October 28th 2024.
M&S, the beloved brand known for its quality products, is constantly looking for ways to enhance the shopping experience for its customers. And now, they have come up with a new plan to make the process even more convenient and efficient - self checkouts.
These new self checkouts will be rolled out in 180 of their stores, with the goal of reducing the time spent waiting in line. The idea is to have these self-service tills not only at the main checkout area, but also in the changing rooms. This way, customers can try on their chosen items and pay for them without having to queue twice - once to try on the clothes and then to pay for them.
Sacha Berendji, the operations director at M&S, shared the brand's vision, saying, "We want customers to be able to walk straight into the fitting room, try on their clothes, and then pay and walk out without any hassle." It certainly sounds like a great idea, doesn't it?
However, not everyone is thrilled about this new technology. The change has raised concerns about shoplifting among some, including Archie Norman, the retailer's chairman. He expressed his frustration about the lack of support from the police when it comes to theft in stores, specifically from the middle-class customers.
Some have even warned that this change could lead to an increase in shoplifting. Archie explained, "With the reduction of service in a lot of shops, you see a lot of people thinking, 'Well, this didn't scan or it's difficult to scan, and I shop here all the time, so I deserve it.'" This has caused some members of the public to criticize the brand's decision, calling it "stupid" and "not a wise move."
But Sacha reassured that this potential issue would be addressed by having staff "hosting" the changing rooms, making sure that no customers have the opportunity to take something without paying. And, some customers who have already seen self-service tills near the changing rooms have been pleased with the change.
M&S will also be trialing larger self-service tills with conveyor belts in their food halls, similar to the ones operated by staff members. This will be especially helpful for customers with large trolley loads. This change has already been implemented in 42 stores and has been well-received by shoppers.
It's worth noting that customers will not be forced to use these self-service tills, as there will still be manned tills available for those who prefer them. M&S is always looking for ways to improve the shopping experience for its customers, and these new self checkouts are just one of the many ways they are doing so. Have you experienced the new self checkouts yet? Share your thoughts with us!
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