I have watched through the years as other grocers have installed them and sometimes later de-installed them. http://www2.tbo.com/news/money-911/2012/aug/12/bznewso1-ikeas-self-checkouts-prove-self-defeating-ar-460793/ The reason why grocers want them is to cut down on front end labor.
The front check-out experience is the ONLY guaranteed interaction we can have with a customer. It is our main chance to be friendly and efficient and to leave the customer walking away with a warm, fuzzy feeling about MOM’s and our staff.
To forfeit that experience in an effort to cut a small amount of costs is as short-sighted of a strategy as I can imagine. Not only does is take away a grand opportunity to impress the customer, it actually makes more for a negative experience for the customers- as it takes them longer to check out and it’s more work for them.
I scratch my head wondering how these leaders of large corporations with their Wharton and Harvard Business School degrees can lack such foresight, focusing only on the very short-term, rather than the not-too-distant benefits of a customer’s positive shopping experience.
I think that it’s quite easy to compete in the retail business, not because MOM’s is so great, but because others are so bad!