"There are too many self checkouts and not enough registers with cashiers open. Self checkouts take jobs and I don't like that." Ever seen that one on MX voices–yep, me too! Why is it that the home office holds such a double standard on MX voices. If the concern is towards the club, then it must be dealt with and corrected immediately. However, if it is a home office issue like checkout lines and lack of cashiers, they are allowed to ignore the voice of our members. In this instance, they don't care what the members want. We only value member feedback that criticizes the club, not going to change the way we run our business just because you don't like it. Save your breath complaining about the robotic floor machines because we don't really care what you think about it. We care that it saves us money.
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Until members stop renewing there membership nothing is going to change. They are forcing members to use self checkouts because no one wants to stand 5 deep in a line so they give in and start using self checkouts. The future is all self checkouts and scan and go. The next 3 years will be more changes eliminating more and more jobs. Eventually clubs will need 70 or less people to operate clubs.
Mx voices also effects our Sam's share. We have no control over self checkouts, how many registers are open, etc. Managers don't care. It doesn't effect their yearly bonus. They never take member complaints anyways. They pass it on to a team lead that has no way of fixing the problem. So that's member service.
They need complaints you cant fix because your bonus is now tied in with mx voices. Another way they save money and the associates lose out.
By far the most common mx voice complaint we receive is about the ratio of live cashiers to self checkouts and the HO does absolutely nothing about it. How do you get by with ignoring the number one complaint and do you really think it is wise to do so?
That's exactly right. You bend over backwards for the customer. HO doesn't do anything. They bend over because their pockets are so full of money.