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The article seems to be based on the assumption that the anti-theft technology is perfect, and that if it flags then that always means that customer has not sca

by entuno 3y ago

The article seems to be based on the assumption that the anti-theft technology is perfect, and that if it flags then that always means that customer has not scanned an item (intentionally or otherwise). But given how many issues you get with every other aspect of the self checkout process (items failing to scan properly, machines being broken, "unexpected item in bagging area", etc) that seems to be a very generous assumption. And when someone has had to wait in a queue to use on of the working self checkout machines, has to go through scanning all of their own shopping (which is stores have managed to get customers to do for free so that they can make more money), has to wait for someone to come over to "assist" them when the machine complains about something, and is then (directly or indirectly) accused of trying to steal from the store because of a faulty self-checkout machine, it's not a huge surprise when they get pissed off about that.

zdragnar 3y ago
Early self checkout machines had a lot of fiddly things that could go wrong, but the Walmart near me easily has the most forgiving machines I've used. Maybe stores that experience more theft keep the restrictions tighter?
- danielheath 3y ago
  Near me they adjust them from time to time, so I never know whether this week is going to be full of “you moved too quickly, call an attendant to look through your bags” or if it’ll wave you through.
- lacrimacida 3y ago
  Im glad that you had a good experience but forgiving for you may be an accusation of theft for another, based on some cues that could very well be wrong. I personally dislike this trend of skimping on cashiers and having people do their own checkout. If they had both it wouldn’t be a problem though…
  - ghaff 3y ago
    >I personally dislike this trend of skimping on cashiers and having people do their own checkout. I suppose we can hope the technology gets better. But given labor shortages, it's hard not to see a future with more automation and self-service.
    - lacrimacida 3y ago
      Labor shortage? You realize it’s just the low pay that causes this impression. On such a low salary people can’t make rent even if they worked 12 hours per day. There’s a breaking point where nobody signs up for those jobs but as soon as you up the salary the shortage dissapears. I feel it’s more of a maximizing profit problem after all…
      - lotsofpulp 3y ago
        Retailers compete with each other on low single digit profit margins. If they increase their payroll, they would have to increase their prices. Of course, knowing exactly what level of service people are willing to pay for is not an exact science, so the pendulum can swing a bit too far, but I assume the business managers are best positioned to bet on what people are willing to pay before they choose to shop somewhere else.
        briHass 3y ago
        Not to mention that brick and mortar retail always has to worry about online retail nipping at their heels. It's hard to compete on price with an Amazon warehouse in a cheap-rent area, staffed with robots and overworked staff when you have to maintain a building in a retail area, keep it clean/nice enough that people aren't totally appalled, and then staff it with people that are able to do their job and interact with customers. The original b&m retail game was to keep the big ticket items comparable in price, but to add high margins on the ancellary items like HDMI cables. Now, however, everyone knows the game and things like Prime shipping can get it to you fast enough to avoid impulse buying in a retail store.
      - 3y ago
- koil 3y ago
  I like the way target does it. No scale, no obnoxious cameras, they just have a limited amount of self checkouts and usually have security visibly posted near them. I have yet to witness somebody not scanning things and stealing them from there, the only “success” I’ve seen is sprinting out a fire door.
pmorici 3y ago
In my experience when a customer acts angrily they are often intentionally trying to do something wrong. In the case of innocent mistakes they are typically cordial.
- op00to 3y ago
  Not in my experience. I pumped gas, worked at Dunkin Donuts, scooped ice cream, worked in a retail chain pharmacy, and managed a massive high performance computing facility. Sometimes the nicest people are the ones robbing you.
  - pingou 3y ago
    In the article they say "Mostly those who are trying to scam the registers are the ones who get upset the most.". We would need some study to confirm it.
- macNchz 3y ago
  I am regularly told I have a “calming presence”, but few things get me angry faster than: “Unexpected item in bagging area, please remove all unbagged items” “Please place scanned item in bagging area” “Unexpected item in bagging area, please remove all unbagged items” “Please wait, system processing.” “Please wait, help is on the way.” [Screen locked, not a soul in sight] I force myself to be cordial with the attendant since it is not their fault, but I am fully ready to Office Space that goddamn checkout kiosk.
  - scruple 3y ago
    I'm in the same boat. I rarely lose my shit. I'm the person in others lives that they come to when they need a calm, collected perspective, I calm my children easily, I enjoy letting people talk to me about their problems and I don't profer up unsolicited advice, etc. The exception to the rule is when technology goes fucking sideways on me. Of course, in our world that means that I'm losing my shit over some misbehaving piece of technology on an ever increasing basis.
  - dwaltrip 3y ago
op00to 3y ago
I was “detained” by CVS recently - was buying a reward for my kids, and after scanning the two items and paying by credit card, the checkout machine locked down. It took over 15 minutes for anyone to come help. When they did they immediately accused me of stealing which caused my children to think I was going to jail and freak out. The woman put her code in and my PAID receipt spit out. I should have left, but I had promised my kids whatever crap it was.
koil 3y ago
Even worse is when a product has a bad barcode and the employee at the self checkout tells you to go across the store and find a different one instead of just fucking doing their job. … no, I don’t hold a grudge, why do you ask?

