Retail staff don’t know their schedule and shifts during their work day by heart. A lot of time is spent being in the know with constant changes during the day-time that could be more productively spent, for example assisting customers.

When the line grows people get frustrated and angry, sometimes even leave the items they had decided to buy and exit the store with a bad feeling. Lines also create stress for the clerks. The speaker system is often used to call for “someone” which is annoying, ineffective, and confusing for the staff. It doesn’t offer any response to waiting customers.

On average approximately 5% of self-checkout customers need help. When things go wrong, or questions need answers customers get embarrassed and frustrated not having quick personal help.

Hard to get hold of the right person to assist when customers or colleagues need items from the stock/back of the store or when a delivery needs to be handled.

Highly inefficient for a store to constantly staff areas requiring random occupancy.
Customers shopping online are used to quick and smooth experiences.
Frustration is quickly built up when there is no one to turn to for pre-order pickup, post or curbside deliveries.

When there’s no one to help a customer in need of advice, different sizes or colors, they get frustrated and the store loses significant conversion and upsell opportunities.

Initiatives to improve customers’ shopping experience are often presented at the entrance where customers are encouraged to use new technology like self-scanners. Some people immediately understand everything, others feel left in the dark and shy away from using the solutions that create stickiness and build loyalty.

The first impression of a personal shopping experience happens at the entrance of the store. Waiting or not knowing who to turn to makes it impersonal and creates frustration and insecurity, affecting the experience and the number of purchased items.

Frustration is quickly created when a customer needs help and there’s no one to be found. When there are screens or buttons to call for help, the time to get the right person over is often too long.

Service desks should have staff on their toes WHEN help is needed. Frustration is quickly created around service centers since some cases are quickly solved and others are very time-consuming.

Frustration is quickly built up when there is no one to turn to for help or inspiration

As the recycling trend is going up and is often a reason for visiting a specific store, service levels at the recycling area are becoming increasingly important. Recycling areas should have staff on their toes WHEN help is needed. Frustration is quickly created around recycling when machines are full, and errors occur.

Some areas require qualified personal help and guidance to lead to a purchase - be it expensive furniture like beds or tailor-made kitchens. Not getting qualified help when needed creates frustration and dramatic loss of purchase potential for the store.

The cost for a store when fridges, recycling machines etc suddenly goes out of order can be enormous.

It’s hard to discreetly get everyone’s attention when an emergency occurs. It can be suspected shoplifters, fire alarms, disturbing/drunk people entering, or parents who lose track of their kids.

There’s no one to help the customer and they are getting frustrated. The store is losing significant sales.