‘Sad fact of life’, blasts food boss as he warns self-checkouts are encouraging people to steal two major products
A FOOD boss has warned self-checkouts are encouraging people to steal two major products.
H Forman & Son chief executive Lance Forman has pointed the finger at the convenient checkouts for the rise in shoplifting among Brits.
Self-checkouts were first introduced more than 10 years ago in major supermarkets and now the craze has spread to even more retailers.
But bosses are now slamming the "dehumanising" self-scanners and are urging for better customer service.
Mr Forman claimed self-checkouts are the primary drive behind the surge in retail crime.
Speaking to , he said: “Self service really annoys people, especially older customers, and they think that if you are not prepared to protect your goods you can’t care about them too much.
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“If you leave your front door open, people will come in and steal. It’s a sad fact of life.”
The most popular items among thieves are smoked salmon and exotic cheeses.
According to the Office for National Statistics (ONS), thefts have reached a staggering 1,300 offences per day.
He added: “The move to self service is like the move to automated phone lines. They can be so frustrating sometimes when all you want to do is speak to a human.
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“Whilst it’s obviously bad that people are stealing, vendors ought to return to serving their customers with friendly and helpful checkout staff who cheer people up and build a communal spirit.”
The shopping tech is particularly hated among older customers who apparently find it frustrating to use.
To reverse the trend, the smoked salmon boss believes hiring more staff to take orders over the phone will protect items against theft.
Mr Forman explained: “People can order online but they can also discuss their order over the phone,”
“It might be a bit old-fashioned but it works. We are still humans and not robots placing orders, for now at least.”
It comes as upmarket retailer Booths revealed that it will replace the checkouts from all but two of its 27 supermarkets.
Booths has branches in Yorkshire, Cumbria, Lancashire and Cheshire.
SELF CHECKOUTS: ARE THEY HERE TO STAY?
A recent survey revealed many shoppers find self-service checkouts too troublesome to use.
Many instead opt to head over to a staff manned checkout, leading to long queues and disgruntled customers.
The poll found the majority of customers preferred manned checkouts and less than a quarter went for self-service.
Professor Andrew Smith, a consumer behaviour expert from Nottingham University Business School, said: "[Self-checkouts are] dehumanising the experience. I'm not sure consumers are crying out for that."
But experts doubt other supermarkets are likely to follow its lead, however.
Scott Thompson, editor and founder of the Retail Tech Innovation Hub said: "I don’t see the likes of Tesco, Sainsbury’s or Asda following suit.
"If anything I expect the big grocery players to double down on their investments in self-checkouts, self-scanning technology, mobile apps etc.’
According to a recent Deloitte survey, between 60 per cent and 70 per cent of 100 retail executives believe "reduced or no checkout" will be a typical part of customers’ lives within five to 10 years.