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Why build a supermarket with 20 checkouts with only 3 till staff?


dnz 17 | 710  
14 Jul 2009 /  #1
This really pisses me off, the amount of times i've been to a shop got my shopping and just simply left it due to the massive queues and total disregard for the customers waiting to pay. I once waited 30 minutes in tesco to pay for something and the idea of actually shoplifting went through my mind which is strange because i've never stolen anything in my life. People must shoplift not because they can't pay for the good just simply because they can't wait.

The main thing i don't understand is they build all these checkouts in the supermarkets but only 2 or 3 are ever open no matter how busy the shop happens to be which seems crazy. I thought I could combat this by only shopping at night but this doesn't seem to help either as often there is only one till open.

If these shops calculated how much revenue they lose due to people simply leaving their shopping and going elsewhere surely it would make sense for them to employ more people and could also do away with the need for security guards as people would actually pay for their stuff.

anyone else got any views on this idiotic practice?
tornado2007 11 | 2,274  
14 Jul 2009 /  #2
yeah i think the underground just spund around and did a 360, i'm sure you'll get over the whole shop, till and staff issue, well atleast i hope you do.

Having said that i do hate it when your in Tesco and there are like 30 tills with (as you say three people serving) and the que is like backing up to the other end of the store. JUST OPEN SOME MORE TILLS SO WE CAN GET OUT OF HERE!!!!!!!!!!!!!!!!! but no they have four people standing at customer services with their fingers in their ars*s!!!!!
Harry  
14 Jul 2009 /  #3
What exactly is the express part of Carrefour Express?
terri 1 | 1,628  
14 Jul 2009 /  #4
The best way is to complain to the Manager- and ask him to give you an estimate of how many people are out of work (unemployed) in Poland and why is it that they cannot get more staff on the tills. Then obtain the Head Office address and somebody to write to and send a letter. If that doesn't work go the the Papers, I am sure that they could do a story on Tesco or any other supermarket.

How to lose customers - make them wait. Personally, I always walk out of a shop if I am not served within 5 minutes. Full shopping trolley left where it causes the most inconvenience. If more people did that, then perhaps they would realize that "this is NOT the quality of service people expect".
dtaylor5632 18 | 2,007  
14 Jul 2009 /  #5
Agreed, I hate this too. I bought a packet of razors today from Real, 1 pack took me 25minutes to buy! Then when I got to the checkout, because I only had 50pln note, I had to wait a further 5 mins for them to get some change. Grrrr I wanted to slap the biatch.
Seanus 15 | 19,706  
14 Jul 2009 /  #6
My fiancee and I have taken to going just before 10pm. It used to be that we'd have a few items and went to the 10-item till which just so happened to be shut. Then the dreaded wait. I'm usually patient in most things but there's nothing worse than waiting at a checkout with stinky folk.

Going to the checkouts at around 10 15 really helps. You maybe have one person in front of you, max. Still, they should increase the til staff and stop scrimping and saving in that way.
mwjc69 - | 5  
14 Jul 2009 /  #7
This is a huge problem in Poland with the serious lack of customer service in shops, especially large companies like TESCO. It seems most have addopted a similar service style with regards to massive checkout lines with only 3 staff operating them and 40 staff re-arranging the shelves.

Personally I refuse to go to shops if there is a massive line of people to pay which means I very rarely go to supermarkets unless forced out of neccesity. Carrefour and TESCO are repeat offenders and should be sent to prison for crimes against humanity. I go to the local shops to reduce the risk of dying of old age or going mad before I get out of the shop.

TESCO is a UK company and are extremely efficient, if there are 2 people waiting at the checkout, observant staff sound the alarm and a bell rings in the distance, before you know it there is another checkout open and you are free. Perhaps the managers in Poland have decided to do it their own way instead of following as im sure there is, a specific manual of company policy for ALL Tesco

Never buy ice cream if you go to TESCO in Krakow unless you take spoons with you as it will melt before you get home.

The massive bottle necks created in these shops seriously reduces the money the shop receives by people simply going elsewhere and word of mouth spreads.

The service is **** and its allways slow. Im surprised they manage to sell anything before it expires.
Lir  
14 Jul 2009 /  #8
style with regards to massive checkout lines with only 3 staff operating them and 40 staff re-arranging the shelves.

