Moreover, the link between self-checkouts and shoplifting is concerning. While technology has improved, these systems are still vulnerable to theft, potentially offsetting any savings elsewhere.
For indies, the decision to implement self-checkouts is harder than for larger chains. Our members often pride themselves on knowing their customers personally and providing service that goes beyond mere transactions. A till with a friendly, familiar face can be a big reason for customers to return.
Andrew Goodacre
That said, we can't ignore the of technology in improving efficiency and convenience. It’s about striking the right balance. For some, a hybrid approach might work best – offering both self-service and manned tills.
It's also worth considering alternative technologies that can enhance the shopping experience without sacrificing the personal touch. Mobile point-of-sale systems, for instance, allow staff to process transactions anywhere in the store, combining tech with individual service.
It's crucial that retailers of all sizes listen to their customers. The backlash against self-checkouts in larger stores suggests many shoppers still value human interaction. This presents an opportunity for independent retailers to reinforce their strengths in customer service and community connection.
At Bira, we advocate a thoughtful approach to technology adoption and encourage our members to consider their unique circumstances, customer base, and brand values. What works for a large chain may not be appropriate for a local indie.
The recent pullback on self-checkouts by some major retailers serves as a reminder that technology should enhance, not replace, the human element in retail.
In the end, the goal isn't to be for or against self-checkouts, but to find the mix that best serves customers and supports business success. This may mean focusing on what indies do best – providing personal, community-focused service no machine can match.
