Barcode Scanner Issues on the Shopper's World Undercover Boss Episode

I think this is the 3rd or 4th time that the TV Show Undercover Boss on CBS has shown an episode that included some sort of issue with a point of sale system.

In the Shoppers World episode, one of the segments included problems with a barcode scanner not being able to scan the barcode tags and labels used in the store as well as problems with a handheld device used to check for markdowns.

The handheld device problems was attributed to WiFi issues which does point out that having business class routers and other business class IT equipment in your store is essential in order for the devices to work correctly. Given the size of the Shoppers World stores, they would likely benefit from having 2-3 hand held devices per store as well as having hot swap equipment in case a device needs repairs. In most cases, these types of devices can be moved from store to store with minimal programming.

The barcode scanning issue at the check out lane was a bit tougher to figure out as there are a lot of of variables related to barcode label/tag size and how the barcode scanners are programmed. I'm sure the issue has already been resolved at Shoppers World (or was just a made for reality TV moment) but the take away is to always work with your point of sale partner/vendor to make sure that the barcode scanners can be programmed to handle the sizes and types of labels and tags used in your business as well as the volume of transactions.

Some things to check on specific to labels, tags, barcode scanners, and the label/tag printers:

• Sizes of media being used
• Format being used
• Label/Tag printing being used (DPI, Thermal Transfer, Direct Thermal, etc)
• Size in mils of the barcode itself
• Type of barcode scanner: Laser, CCD, Single Line, Omni-Directional, Auto-sense, Trigger, near/far scanning, etc

Point being, make sure that you are getting them correct equipment for your business - while you may save $300 by going with a low cost barcode scanner, how much will you end up losing in employee errors and longer transaction times (and fewer repeat customers) by requiring manual entry of the product code if the barcode scanner can't scan the barcode?

Are you  in the US and in need of no cost retail point of sale advice?  I'm happy to help and can be reached on my cell at 208-340-5632 (I am on Mountain Time) or via email at kevinantosh@gmail.com. There is also a contact form to the right that can be used to reach me.

Undercover Boss - Again with Point of Sale Issues

I believe that this is my third post related to an episode of the CBS TV series "Undercover Boss" where segments of the episode includes problems and issues related to a point of sale system. In the most recent episode, True Value CEO Jon Hartman goes undercover posing as an employee. Whether you believe the show is part reality/part acting or all staged, here are some issues related to the point of sale system mentioned in the episode (note that I have worked with businesses similar to True Value in the past - including some Coast to Coast hardware stores and independent locally owned hardware stores):

1. Unable to look up stock/special orders while working with a customer on the sales floor
2. Point of sale system 'crashing'
3. Learning curve
4. Ability to count back change

So, what should the folks at the various stores do about this? Here is my (free and unbiased) advice to them:

1. The ability to look up stock and/or place special orders varies from system to system. At the very least, the point of sale systems that I have provided to hardware stores allow for a 'station' to be setup on the sales floor so employees can look up stock information and place special orders without the customer having to go to a checkout lane.  More advanced point of sale systems also the use of mobile devices and hand held computers to check stock, place special orders, and accept payment right from the device itself (sell anywhere - this also works great in garden centers and nurseries as well).
2. If the point of sale system is crashing, then get your IT staff and point of sale provider together to locate the source of the problem. Make sure all your hardware and software is up to date as well. Don't forget that 'dirty' power can cause problems as well. A simple line conditioner can work wonders if 'dirty' power is an issue.
3. It should never take more than 15 minutes to train a cashier on how to use a point of sale system unless the point of sale system is poorly designed.
4. If the change back display is not showing then there is a design flaw in the point of sale system (plus - everyone should known how to count back change and not rely on a display).

There is plenty more advice to share but it tends to require more details related to the various issues and problems.

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