CSD: Convenience Concerns

The idea of banning cell phone usage in the check out line is practical but not friendly. C-store shoppers are often in a hurry and multi-tasking while on their way to work, or other places, and the suggestion that they have to stay focused on waiting in line at a c-store, well it's erroneous. Nice try though. Maybe a nice sign with the suggestion to be “ready” when it’s “your turn” might suffice.

David Biernbaum, Senior Marketing and Business Development Consultant, David Biernbaum Associates

I'm sure this merchant has his reasons, but I can assure you this will not improve service on his end. Instead of putting up signs that create a negative environment using words such as NO or DO NOT, create signs that send positive messages. A good sign for this guy could be 'We appreciate your business, please carry on about your personal matters at your convenience'. Look, if I'm in line, and I have a client calling me, I'm going to answer. And if the merchant has a problem with that, I will drop my $1.99 nacho and dog combo right on the floor and take my call. That's how it works. This merchant has no right to tell me what to do while I am waiting for him. I'm a paying customer and waiting in line is time he is stealing from me. What I do during that time is none of his concern. Cell phones are a fact of life. This merchant needs to change his attitude and retrain himself and his cashiers to take control of the line and move customers out.

Doron Levy, President, TheMortgageMachine.ca

Well, it's a noble idea, but not a very good one. For certain, it would appear that too many people have lost any sense of good manners and lack social intelligence, as is evident from the number of inappropriate conversations taking place in line ups everywhere. However, I think this owner is overstepping his boundaries. You never know, his next sign might be "No Digging For Change in The Bottom of Your Purse!".

Kevin Graff, President, Graff Retail

Bold but certainly not customer friendly. The owner took a stand and for that he may pay the consequences. I agree the practice is rude and inconsiderate but demanding a better practice from your customers is risky.

Susan Rider, President, Rider and Associates, LLC

Our clients in the convenience retail industry are always seeking ways in which to improve the shopping experience. In the name of customer service, some have elected to even stop selling lottery tickets – a c-store staple.

For me the issue is not whether people should be “allowed” to talk on their cell phones in line but how do you handle it if they do. Posting the sign doesn’t mean people will not use their cell phone in line. Our local post office is a cell free zone, but people continue to use their cell phone there. What it does do is give him permission to do something. The issue is what.

While I have no desire to hear other people’s conversations, I actually don’t see a problem until they actually get to the sales counter. Once there, some customers will say “hold on, I need to pay for my purchases” which seems reasonable. Others will continue to chat and potentially slow down the line. I am unclear as to what the owner intends to do in each case.

I do know that if the owners requests the person put down their phone or step aside the situation can escalate and a confrontation could occur, then 1) customer service will definitely be impacted and 2) other customers will be made to fell uncomfortable – never a good thing for customer service. Hopefully, the sign will cause those who initiate a conversation not to reach for that dial.

Steve Montgomery, President, b2b Solutions, LLC

Instead of putting up a sign - "No cell phones in line" - I would have put up a sign that reads, "In order that we can serve you faster and out of respect for other customers, please refrain from being on the cell phone while in line, unless it is an emergency. We appreciate your cooperation."

Pradip V. Mehta, P.E., Principal, Mehta Consulting, LLC

Reminds me of a Seinfeld episode, "NO SOUP FOR YOU!" Sounds like a good idea on the surface, but the unintended consequences could be detrimental to his business.

Convenience stores abound and the last thing you want to be known for is not being customer friendly to every customer, because they can and will go elsewhere.

Marge Laney, President, Alert Technologies, Inc.

It's interesting to read all the comments that were posted already. To me, the issue is more in the phrasing than the sentiment - it's not about the c-store respecting customers, it's about reminding customers to respect each other. But man, I feel like I'm the only one on this discussion who feels this way.

On general principle, it's pretty rude to hold up everyone else behind you because you're doing something else instead of paying attention to the line. If you were behind another customer who got to the register and then just stood there, how would that make you feel? At least this store is making an effort to manage the line. Maybe it's not the smoothest or most sensitive - a gentle reminder to respect other customers by stepping out of the line to take a call might go down better, but by the tone of some of the responses above, it seems clear to me that the reminder is needed.

