As it happened today, I was out shopping on New Year’s Eve and encountered two separate self-help point-of-sale systems (POS). One at Costco and another at Jack-in-the-Box (hey, I actually like the food.)
It was a couple of months ago when I discovered that the Burlington, WA Costco had four self-service checkout lanes. They are perfect for 15 items or less. There is never a line and it is fast. You just have to box your stuff yourself. There is lots of room on the exit belt (a lot of room) and there is staff nearby if you need help or need to be carded (that’s good for a laugh at my age.) I now won’t go to the Bellingham Costco until they also get self-service lanes. I always want to turn around to one of the staff and say – “This is so great. It is the ‘cherry’ on the Costco shopping experience.”
For the first time, I encountered a kiosk at Jack-in-the-box on Cook Road in Burlington, WA. Shoved in front of the service counter (and blocking the view of one of the register positions), the display promises “Fast, Friendly, and Easy”. The kiosk delivers on its promise – as far as it goes.
You place your order by poking at the screen, push your cash or credit card in the slot and wait for your order. …. and wait, …. and wait. You have time to notice that there is no one paying any attention to the front counter. You notice that no one says “thank you” for your business when the order is finally ready. No one notices that the order is incomplete. No one notices that the ketchup is not stocked.
It amazes me that these two companies can use similar technology to strengthen or destroy their brand proposition. I know whose stock I’d purchase.