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Why several big-box stores have ditched their self-checkouts

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After Dwayne Ouelette took over the Canadian Tire in North Bay, Ont., last year, he decided to buck the trend and ditch the store’s four self-checkout machines — which had been there for a decade.

“I’m not comfortable using them and I don’t think some of my customers are comfortable [either],” said Ouelette, who removed the machines in July and replaced them with cashiers.

“I’d rather my customers see my cashiers and if there’s any questions or concerns, at least there’s somebody they can talk to.”

When self-checkouts began their rise to prominence about a decade ago, they were seen as a way for retailers to cut labour costs and speed up the checkout process.

Soon, the machines outnumbered cashiers in many stores. But now, some big-box stores that previously embraced self-checkout have backtracked, and re-embraced an all-cashier, full-service format.

Along with North Bay, a Canadian Tire in Mississauga, Ont., recently ditched its machines.

In July, the Canadian Tire in North Bay, Ont., removed its four self-checkouts and replaced them with cashiers. (Félix Hallée-Théoret/CBC)

In the United States, three Walmarts in Albuquerque, N.M., abandoned self-checkout over the past two months. And in England, Booths supermarket is phasing out the machines in 25 of its 27 stores.

Retail adviser David Ian Gray predicts more stores will follow suit. “When self-checkout got introduced, it was heralded as a really great technology play to help improve the customer experience,” he said. “But the truth is, there’s a lot of friction.”

That friction includes technical hurdles, like when the machine freezes due to an “unexpected item in the bagging area.” There’s also growing customer anger over feeling forced to use self-checkout and something the retail industry is not keen to talk about: theft.

“Theft is a big, big issue,”  said Gray with Vancouver-based DIG360 Consulting. “At the self-checkout area … you don’t have the eyes on you like you would with the cashier.”

15% stolen at self-checkout: poll

It’s difficult to gauge the theft problem due to a lack of statistics. The Retail Council of Canada has said shoplifting is on the rise, but that it doesn’t track self-checkout theft.

In July, CBC News asked several major retailers about this type of theft, but none directly answered the question.

Retailers were more forthcoming in an industry-funded study published in 2022. In it, 93 retailers across the globe estimated that as much as 23 per cent of their store losses were due to a combination of theft and customer error at self-checkout.

And a new survey commissioned by U.S. personal finance website LendingTree found that out of 2,000 Americans polled online last month, 15 per cent admitted to stealing at self-checkout. Twenty-one per cent said they’ve accidentally taken an item without scanning it.

“That’s an awful lot of people who are walking away from self checkout without paying for stuff,” said LendingTree chief credit analyst Matt Schulz. “For all the upside that there is with self-checkout for retailers, there’s a lot of risk as well.”

Derek Shogren, general manage of the Canadian Tire in North Bay, says self-checkout theft was only a small part of why the store ditched its machines. He says the main reason was to make way for a new system where all shoppers wait in the same line for the next cashier. (CBC/Félix Hallée-Théoret)

Back at Canadian Tire in North Bay, general manager Derek Shogren says self-checkout theft is an issue, but that it was only a small part of why the store ditched its machines.

He said the main reason was to make way for a new system where all shoppers wait in the same line for the next cashier.

“The flow is a lot better,” he said. “Canadian Tires carry so many big products, whether it’s snowblowers, gazebos, generators that don’t really lend themselves to self-checkouts.”

Customers CBC News spoke with said they are happy with the new format in North Bay.

“I prefer this just because I like the contact with person to person,” said Audrey Amanda.

“I’m happy to see that their self-checkouts are gone,” said Robin Clay, adding that some stores now are almost all-self-checkout.

“You really don’t have a choice and it’s kind of upsetting.”

 

Self-checkout theft has more stores asking for receipts

 

Featured Video​​Self-checkout theft is a growing problem for many Canadian stores, and some have started checking shoppers’ receipts to try and prevent it — despite backlash from customers.

What about the other stores?

The general manager of the Canadian Tire in Mississauga that removed its four self-checkouts earlier this year told CBC News that theft and customer preference were factors in its decision.

