newsobserver.com projects - You're on the clock... - Comments

Re: You're on the clock...

MiCouponNews — Wed, 19 Nov 2008 22:54:39 -0500

Several years ago, a local cashier told me that they were being timed. (Yes, I was attempting to make small talk, but very small.) Then she told me the specifics - amount of time + number of items scanned. I couldn't believe it. She obviously had NO time to talk in order to move as quickly as they were expecting her to move. (Unless you are really good at multi-tasking.) Poor cashiers...just production...and no real customer service.

Maybe we should just let the store managers know that we prefer customer service with a smile, not with lightening speed.

Of course, they could always put in self-checkouts if they simply want producation.

Re: You're on the clock...

thetravelingjs — Mon, 17 Nov 2008 18:58:44 -0500

It all boils down to money. I studied time efficiencies in economics and the more efficient two cashiers are the less money they have to pay for a third cashier or that third cashier is doing other important work for the company. They definitely are taking customer service out of the equation and a little timely friendly banter only made a customer feel welcomed and likely to return. A society becoming desensitized as people.

Re: You're on the clock...

thetravelingjs — Mon, 17 Nov 2008 18:57:51 -0500

Re: You're on the clock...

sunnysis — Mon, 17 Nov 2008 18:23:08 -0500

Allow me to speak for the person in line behind the chit-chatters - I'm happy. I have been at several stores where the customer in front me has to make sure the cashier hears her cute story about or the shopper hasn't seen the cashier in a long time and wants to catch up. Probably I'm not waiting that long - but sometimes it feels like an eternity.

Sorry if I sound grouchy - I like a friendly cashier - but not when I'm waiting to get home.

Re: You're on the clock...

rlttalk — Mon, 17 Nov 2008 16:32:51 -0500

I have worked as a grocery cashier before, and even way back in 1997 (!) they were timing us. The cash registeres are probably a bit more advanced now, but there were ways of "stopping the clock" so you could take the time to interact with customers, or stop and bag their groceries. You may not be able to beat the system the same way anymore.

That being said, this was a small grocery store with 5 or 6 checkouts, and certainly no self checkouts. There's a lot to be said for being pleasant, but at 5:30 when people are stopping in for a couple things on their way home, the customers did not want to wait in line any longer than necessary.

Re: You're on the clock...

kg4rmt — Mon, 17 Nov 2008 14:02:28 -0500

I've been a cashier and there's a fine line between being friendly, but staying efficient while doing so. It helps to be a multi-tasker so you can perform your duties while listening and making small talk. After the receipt is printed and items are in the bag or car, it's definitely time to move on to the next customer. Performances are timed in many other jobs, so I'm not surprised at this retail development.

Re: You're on the clock...

slfore — Mon, 17 Nov 2008 13:19:43 -0500

Well...now that is being downright unfriendly. I too chat with the cashier as he/she is ringing things up. I feel like an appreciated customer if the cashier is friendly and is concerned about my shopping experience. I do understand the need to not just stand there and chit/chat, doing nothing while those behind are patiently waiting in line. I have had that happen and it is irritating. But the vast majority of cashiers are efficient and friendly at the same time. I would tend not to go back to a grocery store that was so rigid about employee/customer interactions.

You're on the clock...

suestock — Mon, 17 Nov 2008 12:42:12 -0500

To me, one of the best parts about shopping is having a chance to chat with the cashiers. Of course, part of that is because it's my job to know what's going on in stores, and employees are always the ones with the scoop. But part of it is also just because I like talking with people. At stores where I am a regular, I know many of the cashiers by name.

So I was surprised by this Wall Street Journal story about an efficiency program being implemented by midwestern grocery chain Meijer. The company is timing its cashiers, starting the clock when the customer's first item is scanned and stopping it when the receipt is printed. The faster you go, the more efficient you are deemed. I understand that companies need to look for efficiencies wherever they can nowadays, but I have to wonder if this will backfire. Who likes to feel rushed when they are giving a store some of their hard-earned money?