You might notice some big changes the next time you shop at Macy’s.
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. Earlier this year, Macy’s began 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.
Turns out, the test was a success and Macy’s announced this month that it would expand the self-service systems in shoe departments nationwide. By August, the shoe department every Macy’s store in the country will function more like a discount retailer such as T.J. Maxx.
In the stores where Macy’s tested the self-service option, shoe departments saw double-digit sales growth, which was “well above the shoe sales trends for the rest of the stores,” Hoguet said recently according to Business Insider.
It’s not clear how many Macy’s staffers, if any, will be out of work because of this change. Macy tested self-service in the shoe departments of some of its smaller and medium-sized stores for about a year and is now expanding to all 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.