Are Self-Checkouts Replacing Staff? What I’ve Noticed About a Sinister Retail Trend

 Let me ask you something. When was the last time you saw more than one staffed checkout in a major supermarket? Lately, I’ve found myself standing in front of rows of glowing self-checkout machines with no real choice at all. No staffed tills open or a single one with a long queue, no one to talk to, just a machine and a scanner.

I’m not against technology.  Far from it but something about this shift feels off. It’s not convenience anymore. It’s replacement. Staff are being sidelined, and shoppers like you and me are being quietly turned into unpaid workers.

This post isn’t a rant, but a reflection. What started as a mild irritation has grown into something that bothers me and judging by the conversations I’ve seen online and in person, I’m not alone.

Self-checkouts only work because most people are honest. If theft were the norm, these machines wouldn’t exist. That trust is being exploited, we’re expected to do the work and prove we didn’t steal.

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The Spread of Self-Checkouts – From the US to Ireland

I spent some time in the US over the years and went into many stores that operated self checkouts where one employee governed up to 12 machines at any one time. One employee with a gross salary of about $40k doing the job where 3 or 4 staff manned checkouts would have been needed before. Companies don't have to worry too much about loss prevention or theft with savings like that. 

Self checkouts had been operating in Ireland for a number of years so I was familiar with them and had even used one, once or twice. The big stores like Tesco and Dunnes use them in conjunction with the manned checkouts.

Generally, it takes about 10 years or so for US business ideas to filter to Ireland and be adopted so we generally have a glimpse into our future and can spot mistakes and consequences early if we are smart enough. 

My interest in writing about this subject came from a Facebook post where some guy in the States refused to show his receipt to the member of staff at the door on his way out. His reasoning was that he was already forced to checkout his own purchases, effectively being an unpaid member of staff; and was then required to prove that he was honest. 'Call the Cops if you want' he exclaimed.

I saw this happen first hand in New Jersey on two occasions so I understand where the frustration comes from and how people can be insulted by having to prove they are honest.

Why I Don’t Believe in Self-Checkouts

I don’t mind if self-checkouts are available as a backup — a quick option when you’ve only got a few items. But making them the standard? That’s where I draw the line.

My issue is they are a way of removing staff and saving money under the guise of convenience. Where possible, I will always try to go to a manned checkout first so that a human will always be required in some way. It's a small gesture I know but an important one I believe.

My views are fairly simple on self checkouts:

• It’s not about convenience – it’s about cost-cutting.
• Job losses and fewer young people entering retail.
• The transfer of responsibility and liability to the customer.

Maybe you agree or maybe you’ve never thought about it this way. Either way, it’s worth asking what we’re trading away for a little supposed “convenience.”

Receipt Checks – The Final Insult?

This has to be the kicker and is thankfully only a US phenomenon so far. You go out shopping, fill your cart to the brim. Have to check out all your bits and pieces in an awkward location. Refill your cart. And when you get to the door to leave, you now have to prove you did their job honestly. You don't blame the member of staff checking the receipt, but you can't help venting frustration at them. Do we really want to go this route?

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What Are We Really Giving Up?

So what is the true cost of using these machines? Can we see any negatives coming down the line? All we really have to do is turn our attention to the US, to companies like Home Depot, Walmart, Target & Kroger where employee numbers are reducing and self checkouts rising. 

Here are four more negatives consequences.

• The loss of the human element in customer service
• Lost chances for employment
• The emotional toll on older or less tech-savvy customers
• Potential rise in false theft accusations or scanning errors

It’s fair to say that these companies’ policies around self-checkouts aren’t set in stone. In fact, some stores have already started to scale them back or remove them entirely when theft and misuse increase beyond expectations.

And just to be fair, I’d like to apologise to any of the companies mentioned above if they’ve already begun to reverse course and are reintroducing manned checkouts or shifting focus back toward customer service. If that’s happening, it’s a step in the right direction.

Alternatives – What Can We Do?

I find that making a stand in front of a manned checkout is a powerful statement, even if all the self checkouts are empty and there are two customers in front of me. I'm sure the manager of the store doesn't care either way but I feel better about it. What can you do in a situation where you are being pushed away from the manned checkout to the self checkouts?

• Politely ask for a manned checkout
• Shop local where interaction is valued
• Voice concerns to big retailers
• Choose stores with a human-first policy
• Mention on social media that you are not happy about it

Lidl Supermarket

Before I wrap this up, let me stray from the self-checkout theme for a moment to give credit where it’s due. I’m a big fan of how Lidl runs its supermarket operations, and I think they deserve praise.

They typically have just one staff member fixed at the checkout, while the rest are out on the floor doing other tasks. But as soon as the queue builds up beyond a certain point, a "floater" is summoned — someone who was stacking shelves or tidying and they jump on a till to reduce the line. Once things settle, they go right back to their original job.

As a former employer, I can only look at that kind of setup with awe and respect. It’s efficient, cost-aware, and most importantly - human. It keeps people employed, keeps service levels high, and proves that modern efficiency doesn't have to come at the cost of dignity or jobs.

So it begs the question:

Why can’t more supermarkets follow Lidl’s lead instead of going all-in on machines?

Conclusion – Time to Push Back?

So what can we the everyday shoppers do when the wheels of the big machine start rolling over staff, service, and dignity? When companies profit lines and their shareholders pockets become more important than the member of staff or the loyal customer. 

Do we wait and let it happen or do we take a stand, no matter how small and how awkward and try and do a little something something? Maybe start taking a line out of the alternatives above and just do what you can. When it is done and dusted, it is already too late to act.

Thanks for reading, David

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