CBC spoke with customers outside the store and got mixed reviews.

“It’s moving backwards,” said Junaid Chaudhry, who laments the loss of self-checkout at the store. “It’s faster. You don’t have to wait in line with everybody else.”

But Claudette McKay found the lineup at the store moved quickly.

“I think that it’s much more customer-focused. It’s not relying on the customer to do the job for the retailer.”

Outside a Canadian Tire store in Mississauga, Ont., customer Junaid Chaudhry said he prefers using self-checkout and would like the store to reinstate the machines. (CBC/Tina MacKenzie)

Walmart provided no specific reasons why it removed self-checkouts at three Albuquerque stores.

“We continually look at ways to provide our customers with the best shopping experience,” said U.S. Walmart spokesperson Joe Pennington in an email to CBC News.

In England, Booths managing director Nigel Murray told the BBC that self-checkout was ill-suited for the supermarket because it sells numerous unpackaged items that don’t have scannable barcodes.

“We have lots of loose produce, lots of loose bakery items. It slows the whole thing down. It makes it really complicated,” he said.

What’s the future of self-checkout?

Although some stores have removed their machines, LendingTree’s Schulz says self-checkout isn’t likely to disappear as many retailers — and customers — still embrace them. According to his company’s survey, 40 per cent of respondents said they frequently use self-checkout.

Retail adviser Gray predicts that rather than pull their machines, many retailers may start scaling back.

“I think when customers feel they’re being forced into something, it builds up resentment,” he said. “I don’t think self-checkout’s going to go away entirely, but I think we’re going to see a lot of retail swing back into a more balanced choice for for shoppers.”

That’s what happened recently at six Shoprite drugstores in Delaware. A few years ago, the stores adopted a mainly self-checkout model. But in September, following customer backlash, the drugstore’s owner-operator pared down its self-checkouts and added back more cashiers.

 

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The #1 Skill I Look For When Hiring

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File this column under “for what it’s worth.”

“Communication is one of the most important skills you require for a successful life.” — Catherine Pulsifer, author.

I’m one hundred percent in agreement with Pulsifer, which is why my evaluation of candidates begins with their writing skills. If a candidate’s writing skills and verbal communication skills, which I’ll assess when interviewing, aren’t well above average, I’ll pass on them regardless of their skills and experience.

 

Why?

 

Because business is fundamentally about getting other people to do things—getting employees to be productive, getting customers to buy your products or services, and getting vendors to agree to a counteroffer price. In business, as in life in general, you can’t make anything happen without effective communication; this is especially true when job searching when your writing is often an employer’s first impression of you.

 

Think of all the writing you engage in during a job search (resumes, cover letters, emails, texts) and all your other writing (LinkedIn profile, as well as posts and comments, blogs, articles, tweets, etc.) employers will read when they Google you to determine if you’re interview-worthy.

 

With so much of our communication today taking place via writing (email, text, collaboration platforms such as Microsoft Teams, Slack, ClickUp, WhatsApp and Rocket.Chat), the importance of proficient writing skills can’t be overstated.

 

When assessing a candidate’s writing skills, you probably think I’m looking for grammar and spelling errors. Although error-free writing is important—it shows professionalism and attention to detail—it’s not the primary reason I look at a candidate’s writing skills.

 

The way someone writes reveals how they think.

 

  • Clear writing = Clear thinking
  • Structured paragraphs = Structured mind
  • Impactful sentences = Impactful ideas

 

Effective writing isn’t about using sophisticated vocabulary. Hemingway demonstrated that deceptively simple, stripped-down prose can captivate readers. Effective writing takes intricate thoughts and presents them in a way that makes the reader think, “Damn! Why didn’t I see it that way?” A good writer is a dead giveaway for a good thinker. More than ever, the business world needs “good thinkers.”

