A Better Mousetrap
27/12/18 07:45
I'm not a big fan of Walmart but there are things that I do buy at that store. There are also things that I will never buy at that store. Examples of the latter are produce and meat. As it turns out the things that I do buy are things that I buy with some regularity. These might include flats of bottled water, bird seed, etc. I've never thought too much about the processes involved and I typically just go about my business there as I suspect people do when shopping at these superstores of sort.
I resisted the self-checkout process as best I could when they were introduced at my local store but finally relented when it seemed expeditious to do so. The number of open registers was cut in half or worse after the introduction of the self checkout areas forcing people like me to either patiently or impatiently stand in line or, for better or worse, use the self checkout area in order to pay for my purchases. I flailed about like any novice at the slightest setback and became more acquainted with the attendant's stationed in the self-checkout area than I care to admit. Their role, I suspect, is to help people feel more at ease when it comes to using the technology and to mitigate any grievances arising from the error codes one might encounter in the process. They are good at what they do.
I suppose it's like anything else in life. Once you get the hang of it there is no going back to the old ways of doing things. The actual process of shopping, that is to say going through the store and putting your various purchases in your cart, was unchanged by the introduction of the self checkout area. It never occurred to me that the all too often tedious process of locating my items, lugging them from one point to another both inside and outside the store, only to lug them one or two more times by the time I arrive on my doorstep, might well change soon and for the better.
The 24-count flats of bottled spring water aren't getting any lighter and Walmart has taken notice. If I should pass on the purchase because of the muscle involved to secure the items then Walmart doesn't make the sale. Whether it is out of their desire to make a pitch to a more affluent customer base or simply a necessary response to an aging demographic, they now offer a pick-up and delivery service.
You mean I can now just log on to their website at home, select the items I want to purchase, reserve a time to pick up my items and then drop by their store at my convenience and have them load my purchases into my vehicle? And I don't even have to go into the store? Get out of town! Did I mention that the pick-up service is free? Would I be less interested if it were not free?
Maybe they know their customers well enough to know by now that they generally buy the same things week in and week out. As I think about this a little more aren't they cutting off their nose to spite their face? In other words, if this service proves to be uber successful, won't there be fewer people who actually have an interest one way or another in actual browsing in their stores? And Walmart is one of those stores where you can go in with a modest shopping list and walk out with items you never knew you needed. I suppose I could look at extraneous items on their website but it wouldn't be the same.
The whole kiosk on steroids thing at our local Walmart is new and is part and parcel of this free pick-up service. In our last few visits to the store, we have noticed no cars parked in the 8-10 spots reserved for customers coming to pick up their purchases. I don't know that that translates to a failure to thrive as it were but rather it seems to be nothing more than a getting up and running sort of thing. Maybe there are no cars lingering in the spots because the process is so efficient that a typical pick-up lasts less than 5 minutes from beginning to end. And if at some point in the future I end up having to wait in line for my turn then this service may not be for me.
I put in my first order last night and reserved a pick up time for between 8 and 9 this morning. I received an e-mail at approximately 7:45 that my order was ready for pick-up when I was otherwise expecting a text. I also did not get a discount for my first order when I ordered online last night and I thought that was a reasonable incentive to get people to avail themselves of the service. I mentioned this to the associate (Tanya) when I picked up the order and I also included this in my feedback when I responded to their e-mail for same upon my arrival at home.
There were a couple of awkward moments when the associate arrived at the rear of my car with my purchases stacked on a four-wheeled dolly. Was I supposed to take over from there and load the items into my car? The associate hesitated ever so slightly giving me the chance to do exactly that so I asked her directly. "Do I load the items in the car or do you", I asked with a smile. She responded with a smile only an executive wannabe could muster, "it's up to you." I was all about taking advantage of the service so I deferred to her better judgement which I took as it being her responsibility. She looked like she was happy to have something to keep her busy so I was pleased to oblige her.
I continued with pleasantries while she placed the several bags in the rear of my car. For late December, the day was off to a remarkably sunny and pleasant start despite the chilly temperatures. It certainly helped from a facilitation standpoint that the month of December has been snowless. Wheeling those dollies around on icy or snow covered surfaces could prove difficult and maybe even a little dangerous. I'm certain that will be one more thing for the store and its able associates to contend with once we get a bit deeper into the winter months.
I inquired at one point about tipping and whether or not that was acceptable under the circumstances and she replied that it was not necessary. I had nothing to give her anyway but felt that by simply asking the question I might be able to defer doing so until a time when I was better prepared. Besides, I was feeling less than generous after not seeing the discount on their website when I went to place my order. Would giving her a tip make this service less appealing and more costly? I think you can't think about tipping that way.
Did I mention that they informed me that they had made a last minute substitution when sending the "ready for pick-up" e-mail? I was not expecting that and I then had the option of informing the associate that I did not want the replacement item upon arrival at the kiosk. They credited me the cost of the item as they would any other refund. My preference, of course, was to see them not offer that product at the point of sale. In other words, the item is not available to select when you are making your selections online.
So there you have it. I would say so far so good. I'm happy with the service and would recommend it to my friends and family. You don't have to like Walmart to take advantage of this service. It's no different than buying your stuff on Amazon without the obvious exception where you are actually going to the store to pick up your purchases. The things you're buying are things you would buy anywhere so don't get hung up on the whole Walmart thing if you're a Walmart hater. Lastly, I may not recognize the inside of the store the next time I go inside of my store here in Portsmouth so that should tell you something about how I expect to benefit from this service. In time, I may be taking a driverless car to the kiosk but we're not there yet. I'm not there yet. All in good time.
