The recent decision by Greggs, the UK’s largest bakery chain, to trial the removal of popular self-serve items from select locations has drawn significant backlash from customers. This initiative, aimed at addressing higher levels of anti-social behaviour, has left many patrons expressing their dismay and frustration on social media platforms.
The changes, implemented in at least five stores, including one in Whitechapel, East London, have seen items such as sandwiches and bottled drinks shifted behind the counter. Customers are now required to request these staples directly from staff. Many have voiced their concerns online, suggesting that these measures reflect a broader decline in societal trust. One Reddit user lamented, “It was nice to have grown up in a high trust society. I feel sad my kids won’t experience it.” Another commenter echoed a sense of nostalgia for past shopping experiences, stating, “We’re going to end up back at counter service like corner shops had in the 1940s.”
The company claims that these decisions are part of broader trials designed to enhance the safety and security of both customers and staff. A spokesperson for Greggs noted that the "safety of our colleagues and customers remains our number one priority," affirming a commitment to addressing the challenges posed by anti-social behaviour. This comes as several locations have reportedly been fitted with “bank-style screens” at the counter or have introduced full-time security personnel, reflecting a trend in retail towards heightened security measures.
In a climate where consumer confidence is waning, evidenced by a slowdown in sales growth—despite a reported 5.5% increase in annual sales for established outlets—Greggs appears to be balancing the needs of safety with customer satisfaction. Recently, the chain increased the price of its flagship sausage roll amid rising costs, a move that drew criticism while the company continues to open new locations to expand its footprint.
The response from the public has been mixed. While many lament the necessity for increased security and restricted access to self-service, some customers have expressed support for the measures, viewing them as a necessary response to criminal behaviours. One supporter remarked, “I don’t care if I have to ask [for food] as thieves are the worst,” highlighting a split perspective on the issue.
The evolution of Greggs’ service model comes as part of a larger narrative within the food service industry, grappling with the dual pressures of rising operational costs and shifting societal behaviours. The company is also addressing modern sensitivities, having previously introduced optional name badges for employees to display preferred pronouns, which, while praised by some, faced criticism from others who prioritized food service over such initiatives.
As Greggs navigates these challenges, including adjusting its menu introduced with excitement in previous years—such as new offerings like pizzas and hot desserts—the bakery faces the task of maintaining its reputation as a British cultural cornerstone while adapting to an increasingly complex retail landscape. The future of self-service in the food industry may hinge not just on customer preferences, but also on how effectively companies like Greggs can implement solutions to enhance security without alienating their customer base.
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Source: Noah Wire Services