Massmart COO Dries D’Hooghe revealed that the group is re-evaluating the decision to check till slips at the exit at Makro, Builders Warehouse, and Game stores.
D’Hooghe shared this information during a discussion about Massmart and Walmart in a Biznews podcast.
Massmart is one of South Africa’s largest retailers and operates numerous brands, including Makro, Game, and Builders Warehouse.
It has a presence in eight sub-Saharan countries and represents over 300 stores, which include retail and wholesale formats.
South African shoppers at Massmart stores have become accustomed to having their till slips and baskets checked at the exit.
This practice aims to reduce and prevent theft and loss due to criminal behaviour by shoppers and staff.
The process allows a quick comparison of the items in the trolley or bags with the list of items on the receipt.
The security personnel at the door verify that all merchandise leaving the store has been adequately paid for.
The visible presence of staff checking receipts acts as a deterrent, discouraging potential shoplifters who know their goods will be inspected.
It also helps prevent situations where a cashier might not scan certain items for a friend or accomplice, allowing the items to be taken out of the store without payment.
Another potential benefit is that it can alert the store if the cashier did not scan an item due to an oversight.
However, while this sounds like a good idea around a boardroom table, the reality is that it frustrates honest shoppers.
The security personnel typically pretend to check a few items and stamp the till slip instead of doing a comprehensive review of items in the trolley.
Security staff can’t review all items in trolleys on exit, as it will take too long and drive shoppers away.
Massmart reviewing checking till slips on exit
Biznews podcast host Alec Hogg asked D’Hooghe about the frustration which checking till slips when exiting a store causes.
D’Hooghe explained that it was one of the things they are reviewing as part of their focus on customer experience.
“What we are trying to do is that our internal problems don’t become our customers’ problems,” he explained.
He said many stores want to avoid losses, but that the actions they take to achieve this should not negatively affect their customers.
“It creates friction. We are working hard to avoid any friction for our customers on the front end,” he said.
“Our job is to remove friction for our customers so that they get a great shopping experience.”
D’Hooghe said they are investing heavily to ensure the Walmart culture is embedded in Massmart and the stores under its banner.
He explained that respect, integrity, service, and excellence are at the core of the company’s culture.
“With the introduction of the Walmart brand in South Africa, we are accelerating the cultural component of the company,” he said.
Last year, they took 110 associates from Massmart stores and distribution centres to the United States to experience the culture first-hand.
The company has also recently introduced Walmart Academies to the South African operation to embed its culture and grow staff members’ skills.
“All our store managers went through the Walmart Academies to build their skills,” D’Hooghe said.
