there I am, in the checkout line waiting for my turn and suddenly I hear in the row next to me, someone speaking in a less than ideal tone of voice
it seemed like they were returning an item and the checkout line was slow to move
I waited a minute or so
then I calculated that the roi on not completing this purchase is actually higher than waiting
in retro, I think if retail stores apply some good old systems thinking and separate concerns within the retail space
thing will improve a lot, there is natural precedence for this
this is how rivers branch out into streams
this is how ants form trains
this is how branches on a tree grow
customers in a retail space will also branch out based on the nature of exchange
you just have to create the right pathways for them
pathway 1, customers buying should be directed to a specialised buying counter, as there always is 1 in retail stores
pathway 2, customers exchanging items should be directed to another specialised counter
pathway 3, customers returning items should be directed to another specialised counter
when a customer enters the shop, the person greeting them should be instructed in finding out their cohort and sending them their merry way, path, way
for the customers returning product, experience will be further enhanced by presenting them with something complimentary
with no strings attached, *after* issuing them a full refund, so they do not feel obliged to shop more
perhaps a gift voucher worth 20% of their initial purchase, of course not to the same customer twice
be separating the system streams into 3 distinct functions
decision fatigue reduction will compound for employees, for customers and for other stakeholders
Usman Gondal 