Coles continues to test its customers
The Age reported that Coles has now banned trolleys from being used at some of its self-service checkouts. The ban, 'trialled' at about 20 stores, has apparently sparked an outcry from shoppers on social media. Coles claims that this move will improve customer service. We think that much better results would have been achieved if Coles focused on running an operationally excellent business rather than on testing how much inconvenience its customers can accept. Some examples: brands eliminated to make space for 'home' brand products, thin plastic bags replaced with much worse 'reusable' ones, use of customer's bags which slows down checkouts, number of checkouts replaced with much slower self-checkouts, and now people need to carry their groceries within the store as well. No doubt Aldi and Costco are rubbing their hands with glee.