It used to be the same in the UK . Fierce competition changed that especially when the price war fizzled out and they decided better service was the key to bring the punters in.

Sounds like Tesco and Carrefour are the biggest supermarkets in Poland. Just need another one or two Supermarket chains to enter the arena and Customer service will improve.

If they know they have a captive audience who have to wait, then why spend more on staff costs ?

TESCO is a UK company and are extremely efficient,

Now it is yes, but it hasn't always been like that.

I hate queues too!
Harry  
14 Jul 2009 /  #9
If they know they have a captive audience who have to wait, then why spend more on staff costs ?

Why spend at all on staff costs? The supermarket my mother uses in the UK (Waitrose) has handscanners for people who have a store card. You just get a scanner on the way in, scan everything as you put it into your trolley, put the scanner back and then take the print out you get to another machine where you pay by credit card.
Seanus 15 | 19,706  
14 Jul 2009 /  #10
There is a certain 'don't care' attitude in operation. I make a point of smiling at the checkout people, just to get a response. All the people in the line were looking at me as if I was doing sth wrong. My manners and courtesy shine through, it's a shame that it isn't reciprocated in others. Too many boorish louts on the go.
pgtx 29 | 3,159  
14 Jul 2009 /  #11
i don't know how it is in PL now but in the US in the supermarkets with 10 or so checkouts, there are also only 4 open the most... but we got here self checkouts and i love it! or less then 10 items checkouts so it's faster...

but lines are pretty common here too... and i hate the situation when some old lady at the very end starts writing a check... i just takes forever....!
krysia 23 | 3,058  
14 Jul 2009 /  #12
but we got here self checkouts and i love it! or less then 10 items checkouts so it's faster...

Must be Walmart. It's the only place here that has self checkouts. I love them too. Kmart had them for a while but that didn't go too good for some reason.
pgtx 29 | 3,159  
14 Jul 2009 /  #13
Must be Walmart.

also, every groceries store's got it...
PlasticPole 7 | 2,649  
14 Jul 2009 /  #14
It might be because there's a standard franchise plan for each location...it follows the same blueprints so every store owned by that franchise has to have a certain number of check out stands. Since amount of customers vary most locations cannot afford to hire that many cashiers to work at the same time so they budget in two or three, maybe a few more. They don't want so many cashiers that some stand around and do nothing while getting paid because there aren't that many customers in the store.
delphiandomine 83 | 17,734  
14 Jul 2009 /  #15
anyone else got any views on this idiotic practice?

Tesco at the end of Pestka by any chance?

To be honest, the fact that they open such little checkouts, then spend an age getting the exact change from people is something that drives me mad.

What exactly is the express part of Carrefour Express?

Last time I was in one, we counted an average of 22 seconds was wasted by the cashier asking for the exact change. Absolute joke :/

Still, always great fun paying with a 50/100 note and watching the sulky reaction after telling them that you don't have change. It's not fair to do it when people are waiting, but if there's no queue, they're fair game.
bunia 1 | 134  
14 Jul 2009 /  #16
Asking for change or product not scanning on till or those magnet things not working so you cant have your stuff without beeping through the gates or tag taken off.

Annoying, frustraiting waste of time. And then you see some employees of supermarket walking around doing absolutely nothing.
Funny thing is that at supermarkets only about 1/3 of employees is till trained.
Strange!!!
But surley it shouldnt take talking to manager, writing letters or getting papers involved to sort it. I blame it on managment being useless and having no clue what the hell is going on on the shopfloor.
Seanus 15 | 19,706  
14 Jul 2009 /  #17
It makes you wonder why they have 100 and 200PLN bills. The whole process of putting the goods up should be a calm one, not a rushed affair which causes tension. I pay by card most of the time (in Tesco) so the change thing doesn't matter too much.