by entuno 3y ago

zdragnar 3y ago

Early self checkout machines had a lot of fiddly things that could go wrong, but the Walmart near me easily has the most forgiving machines I've used. Maybe stores that experience more theft keep the restrictions tighter?

danielheath 3y ago
Near me they adjust them from time to time, so I never know whether this week is going to be full of “you moved too quickly, call an attendant to look through your bags” or if it’ll wave you through.
lacrimacida 3y ago
Im glad that you had a good experience but forgiving for you may be an accusation of theft for another, based on some cues that could very well be wrong. I personally dislike this trend of skimping on cashiers and having people do their own checkout. If they had both it wouldn’t be a problem though…
- ghaff 3y ago
  >I personally dislike this trend of skimping on cashiers and having people do their own checkout. I suppose we can hope the technology gets better. But given labor shortages, it's hard not to see a future with more automation and self-service.
  - lacrimacida 3y ago
    Labor shortage? You realize it’s just the low pay that causes this impression. On such a low salary people can’t make rent even if they worked 12 hours per day. There’s a breaking point where nobody signs up for those jobs but as soon as you up the salary the shortage dissapears. I feel it’s more of a maximizing profit problem after all…
    - lotsofpulp 3y ago
      Retailers compete with each other on low single digit profit margins. If they increase their payroll, they would have to increase their prices. Of course, knowing exactly what level of service people are willing to pay for is not an exact science, so the pendulum can swing a bit too far, but I assume the business managers are best positioned to bet on what people are willing to pay before they choose to shop somewhere else.
      - briHass 3y ago
        Not to mention that brick and mortar retail always has to worry about online retail nipping at their heels. It's hard to compete on price with an Amazon warehouse in a cheap-rent area, staffed with robots and overworked staff when you have to maintain a building in a retail area, keep it clean/nice enough that people aren't totally appalled, and then staff it with people that are able to do their job and interact with customers. The original b&m retail game was to keep the big ticket items comparable in price, but to add high margins on the ancellary items like HDMI cables. Now, however, everyone knows the game and things like Prime shipping can get it to you fast enough to avoid impulse buying in a retail store.
    - 3y ago
koil 3y ago
I like the way target does it. No scale, no obnoxious cameras, they just have a limited amount of self checkouts and usually have security visibly posted near them. I have yet to witness somebody not scanning things and stealing them from there, the only “success” I’ve seen is sprinting out a fire door.

pmorici 3y ago

In my experience when a customer acts angrily they are often intentionally trying to do something wrong. In the case of innocent mistakes they are typically cordial.

op00to 3y ago
Not in my experience. I pumped gas, worked at Dunkin Donuts, scooped ice cream, worked in a retail chain pharmacy, and managed a massive high performance computing facility. Sometimes the nicest people are the ones robbing you.
- pingou 3y ago
  In the article they say "Mostly those who are trying to scam the registers are the ones who get upset the most.". We would need some study to confirm it.
macNchz 3y ago
I am regularly told I have a “calming presence”, but few things get me angry faster than: “Unexpected item in bagging area, please remove all unbagged items” “Please place scanned item in bagging area” “Unexpected item in bagging area, please remove all unbagged items” “Please wait, system processing.” “Please wait, help is on the way.” [Screen locked, not a soul in sight] I force myself to be cordial with the attendant since it is not their fault, but I am fully ready to Office Space that goddamn checkout kiosk.
- scruple 3y ago
  I'm in the same boat. I rarely lose my shit. I'm the person in others lives that they come to when they need a calm, collected perspective, I calm my children easily, I enjoy letting people talk to me about their problems and I don't profer up unsolicited advice, etc. The exception to the rule is when technology goes fucking sideways on me. Of course, in our world that means that I'm losing my shit over some misbehaving piece of technology on an ever increasing basis.
- dwaltrip 3y ago

op00to 3y ago

I was “detained” by CVS recently - was buying a reward for my kids, and after scanning the two items and paying by credit card, the checkout machine locked down. It took over 15 minutes for anyone to come help. When they did they immediately accused me of stealing which caused my children to think I was going to jail and freak out. The woman put her code in and my PAID receipt spit out. I should have left, but I had promised my kids whatever crap it was.

koil 3y ago

Even worse is when a product has a bad barcode and the employee at the self checkout tells you to go across the store and find a different one instead of just fucking doing their job. … no, I don’t hold a grudge, why do you ask?