Tips for Today: Shorter Lines at the Register

 In Be The Leader, How To, New Store, Planning, Remarkability, Your Employees

Long lines at the register can be a bummer – especially if the customer has already had a great time shopping at your retail or grocery store. Even with only one register, there are things that you and your employees can do to expedite the lines and keep customers happy.

Tips for shorter register lines:

  1. Always make the customer that is live and in front of you (in the store) your priority. If the phone rings, pass it off to an employee not working at the register, or let it go to voicemail.
  2. Train all (or, at least most) employees to work the register(s). That way, you always have back up when you need it.
  3. That being said, train all employees to work with a sense of urgency, and to keep an eye on register lines so that they can jump in and help, or get someone that can help.
  4. If you have multiple registers, offer to take employees to another register if the line reaches a certain length.
  5. Keep your POS area tidy and stocked. That way you don’t have to run back to the stock room for supplies and delay customers further.
  6. If there’s room, offer to hold the next customer’s item or heavy shopping basket behind the register, so they don’t have to stand there holding it or resort to setting it on the floor.
  7. If a transaction requires a phone call or paperwork (like a return or special order), ask if you can help the customer to the side and then return to the register when/if you need to.
  8. If there is a technological delay (computer freezes or credit card reader is offline), explain the issue to the customers in line – so they aren’t left in the dark about the delay. If possible, re-route the line to another register.
  9. Thank customers for their patience once they arrive at the register.
  10. Thank customers again for their patience once they are leaving the register.

Do you have any other tips for keeping register lines short and mostly enjoyable?

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