Are you a die-hard Macy’s fan? You might notice some big changes the next time you shop there.
The next time you search for shoes or makeup at Macy’s, you may notice that the store is putting less of an emphasis on customer service. Macy’s is testing out self-service systems in those departments in an effort to cut costs, meaning you’ll have to hunt down your own heels and mascara from now on.
In the past, these departments had dedicated staffers to grab your specific shoe size or to make lipstick recommendations. But apparently, customers don’t necessarily want help anymore.
“Lots (of customers) just say, ‘Leave me alone, let me get the shoe I want and move on,’” said Macy’s chief financial officer Karen Hoguet during a recent investor conference.
It’s not clear how many Macy’s staffers, if any, will be out of work because of this change. Macy has been testing self-service in the shoe departments of some of its smaller stores for about a year and is now expanding to medium-sized locations.
It’s also testing out self-service in the beauty department in an attempt to compete with Ulta Beauty and Sephora.
Macy’s has seen declining sales for the last two years and is trying to update its business model with some of these changes.