The Home Depot is starting to think ahead of their competition and involving self-check out services and Kiosks. Home Depot is trying to limit human services and still provide great customer service.
http://www.line56.com/articles/default.asp?articleID=7292&TopicID=3
2 comments:
I've noticed Home Depot has been pushing the self-checkout lines and frankly I don't know if it will pan out. When given the option to either go in a self-checkout line or to find a checkout line with an individual working the register, I always see the checkout line with the individual dealing with customers. Home Depot is not the only business trying self-checkout lines. I've also noticed this at local K-Marts that experimented with this a couple years back. I think self-checkout lines will become another automatic phone operator - a pet peeve for customers. Although you can replace the individual with technology to perform the task, customers will tend to deal with an individual for assistance.
Like its commercials suggest, I shop at Home Depot for information, suggestions, ideas, and solutions. Sometimes, I'll even learn what I need and make the purchases somewhere cheaper. Unfortunately, the store is usually a labyrinth, and I spend most of my time trying to find someone to talk to. This strategy will only be successful, if they actually make the employees more accessible. Actually, the kiosk technology would be better spent located throughout the store and used as information centers.
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