It's Official: Everyone Hates the Plexiglass Jails for Everyday Items.
Here's the proof
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Now, on with today’s article.
Spending money on toothpaste and deodorant already feels like a chore. Now, major retailers are locking up these everyday essentials in plexiglass jails to deter theft. I’m sure you’ve seen it.
But is it working?
It may deter theft, but it’s also an honest customer repellant. People hate waiting for an associate to unlock the case. I think they hate it more than the DMV. I mean, they really hate it.
Here’s an example I saw recently on TikTok - and let me tell you, the comments had me rolling.
If it’s locked up, people walk out
Creator Alex Falcone recently shared his experience of going into a Target store and finding that those everyday essentials: shampoo, deodorant, and contact lens solutions were all locked behind a plexiglass case.
Falcone says that if he ever walks into a store and the items are locked behind a plexiglass case, “He’s good. He doesn’t need it anymore.”
He also points out the absurdity of calling an associate over to unlock the case and then having customers head to self-checkout. So, we can’t be trusted to pick out the shampoo, but we can be trusted to ring ourselves up.
It makes no sense.
Also, if companies can spend money to have someone open a case, they should have money to add more cashiers to their stores.
His video has racked up over 100,000 likes and 7,176 comments, and over 2700 people have saved it.
“My brain fell out.”
Now, the best part of this video is in the comments. I pulled out a good amount so you can see the wide variety of disdain from average shoppers.
“I’ll stand in the aisle and order it on Amazon while I’m still in Target.” - Hannah.
I’m pretty sure I’ve done this.
“I would literally rather wait three days for Amazon than three minutes for someone to unlock a case.” - charlie.
I mean, same.
“It’s like when the pump says, ‘see cashier’. I immediately go to a different gas station.” - Vagabond_12
I admit I also do this. I’m not going inside a gas station. No way.
“It also adds pressure to be decisive. I want to smell the different body washes, but now I’d have to make some kid wait, and I’m not gonna do that.” - Allie.
Allie has a great point here. Locking up those items you usually would take time to explore and smell is gone. No one wants to leisurely shop and sniff all the shampoos when an employee is standing there waiting.
“The spray paint was locked up in Joann’s but the overflow was in a box on top of the shelf. I just grabbed one from there. 😂” - Just Kate Glassworks
I love it. I would’ve done the same thing.
“I couldn’t find the cheapo Suave I always used at my grocery store and realized it was behind plexiglass up front and my brain fell out.” - c
I’m dead.
“Target used to be so fun. I haven’t gone in 2 years lol.” - Liastyleshair
Now, if you have any influence over decisions at drugstores or Target or Walmart, get to changing this - fast.
Your customers are telling you that shopping at your stores used to be fun but they haven’t gone in a store in two years. That comment alone should make you spit out your coffee.
You all spent a lot of money on plexiglass cases, but you need to take the “L” here.
This isn’t working. Customers hate it, and you’re losing sales.
Guarding product sucks for everyone
When I was working in retail, we sold Ethika boxers. Ethika makes boxer briefs with bright colors and patterns. One would have a galaxy pattern with an astronaut. Another would have a dinosaur walking through a cityscape. The patterns were fantastical, eye-catching, trendy, and quite pricy.
Eventually, the thieves caught on. They’d come in, clear off a fixture, and walk out. Stores were losing major money. So, the response was to keep them behind the cash wrap. We displayed them on the wall behind the counter, leading to several consequences.
One - customers couldn’t find them. If you’re searching for a fixture in the men’s department, you may not think to look up at the cash wrap or even ask anybody. Many people just left thinking we didn’t carry them anymore.
Two - it takes a lot of time to help customers sort through all those patterns. You have to play the “this one, that one” game, find the right size, and chat through every design. Whereas before, customers could help themselves and take their time browsing. Similar to the sniffing the shampoo.
I don’t have a better solution to that Ethika problem. We made it work with them behind the counter, but the whole situation was a bummer.
Tell me when I can attend the bonfire
Now, the plexiglass cases are a different story. People are not going for it, and they never will. People are raging about it on social media and taking their business elsewhere. Listen to them.
The answer here is two-fold.
After you destroy the plexiglass cases in a glorious bonfire -
HIRE PEOPLE
PAY THEM WELL
That’s it. Invest in them, and they will invest in you. Train them. Give a shit. Provide them with a way to be involved and have a career, and they will be dedicated.
After that, your customers will return because you’ve provided a pleasant shopping experience for them. You showed your customers you care, too. They will reward you by handing over their hard-earned dollars.
In ten years, we’ll look back on the plexiglass case era as we look at flip phones and think, “Oh god, glad that phase is over!”
Either that or Amazon will, in fact, rule the world.
Your chance is now, retailers. Do the right thing for your customers and your business.
Podcast Alert
I invite you to listen to my guest appearance on the F’ing Up Podcast, hosted by Deanne Rhynard. Check it out on your commute, dog walk, or lunch break.
Links:
Apple: https://lnkd.in/gXhjfFHr
Spotify: https://lnkd.in/g4NiPB8Q
Cheers!
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Based in Southern California, Kit Campoy is a former retail leader turned freelance writer. She covers Retail, Leadership, and Business. Contact her here for blog posts & artilces, LinkedIn content, or 1:1 coaching.
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Clear picture of what customers are experiencing and saying. More staff and less plexiglass!! Yes!!