 

Therefore, when I come across a candidate who’s a good writer, hence a good thinker, I know they’re likely to be able to write:

 

  • Emails that don’t get deleted immediately and are responded to
  • Simple, concise, and unambiguous instructions
  • Pitches that are likely to get read
  • Social media content that stops thumbs
  • Human-sounding website copy
  • Persuasively, while attuned to the reader’s possible sensitivities

 

Now, let’s talk about the elephant in the room: AI, which job seekers are using en masse. Earlier this year, I wrote that AI’s ability to hyper-increase an employee’s productivity—AI is still in its infancy; we’ve seen nothing yet—in certain professions, such as writing, sales and marketing, computer programming, office and admin, and customer service, makes it a “fewer employees needed” tool, which understandably greatly appeals to employers. In my opinion, the recent layoffs aren’t related to the economy; they’re due to employers adopting AI. Additionally, companies are trying to balance investing in AI with cost-cutting measures. CEOs who’ve previously said, “Our people are everything,” have arguably created today’s job market by obsessively focusing on AI to gain competitive advantages and reduce their largest expense, their payroll.

 

It wouldn’t be a stretch to assume that most AI usage involves generating written content, content that’s obvious to me, and likely to you as well, to have been written by AI. However, here’s the twist: I don’t particularly care.

 

Why?

 

Because the fundamental skill I’m looking for is the ability to organize thoughts and communicate effectively. What I care about is whether the candidate can take AI-generated content and transform it into something uniquely valuable. If they can, they’re demonstrating the skills of being a good thinker and communicator. It’s like being a great DJ; anyone can push play, but it takes skill to read a room and mix music that gets people pumped.

 

Using AI requires prompting effectively, which requires good writing skills to write clear and precise instructions that guide the AI to produce desired outcomes. Prompting AI effectively requires understanding structure, flow and impact. You need to know how to shape raw information, such as milestones throughout your career when you achieved quantitative results, into a compelling narrative.

So, what’s the best way to gain and enhance your writing skills? As with any skill, you’ve got to work at it.

Two rules guide my writing:

 

  • Use strong verbs and nouns instead of relying on adverbs, such as “She dashed to the store.” instead of “She ran quickly to the store.” or “He whispered to the child.” instead of “He spoke softly to the child.”
  • Avoid using long words when a shorter one will do, such as “use” instead of “utilize” or “ask” instead of “inquire.” As attention spans get shorter, I aim for clarity, simplicity and, most importantly, brevity in my writing.

 

Don’t just string words together; learn to organize your thoughts, think critically, and communicate clearly. Solid writing skills will significantly set you apart from your competition, giving you an advantage in your job search and career.

_____________________________________________________________________

 

Nick Kossovan, a well-seasoned veteran of the corporate landscape, offers “unsweetened” job search advice. You can send Nick your questions to artoffindingwork@gmail.com.

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Politics likely pushed Air Canada toward deal with ‘unheard of’ gains for pilots

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MONTREAL – Politics, public opinion and salary hikes south of the border helped push Air Canada toward a deal that secures major pay gains for pilots, experts say.

Hammered out over the weekend, the would-be agreement includes a cumulative wage hike of nearly 42 per cent over four years — an enormous bump by historical standards — according to one source who was not authorized to speak publicly on the matter. The previous 10-year contract granted increases of just two per cent annually.

The federal government’s stated unwillingness to step in paved the way for a deal, noted John Gradek, after Prime Minister Justin Trudeau made it plain the two sides should hash one out themselves.

“Public opinion basically pressed the federal cabinet, including the prime minister, to keep their hands clear of negotiations and looking at imposing a settlement,” said Gradek, who teaches aviation management at McGill University.

After late-night talks at a hotel near Toronto’s Pearson airport, the country’s biggest airline and the union representing 5,200-plus aviators announced early Sunday morning they had reached a tentative agreement, averting a strike that would have grounded flights and affected some 110,000 passengers daily.

The relative precariousness of the Liberal minority government as well as a push to appear more pro-labour underlay the prime minister’s hands-off approach to the negotiations.

Trudeau said Friday the government would not step in to fix the impasse — unlike during a massive railway work stoppage last month and a strike by WestJet mechanics over the Canada Day long weekend that workers claimed road roughshod over their constitutional right to collective bargaining. Trudeau said the government respects the right to strike and would only intervene if it became apparent no negotiated deal was possible.

