How not to be customer-centric. Is this backwards, or is it me?

Recently my wife and I did some late evening shopping at a local Home Depot (No, I’m not picking on them specifically). Ready to check out, we walked past the self-checkouts that had a few people, then to the contractor checkout which had a longer line (and a lot larger carts) after which we decided to do the self-checkout that now was empty.

Now, I’m not opposed to the self-checkout, but I think it should be an option, and not the only viable one.

While ringing my 20 items through the checkout, I noticed two employees engaged in a lively conversation. I was overwhelmed with emotion and couldn’t contain myself! Why was I ringing my items through the checkout while the two employees 12 feet away were socializing? I was doing the job that they were getting paid to do.

Again, I’m not blaming the store, or the employees. They’re just doing what’s considered to be ‘normal’.

Anyway, I walked by and said, “I just love the self-checkouts.” “Oh really, good,” she said. “Yeah, it gives you more time to talk.” What some (very close to me) would consider to be a crotchety, old man, my point was that “this is backwards”.

We live in a business environment where if you’re not customer-centric, you’ll lose traction as a business. You need to look at your business through the eyes of your customers. When making a business decision the first question should be “does this positively affect my customer?” How do they benefit?

Doug Moore has been helping small businesses grow and succeed for over 10 years. His passion is to provide the tools to help you efficiently market your business.

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