It seemed like progress but I think people just can’t take change. (or else they don’t understand basic queuing theory!!!)

And just to add insult to injury, this week they have added little ‘ropes’ between the lines, to separate each queue from the next even more!
Only last week I sent Coles a “Tell us what you think” card on this very subject.

And to think that a couple of years ago, this very supermarket did get it right , with one queue for all four tills…

A wink and a smile from the person at the register that signals “I know you’re waiting. Thanks for being patient with this pokey customer in front of you” can really give satisfaction ratings a lift.

This relates back to what Tom was talking about in the first comment.

But thanks for an excellent post. You’ve certainly hit on an important cognitive problem.

In Whole Foods Market in the US, they have multiple queues, however each queue is colour coded, and a computer manages demand across queues. An operator just presses next on their machine, and the computer selects the next available queue. This has the benefits of multiple queues, but without the problems described in this article.

At Superbarn, in Canberra, all the small purchase checkouts are in separate lanes, stacked 2 together to make them a bit smaller. Because each queue is a separate lane, people understand what is going on. It seems to me that Coles has not created enough visual space around the queues to show people what to do. A simple railing between each one might have fixed it, but then why bother with separate queues?

You are quite correct… this happens very often. I got so distracted by my efficient queueing argument that I forgot to mention it. It’s especially bad when there are people with prams or trolleys that you have to climb over to leave the store…and then the people with prams and trolleys feel bad because they get in your way, etc, etc!

B

This is an annoying situation for people who are being cut off, and an embarrassing situation for those who don’t realize what they’re supposed to be doing. I’ve seen it result in yelling fights. It astounds me that stores don’t put more thought and effort managing the very important checkout process.

You raise an interesting point…one that I had not really considered – perhaps it exposes me as a little selfish! I tend to think that once I have made it to the top of the queue, I will take the time I need – no more no less – to pay or discuss my issue or whatever the circumstance is.

@Jeremy Fubar –> I learnt a new word today…

I’ve started noting down a bit of reading list, so I shall add this one, thanks. Looks like it also talks about cross-cultural communication as well, which I also find quite interesting…and links back into Tom’s comment above.

@Michael I’m glad you found me! My stats tell me I did have some visitors from Coles, so it will be interesting to see if I note any changes in the future!

The old system at the Coles I was describing was similar to your old system, but, as you mention, all the physical objects were removed to create a feeling of increased openness and space (as I have noticed in the rest of the store). Sounds like your Target is a better system – maybe they could benefit from the line attendants in the Youtube video above! I’m sure the alert device you suggest wouldn’t be too hard to implement.

I have read a bit about Wesfarmers’ takeover of Coles, and I had heard that they have imported some experienced supermarket ‘gurus’ from the UK to turn Coles around. I know they are implementing some pretty big behind-the-scenes improvements, but what the customer sees and experiences has to be pretty important too!