Staff still necessary as more businesses likely to go cashierless: expert

TERRACE (NEWS 1130) — As Walmart looks to make some of its locations completely cashierless, a retail strategist says he doesn’t think we’ll see frontline workers disappear entirely from stores.

A handful of Walmart locations are set to go completely self-checkout later this summer as part of a pilot project, including one in Terrace.

David Ian Gray with DIG-360 says it’s a move more retailers are likely going to make, but adds they need to keep staff to do it successfully.

“There are customers who want speedy processes. And if it works, if it doesn’t break, it works for them — they’re going to adopt it. But there are also customers who want human interaction, or at least they want to feel like they’re in control of the choice,” Gray explains.

“I don’t think you’re suddenly gonna see every Walmart store have no frontline staff. I think if they commit to the idea of the host being a facilitator, and there’s plenty of them — so you’re not having to wait around if you’ve got a problem — in five years, we may look back and think why didn’t we do it sooner?”

The key to successfully doing this, Gray says, is still having frontline staff on hand to help customers when they run into trouble.

“We do online banking .. and there’s still banks, and there’s still people employed in different roles in those banks. I think we’re getting used to technology, but we don’t always like the change when it’s forced on us,” Gray says.

“There tends to be a little resistance from some … but we’re also pretty savvy gamers. And we’ll game the system as it comes out to us. So I think we are adapting to these technologies.”

Related Articles:

• B.C. Walmart to go completely cashier-less as part of pilot program

• Grocery work shifting amid increasing automation, online sales, report finds

• Vending machine pizza and robotic coffee: Pandemic accelerates restaurant automation

This change, according to Walmart, is part of a test project and will not cost anyone their job.

However, Gray adds Walmart will need to be “taking pains” to outline how the program will ensure workers are not impacted.

“They should really back that up and show it.”

He tells NEWS 1130, Walmart faces a challenge as it does not have a great reputation when it comes to labour practices.

“So anytime we’re introducing something that looks like, potentially people’s jobs may be lost, there is going to be a public concern.”

The leader of a provincial union representing grocery and retail workers told NEWS 1130 Monday, anxiety about possible job losses always accompanies news of increased automation.

“We certainly have concerns about the announcement that they are going to run a store completely cashierless,” says Kim Novak, president of UFCW Local 1518.

“This is something our members have been concerned about for quite some time because of the fact that that type of technological change impacts what is already quite a precarious and part-time workforce.”

The employees at the Terrace Walmart are not members of UFCW 1518, but Novak says she will be paying attention – and is hopeful the company will keep its word.

– With files from Jonathan Szekeres and Lisa Steacy