I resisted the self-checkout process as best I could when they were introduced at my local store but finally relented when it seemed expeditious to do so. The number of open registers was cut in half or worse after the introduction of the self checkout areas forcing people like me to either patiently or impatiently stand in line or, for better or worse, use the self checkout area in order to pay for my purchases. I flailed about like any novice at the slightest setback and became more acquainted with the attendant's stationed in the self-checkout area than I care to admit. Their role, I suspect, is to help people feel more at ease when it comes to using the technology and to mitigate any grievances arising from the error codes one might encounter in the process. They are good at what they do.
I suppose it's like anything else in life. Once you get the hang of it there is no going back to the old ways of doing things. The actual process of shopping, that is to say going through the store and putting your various purchases in your cart, was unchanged by the introduction of the self checkout area. It never occurred to me that the all too often tedious process of locating my items, lugging them from one point to another both inside and outside the store, only to lug them one or two more times by the time I arrive on my doorstep, might well change soon and for the better.
The 24-count flats of bottled spring water aren't getting any lighter and Walmart has taken notice. If I should pass on the purchase because of the muscle involved to secure the items then Walmart doesn't make the sale. Whether it is out of their desire to make a pitch to a more affluent customer base or simply a necessary response to an aging demographic, they now offer a pick-up and delivery service.
You mean I can now just log on to their website at home, select the items I want to purchase, reserve a time to pick up my items and then drop by their store at my convenience and have them load my purchases into my vehicle? And I don't even have to go into the store? Get out of town! Did I mention that the pick-up service is free? Would I be less interested if it were not free?
Maybe they know their customers well enough to know by now that they generally buy the same things week in and week out. As I think about this a little more aren't they cutting off their nose to spite their face? In other words, if this service proves to be uber successful, won't there be fewer people who actually have an interest one way or another in actual browsing in their stores? And Walmart is one of those stores where you can go in with a modest shopping list and walk out with items you never knew you needed. I suppose I could look at extraneous items on their website but it wouldn't be the same.
The whole kiosk on steroids thing at our local Walmart is new and is part and parcel of this free pick-up service. In our last few visits to the store, we have noticed no cars parked in the 8-10 spots reserved for customers coming to pick up their purchases. I don't know that that translates to a failure to thrive as it were but rather it seems to be nothing more than a getting up and running sort of thing. Maybe there are no cars lingering in the spots because the process is so efficient that a typical pick-up lasts less than 5 minutes from beginning to end. And if at some point in the future I end up having to wait in line for my turn then this service may not be for me.
I put in my first order last night and reserved a pick up time for between 8 and 9 this morning. I received an e-mail at approximately 7:45 that my order was ready for pick-up when I was otherwise expecting a text. I also did not get a discount for my first order when I ordered online last night and I thought that was a reasonable incentive to get people to avail themselves of the service. I mentioned this to the associate (Tanya) when I picked up the order and I also included this in my feedback when I responded to their e-mail for same upon my arrival at home.
There were a couple of awkward moments when the associate arrived at the rear of my car with my purchases stacked on a four-wheeled dolly. Was I supposed to take over from there and load the items into my car? The associate hesitated ever so slightly giving me the chance to do exactly that so I asked her directly. "Do I load the items in the car or do you", I asked with a smile. She responded with a smile only an executive wannabe could muster, "it's up to you." I was all about taking advantage of the service so I deferred to her better judgement which I took as it being her responsibility. She looked like she was happy to have something to keep her busy so I was pleased to oblige her.
I continued with pleasantries while she placed the several bags in the rear of my car. For late December, the day was off to a remarkably sunny and pleasant start despite the chilly temperatures. It certainly helped from a facilitation standpoint that the month of December has been snowless. Wheeling those dollies around on icy or snow covered surfaces could prove difficult and maybe even a little dangerous. I'm certain that will be one more thing for the store and its able associates to contend with once we get a bit deeper into the winter months.
I inquired at one point about tipping and whether or not that was acceptable under the circumstances and she replied that it was not necessary. I had nothing to give her anyway but felt that by simply asking the question I might be able to defer doing so until a time when I was better prepared. Besides, I was feeling less than generous after not seeing the discount on their website when I went to place my order. Would giving her a tip make this service less appealing and more costly? I think you can't think about tipping that way.
Did I mention that they informed me that they had made a last minute substitution when sending the "ready for pick-up" e-mail? I was not expecting that and I then had the option of informing the associate that I did not want the replacement item upon arrival at the kiosk. They credited me the cost of the item as they would any other refund. My preference, of course, was to see them not offer that product at the point of sale. In other words, the item is not available to select when you are making your selections online.
So there you have it. I would say so far so good. I'm happy with the service and would recommend it to my friends and family. You don't have to like Walmart to take advantage of this service. It's no different than buying your stuff on Amazon without the obvious exception where you are actually going to the store to pick up your purchases. The things you're buying are things you would buy anywhere so don't get hung up on the whole Walmart thing if you're a Walmart hater. Lastly, I may not recognize the inside of the store the next time I go inside of my store here in Portsmouth so that should tell you something about how I expect to benefit from this service. In time, I may be taking a driverless car to the kiosk but we're not there yet. I'm not there yet. All in good time.