Woolworths boss Brad Banducci fires back at customers complaining about self-service checkouts
Woolworths CEO Brad Banducci has hit back at one of the biggest customer complaints – self-service checkouts.
In an email sent to customers over the weekend, Mr Banducci addressed whether the company’s use of technology means job cuts have been made.
The CEO said the supermarket chain now employs more people, not fewer.
“Self-service checkout and the perception that it results in a reduction in the number of team members in the store is a passionate topic at the dinner table in our home,” he wrote.
‘The fact is we’re employing more people than ever before and thanks to the popularity of online ordering we’ve hired 5,500 personal shoppers this year, so there are more jobs at Woolies, not fewer.’
Woolworths CEO Brad Banducci has hit back at one of the biggest customer complaints in recent years – self-service checkouts. A woman is pictured using a Woolworths self-service checkout
In an email to customers, Mr Banducci (pictured) addressed whether Woolworths’ use of technology means job cuts have been made
Woolworths and the other dominant Australian supermarket chain Coles have both ruled out a return to only manned checkouts, after some retailers already did so in other countries.
British supermarket chain Booths has announced it will do away with self-service checkouts in all but two of its 28 stores, while in the US, Walmart, Costco and many other retailers are returning to manned checkouts in some stores.
“Self-service checkouts are a great option for customers as they provide convenience and efficiency when shopping in our stores, allowing customers to check out faster and pack their bags the way they want,” a Coles spokesperson told Ny Breaking Australia.
“Our team members will always be available throughout our service area to assist customers who need assistance.”
A Woolworths spokesperson had a similar message: ‘We know some customers prefer to be served by a team member and that’s why there is always that option in all our stores.’
Coles said two-thirds of its customers are already using self-service checkouts and these numbers are rising.
Woolworths and Coles, Australia’s other dominant supermarket chain, have both ruled out a return to exclusively manned checkouts like the one pictured.
In his message to customers, Mr. Banducci also said that “a minority of customers treat our team poorly.”
“During the pandemic, our team members were often considered frontline heroes. Unfortunately, that goodwill has disappeared,” he wrote.
“While the vast majority of customers are doing the right thing, we are seeing an unacceptable increase in team abuse.
“There is no excuse for this behavior in our stores or any workplace. We thank all our customers who treat our team with respect and kindness.”