Implications: How do you feel about the self-service line? Some folks are delighted to have a lane that is often faster… but I’ve talked to others that think they’re doing some of the store’s work without being compensated with higher savings for the lower degree of service.
More importantly… how do your customers feel about the balance of service, swiftness and convenience that you offer?
It can be impossible to please everyone all the time, but the more options you offer, the more people you will please. And if you must make compromises, focus on pleasing those people who buy lots of what you sell; the heavy-user target consumer that makes or breaks your business.