Honesty is a precious commodity, about as rare as a day without Donald Trump's noise. So credit to Marks & Spencer chairman Archie Norman for admitting that retailers' obsession with self-checkouts is partly to blame for an epidemic of middle-class shoplifting. In an interview with The Telegraph, he stated that removing checkout operators has broken the 'human link' between shopper and store. This is an implicit acknowledgment that retailers themselves are responsible for one of the most significant criminal trends of our time.
The Cost of Automation
M&S has installed 800 self-checkouts, aiming to save £150 million — and continues to do so. This might be a false economy, as these machines encourage not only theft but also erode customer loyalty. Treating customers as 'tech monkeys' invites them to treat the store with similar contempt. A hurried shopper might 'accidentally' fail to scan a punnet of strawberries or a bunch of bananas, starting a bad habit. The machines have replaced human-operated checkouts, where a friendly hello and chat were once the norm.
British Complacency vs American Rebellion
We Brits are partly to blame for tolerating such backwards innovations. When Tesco tried to introduce self-checkouts in the US via its Fresh & Easy acquisition, Americans rebelled — a factor often cited in the venture's failure. In contrast, Brits are less communicative. Old-style checkouts forced interaction, which is beneficial for society. Customer service, though old-fashioned, remains a key to loyalty — but it requires conversation.
Retailers have complained about police failing to tackle shoplifting gangs, often young thieves who strip shelves and flee. This is a real problem, and police should focus on 'real crime' as Keir Starmer once said. However, it's fair for them to ask supermarkets to do their part — perhaps by not firing security guards who confront shoplifters. Supermarket bosses should re-learn that the consumer is their best friend. Talking to them builds goodwill, an intangible but valuable asset. Customer service keeps customers coming back, and it requires communication. It's good to talk.
