March 23, 2020 § Leave a comment
To properly limit food sales supermarkets need to get rid of trolleys so that customers can only shop with baskets.
Less food would fly off the shelves and certainly slower than at the current hysterical rate.
Supermarkets could easily have worked this out for themselves – so what am I missing?
The panic buying that’s going on is selfish and horrible. People are finding ways round the ‘limits’ that supermarkets are imposing on customers to make sure that their family is alright. They would prefer to take every member of the family, each of them to fill a trolley to the max, so that they have food, even though they know that it will deny NHS workers and the vulnerable basic and essential goods.
Therefore a ‘limit’ of 2 packs of toilet rolls becomes 8 or 10 packs of rolls per customer in reality when all the family have filled their trolleys.
I’m naive. I didn’t even realise that people were doing this until a sales assistant in Waitrose told me about it as I was looking at empty shelves. So the supermarket is well aware of what’s happening. I don’t want to single out Waitrose because I’m sure the the same is true of Tesco, Asda, Morrisons and the rest.
I picked up another story (online so I know I’m not giving anything away) about people filling their trolley, leaving the supermarket to pack it all into the car and then going back in for more. Sales assistants wouldn’t actually remember the customer’s face – who anyway would probably choose another assistant to serve them or alternatively select self-checkout. And what could happen anyway if the sales assistant DID notice that the customer had returned?
Of course, customers will find a way round an attempt to limit food sales by shopping with baskets. But baskets will be much more inconvenient for them than loading up trolleys full of food and loo rolls.
July 24, 2019 § Leave a comment
No you can’t help me!
When I walk into a shop laid out for browsing I don’t want a sales assistant to rush up to me and gush ‘Can I help you?’. Frankly, If I wanted help, I would ask for it.
Why have a shop layout which encourages customers to have a good look around if sales assistants are going to hound them from the time they walk through the door.
Maybe I sound like a grumpy old woman. I’m not. (Grumpy). But I’m definitely old enough to ask for information/advice when I need it – however I probably won’t know what help I need until I’ve had a look around the shop and realised I can’t find what I’m looking for. Or maybe I’ll want “that one in a different colour/size” when I see one in the wrong colour/size. It’s one of retail’s biggest mistakes in my opinion – to get people into their lair and then turn them off by hassling them like it was a bazaar.
There used to be more counters, definite ‘don’t walk beyond this spot’ barriers, where customers expected attention from sales assistants and wanted, actually needed, their help because they couldn’t get what they wanted it without it. In fact, waiting too long before being served was annoying. In that arrangement ‘Can I help?’ was exactly what you wanted to hear.
Then there’s the complete opposite of all this – the shop where it’s hard to find a sales assistant in the first place and when you do, they don’t want to help.
I was shopping for a bra the other day – one to fit with a new dress because none of the bras I owned did the job. I went to my favourite lingerie department, looked through the rails, couldn’t find what I was looking for and went in search of a sales assistant. I imagined a salesperson would know the stock and be able to help since I was looking for something pretty specific.
When I finally found a sales assistant, which wasn’t easy, she was restocking a fixture. I felt like I was interrupting as opposed to wanting to give the store business! Her response was to trot over to where I had already looked and tell me that the bra I had described used to be there but evidently wasn’t anymore. And that was it. She went back to stocking the fixture, giving no advice as to how I might find the bra or paying me any further attention.
(In case you’re worrying, I found the bra eventually – from the same retailer but online. For the men who are reading this, bras are like shoes – better tried on, even if you know your size, so online isn’t ideal.)
I don’t want to get into the ‘every customer is different’ and ‘every shop is different’ debate. There is a one-size-fits-all solution and it should be used. The clue lies in the job title, sales assistant. ‘Sales’ – that bit’s easy: on behalf of the business, sales assistants will handle transactions. Assistant – their job is to help – when the customer needs help but not to mob or avoid helping by stocking shelves. Problem sorted.