Hobby Lobby is a popular arts and crafts store chain with over 900 locations across the United States. However, unlike many other major retailers, Hobby Lobby stores do not have self-checkout stations or scanners for customers to scan and bag their own items.
This lack of scanners has led some customers to wonder why Hobby Lobby does not implement this technology to potentially save money on cashiers and improve customer convenience. There are a few key reasons why Hobby Lobby has chosen not to use scanners so far.
High Rate of Theft
One of the main reasons scanners have not been adopted is that small items that customers purchase from Hobby Lobby, like jewelry charms, small craft supplies, and modeling accessories would be easy to conceal and steal if customers could scan their own items. Employees keep a close eye while ringing up purchases to prevent five finger discounts.
Hobby Lobby likely worries that allowing self-scanning would lead to increased shoplifting and lost revenue from theft. The scanners would not prevent sneaky customers from “forgetting” to scan some items or scanning lower priced barcode stickers placed over more expensive merchandise barcodes.
Solutions to High Theft Rates
While Hobby Lobby is right to be concerned about increased theft, there are some potential solutions stores could implement to allow scanning while preventing loss of merchandise:
- Have an employee monitor the self-checkout area at all times
- Use advanced scanner software that detects when items are not scanned
- Place security tags on particularly high theft risk items that would trigger alarms if not scanned properly
Customer Service Focus
Another central part of Hobby Lobby’s brand image is providing excellent customer service. Employees provide suggestions to shoppers, answer detailed questions about projects, and give design advice. Relying solely on self-checkout scanners would limit these personalized interactions.
The crafting space relies heavily on inspiration and education. Eliminating face-to-face conversations during checkout could negatively impact the shopping experience. Customers may appreciate talking through project plans or having an employee confirm a material selection.
Alternative Customer Service Options
However, stores could offer self-scanning while still providing customer assistance through steps like:
- Having employees roam the self-checkout area to answer questions
- Offering a dedicated service counter near registers staffed to assist
- Implementing a call button at scanning stations to call an associate for help
Targeting Computer-Averse Customers
Research shows some demographics, like older adults and rural residents, use technology and internet-connected devices at lower rates. These demographics are also core Hobby Lobby customer bases, who appreciate a more traditional in-person shopping experience.
Removing manned registers in favor of scanners may alienate these customers who prefer checking out with an employee. While overall consumer familiarity with scanners is increasing, catering service to this computer-averse segment has likely contributed to the choice not to modernize.
Accommodating Low-Tech Customers
To allow scanning while still welcoming low-tech shoppers, Hobby Lobby could:
- Keep some traditional cashier-operated registers
- Station employees in the self-checkout area to provide hands-on assistance
- Offer low-tech payment options like cash or check for reluctant adopters of new payment technologies
Difficulty Scanning Bulky Items
Scanning stations are designed with smaller, uniform-sized packages in mind. But Hobby Lobby carries all shapes and sizes of merchandise – from fabric bolts to furniture to floral wreaths. Self-scanning each unique item would be incredibly time consuming and impractical.
Loading large, heavy products like baskets of faux plants onto small scanner scales would also pose logistical challenges. And lifting something like a massive canvas to scan a barcode on the back seems like an accident waiting to happen.
Possible Solutions
To one day allow self-scanning without the headaches around oversized items, Hobby Lobby could:
- Have a separate pickup counter for large items instead of taking them through checkout
- Place scannable barcodes on multiple sides of bulky products
- Allow customers to key in a numerical code for unwieldy items that lack a barcode
Expense of the Technology
Outfitting each store with multiple self-checkout stations requires a substantial upfront investment and ongoing technical support expenses. Each scanner would cost several thousand dollars, adding up quickly for a chain with over 900 locations.
The cost savings from transitioning cashier roles into other tasks in the stores may eventually offset the scanner expenses. But for a store that likely operates on relatively slim profit margins like Hobby Lobby, the board of directors probably does not think the scanner price tag yet justifies the benefits.
However, as scanning technology gets cheaper and consumer demand increases, the scales may eventually tip in favor of implementing scanners from a business perspective.
Potential Future Use
While Hobby Lobby does not currently rely on self-service scanners for the reasons outlined, it is possible stores will head in that direction to keep up with consumer preferences for fast, convenient shopping. There are steps stores can take to facilitate scanning while still providing a personalized, theft-free customer experience.
It will remain an interesting brand decision for Hobby Lobby leadership to weigh the risks of changing key service elements core customers love versus potential efficiency gains from modernizing checkout. Retailers must constantly evaluate new technologies to balance customer satisfaction with business profitability.
