Booths, a well-loved supermarket chain in the UK, is doing something surprising and different. Across their 27 stores in Northern England, Booths is saying goodbye to most of their self-service checkouts. This chain, often called the “northern Waitrose,” wants to put customers first by going back to staffed checkouts, where real people are behind the counter instead of machines.
What made Booths decide to make this big change? It was the customers! People complained that the self-service tills were too slow, didn’t work properly, and just didn’t feel welcoming. Nigel Murray, the managing director of Booths, said, “We’ve heard from our customers that they want more personal service.
The machines just aren’t doing the job as well as we can.” Booths believes in giving every shopper that warm, personal care that only a human can provide.
By removing the self-checkouts, Booths is taking a stand against the trend in the retail world. Many stores are going the other way, adding more machines and fewer staff. But Booths is sticking to their values, which have always been about great customer service.
There’s another reason behind this decision that’s caught a lot of attention. The British Independent Retailers Association (BIRA) pointed out that shoplifting is a big problem for stores with self-service tills. Thieves find it easier to steal from these machines, and this has been a growing concern for many retailers. It’s a reminder that while technology might be convenient, it doesn’t solve every problem.
However, Booths isn’t completely getting rid of self-checkouts. Two stores in the Lake District, Keswick and Windermere, will still keep their self-service machines. These stores have a lot of customers, and the tills are popular there because they help keep things moving quickly.
Founded in 1847, Booths has a long history of putting customers first. Their decision to bring back staffed checkouts shows that they believe in “real intelligence” over “artificial intelligence.” Booths wants to make sure their customers feel welcome and taken care of, not just processed by a machine.
This move is causing a lot of buzz. In a world where machines are becoming more common in stores, Booths is challenging the idea that automation is always the best solution. They’re showing that human touch still has a special place in the shopping experience, and that people value good, personal service. What are your thoughts on Booths’ decision?
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