Booths, a top supermarket chain in the UK, is making waves with a major decision to ditch most of their self-service checkouts. The chain, which has 27 stores across Northern England, is known for its quality and great customer service, earning it the nickname “the northern Waitrose.”
But now, they’re taking a step back from automation and focusing on something even more important—human connection. Booths is bringing back fully-staffed checkouts in nearly all of their stores.
The reason behind this decision? The customers! Booths listened closely to what shoppers were saying, and they weren’t happy with the self-service tills. People complained that the machines were too slow, didn’t work well, and lacked that personal touch.
Nigel Murray, managing director at Booths, explained, “We’re committed to providing high levels of personal care, and our customers have told us they want more interaction, not machines that are frustrating and cold.”
This move fits perfectly with Booths’ values, which have always been about giving shoppers a warm and personal experience. Unlike many other retailers, who are adding more self-service machines to cut costs, Booths is sticking to what they do best: customer service.
There’s another reason why this decision is getting so much attention. Shoplifting has become a big problem in stores with self-service checkouts. The British Independent Retailers Association (BIRA) said that theft is much easier with these machines because there’s no cashier to stop people. This raises questions about whether self-checkouts are really worth it if they make it easier for thieves.
Even though Booths is removing most self-checkouts, there will still be two exceptions. The stores in Keswick and Windermere, both located in the busy Lake District, will keep their self-service machines because they have a high volume of customers, and the tills are popular there for convenience.
Booths has been around since 1847, and their long history is built on great customer service. By sticking with human cashiers, they’re showing that personal interaction still matters. “In a world full of technology, we choose real people over robots,” is what Booths seems to be saying with this decision.
This move is creating a lot of buzz. At a time when many companies are switching to machines, Booths is proving that sometimes the old ways are better. By focusing on face-to-face customer service, they’re setting themselves apart from the competition. What’s your take on this bold decision?
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