Nikki Baird, Managing Partner, RSR Research

Another alternative would be to offer a cell-phone line (assuming you had a second register). This gives customers (both cell phone and non-cell phone users) an option and they can self-select without needing to be admonished.

Absent a second line, the owner can create the customer experience he is seeking but needs to do so in a way that both educates and respects his customers. People don't like be told "no." Therefore, the "why" and "how" need to be communicated appropriately.

Richard J. George, Ph.D., Professor of Food Marketing, Haub School of Business, Saint Joseph's University

Nikki -

You've got a partner in the blog. While I agree that the wording is wrong, the prinicple is not. I've stood in grocery checkout lines where the 1st in line is talking about social plans rather than paying and I find it exasperating.

The sign poster, in doing so, is trying to respect his customers, not the reverse. His sign should take that tack: "Be kind to others in line, please don't use your cell phone during checkout".

Dave Carlson, CEO, Relevance Partners, LLC

Oh, come on. What's next? -- a dress code?

Cathy Hotka, Principal, Cathy Hotka & Associates

This is an interesting discussion. I think I understand the store owner. It's his store and he can make the rules. It's a shame that he has to put up a sign, to remind people of proper manners. I don't think it should be worded the way it is. Maybe just a sign that says "Please Refrain from using your phone while in line." Of course, if you receive an important call, you should take it and the store owner and others in line should understand. However, the store owner is not just trying to expedite the purchase process, I think he is trying to minimize the inconvenience for the other customers who have to listen to your conversation.

It is terribly annoying to be standing near someone who blabs on the phone at the top of their lungs with no regard to people surrounding them. It has happened to all of us at airports and restaurants and everywhere else. Many restaurants and government offices have the same policy. The TV rooms at airport clubs have the same rule. Everyone understands the need to take important calls, but when you have to stand around listening to people discuss their weekend plans or their newest haircut, that is annoying. I don't think this store owner will lose any sales because of this rule.

Janet Dorenkott, VP & Co-owner, Relational Solutions, Inc.

I agree with the majority sentiment here -- telling customers "No" and "Don't" is unlikely to create the behavior the retailer seeks, and certainly generates a negative impression, regardless of the store owner's best intentions. I've seen an alternative approach in a handful of stores that conveys the message in a more positive manner: "Out of respect for fellow customers, thank you for completing your cell phone call before approaching the register."

Jeff Hall, President, Second To None, Inc.

So funny, my business partner and I were just talking about this yesterday after I made a trip to a local, independent natural foods store. The store has signs detailing the process for buying bulk foods, how they must be marked, which bags are for what products, and finally, they remind that the contents of the bags will be reviewed at checkout (lest the customer try to, say, get pine nuts at a popcorn price). Unfriendly for sure and egregious considering that bags and markers were once again nowhere to be found.

On the same trip, I called out that every one of the products that I attempted to purchase in the dairy case was expired. No apology, no promise or action to remove them; just a lame "guess" that some may be in the following Thursday. In-store admonitions may be logical; however, they also can set stores up for a double harsh backlash for every error!

Carol Spieckerman, President, newmarketbuilders

I would go out of my way to shop with this merchant. Are you so important you can't be out of touch for 5 minutes? Isn't it bad enough that we have to dodge you on the highways attempting to multitask when you can't even drive, anyway? What we need is a cellphone zapper that will send a bolt of electricity from your cellphone through your brain for a little reality check.

'jquick5342'

Cell phone usage has surpassed politeness in our society. I believe that if you must take a call, get out of line, so that others can be processed expediently during check-out. I also believe that cell phones should be turned off at restaurants so as not to interfere w/ other diners' experiences. My job requires me to use a cell phone 24/7, but out of respect to others, I know when it's appropriate to politely step away to accept a call. I wish society was still driven by manners!

'wendycrites'

I, too, am reminded of Seinfeld's Soupman...with a little Don Quixote mixed in. Cell phone etiquette has been steadily eroding for years. Local governments need to pass laws with stiff fines to keep drivers' attention on the road. And what about texting?

