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[annieb]

Visited the new M&S store in Llandudno yesterday and found that their  cafe and clothing department all have self-service checkouts. No option for counter service and a PERSON.
If someone hadn't been actually using the self-service checkout in the cafe (due to the way they were positioned and the angle we approached from) we initially wouldn't have seen it was there. Didn't find it too difficult to use to be fair but then hubby and I are computer-savvy.  As we drank our tea we noticed that at least half the people arriving at the cafe were confused by the system and had to be helped by a member of staff. One couple (elderly people) tried to go to the counter to order (there was actually a till tucked away there) and were escorted to the self service and told how to use it. Another couple walked away in frustration.
Downstairs to the clothing dept - again all self service.  I figured it out but I'm sure my elderly but pretty sharp  mother would not have done so without help - it said on the screen to TYPE in the barcode but there was a scanner there and hate to think what it will be like in there at Christmas.
The only contact I had in the clothing dept was a member of staff approached me (as I as looking a bit confused initially) and said "Hello Madam, are you paying by card?"  I replied yes and she pointed at the machine.  That was the total interaction!!!!
Interested to know what everyone's thoughts are on this.  Personally I'm not too bothered as am used to self-checkout but would prefer to be served by a person and really my main concern is that lack of social interaction.  I owned a shop years ago and we had many older people who would just come in for a chat (some never bought anything). I feel that sometimes you just need a short exchange of pleasantries when you are out and about and this is definitely missing in M&S now.

[CLKD]

I won't use shops or car parks that don't accept cash or has a person at the Till.  End of.  This is discrimination against the elderly though there is no legal term for 'elderly'.

Humans need jobs.  Companies need customers.  If they alienate me then I go on line = loss of shops in the high street.  The public are being harassed into using this type of system which isn't actually a 'service'.  Also a person has to stand there to help others who are confused.  So why not have that person on a till?

Once the tourist industry realises that footfall has dropped and shops are closing due to not enabling the public to spend as we want in car parks ..........

I haven't had a swipe card for security reasons.  The antique trade relies on case over the counter for an instant spur of the moment sale otherwise potential customers walk away.

So there  well you did ask ;-)

How was the weather in Llandudno?

[annieb]

  I did ask  .  As hubby says - there should be an option. If you go into Tesco or Sainsbury you can choose self-service or real person / cash or card.
Weather was amazing.  Wet and overcast when we left home and dark clouds over Snowdon but sun came out as we came into Llandudno and had a glorious day. Not too hot and a cooling breeze from the sea . Fish & chips for our supper sitting on the front at Colywn Bay. What more can you ask for
  Apart from a proper checkout in M& S

[Taz2]

They're not listening https://www.telegraph.co.uk/business/2023/05/24/marks-spencer-self-service-tills-clothing-homeware/

Taz x 

[Taz2]

This might be a better link https://www.chargedretail.co.uk/2023/02/13/marks-and-spencer-tills/

Taz x

[Songbird]

I agree Annie. Our local M and S, to be fair, have the self-service checkouts as well as traditional till (and the small coffee shop has a person to serve) so so far so good but I fear that it will move towards the “minimal interaction” with customers model. I think that’s not good at all. My mother would have no chance of managing in this situation. Banks have been going that way for some time too. Discriminatory and, frankly, the true meaning of customer service is disappearing fast! And I’ll tell you something else about M and S………
They don’t give you a saucer with your cup of tea or coffee now 🙄. I want a saucer 

[CLKD]

 . Mum always wanted a saucer even with a mug  . Where does 1 put one's spoon 

[littleminnie]

I don’t think we have any car parks round here that accept cash (except Asda).  You have to use the ring and go app. It’s really good to be fair, you can add extra time on without going back to your car.
I always use the self service checkouts as I hate queueing

[CLKD]

I don't have that type of mobile.  I'm not going to spend out money simply to satisfy the 'modern' way of paying. 

[annieb]

We noticed the lack of saucer too!! I know this sounds a bit OCD but it just looked to me as though they had forgotten to send out a saucer as the cups looked like teacups not mugs. Just odd!
I'm not sure about the rest of you but I'm getting thorough sick of being told to download the app.  I do now have a fancy phone but get a bit confused with it. When I get into a car park I just want to pay and not have to download an app to be able to park.
On the other hand as littleminnie says these apps do have their upside. Would just like there to be a choice.

[Taz2]

I think we should have a choice between cash or card/phone/app but I must admit I very rarely need cash where I am. I love the carparks where I can use an app purely as I now don't keep paying for more than I need.  When we were visiting places before we'd put a few hours on but often returned early. Now we put the minimum and just top it up as we need. Our local pub only takes cash so we now call money 'beer tokens' as that's the only place we use it 🤣

Taz x

[CLKD]

My grandparents and FinL went to War to give us choice 

I think that women in particular when using an app to pay at a car park can be vulnerable.  Putting coins into a slot means that we are less likely to have the phone snatched whilst trying to pay!

[Taz2]

You don't have to go to a machine. You just pay from the car and then you can top it up from wherever you've gone to. Much safer than standing by a machine putting coins in a slot I think. I like using RingGo the best.

Taz x

[littleminnie]

And you don’t get wet queuing to pay 

[CLKD]

I'd rather get wet