Harvey Groves’ Post

📢 Understanding the Role of Cashiers in Modern Retail I recently came across an insightful article that dives deep into the evolving role of cashiers in the retail industry. As technology and customer expectations change, so does the job of a cashier. 🔍 The article highlights several key points: The integration of technology in cashier roles, such as self-checkout systems and mobile payment options. The importance of customer service and how cashiers are often the face of the retail experience. Challenges cashiers face, including dealing with difficult customers and managing long hours. 💡 Key Takeaways: Adaptability: Cashiers need to be adaptable and quick to learn new technologies. Customer Interaction: Despite technological advancements, human interaction remains crucial. Training: Continuous training is essential to keep up with industry changes. This article is a great read for anyone in the retail sector or those interested in how frontline roles are changing. 📖 [Link to the article] #Retail #CustomerService #Technology #Cashiers #IndustryInsights

𝐓𝐡𝐞 𝐂𝐮𝐫𝐢𝐨𝐮𝐬 𝐂𝐚𝐬𝐞 𝐨𝐟 𝐂𝐚𝐬𝐡 𝐄𝐱𝐜𝐞𝐬𝐬: 𝐀 𝐑𝐞𝐭𝐚𝐢𝐥 𝐈𝐧𝐬𝐢𝐠𝐡𝐭 Today, as I was closing out my shift from 3 PM to 1 AM, one of my cashier colleagues encountered a cash excess on his sales report. In our hypermarket, we follow a strict protocol where we hand over the day's sales to the Cash Control Office (CCO) at the end of each shift. Here, the cash and card sales are meticulously compared with the system-generated report to ensure there are no discrepancies. However, today was one of those days where my colleague had to think hard about how this excess might have occurred. Interestingly, I've noticed that such mistakes tend to happen more often when the hypermarket is slow, with fewer customers. When we're busy, such errors are rare. Why does this happen? It seems that during slower periods, cashiers might become less focused, leading to distractions and potential errors in cash handling. Conversely, during busy times, the constant flow of customers keeps us in a focused rhythm, reducing the likelihood of mistakes. To address this, we can implement several strategies: 1. Regular Training and Refreshers: Conduct regular training sessions and scenario-based training to reinforce best practices. 2. Clear SOPs: Develop and maintain clear standard operating procedures for cash handling, supported by checklists. 3. Use of Technology: Implement cash management software and cash counting machines to reduce human error. 4. Regular Audits and Spot Checks: Conduct regular audits and random spot checks to ensure compliance. 5. Focused Environment: Create a distraction-free environment and schedule regular breaks to maintain focus. 6. Clear Communication: Encourage open communication and a feedback loop among team members. 7. Customer Interaction: Engage with customers while maintaining focus, and double-check transactions. 8. Documentation and Reporting: Keep detailed records of discrepancies and ensure accurate daily reports. This experience highlights the importance of maintaining focus and vigilance, regardless of how busy or slow the day might be. It's a valuable lesson for all of us in the retail industry. #RetailExperience #CustomerService #CashHandling #RetailInsights #FocusAtWork #RetailLife

🚨 Are shoppers turning against self-checkouts? 🚨 It seems so! Many UK shoppers are opting for human cashiers over self-checkout machines. Here's why: Human Interaction: People appreciate the personal touch and are willing to queue longer to support cashier jobs. Tech Frustrations: Machine errors and the hassle of self-checkouts turn many away. Sometimes, these areas are closed due to lack of staff. Retailer Reactions: Booths supermarket has even removed self-checkouts, focusing on a more customer-friendly experience. Have you noticed this trend? Do you prefer self-checkout or human cashiers? Let us know in the comments! #Shopping #Retail #CustomerService #UKShopping #SelfCheckout

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Self-Checkout vs. Cashier: Which is your go-to at the store? 🛒 I explore this debate in this latest article. Check it out here! https://lnkd.in/gP5snCZN #RetailTech #SelfCheckout #CustomerExperience

