At odds about new grocery "Scan It" system...

**Sheepystitious** · 04-07-2009, 12:45 PM

My local Stop & Shop, the one I frequent, just started a new "Scan it" system. You take a cool handheld scanner and bag your own groceries as you shop. It enables you to see a running tally of how much $$ you are spending, chimes in with coupon offers on foods just for you (which I haven't used), and helps me check out quickly, as my items are already bagged.

They're using this on the "honor system", but also threaten to do random audits on orders to keep theft at bay.

I tried it the other night for the first time, and I LOVED it. I was able to stay within my budget without guessing how much $$ was in my cart.

I usually bag my items myself because many grocery baggers think it's acceptable to put two small items in each plastic bag (fill up the bag!!) and I bring my own bags. But I always feel rushed in line when there are people behind me, too. It was a great feeling to feel calm while bagging my own groceries for a change!

The reason I'm at odds over this system is because it seems like a corporate ploy to eventually cut down on employees working in each store (the same way I feel about self check out lines). My mother, a bank teller, is experiencing a similar frustration. She's being forced to sell a convenient way to complete bank transactions by ATM or online "so that the customer doesn't have to wait in long lines" inside the bank.

All these "programs" are trying to sell convenience to the consumer and only caring about the bottom line. It sounds like bad employment news in our future, though! Reminds me of outsourcing (yep, that was a GREAT idea).

Am I wrong to feel the pull in each direction? I KNOW what the real reason for this program is, but I LIKE the convenience for myself. Still, I feel like I have some 17 year old's job on my shoulders...

**elphie** · 04-07-2009, 01:41 PM

We had a similar discussion a while back about self scanners and my position is the same now as it was then, though I know some disagree...

Ultimately some jobs will be lost for this system BUT some jobs will be lost if everyone is making their own laundry detergent, growing more of their own food, cooking from scratch, avoiding frivolous spending, etc. In other words all of the things that we spend hours discussing on this forum. I personally feel that the market is responsible for earning my business by offering something I am willing to pay for. If I am not willing to pay for someone bagging my groceries then the market has no choice but to adapt. JMHO

ETA: My mom is also a bank teller and she loves encouraging her customers to use the online system and showing them how it can work for them, the same with the ATM/Debit system. The reason she enjoys it is because she knows it makes life easier for her customers and my mom is all about customer service. Because of her helpful attitude about it she is the person people wait in line to see while other lines may be shorter, some even drive out of their way to visit her branch. Ultimately customer service saves jobs, people are willing to go to the bank for someone truly helpful, and people will be willing to wait in line if checkers and baggers are truly helpful.

**monkeywrangler71** · 04-07-2009, 02:08 PM

Companies that do not stay up with technology end up going out of business, and then everyone's job is gone. If they can offer a service that adds value to the customer, that makes shopping in their store or dealing with their bank more convenient/easier/less time consuming/more accessible, then they will retain customers and increase their market share. That might mean fewer cashiers/tellers, but it means more equipment purchases (manufacturing jobs), as well as more staff in IT support and development.

When I worked at the bank I also used to love showing my clients how to use our machines and online banking to make their lives easier and to reduce their wait times. That was 10 years ago, the bank had about 60000 employees at the time, they now have 80000.

**justpeachy92** · 04-07-2009, 02:15 PM

I understand your thinking about the new system taking a job from someone else. However, the store may find the honor system doesn't work and will place more employees in the aisles watching for shop lifting. Another benefit to more employees on the floor would be the ease of finding someone to get something for you off the top shelf, or find out if there is more of an item in the stock room.

**Judi Dial** · 04-07-2009, 02:17 PM

Personally, we avoid self-checkout for just this reason. I would rather have kids, the handicapped, retirees, etc. bagging my groceries than on the public dole! We do banking online, but also make use of our walk-in banks too.

Judi

**CatholicRose** · 04-07-2009, 02:26 PM

As long as the prices reflected the store's saved expenses, I wouldn't mind scanning and bagging my own groceries. But I'd want details, like what if the shelf price and the scanner price don't match up?

It's when I am paying just as much to do it myself that frustrates me, like the "self-checkouts" at WM (I am the customer; why am I paying them if I'm doing all the work?). And I hate it when I can't find an employee to help me when it is needed! It's so frustrating to be unable to reach an item on the top shelf, and have to walk halfway across the store just to find someone to get it down. I usually just go without the item instead.