The real issue, in my humble opinion, is the rapid rise of entitlement as the main justification for what used to be considered rudeness. Is anyone rude anymore? Unfortunately, the person trying to prevent rude (intrusive) behavior often gets the label instead.

Dan Raftery, President, Raftery Resource Network Inc.

My local taqueria has a similar policy, though their sign is a lot more friendly. "We'll be happy to help you as soon as your call is finished. Thank you." The message is clear, that they won't wait on you until you hang up the phone, without insulting anyone. They will ask the next person in line to step up while you end your call. This particular establishment has a high, fast turnover during lunch time. They work hard to get people in and out and if you're on the phone, you are holding up the people behind you and the staff. I am in complete favor of this policy. However, if customer service is your priority, then make the wording friendlier.

Paula Raines, owner, The Farmer's Wife Co.

I think the convenience store owner is right on target and I also would go out of my way to shop at the store. It's not about the one customer in line on a cell phone but about all the other customers in line that are inconvenienced as a result. Unfortunately, too many consumers today think it is just about them and to heck with everyone else. Store policies and procedures should be for the majority of customers, however sometimes they have to be for the inconsiderate few. Consideration for those around us is a great virtue and I believe this morning's poll shows the majority of us still believe that.

'GRMichaud'

I heard a sound bite this morning that a delivery man had invented a way to disable cell phones from being used in the car. I haven't read the details on how this works, but limiting the use of cell phones in situations where it is not appropriate seems to be a challenge in modern society. I know the cell companies have managed to get federal laws put in place that prevent businesses from implementing their own methods for blocking signals, but it also seems to me that there is enough evidence identifying cell phones as the source of carelessness in hazardous situations that something needs to be done. I think it was Thomas Jefferson who said, "You can’t legislate morality" and I guess it is also true that you cannot legislate common sense.

I actually agree with the store manager in this situation. Not because he may not like cell phones or that it is dangerous, but because I think the majority of his customers are of the same opinion. You stop at a "convenience store" for convenience and waiting for someone to attend to their transaction because they are talking on the phone is not convenient.

Bill Bittner, Principal, BWH Consulting

It's amazing what some retailers will do to alienate some customers. While the owner of this store says customers are important, his actions here show something completely different. Sure, some customers will think this is a perfectly good idea but others will simply find another store the next time.

Can such a policy make sense if he loses one or two customers a day? Yes, we all want to get through lines quickly, but the answer is not in a policy that sends some customers away. Hmmmm, maybe the answer is to hire more help in the store so customers are served quickly?

George Whalin, President & CEO, Retail Management Consultants

We support the notion that using cell phones in public places is generally rude behavior and customers need to respect each other. We also support the store manager's motivation. However, the tone and manner is all wrong and can set off customers in our entitled society.

Some better ways to send the same message:
1) Post "the top 10 ways to help us move faster." Include staying focused on the task at hand, hold your phones or Blacksberries until after lunch, help your child decide what to get before getting to the counter, choose from the specials, etc.
2) Use comic strips. Humor abounds on the internet, especially about technology. Find a ridiculous picture of people doing annoying (and dumb) things on cell phones and post it with a kinder, gentler, "We'd prefer to prepare your food rather than listen to your calls."
3) Create a cell-free zone the way hospitals do. Use color. Make it fun. Communicate that the cell-free zone is a courtesy to your customers' peace of mind in today's chaotic world.

Mostly, communicate the reasons why and do so with a smile!

Alison Chaltas, EVP, GfK Interscope

Wow. I am truly amazed at some of these comments. I grew up in a time where you get your first cell phone before you get a car, and yet my mother still taught me proper manners independent of any technologies.

While I understand that we are all addicted to our Blackberries, PDAs, and cell phones, there is a time and place for all things. If a call comes through that is so important that you must take it while waiting in line, clearly it is more important than the purchase you are about to make. Step out of line. Re-enter the line when your call ends. Easy.