Still, the 10-item tills must be open. There's nothing worse than being stuck behind a git with a huge trolleyful and you having 7 or 8 items only.
Svenski 1 | 159  
14 Jul 2009 /  #18
Walmart

I seem to spend most of my life (and life savings) there....
bunia 1 | 134  
14 Jul 2009 /  #19
They don't want so many cashiers that some stand around and do nothing while getting paid because there aren't that many customers in the store

While actually there is ALOT of customers just waiting and getting pissed off.
sobieski 107 | 2,128  
14 Jul 2009 /  #20
Simple. They pay people peanuts and treat their employees like ****. So why would anybody want to work there. And even better, serve spoilt foreigners.
Only an expat can complain like that.
Stop whining, read your magazine while waiting. Or go like me on Saturday morning before 10:00 to Tesco. No hassle at all.
Asking for change? Everybody knows that in Poland there is a perennial shortage of change.
Debet cards, anyone ?
Jihozapad  
14 Jul 2009 /  #21
Asking for change? Everybody knows that in Poland there is a perennial shortage of change.

Well Poland's in the EU now - if the banks can afford "szybki kredyt", they can afford to mint some change! :)
Seanus 15 | 19,706  
14 Jul 2009 /  #22
Spoilt foreigners? That's a bit of a generalisation, isn't it? Spoilt because the service is quicker elsewhere? LOL
delphiandomine 83 | 17,734  
14 Jul 2009 /  #23
Asking for change? Everybody knows that in Poland there is a perennial shortage of change.

If the local slightly-mad woman who owns the local vegetable shop can manage to always have change and never sulk, I'm sure Tesco/Carrefour/et al can manage.

Funny thing is that at supermarkets only about 1/3 of employees is till trained.

Speaking of this, I've noticed that Polish till staff aren't trusted in the same way as elsewhere - they often have to phone for double check prices and be given permission to sell something.

It really is a mystery to me as to why Tesco is such a well oiled machine in the UK, yet is so dismal in Poland - as far as I know, they were all originally set up and overseen by UK management, so there's really no excuse.
Seanus 15 | 19,706  
14 Jul 2009 /  #24
There might be a more staff-oriented culture in the UK. Here, it's all a matter of hurt pride but I think that Tesco staff here are fine, they get their job done and seem happy enough.
cjj - | 281  
15 Jul 2009 /  #25
I don't weekly shop in Tescos anymore. In my experience there will always be 4 or 5 people in front of me and I will wait at least 10-15 minutes.

Now I only visit for specific items and walk away if I have to wait. My time my money my decision. I lived in Canada and it spoiled me -- customers are treated there like the cash cows they are. Here they seem an inconvenience to the otherwise smooth-running of the store

On the contrary I've had no problems with Real. Sure there are queues sometimes - but there are usually a dozen or so tills open and more often than not I get straight to the belt.
logan 1 | 3  
15 Jul 2009 /  #26
also when you get to the till its some middle age woman that want your life story as she slowly serves you. another thing i heard is that an old couple were shopping in tesco spent over £300 then arived at their car only to find they had a fine of £100 for using the car park for over an hour.
Kapusta 2 | 66  
15 Jul 2009 /  #27
in tesco spent over £300 then arived at their car only to find they had a fine of £100 for using the car park for over an hour.

My local supermarket is one of those huge ones that you spend ages in. They have a cafeteria there encouraging you to eat or have a coffee/tea before or after shopping, they have demo's inside for various products and they have aisle upon aisle of products which they move around constantly, all designed to keep you in the store for as long as possible...but you can only park in their car park for one hour...

The checkouts are not too bad but that's of no consolation when you've already overstayed your welcome in the car park and are probably being fined for it just as you hand over your hard earned cash for products they've enticed you to buy!
delphiandomine 83 | 17,734  
15 Jul 2009 /  #28
another thing i heard is that an old couple were shopping in tesco spent over £300 then arived at their car only to find they had a fine of £100 for using the car park for over an hour.

Those 'fines' aren't enforcable at all in the UK, although they try and intimidate people into paying thme.
frd 7 | 1,399  
15 Jul 2009 /  #29
I think it's some kind of inheritance after communism, I remember that there where shops with 5 checkouts with only one clerk.. it's still better now. And in some supermarkets in my place such as Real it's much much better, I don't remember standing in a queue longer than 2-3 people lately and usually I just go immediately go through...
Svenski 1 | 159  
16 Jul 2009 /  #30
In Singapore I saw several duty free shops in the airport where there was just one cash register and several sales clerks and hardly any room for customers to walk around in.

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