BUYING a paper’s getting tough. It’s not the cost or walk to the newsagent that’s the problem, it’s the waiting that kills; having to line up behind all those Lotto jockeys snaking to the counter in front of you to lodge their mortgage-busting dreams, the Powerball, Pools and Motza Megapick numbers.
If they’re not lodging, they’re handing over fistfuls of crumpled tickets to be scanned by the GamblerTron. They then stuff about studying the forest of instant scratchies displayed under the counter.
From the Heckler column in today’s Sydney Morning Herald. Read the whole thing as he turns his attention to the post office.
He should do what others do. ie, push past people waiting, through his money on the counter and dissapear before the newsagency staff even have a chance to see what he has bought. He’s right about AP though, but he forgot to mention Retra Vision selling Ciggies and stationery, Video Ezy selling Ciggies, the list goes on. Maybe newsagencies need to look at selling Washing machines, Plasma TVs and Fish & Chips.
Why did’nt Golden Casket implement a scanning device in front of the Lotto counter for customers to check their tickets when they upgraded their system last year. Western Australia has it and it eliminates us checking all their non-winning tickets.
I am constantly frustrated @ people calling out your name and throwing money on the counter saying ‘just got the paper’ while the 5 people in front of them are waiting patiently with just the paper. You have to stop serving the person in front of you and yell over the top of people to ask wich paper they have got. There are 15 different papers on sale! Seriously, the most they would have to wait is a couple of minutes. It says more about them than the shop I think. Our staff have been instructed to try and handle the papers to check for theft or the possibility that the person has picked up more than one paper, so a customer throwing their money on the table & racing out makes us sus.
I can empathise somewhat with what customers are saying, they were once used to less technological services however things have evolved where many tech services are offerred and taken advantage of by the customer of today.
I have no idea what the answer could be for the customer on this issue, however I do get annoyed at times when people do as you guys have said throw the money down and walk out, yes the free magazine scam hidden in the paper are used by these customers also.
People in a hurry that do that, “have” to have their paper scanned by staff, polite people don’t. That’s what we do anyway.
Manni, That scanning device sounds great. The time saved would be huge and people would take more care with their tickets, not handing over wet one’s like over the past few days as well.
The only problem with the scanning device is that we lose contact with even more customers. While it annoys us more than I can say, checking coupons means that we have an opportunity to connect with people – this becomes more vital as people start rating customer service higher on their list of priorities.
I am looking for more ways to engage with the customers and thankfully my staff are the driving force behind this idea.
I am on the side of the customers throwing down their money on the counter and walking. There is nothing more frustration than waiting for 5 minutes to buy a paper while some old bitty um’s and ah’s over what to waste her pension on this week.
John, have you ever been in a harvey norman store and stand there waiting for someone to serve you when all the staff are tied up with people asking stupid questions with no intent to buy anything? It happens in all retail situations not just newsagencies, but because it is “only” a newspaper or a scratchie we are expected to not offer customer service.
That being stated we train all are staff to scan the customers and serve people with one item only while they are serving others. The only problem is when these customers suddenly then want a scratchie or a pack of smokes or chewing gum, or lotto themselves.
John, How many times does this happen? Seriously? Managing our counter comes first – I am sure this is the case in most newsagencies.
I find the customer inconsistency funny. Happy to wait, uncomplaining, in the cattle run at the Post Office for 20 mins yet cannot wait 1 minute at the newsagency. I see it all the time and it always makes me shake my head.
I agree with everyone on this. It’s various displays of human behaviour that we can’t do much about.
It annoys me when someone waits inline (especially a superdraw), with prices of quickpicks postered all around the shop, then when they’ve waited five minutes take their time holding everyone up deciding what they’re going to purchase.
Arrgh, “Get you sh*t together” I’d love to say…
The Harvey Norman example is classic. I went to purchase an outdoor setting in a new complex housing numerous big name homeware stores.
Cashed up and ready to purchase. The first store had less customers than staff, who did everything to look busy and not serve me, so I went to the next store and upon entry was pounced on by staff asking if I needed help a total of five times by the time I got to the department.
Went to the third store, greeted with a smile, able to walk to the department without being harrassed, found the setting bought it quickly and got out.
*But the tool of the day went to me, seeing the flat pack couldn’t fit in the hatch back, and I had to walk home with it on my back with people honking horns at me laughing Arrgh.
Haaa Was that you?
Nah, kidding :-p
Haaa That was you?
Nah, just kidding :-p
I am probably going to get pounced on for this but anyway….a newsagent at my local shopping centre, (quite big….60-70 shops) has an honesty jar for people with just newswpapers. I’m not sure ho they keep track of which newspapers but it seems to work really well….not sure how much stock walks out the door though!
No pouncing here Daniel, your idea is perfect in theory and is used I am sure. Unfourtunately the most unsuspecting customers take advantage of the honesty jar, between the paper they have may other items.
A quick way to become unprofitable
Personally I would like to use an honesty jar but I cannot afford to.
Derek
I’ve thought of the U.S style vending machine they have on the streets over there. Load’em up, and let customers put coins in and take the paper.
There’s pluses and minuses with this though.
Here’s what they look like:
http://www.youtube.com/watch?v=KZhfEr14rhY
Michael
Yes pluses and minuses, that is another reason why we must be aware not to rely on Newspapers to draw customers into our business’s in changing times. When they are introduced into Australia they will be the death of many a newsagent because they have not prepared for change.
I rely as many of us do on the upsell when a customer requires a paper.
Whilst slightly off the topic, but related to Australia Post and Newsagencies, we are a Post Point agency for Australia Post and recently sought to have these services expanded. We have the oldest demographic in Australia and yet are the only suburb without a full service Australia Post outlet.
We have the second largest catchment population in our area, and local state MP’s got on the band wagon (it was election time…) and a petition was developed, with over 60% of catchment population signing in a 30 day period.
The formal rejection notice was received yesterday and I find it amazing were they state “the primary charter of Australia Post is to provide access to postal services.” From estimations any government owned Australia Post outlet have not more than 25% of their shop dedicated to provision of postal services…
Further, the reply misses the point where they assume Newsagent customers are not Australia Post customers “The mobility restrictions of your customers are recognised and it is acknowledged that most people would prefer the convenience of local electronic bill payment and banking facilities.”
Ahh well, there is the smell of a Federal Election in the air, we are a marginal seat and I know government agencies hate federal MP’s becoming involved, so let’s push them a little further…
Cheers
Peter
@michael
there are some newspaper machines i’ve seen around in victoria.
@daniel
have you heard of the shopkeeper who left his shop open unattended on boxing day, with only a honesty box?
http://www.4to40.com/newsat4/index.asp?id=2400
Does anybody know who I would contact about having a new piece of Australian software that helps senior citizens with computers stocked in news agencies around the country? Is there a central body linking news agencies?
Any help would be extremely appreciated!
Kind regards,
Ben Hall
mail@bigbuttons.com.au