“They felt that they really didn’t want to try for a third attempt at intervention and basically said, ‘Let’s let the airline decide how they want to deal with this one,'” said Gradek.

“Air Canada ran out of support as the week wore on, and by the time they got to Friday night, Saturday morning, there was nothing left for them to do but to basically try to get a deal set up and accepted by ALPA (Air Line Pilots Association).”

Trudeau’s government was also unlikely to consider back-to-work legislation after the NDP tore up its agreement to support the Liberal minority in Parliament, Gradek said. Conservative Leader Pierre Poilievre, whose party has traditionally toed a more pro-business line, also said last week that Tories “stand with the pilots” and swore off “pre-empting” the negotiations.

Air Canada CEO Michael Rousseau had asked Ottawa on Thursday to impose binding arbitration pre-emptively — “before any travel disruption starts” — if talks failed. Backed by business leaders, he’d hoped for an effective repeat of the Conservatives’ move to head off a strike in 2012 by legislating Air Canada pilots and ground crew to stick to their posts before any work stoppage could start.

The request may have fallen flat, however. Gradek said he believes there was less anxiety over the fallout from an airline strike than from the countrywide railway shutdown.

He also speculated that public frustration over thousands of cancelled flights would have flowed toward Air Canada rather than Ottawa, prompting the carrier to concede to a deal yielding “unheard of” gains for employees.

“It really was a total collapse of the Air Canada bargaining position,” he said.

Pilots are slated to vote in the coming weeks on the four-year contract.

Last year, pilots at Delta Air Lines, United Airlines and American Airlines secured agreements that included four-year pay boosts ranging from 34 per cent to 40 per cent, ramping up pressure on other carriers to raise wages.

After more than a year of bargaining, Air Canada put forward an offer in August centred around a 30 per cent wage hike over four years.

But the final deal, should union members approve it, grants a 26 per cent increase in the first year alone, retroactive to September 2023, according to the source. Three wage bumps of four per cent would follow in 2024 through 2026.

Passengers may wind up shouldering some of that financial load, one expert noted.

“At the end of the day, it’s all us consumers who are paying,” said Barry Prentice, who heads the University of Manitoba’s transport institute.

Higher fares may be mitigated by the persistence of budget carrier Flair Airlines and the rapid expansion of Porter Airlines — a growing Air Canada rival — as well as waning demand for leisure trips. Corporate travel also remains below pre-COVID-19 levels.

Air Canada said Sunday the tentative contract “recognizes the contributions and professionalism of Air Canada’s pilot group, while providing a framework for the future growth of the airline.”

The union issued a statement saying that, if ratified, the agreement will generate about $1.9 billion of additional value for Air Canada pilots over the course of the deal.

Meanwhile, labour tension with cabin crew looms on the horizon. Air Canada is poised to kick off negotiations with the union representing more than 10,000 flight attendants this year before the contract expires on March 31.

This report by The Canadian Press was first published Sept. 16, 2024.

Companies in this story: (TSX:AC)

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Federal $500M bailout for Muskrat Falls power delays to keep N.S. rate hikes in check

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HALIFAX – Ottawa is negotiating a $500-million bailout for Nova Scotia’s privately owned electric utility, saying the money will be used to prevent a big spike in electricity rates.

Federal Natural Resources Minister Jonathan Wilkinson made the announcement today in Halifax, saying Nova Scotia Power Inc. needs the money to cover higher costs resulting from the delayed delivery of electricity from the Muskrat Falls hydroelectric plant in Labrador.

Wilkinson says that without the money, the subsidiary of Emera Inc. would have had to increase rates by 19 per cent over “the short term.”

Nova Scotia Power CEO Peter Gregg says the deal, once approved by the province’s energy regulator, will keep rate increases limited “to be around the rate of inflation,” as costs are spread over a number of years.

The utility helped pay for construction of an underwater transmission link between Newfoundland and Nova Scotia, but the Muskrat Falls project has not been consistent in delivering electricity over the past five years.

Those delays forced Nova Scotia Power to spend more on generating its own electricity.

This report by The Canadian Press was first published Sept. 16, 2024.

The Canadian Press. All rights reserved.

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