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?