Ralph Jacobson

Survey Sees Need for Speed at Checkouts

August 11, 2010

FROM RETAILWIRE:
A survey of 2000 people conducted by Barclays Bank and published by the BBC found 68 percent of U.K. participants had abandoned a queue at one time or another. Apparently more than two-thirds abandoned the checkout line because it was taking too long to be served. What are the most effective methods for reducing the amount of time consumers spend on the checkout line?      [more...]

Fascinating that we are still talking about this, even though this has been an issue for decades. 1) Make true "express" lanes. If your average transaction size is 12 items, then a "15 item or less" lane is not an "express" lane. 2) Make lanes flexible: Install signing that can identify the terminal either as "express" (during peak lunch, etc. periods) or full service for weekend traffic). 3) Implement "Super teams" for weekend traffic where three people staff one lane to scan/tender/bag the large orders. 4) Have a "Premier" lane for those large "loyal shopper" orders. Why do we try so hard to take care of the two-item express customer and not the $150 customer? 5) There are a ton more ideas. Brainstorm with your store teams....