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Wegmans Test Self Checkout
Oct 4, 2008

Wegmans Food Markets Inc., which has received national recognition for customer service, has introduced self-checkout lanes at the Eastway store on Empire Boulevard in Penfield.Four of the lanes were unveiled Friday as part of a pilot program for the grocery chain, said spokeswoman Jo Natale. The store, near the border with Webster, also has 21 regular and express lanes. Read Full Article

Great service companies (and Wegmans is one of those) have several traits of commonality: Customize how you serve and do business the way your customers want to do business are just two of those  Successful service companies customize their business relationships with customers. These organizations value the differences in customer needs and respond with different solutions. There is more than one in most cases.

Make doing business with you easy and pleasurable and consider how customers want to do business. Assume the burden of inevitable aggravations for your customers. Companies who exceed their customers' expectations do so, in part, by creating experiences that are memorable because of their complete lack of angst. If checkout lines produce delays and speed of checkout is a factor, self-service checkouts are a solution option that should be considered. It is another way of doing business; its listening to customers and customizing your service solution to satisfy their needs.

Wegmans will test and evaluate this test and their past performance suggests clearly that they will decide upon what is right for their customers.

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"How You Do What You Do", by Bob Livingston

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