Designing a new technology that can be used by anyone without any training or manuals is always a tough call. Automated supermarket checkouts are a great example of this, any one that uses them will know they can often come with additional frustration. So they are pretty "marmite" people either love them or hate them. But however you feel often you have no other option than to use them, as traditional checkouts are removed or never staffed. I am sure we have all had the "Unexpected item in the bagging area" delay, even when we have not added anything unexpected. 🙄 Thankfully many stores have now removed that from the software but there are still a list of remaining "niggles". One being having to stand and wait for someone with a pass and a code to come when there is an issue.⌚ Especially if the issue is with age related products, you know as you put the wine in the basket you will have to stand and wait for authorisation. This latest upgrade from Sainsbury's hopes to resolve this by letting a member of staff resolve issues from a device at a central point rather than walking to each checkout. 🤞 It seems an obvious solution to the problem...but I now have visions of operators on high chairs like life guards. 😂 Although I suspect the benefits of "real time data gathering" has been there since the start of these checkouts as that functionality has been in staffed checkouts well before these were even thought of. #RetailTechnology https://lnkd.in/erefYKxj

“So imagine the wow factor. Instead of sitting there and watching that person in an analog safe counting cash, Brian and I would sit and watch these people. They would pick up their cellphone and then "cha-ching" they got paid” Justin Roberts, Co-CEO of Kickfin, describes the incredible experience of seeing employees receive their cash tips digitally in real time. Together with his business partner and fellow Co-CEO, Brian Hassan, they have built Kickfin. A digital platform that has transformed how hospitality workers receive their tips, offering them greater security, efficiency, and a sense of financial ownership after each shift. “We get so granular with some of these things. And then we're going to put it right in the employee's bank account. Win, win, win.” Brian Hassan points out." Kickfin’s story is one of innovation, resilience, and genuine care for the industry they serve. By prioritizing the needs of both operators and employees, Brian and Justin have built more than a business, they’ve set a new standard in the hospitality world. Watch this week's Digital Hospitality to learn more about how Kickfin’s innovative software is setting a new standard for tip management across restaurants and bars nationwide.

Interesting read, Asda moving towards colleagues to deliver improved customer satisfaction rather than the speed and efficiency of machines. Its not a case of removing self service till, but ensuring during peek times more colleagues are available on the existing traditional checkouts. I mean who'd have thought it? #CX #AI# Tech #Customersatisfaction #moreworkhours

🚨 Words can make or break the Customer experience 🚨 If you watched my Marks&Spencer video, you know that one of their customers had a heated exchange with an employee at the self-checkout... ...culminating in the customer throwing items on the floor and leaving without making a purchase. Scenes like this are not uncommon in customer-facing roles. So, what could the M&S employee have done to prevent the situation from escalating? 1# Be objective: “I noticed a few items may not be scanning...", rather than stating "You are not scanning everything" 2# Blame it on the scanner: “These automatic scanners are not great sometimes and don’t scan properly…” 3# Use the 'I'm on your side' card : “I just want to make sure you’re not charged incorrectly…” Have you ever had a heated conversation with a customer? What did you do to de-escalate the situation?

As the store lines grow longer and customers become increasingly frustrated, it's essential to address the root cause of the issue: cashier performance. Improving cashier performance requires a multi-faceted approach that focuses on enhancing their skills, streamlining processes, and fostering a positive work environment. Firstly, it's crucial to provide cashiers with comprehensive training that covers not only the technical aspects of operating the point-of-sale system but also essential customer service skills. This training should emphasize the importance of maintaining a calm and composed demeanor, even in the face of challenging customers. By equipping cashiers with the necessary skills and knowledge, they'll be better equipped to handle the demands of their role, leading to increased efficiency and reduced wait times. Another critical aspect of improving cashier performance is to optimize the checkout process. This can be achieved by implementing simple yet effective strategies, such as designating specific lanes for customers with fewer items or offering self-checkout options. Additionally, ensuring that cashiers have access to the necessary tools and equipment, such as scanners and printers, can help to minimize delays and reduce frustration. Furthermore, recognizing and rewarding cashiers for their hard work and excellent performance can go a long way in boosting morale and motivation. This can be achieved through employee recognition programs, bonuses, or even simple gestures of appreciation. When cashiers feel valued and appreciated, they're more likely to take pride in their work, leading to improved performance and a better overall customer experience. Lastly, fostering a positive work environment is essential for improving cashier performance. This can be achieved by promoting open communication, encouraging teamwork, and providing opportunities for growth and development. When cashiers feel supported and empowered, they're more likely to provide exceptional customer service, even in the face of challenging situations. By implementing these strategies, you can significantly improve cashier performance, reduce wait times, and create a more positive and enjoyable shopping experience for your customers.