The Importance of the Checkout in Thrift Stores
No one waits in line to check out at Amazon.
We have all experienced inexplicable lines and know the frustration of waiting, waiting, and waiting. Even a couple of minutes can feel like an eternity on a busy task filled day.
There are a Target and a Wal-Mart in my community. I prefer one of them for their better selection but always seem to have to wait to pay for my goods. I often opt for my second choice simply because I know I won’t end up trapped in a line.
Though self-checkouts are on the horizon they are not here yet for most thrift operators. In the meantime taking care of that customer today remains a priority.
Leaders can do a lot to minimize customer frustrations in this area:
Intentional and adequate staffing; it’s a core function of a retail store, rather than an interruption of other activities.
Cross-training so there is always someone that can pitch in during unexpected peaks yields dividends.
Prioritize checkout staffing above friends going to lunch together.
Minimize roadblocks by empowering staff to make decisions that keep things moving. For me, one of the most frustrating things is seeing a line shut down so a manager can make a routine preordained decision.
See it, deal with it. Leaders and senior leaders that consistently drop everything to deal with a line at the checkout send a strong message.
Managers at all levels can pitch in during a spike by helping bag orders, sort out carts, and taking care of hangers. This is a tremendously powerful way to message the importance of good checkout customer service. For those that mostly work in an office, it can be great fun to chat with customers while they are checking out.
It’s worth saying this twice, no one waits in line checking out at Amazon.
Thanks for reading,
I am a thrift and retail business expert located near Chicago. Using my twenty plus years of retail and seven-plus years of thrift retail experience to help small businesses grow and succeed.
You can also find me on LinkedIn, Medium, and my thrift reseller blog The Thrifter.
You might also be interested in my Thrift Merchandising ebook on Amazon. It’s about how to merchandise thrift stores more like traditional stores. It’s free with a Kindle Unlimited membership.
Tim Gebauer, The Thrifter