How to handle bad consumer habits
Some consumers behave badly – that is a fact. However, this behavior can stem from various reasons, such as a lack of information, a gap between expectations and reality, or other factors. Regardless, these bad habits can usually be addressed and handled. Let’s dive into some of the bad consumer habits retailers experience and how to fix them!
Being a retailer is not easy. While every customer is an appreciated and valued visitor, they can also create additional pressure, especially on in-store staff members. Although the retail experience is often viewed from the customer’s perspective, it’s equally important to consider it from the standpoint of staff and store owners. This perspective can help bridge the gap between retailers and their customers – reducing friction wherever possible.
Is the customer always right?
A common misconception is that the customer is always right—this is usually not the case. However, this does not mean that the average store visitor behaves badly or creates problems out of spite. Often, discrepancies between the customer’s expectations and the retailer’s practices stem from a lack of knowledge. Retailers know their business best and typically base their entire business model on extensive experience and expertise.
However, failing to inform the customer about things such as return policies, store guidelines and other rules, it can create both tension and damaged brand reputation.
5 Bad Consumer Habits
So, what are some of the bad consumer habits that retailers often encounter in their stores? We’ve gathered a few examples, all based on real-life situations, to illustrate how these bad habits could potentially be changed.
Leaving items in the wrong place
It is common to change your mind – so also in the store. But leaving product items in random places is a great way to mess with the mood of the staff members, and to possibly create additional shrinkage for the store. What could be a common cause for this type of behaviour? Some of the most common reasons for leaving product items in the wrong place are:
• The customer did not find the right product initially
• The customer suddenly realized they went over budget
• The customer changed their mind
How can this habit be prevented? Several retailers have seen improvements by implementing self-scanning systems. By giving shoppers full control throughout the entire shopping trip—with a complete overview of the total cost, the location of desired products, and detailed product information such as a list of ingredients—customers can make more informed decisions when picking items off the shelf. This increases the likelihood that the items remain in the shopping cart until checkout.
Another innovative feature of newer self-scanning devices is enhanced GPS functionality: finding the way to the desired product in the store has never been easier.
Abandoning carts and baskets
Abandoned shopping carts and baskets can create a lot of extra work for staff members, having to replace all items individually – and some items may even be spoilt, especially in a grocery store setting.
A shopping cart can be abandoned by a customer for a variety of reasons:
Sudden need to leave the store
The customer realizing it doesn’t have the funds to pay
Long lines at the checkout, with the shopper being in a hurry
While some reasons for abandoning the shopping cart are legit – we have all forgotten our wallets at home at some point – other instances could be prevented. For example, the long lines to the manual checkout, which is a common reason for stressed store visitors to simply leave their items and exit the store, could be avoided by offering a faster and easier way of shopping.
Monopolize employee time
Having the possibility to ask for help is a great opportunity for shoppers to get the information they need, but also to feel valued and seen. That being said, there are several instances where it would have been both easier and more helpful for the customer to get the information by themselves. Looking around the store for available staff members can be a time-consuming task – and for in-store personnel this could also require a lot of time and effort if having to assist every shopper at the store.
Usually, there is an endless list of tasks for staff members to go through – and while being helpful towards customers is an important part of the role, it can sometimes add to the stress of having time to complete the other tasks. Adding retail technology with the capability to both inform the shoppers, but also to free up other time-consuming for staff members, can therefore be a great solution.
Shrinkage – intentional or not
One of the greatest issues that retailers face is shrinkage—the loss of inventory is a problem that has persisted for a long time. The reasons for shrinkage are many, including:
Shoplifting
Administrative errors
Employee theft
Product damage
Checkout/cashier errors
Naturally, each of these causes requires its own preventative measures. Here, let’s focus on shrinkage caused by consumers.
Shrinkage caused by store customers can result from both conscious and unconscious actions. Theft and shoplifting are intentional, whereas shoppers may also forget to scan items or fail to place them on the conveyor belt.
These issues can be mitigated with smart security measures. For instance, when offering self-scanning, both random and algorithm-triggered controls can effectively prevent shrinkage—whether it is intentional or accidental.
Ignoring store policies
Store policies can vary significantly—not only between different store chains but also due to factors such as location, laws, and regulations. It is generally the store’s responsibility to inform shoppers about its policies, and customers often need reminders during their shopping trips as well.
We may be optimistic, but we believe that store visitors do not ignore store policies out of spite. It is more reasonable to assume that customers have either missed or forgotten them. Sending notifications, reminders, and other visual cues can be an effective way to ensure that store policies are understood and followed. Combining digital and physical reminders is a practical approach to making store policies more noticeable and increasing compliance.
Naturally, habits are created and shaped by a multitude of factors and influences. These examples are simplified to highlight some of the most common issues retailers face. By continuously working to enhance the consumer experience, retailers can positively influence their customers’ perceptions of the store, the brand, and the products. Ultimately, this can also impact the habits these consumers develop—whether they are good or bad.
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