C-stores’ personal touch key as giants cut staff

Tesco’s decision to reduce the number of customer service roles at its stores will allow independent retailers to capitalise on their unique strength in customer service, award-winning convenience store owners have told RN. 

The supermarket is to cut 1,700 jobs across its Extra, Superstore and Metro branches. These include 757 people managers, 667 compliance managers, and 226 customer experience managers. However, 900 new positions will also be created. 

Independent Achievers Academy (IAA) Customer Service finalist Vince Malone, of Tenby Stores Premier Express in Pembrokeshire, said the restructure can only be advantageous.

Meanwhile, Sainsbury’s has announced it will restructure managerial roles across stores to cut costs. The company was unable to provide specific detail, but the BBC has reported that “thousands” of staff will be affected.

“My customers also shop nearby at Tesco Express, but they often complain about the lack of friendliness. Shoppers return here and comment regularly on how we treat them,” said Mr Malone. 

Dave Hiscutt, winner of the IAA’s 2017 Overall Best Shop award for Londis Weymouth, Dorset, added: “Job losses are never good, but it shows how much importance independent retailers place on service and gives us a chance to stand out more. 

“Having friendly staff who go above and beyond when they serve customers is absolutely vital.”

Both restructures come as e-commerce giant Amazon opened a cashier-less convenience store in the US. Sensors recognise when a shopper picks up an item and walks out of the store, with the transaction being charged to their debit or credit card 10 minutes later.

Mr Malone said: “That might work in cities with busy office workers, but not in small towns or rural areas. Customers come into a store because of the interaction.”