Shopping Cart Etiquette

There are many small gestures we can perform throughout the day that make life easier for other people. Random acts of kindness can inspire others to do the same. One example would be serving those who serve you.

Instead of leaving your shopping cart in the middle of the parking lot, why not return it to where it belongs? Simply returning it to the cart corral or front of the store not only makes someone’s job easier, it avoids creating a hassle for your fellow customers.  We’ve all seen that empty parking space ahead only to find it being occupied by a random cart left behind by a thoughtless patron. Some of us have actually had our vehicles damaged by a runaway cart in the parking lot.

It’s a small act that doesn’t require a lot of thought or energy. However, it will be greatly appreciated by all. This is especially true for those who must constantly retrieve random shopping carts during extreme temperatures and weather.

Shopping Cart vs. Buggy

Do you call it a shopping cart, a buggy or something different? Depending on where you live, you have probably heard people refer to the wheeled contraption that holds your groceries by several different nouns. The most common name is “shopping cart.” However, if you live in the southern United States, the term “buggy” is often used. Even though a shopping cart and a shopping basket are two different things, people sometimes use these labels interchangeably. We have even heard the term “bass cart.” After scouring the net, we found several studies on the matter. Below is our conclusion. 

Shopping Cart Repair: Common Problems

If you own or manage a grocery store you have probably been faced with the daunting task of repairing your shopping carts. Not only does malfunctioning or worn out equipment create a problem for you shoppers, it creates an added expense affecting your bottom line. Nevertheless, keeping up with maintenance is often cheaper than replacing an entire fleet of shopping carts. Below is a list of common parts and components that eventually will require your attention.

1. Wheels and casters. Most often it is the bearings that become worn. This can cause the dreaded “wheel wobble.” The tread can also wear. Luckily replacement wheels are inexpensive and easy to install.
2. Child Seat belts. This is another common item that will eventually need to be replaced. Constant use or getting caught between the endgate can gradually wear down the material and locking mechanism.
3. Baby seats. Most shopping carts are used by over a hundred people a week. There is no doubt that a substantial portion of your customers will have infants. Baby seats are also a prime spot for a 24 pack of beer – maybe even a bag of ice. Eventually the lettering will fade and the material will begin to crack.
4. Welding.  A slightly worn or broken frame can be welded. If the damage is minor most of these issues can be repaired.

Creating and Maintaining Custom Store Promotions That Work

Why are so many supermarkets, grocery store and retail outlets so stale and delinquent in their own space? It's not that they lack bright and cheerful employees or smart planners. What is missing is investment, brand management, architecture, interior design, customer anthropology and custom promotion design.

Let's go over 10 key elements that will greatly improve the customer experience while vastly improving your overall brand.

1. The promotion is honest, transparent and encourages customer interaction.
2. Employees and managers are organized, happy and eager to serve customers.
3. The use of technology is integrated at all levels of the operation, making choices for customers easy and fun.
4. Customer service is not just wallpaper or marketing - but centered on the brand. Benchmarking is used not only to track performance, but to fix problems and locate areas that need improvement.
5. The entire shopping experience is easy and enjoyable. The transition from shopper to buyer/customer should be fun as much as it is practical.
6. Failure and recovery is the primary test of whether the brand is working, and if it values customer business and loyalty.
7. Details matter. Everything from visual signs to scripts and receipts are part of the experience and management. Make sure your displays are appealing and alluring.
8. Competitive benchmarking is not just measured by profits, but by customer satisfaction.
9. Service and performance must be consistent. The goal is to make this part of the reputation that is hardwired into the minds of your shoppers.
10. Reward your employees for good service. Give your personnel incentives for maintaining your good reputation.

Too often companies and brands get the basics wrong. More often than not, it is these small details and basics that are the easiest things to change. Making sure you offer the right services and promotions at the correct location in your store is imperative. Don't place advertisements for produce near the dairy case. Make sure you place your cartwipe stand in the entry way right next to the shopping cart corral. The key is to learn how to link the brand to service and delivery. This requires learning who, how and what customers do and expect when they enter your store. Don't make promises you can't keep. Make sure your visual brand is consistent with the reputation you build with your customers. At the end of the day - if you don't offer good service or if the brand fails to deliver, shoppers will go elsewhere.

Shopping Cart Retention Systems

Are people constantly stealing your shopping carts from your parking lot? Shopping cart retention systems are becoming increasingly popular with store chains and private retail operations.

Watch as the front wheel locks when this man attempts to push the cart beyond the boundary.

Neglecting Shopping Cart Maintenance

Ever wonder why that one wheel on your shopping cart doesn't want to cooperate? Neglecting shopping cart maintenance can lead to several hassles. Replacing worn out wheels is probably the most common shopping cart maintenance request in the industry. A broken wheel or caster is a major irritant for shoppers. The Arizona Science Center did a short video explaining this common problem people encounter in the grocery store.

Becoming a Germophobe in the Supermarket

By now you have probably seen the shopping cart wipe stand at the front of just about every grocery store you walk into. Sometimes you will see a wipe dispenser hanging from a fixture by the cart corral. Other times you will encounter an entire cart wipe station, complete with a convenient trash can to discard used wipes.

There is a reason cart wipes are becoming a national trend. Several studies have surfaced that reveal what really resides on our shopping cart handles and baby seats. Think about it. Most carts are used by at least a hundred people each week. This includes people who may be carrying the flu or cold virus. That baby seat may look like a perfect spot for your fresh produce, but it can harbor germs left by an infant armed with the loaded diaper. Leaking bags of seafood or raw chicken can leave traces of salmonella and other harmful contaminants all over cart components.

A recent study at the University of Arizona reveals just how filthy and germ-laden shopping carts can be. Researchers swabbed 85 carts from four different states. Over 72 percent of the carts tested positive for fecal bacteria. When they examined some of the samples, they discovered Escherichia coli, also known as E. coli, on over half of them. Those conducting the study actually found more fecal bacteria on grocery cart handles than you would typically find in a bathroom. The main reason for this is simply that bathrooms are usually disinfected more often than shopping carts.

The reality behind this hidden nastiness is that it can make your very sick. Every time you touch a tainted cart handle you pick up thousands of germs. If you immediately rub your eyes or touch your mouth, you are giving these microbes an open door invitation to your immune system. Teething babies can become ill after putting their mouths on dirty cart components. Washing your hands after using a shopping cart is a good idea, but by that time it is usually too late. The best solution is to disinfect cart components prior to using them.

Since most stores rarely clean and disinfect their shopping carts, it’s up to the shopper.

High quality cart wipes contain a non-alcohol sanitizing solution. This is good because alcohol can dry out your skin. Benzalkonium Chloride is the most common chemical found in the best wipes on the market. Wiping down the most common areas such as the seat and handle will kill millions of germs you would otherwise come in contact with. Many shoppers forget to wipe the areas they place their produce and fresh fruit. This is extremely important considering fresh fruit and produce are the most likely items in your basket to become contaminated.

So, next time you are at the supermarket or your favorite grocery store, make sure to wipe down your cart before you make the trip down the aisles. It’s just the healthy thing to do. If your favorite store doesn’t have a cartwipe stand near the entrance, talk to the manager about getting one.