Move up to the head of the line
Hannaford market tests managing cart traffic at the register
Saturday, August 1, 2009 Times Union
Hannaford Bros. grocery chain is testing a new checkout system in its Ballston Spa store that, if successful, could mean the end of jockeying for position in the shortest register line, and wondering if "10 items or fewer" really means 11.
Similar to the single-line systems used at post offices, book stores and other retailers, Hannaford's Queue checkout requires shoppers to line up in front of a "service leader" who directs each customer to the next available cash register. While the concept isn't revolutionary, the system, which Hannaford has been developing over the last four years, speeds up the checkout process, says Tricia Girard, concept developer for the supermarket chain's retail operations division.
The system has been in place for 11 weeks at the Ballston Spa store, located on Triebel Avenue in Milton. According to Hannaford district manager Dennis Martin, most customers seem to have adapted and find it to be an improvement.
Barbara Virkler, a mother of four from Milton who shops at the store almost daily, says she's a big fan. "I like it, but I have found that some of the customers don't know what to do. The first week someone yelled at me to 'move it' when I was waiting to be told which register to go to. But overall I find it's quick, you never wait. It's smooth, and I'm not standing there reading tabloid headlines while I wait. I'm definitely a fan."
Several factors are driving an overall trend toward faster customer service, said Girard.
Hannaford has been hearing for a long time about the time constraints placed on two-income households, people are shopping for fewer things more frequently and don't want to spend time waiting in line, she said.
Hannaford market tests managing cart traffic at the register
Saturday, August 1, 2009 Times Union
Hannaford Bros. grocery chain is testing a new checkout system in its Ballston Spa store that, if successful, could mean the end of jockeying for position in the shortest register line, and wondering if "10 items or fewer" really means 11.
Similar to the single-line systems used at post offices, book stores and other retailers, Hannaford's Queue checkout requires shoppers to line up in front of a "service leader" who directs each customer to the next available cash register. While the concept isn't revolutionary, the system, which Hannaford has been developing over the last four years, speeds up the checkout process, says Tricia Girard, concept developer for the supermarket chain's retail operations division.
The system has been in place for 11 weeks at the Ballston Spa store, located on Triebel Avenue in Milton. According to Hannaford district manager Dennis Martin, most customers seem to have adapted and find it to be an improvement.
Barbara Virkler, a mother of four from Milton who shops at the store almost daily, says she's a big fan. "I like it, but I have found that some of the customers don't know what to do. The first week someone yelled at me to 'move it' when I was waiting to be told which register to go to. But overall I find it's quick, you never wait. It's smooth, and I'm not standing there reading tabloid headlines while I wait. I'm definitely a fan."
Several factors are driving an overall trend toward faster customer service, said Girard.
Hannaford has been hearing for a long time about the time constraints placed on two-income households, people are shopping for fewer things more frequently and don't want to spend time waiting in line, she said.
