The Unbalanced Scales of Retail…

It starts out as pretty much the way every shopping errand does… I slowly walk the aisles, scanning for items I need and watching the items I could potentially want. With a significant number of ongoing and increasing shopping concerns, such as inflation and grocery affordability, the “wants” usually go untouched. But for the most part, the “needs” make their way into my basket as I slowly shuffle along. In the interest of navigating the public, a pair of noise-cancelling headphones with some soft, meditative music sit atop my head. While cursed with an unfortunate contestant state of hyper-vigilance, the noise blocking gives my PTSD-riddled brain a much needed respite from the public as I do I what I have to do.

I guess I should clarify that, despite my loud, outgoing voice, I am inherently an introvert, preferring to use self-checkouts and avoid unnecessary interactions with random strangers for no purpose. While this has often made me seem anti-social other some, I prefer to think of myself as socially independent; not requiring the interaction with others to get through my daily grind all while not avoiding it when it’s necessary or socially warranted. For these reasons and many others, I almost always use a self-checkout option if I can. But the retail world is complex and convoluted, often differing from one location to the next. Here are a few examples of how this has applied in recent weeks.

I stopped in at a particular retail location to purchase my weekly lottery ticket. For obvious reasons, I won’t name these businesses since, you know, I prefer not getting sued. But generally speaking, lottery and age-restricted items can’t be purchased through a self-checkout for the obvious reasons. So, I walk up to the till. I was the only customer there and waited several minutes for a cashier to notice and acknowledge my arrival and approach the counter. As opposed to the typical greeting one would expect from a retail person, her first words were to ask me if i would be paying by debit or credit, to which I replied I was. She then proceeded to suggest I use the self-checkout and began walking away from me.

Let’s evaluate this for a moment. I’ve worked in the retail environment. Most staff are already of the opinion that their jobs are in jeopardy’s because of self-checkouts and program automation. Yet, this cashier is trying to ENCOURAGE me to use the self-checkout option. I’d say this is just a “her” thing, but I’ve gotten this response from a few different employees at this location. I clarified that I needed lottery, which resulted in a not-so-subtle exhalation of a sigh and a return to the till, as though I had interrupted her previously scheduled program. But I digress… I got my lottery ticket and went on my way, somewhat taken aback at how I was being thrown towards technology by the very folks who have the most to lose from it. That’s the first side of the coin.

Now let’s look at it from the other side of the coin. Another retail location I visited is one where I typically insist on using their self-checkout given the busy lines and long wait times to be served by a cashier. This would be one of those scenarios where I have my headphones on and don’t want to interact with the world; I just want to pay for my shit and go. On this occasion, I have a number for heavy and bulk items that are cumbersome and inconvenient to try and manually run through the till scanner. I begin looking for the scan gun that should be sitting in its cradle at the top of the till. It isn’t there.

Already a bit flustered, it took me all of ten seconds to realize that none of the scan guns were at ANY of the self-checkout tills. I waved over an employee and pointed out the issue. The response was that he brought over a scan gun but rather than let me use it, he physically scanned all my items himself, despite repeating twice that I wanted to do this myself. He indicated that they couldn’t leave the scan guns at the tills and that he was the only one allowed to use them. I challenged him by asking what the point of a self-checkout was, if I needed a cashier to scan my things for me. He had no response.

It seems like such a small point and certainly not one I’d die on the hill for, but it raises a good point. What the fuck is the point of having self-checkout if a cashier scans all my shit? It seemed like a weird scenario in a frowning market where automation and self-checkout of bien flushed but on the flip side, scenarios where staff who should be more than happy to push for their continued employment, push for it as well. As you may have been able to tell, there’s very little to no point behind today’s post. Sometimes, one just needs to rant. ☯️