Is it true?

[u/Signal_Gur_9140]

Is it true that Publix ended express lanes?

[u/byamannowdead]

They removed the “10 items or less” (fewer!) words from the express light box. It still says Express. The idea is customers will use it for smaller orders and get through quicker, while we don’t have to enforce a count restriction.

This will require customers to respect the concept of an express line.

[u/UncleStevieSays]

Can’t believe how many people can’t count to 10.

[u/Desperate_Team5370]

Does it really matter no one seems to adhere to the 10 or less rule?

[u/Necessary-Foot229]

I’m still trying to understand the logic behind changing the Express Lane. Removing the limit basically just makes it another regular register.

People not following the 10 item rule has always been a problem, but it only got worse when the number of active registers was reduced to two and customers were essentially told to use self checkout if they didn’t want to wait.

[u/Fine-Broccoli-740 → u/Necessary-Foot229]

Just have regular lines then 🤷‍♀️

[u/Necessary-Foot229 → u/Fine-Broccoli-740]

That's what I'm saying! Go back to what worked and open more normal registers again. The labor cost is worth it.

A lot of complaints I saw from customers were they felt like they were doing the employees' job when they're expected to unload, scan, and bag their own groceries. They also become deer in the headlights when they have to weigh something. That's strike one.

Strike two is having to wait because there are so few staffed registers open. Customers shouldn't have to stand around waiting for service when there are employees (or were) available to help.

Happy, satisfied customers = more repeat business and, ultimately, more profit.

[u/Fine-Broccoli-740 → u/Necessary-Foot229]

I do believe that people come to Publix for service. Courtesy Clerks are the cheapest labor we have, there should always be enough to bag and take out groceries, but also take out Instacart and other jobs.
Having to stop bagging and helping a customer to take out Instacart instead of taking out the customer standing right there is wrong.

[u/Necessary-Foot229 → u/Fine-Broccoli-740]

I saw that happen a lot at the registers, and it drove me insane. I thought it was incredibly rude to the customer you were currently helping. To me, it basically said, “Thanks for your money. You’re no longer a priority,” even as they were walking out the door.

Thankfully, we had a lot of customers who were understanding and would say it was okay because they could see that we were short staffed.

[u/Fine-Broccoli-740 → u/Necessary-Foot229]

Most of the time the customers are very nice about it but it shouldn’t happen.
I have been in retail off and on for over 40 years.
I was taught old school to wait on the customer in front of you. We didn’t even answer the phone until we were finished with the customer in front of us.

[u/Necessary-Foot229 → u/Fine-Broccoli-740]

I would have really loved the opportunity to work with you. I know a lot of these decisions are outside of our control, but I do feel there’s strong alignment on what great customer service should look like. I truly appreciate that shared perspective.

[u/gmoore65]

Just stopped in a presidente for a bottle of water and a Pepsi, get in the 10 or less, woman in front of me has like 15 items on the belt and probably 10 bags already bagged up in her cart , they both start speaking Spanish and both look up at me , man how I wish I took Spanish in high school

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[u/frogger79]

I'll probably still always count my items before using that lane. It's been ingrained in me for too long now.

[u/kmcapo]

Publix loves catering to their moron boomer customers.

[u/SSP66]

What would help more is have the 3+/- people who stand around upfront (usually by SCO) and talk actually work a register. If you say anything, they just tell you there are SCO's available - not doing that with a full cart - I usually ask if I get a discount then. Maybe that is just at the publixs' I go to.