I agree with Elphie about customer service. Honestly, if the customer service at one store is better than average, I'm willing to pay a little bit more or go somewhat out of my way, because it really can be stressful to deal with bad service. And I will not shop at certain stores whose customer service is consistently bad... unless maybe they are just giving stuff away for free, lol.

**Lady_V** · 04-07-2009, 02:46 PM

I have used the 'scan system' at S&S too... I love it! Putting things in my own bags, the way *I* want them. I would shop only at S&S if the prices weren't a lot higher than the local Market Basket.

Stores are going to cut back on cashiers, they already have... how many times have you been the 14th person in line and only 3 of the 12 registers open?

Given the choice between having to scan & bag my own or paying another price increase to keep all 12 registers open... I'm really sorry, but my wallet only opens so far.

**Sheepystitious** · 04-07-2009, 02:52 PM

You all make some great points! I appreciate it - I feel better now about using a system I like!

Thanks!

**Thevail** · 04-07-2009, 03:13 PM

I'd use the new system, but make a point of finding a question to ask a cashier!!

Best of both worlds.

**JanieD** · 04-07-2009, 03:59 PM

I like to bag my items now, but feel rushed at the checkout just writing a check. Everyone's in such a hurry... the other people in line, the cashier, the bagger. I'd prefer scanning & bagging my items as long as prices are correct. How often doesn't everything ring up the right price though? I think that would be my only problem.

Now banking is a different story. I dislike using the ATM (safety is a big issue) & I'm not into the online banking thing. I just prefer dealing with actual people at the bank. You really can't compare the two since the level of service & training is so different.

**kaurand554** · 04-07-2009, 05:08 PM

I love it because I see the price that is charged and make sure it is correct! I also get to see my total as I shop; deters that impulse buy if I am close to my budget.

I was not sure how the "honor system" would work; but it must be, has been around awhile now (here anyway, about a year). My cart has been checked on occasion; once it the beginning it had the cashier rescan everything in my bags; now it seems to occasionally ask for six random items to be checked.... which seems to tie into when I spend a lot of time in store and have scanned and removed an item from my shopping cart (usually because I could not find a price to begin with!)

Love it!

As for jobs; there are 4 self scan aisles in the S&S where I shop to one "cashier/troubleshooter"

Stop & Shop is usually higher than Aldi's or Price Rite or even walmart super stores; in this economy if they do not take cost cutting measures all S & S employees will lose their jobs.

Just my thoughts. Also gives me extra savings :-).

**mombottoo** · 04-07-2009, 07:30 PM

They don't have the system you are talking about around where I live, but we do have self-checkout lanes...and I avoid them like the plague.

I figure if stores want me to tally my order and bag it, then they can darned well give me a discount for doing it...since I am helping them cut employment costs if I used it (1 clerk as opposed to 6). It bugs the crap out of me that everything is becoming so automated...I love chatting with a human when I am shopping and/or banking.

**MomToTwoBoys** · 04-07-2009, 07:37 PM

If it means that they improve the remaining customer service because of it, I'm all for it. I'd rather scan and bag my own stuff and know it's being done right than have to deal with uncourteous behavior from a teenager or an adult who is having a bad day.

I don't think the customer service level as of now constitutes saving the job of someone who is only there for the money and not to make any of the customers feel like they're welcome anytime.

**Guest57** · 04-08-2009, 02:24 AM

Know why people are becoming so anti-social these days?!...because everything is going towards do it yourself, such as those self scanners, ordering groceries online and having them delivered, text messaging, and the list goes on...I understand it but I don't think all this technology has done us many favors!! Oh, well, what can you do...

**MoonMommy** · 04-08-2009, 08:56 AM

I would use it.
I live in a small town. The whole "reusable shopping bag" thing isn't real big here. I try to use the self check so that I don't hold up the lines. If the self check is closed, I try to find a cashier that I know or that I have used before. Otherwise, I sometimes feel like they think it is a hassel that I have my own bags.

Maybe they could move the employees around to do something else, like cleaning and stocking. I hate going into a dirty grubby food store. I just won't buy my food there.