Best&Less boss: “Why I’ll never install self-serve checkouts”
Self-serve checkouts have become synonymous with Australian retail outlets over the last few years, but the man behind one of the country’s most instantly-recognisable retail chains has explained why he’ll never install them at his stores.
In an interview with News.com.au, Rod Orrock, the chief executive of Best&Less, says he’s bucking the self-serve checkout trend because it isn't fair to shoppers.
Orrock says the automated technology drives him “insane”, adding that he believed it was unreasonable for shoppers to be expected to essentially “do the retailers work”.
Best&Less is facing increasing pressure in the battle against competitors like Kmart, Target and Big W with the arrival of US online shopping giant Amazon, but Orrock is sticking to his guns and believe’s the retail outlets decision to focus on back to school specials will pay dividends.
“Back to School is a significant spike for apparel retailers and it happens at an otherwise quiet time of year,” Mr Orrock told News.com.au.
Mr Orrock again touched on his insistence to stick with staffed checkouts, even when his competitors seemed to be moving to automated options.
“Personally, it drives me insane when I turn up to the checkout with a full basket and I have to do the retailer’s work for them,” he said.
“Check-outs are a key touch point between customers and the company, they can come with their questions and talk to our staff and I think that’s really important.
“It doesn’t make sense; I’m not a great supporter of (self-serve check-outs). We’re committed to providing our customers with a person, face-to-face, to assist them.”
What are your thoughts? Do you go for staffed checkouts? Or do you prefer self-serve? Let us know in the comments section below, we’d love to hear from you.