Super-fun pak

Andrew Leonard recently posted about shopping with no human contact. I remember seeing a promotional video for self-service checkout systems that explained that, the systems wouldn't necessarily just eliminate jobs, but it would allow the stores to repurpose their staff from menial jobs to more customer-oriented jobs. Bullshit.

Technology is increasingly being used to replace human interactions. It certainly is the direction we've been going -- at least for the lower and middle class. In fact, I think most people prefer that. People are a PITA to deal with.

It was a shock to me when I visited Spain in the 1980's that few stores in Madrid even allowed you to browse. Most stores had their products inside glass display cases and you were not expected to look to see what they had, but rather to tell the shopkeeper what you needed and then to have him show you what products might meet your needs. The idea of "just looking" was utterly alien to them.

It used to be that sales people could offer useful insights to the customer. Recently Circuit City fired all of their most experienced salespeople. There was the perception that experience salespeople add more value because they presumably know the products and can more effectively answer questions. With the rise of the internet, I'm not so sure that's true anymore. Most people I know, compare features pretty carefully using the internet first and visit the store only to see and touch the products, to get a sense of the fit and polish. I tend to be skeptical of what salespeople have to say -- especially when you know they're being compelled to try to sell you "extended warranties" and other crap you don't need.

If you're really wealthy, of course, you can hire great people to pick out great stuff for you or harass people you don't like or whatever you want. And some stores, that cater to the wealthy, will continue to have highly-paid staff. But most people, seemingly, would really prefer to buy stuff at Voldemart and save a dollar or two.