1.8×
injury rate in general merchandise vs. all private industry (BLS, 2024)
73%
of frontline retail workers are stressed by long lines
68.5%
regularly deal with frustrated or angry customers
40%
feel they waste time on outdated or poorly designed tech
Your POS system should help your retail employees, not hold them back
Visit any retail store on a Saturday in November. Between the hustle and bustle of holiday shopping, you’ll see employees ringing up customers, heading to the backroom to grab requested items, and keeping everyday essentials stocked – all while they’re trying to keep the checkout line moving.
On top of that, they’re answering the same retail question staples over and over:
“Why is this price different from what’s listed on the shelf?”
“Do you have any more of that in the back?”
“Why do my online rewards not show on my app?”
“Where’s the manager?”
None of these are big issues by themselves; that’s what makes them easy to ignore. But when you’re in a retail employee’s shoes, you deal with them every day, and too many of those “little things” add up to big burnout.
When retailers talk about employee burnout and turnover, the conversation usually centers on pay, scheduling, managers, and customers. A factor that often gets missed is outdated technology. Employees may struggle with a POS that isn’t equipped to handle the workload on a normal day, much less a seasonal rush.
Retail is tough enough without those hurdles.
The job itself is demanding. Employees are on their feet all day, covering a 100,000 square foot building for hours to help customers, and working through an ever-changing list of daily duties.
The physical toll plays a role too. Injury rates for 2024 per 100 full-time workers were 4.2 in General Merchandise, 3.5 for Food & Beverage, and 3.2 for Garden & Building Material. Private industry as a whole came in at 2.3.
Working the register can be just as mentally taxing, whether it’s processing a split tender payment or helping another customer with a specific question at the same time. That’s why making the user experience simple and intuitive is paramount to combatting employee burnout.
Many burnout triggers are smaller than you may think
It doesn’t take a POS system crash for someone to have a bad day.
It can be a simple price discrepancy or needing to know if there’s more stock in the back. Maybe your new hire can’t locate an item on their own and has to ask a co-worker. Every time your employees have to search for information or request approval from other staff, it adds to the struggles retail employees already face.
None of these things by themselves would make someone quit. But when they happen multiple times in the same day, they weigh much heavier.
After working in the retail industry for a long time, we know that the answer isn’t always adding more to your POS. Sometimes you need to remove the friction points that are causing your employees to struggle, and the best place to start is the screen they look at all day.
Burnout starts at the register
The register screen should help your employees, not wear them down
Your checkout screen should be built around what your employees need. Items that sell often should be easy to reach, and common functions should sit in logical places. Buttons with product images help new employees find items quicker, while more experienced cashiers may prefer shortcuts and item codes.
The truth is that there’s no “one” screen that will work for everyone.
Someone who has been with you for 3 years is going to use your screen differently than someone who just started. This is why customization is key when choosing a retail POS.
On the floor
Give your employees information where they need it
A well-built screen only helps while your employees are standing at it. The moment they have to walk away from the register to find information, checkout stalls. Without easily accessible information, the customer waits longer and may get even more frustrated when the employee comes back without the item they need in hand.
This may not seem like a tech problem at first glance, but it is; you have the information, your employees just don’t have access to it.
Technology such as handheld devices can help. When your employees can look up information on the go, they can help customers whether they’re on the sales floor or at the register.
RapidGO is a handheld Android device that allows your retail employees to look up inventory and more – so they don’t have to walk to the register or take a trip to the backroom to find answers.
Price discrepancies can cause frustration
Missing information isn’t the only way a POS can trip up your employees; it can also cause problems when your prices are off.
A customer will notice when the price on the shelf doesn’t match what’s on your register. Your employee now has to figure out why it’s different – and maybe even get a manager involved.
Digital shelf labels can help prevent this from happening. They add a step to your setup, but your shelf prices stay up to date with your POS, which helps your employees avoid uncomfortable conversations with your store’s guests.
Your scanner will impact your employees
Software is only half of it; the equipment your employees handle all day matters just as much. You want your POS to scan items correctly the first time, not spend time with scanners that are fussy or don’t connect seamlessly. If a scanner has trouble reading at hard angles or can’t pick up a barcode on a crinkled bag, it becomes a bigger deal over the course of a busy work day.
The same goes for the keyboard, touchscreen, or receipt printer; any equipment your employees have to deal with can impact their experience.
Test your POS on someone new
Once you’ve looked at your screens, your information access, and your hardware, there’s a simple way to see how it all holds up: give it to someone new. Employees who have used your POS for a long time know all the workarounds. A new hire doesn’t.
If your POS is user friendly, they will learn the system quicker and become more productive. If not, you’ll find yourself spending more time teaching your employees how to use your POS than tending to your business.
You want your employees to learn your process, not be stumped by your POS.
24/7 support
Support is important
No matter how good your POS is, there will be times when your employees need support. If they have to find a manager, and then your manager has to find someone else who can help, you now have multiple people involved with an issue and are no closer to a solution.
That’s why you want to make sure you have strong 24/7 product support when buying a POS.
At Rapid POS, we offer unlimited support to our customers after we install your POS. We customize your system to fit your business, and when you need a little extra help, our team is always available – even during the holidays.
Employee burnout and turnover can start with your POS system
Your POS won’t stop employee burnout or turnover in your business on its own, but a good system reduces friction and can make your employees’ experience a lot smoother. Pay, scheduling issues, manager conflicts, and more affect overall satisfaction too, but if your POS is causing them to struggle, you’re adding stressors where you could be removing them.
When your employees are struggling to find information, can’t trust the prices, or keep hitting hurdles with your equipment, resentment builds. They start to notice all the other things they’d forgive when everything is running smoothly.
By freeing up resources for you and your employees, you can invest more time where it matters: your customers.
Sources
U.S. Bureau of Labor Statistics, 2024 nonfatal work injury and illness rates. Waitwhile, The Employee Sentiment Report: Retail (Pollfish survey of 1,000 U.S. frontline retail workers). Rapid POS · 3333 Camino Del Rio S, Suite 310, San Diego, CA 92108 · 619-754-4100