I absolutely applaud the c-store owner for posting the sign. If someone is so rude that they can't get off the phone for one minute to make a purchase, do you really think they'd be offended by the signage? Rules and signage do not offend me; people with no sense of etiquette do.

'KRK5398'

Geez...there are more posts for this topic than many other more "mission critical" retail issues normally discussed on a daily basis. However, this is a fun one.

I appreciate what the owner is doing, however, a safer sign seeking to refrain usage out of courtesy would probably achieve the same results but with a better tone.

Two notes:
1) I guess this convenience store will not be participating in the new medium of mobile marketing and driving more store traffic and revenue via mobile advertising and mobile coupons?? That would require actually require taking your cell phone out in the store - for which you would be banished!!

2) I actually enjoy the forced eavesdropping of people on the phone while in line and hearing their life's stories of kids, troubles, and tribulations. Actually quite entertaining...

Mike Romano, President, SmartReply Mobile, Social & Digital Marketing

An interesting question and an important one. This is a little off topic but consider this: we now know that talking on a cellphone while an airplane is in flight is safe but it remains forbidden. What will happen when an airline eventually decides to break from the pack and allow cellphone calls on flights? From the responses today, I think it will be a mixed bag to say the least.

'erkel'

The sign's wording is a bit off, but I wholeheartedly agree with the principle. Indeed, I'd like to see similar signs posted in more retail outlets. Chatting with family, friends and colleagues in the retail space is annoying enough (what with all the aimless pacing back and forth), but at the POS it's not only annoying, it slows down the process and, quite honestly, it's rude. Note that this merchant's sign specifically addresses cell use in the checkout lane - a space where we all know consumers have some serious issues with wait times, among other checkout issues. If a customer wants to chat, let them do so elsewhere in the store or, better yet, outside.

I've seen similar signage in several mom-and-pops. It reminds me of the "no shirts, no shoes, no service" signs. In essence, such signage makes customer service the two-way street that it actually is. Yes, the onus is largely on the merchant to provide good service, but the customer also bears responsibility. Such signage reminds and educates the customer about their responsibilities. Will merchants lose some customers? Maybe. But I have to believe more customers will welcome the signs - and quick-moving, cell-free lanes - than oppose them.

Tim Henderson, Independent Retail Consultant, Independent

Poor retail vision. This clearly violates personal freedoms, and is not in the best interest of customer service. People speak on their cell phones not just because they want to, but many times because they have to. Respecting this allows the retailer to understand their customer's needs while giving the customer the benefit of the doubt. This retailer is clearly more concerned about selling more product than giving their customers the freedom and flexibility to speak on their cell phones.

Kai Clarke, President, Miraclebeam Products, Inc.

The sign's wording needs work, but what's wrong with the cashier just voiding the sale and waving the next customer forward? It's not like the blabber is going to notice? And if they do, they'll soon get the message.

'PosMan'

Great topic. I am with the store owner. Most annoying is when they get up to the register and pull out a checkbook and proceed to write a check and try to fish out their ID all the while still blabbing away. Our society cannot drive, shop, eat out, walk through the neighborhood and some cannot even attend church without a cell phone. The etiquette issue will not go away.

'OscarSmith'

I am in a retail business that has prided itself on top notch customer service for 138 years. I think cell phone use while in a store is rude and disrespectful to other customers, to the staff, and to the person on the other end of the phone who may not know that at least one and often both sides of the conversation are being shared with a multitude of others. I cannot provide great customer service to someone on the phone. It is disruptive to others trying to engage in a transaction and it can also be a security threat.

John Joseph, Vice President, Josephs Jewelers

When the general public is so inconsiderate that they will hold up a line while they conduct personal business, so inconsiderate that they subject other customers to the half of the cell conversation that they are having...for gosh sakes, this is rude behavior and should be outlawed. No real mother would ever teach a child to act in this manner. If people cannot control their behavior, and insist on being rude then I applaud any merchant who would deny service to anyone using a cell phone in their store. Furthermore, I predict that one of the hottest electronic products in the future will be cell phone blocking devices and hopefully they will become standard equipment on all vehicles.

Ed Dennis, president, Dennis Enterprises