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Outsourced Caringâ„¢

(UPDATE: I opened up comments because I seem to have struck a nerve.)

I thought that instead of regaling you with stories about our very low-key Thanksgiving holiday -- lots of butter, high fructose corn syrup, and the occasional bucket of Crisco -- I would treat you to a cute little tale about inconvenience, aggression, and me losing my shit all over a complete stranger, albeit one who totally deserved it. Think of it as my way of spreading a little holiday cheer, like a roll of used toilet paper tossed high above a Christmas tree.

Last Wednesday night I had to make a late-evening run to the grocery store to pick up some ingredients we needed to make the creamed onion dish we'd been assigned to bring to Grandma's house for Thanksgiving dinner. Because I was also out of my very special organic cereal, the one with the whole grains and blueberry clusters, the one that has enough dietary fiber to kill a horse, I decided to go to the grocery store that is further from our house than our normal grocery store as it is the only one of the two that carries this cereal. I know that the extra gasoline I spent driving that longer distance totally cancels out any good I am doing by buying organic, but that isn't what keeps me awake at night. This is:

So here is where I switch to present tense because I keep reliving the horror over and over again, as if what happened that night is happening again right now. And I am normally the person in this family who just gets over these types of things, the one who is incapable of holding a grudge, whereas Jon is still mad at a mosquito that bit him on a camping trip in second grade.

So there I am chasing Leta through the grocery store, burning thousands of brain calories as I try to locate ingredients while simultaneously keeping track of a three-year-old who will not stand still. And no, do not send me email asking why I don't just put her in a shopping cart already, because we've tried that, and the result was like pouring sand into a spaghetti strainer. A loud, screaming spaghetti strainer. With claws.

Thirty minutes and a basket full of bulky boxes later we head to checkout, and by this time I've got sweat dripping down the back of my neck, and all I want to do is set down this heavy basket and catch my breath for a second. Part of the reason I don't normally shop at this grocery store is because of its enormity, because there are far too many places for Leta to hide, far too many miles in between those two things that I need, and by the time I'm done shopping I've got shin splints.

Another reason I don't like shopping here is the fact that they force customers to use the self-checkout machines. Poorly designed, unusable self-checkout machines that routinely eat fingers. And when Leta and I walk to the front of the store we find that they have only one regular checkout open in an attempt to force almost everyone into two 12-person lines for the self-checkout machines. This is what Jon refers to as Outsourced Caringâ„¢, when a company cannot be bothered anymore with basic service and hires someone else to do the caring for them. It's why you're always getting transferred to someone else when you call customer service, because the person who answered the phone doesn't get paid to care.

In this instance they are so fed up with caring that they've hired ROBOTS.

Now, I understand why self-checkout machines are a good idea. Ideally they're supposed to save the store money because you're doing the work someone else would have to be paid to do, and eventually this might trickle down and affect the price of those pickles you just bought. But this is PLANET EARTH where no such thing as IDEAL actually exists, and these particular self-checkout machines are so fundamentally broken that it takes the average person no less than 15 minutes to pay for an apple.

So it's finally my turn to walk up to a machine with my bulky basket and jittery child, and I start to panic a little bit because I haven't ever had to operate this towering piece of crap while also trying to manage a toddler. With limbs. And a brain independent of mine that operates those limbs. And at first, everything goes okay, I scan a box of cereal and it reads aloud a price. But then Leta touches that box of cereal with her finger and all of a sudden the machine starts to have a seizure.

"PLEASE PUT THE ITEM BACK IN THE BAG!" it shouts at me AS IF IT IS LOOKING DIRECTLY INTO MY SOUL.

But the cereal is still sitting in the bag, I have not taken it out, so this machine has clearly lost its mind.

Not knowing exactly what to do, I remove the cereal and then put it back again, just to make the machine happy. But apparently the machine was mistaken. That is not what it wanted at all. It wanted me to re-scan the item, or excuse me, RE-SCAN THE ITEM! RE-SCAN THE ITEM! as clearly its voice has been programmed by someone who forgot to turn off caps-lock.

I gladly re-scan my box of organic cereal only to be told to PLEASE WAIT FOR ASSISTANCE! and then I hear a loud voice over my right shoulder scream, "TELL YOUR KID TO STOP TOUCHING THE MACHINE!" And the word KID is pronounced like it is some sort of vaginal discharge.

I look down to see that Leta has rested her hand on what looks like a railing but what is apparently not a railing at all. It is a test! A test to see if she will be tempted by its resemblance to the railing along the stairs at home and reach out to touch it. And because it is illegal to shock anyone under the age of eight, the machine instead punishes me. And forces me to rescan all of my groceries.

This goes on for twenty minutes: the machine yelling at me, me trying to please the machine, the machine giving up and having the human yell at me about my kid. Around and around we go because every time Leta even so much as looks at the machine it tells the human that we're cheating. Until finally I go to scan my debit card AND IT CANNOT READ IT. That's when the human is forced to care and walks over to manually finish the checkout for me, and it is obvious she is not happy about having to care, it was not a part of her training.

Oddly, I've never been trained to tell someone that their machine needs a right good fucking, but I manage to do it as if everything in my life has been leading up to this exact moment.

11.26.2007 Daily 504 comments

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  • CarrieICL said:

    Sooner or later, those self-serve checkouts will just scan our brains directly. That'll be much more convenient.

    11.27.07 - 10:58 AM / 1
  • Strizz said:

    That guys teeth bother me

    11.27.07 - 10:59 AM / 2
  • jess said:

    i let my kids scan the groceries at stores that have these. they have to behave in the store to earn the privilege and they enjoy it. would leta be down with that?

    11.27.07 - 10:59 AM / 3
  • Nickie M said:

    Well clearly you and your adorable daughter needed putting in your places :P The thing that gets me about those self-checkouts is that they clearly don't trust you to scan everything yourself, hence all the weighing things, but yet the store makes you try it anyway. It sounds like something I'd do to my fiancé...

    11.27.07 - 11:03 AM / 4
  • JennB said:

    I certainly hope that the rest of your holiday didn't involve any other stranger screaming at you. What a pain in the ass.

    I love Outsourced Caring (tm). Genius.

    11.27.07 - 11:03 AM / 5
  • Anonymous said:

    OMG, that happens in Minnesota too, to all us nicey-nice Scandihoovians.

    Those machines are surely the work of the devil.

    11.27.07 - 11:03 AM / 6
  • Jameykay said:

    THANK YOU.

    11.27.07 - 11:03 AM / 7
  • Mo said:

    The self-checkout machines never fail to piss me off every single time I use them. I feel your pain.

    11.27.07 - 11:04 AM / 8
  • Anonymous said:

    Love it!

    You are lucky that Leta wasn't climbing the candy rack that is strategically placed right next to the self checkout lane! Mine would have been.

    Technology is so fun!

    11.27.07 - 11:04 AM / 9
  • b*babbler said:

    Perhaps we should all band together, kidnap the CEO's of said evil conglomerates and chain them for hours on end to their useless machines, where they will be forced to process cart after cart of groceries (most, of course, should be unlabeled produce) while dealing with our crazy toddlers (who should, of course, be hopped up on a bowl of pure refined sugar in preparation.)

    And just for good measure, they should, of course, be chained slightly out of reach of the chocolate bars, left tantalizingly close to little toddler hands.

    Do you think, then, we might get some real, live cashiers again? (Even if they do gab endlessly about ohmygawdJessica'slittlebrothersnewcar with their fellow cashiers whilst burying our bread under the 15 cans of soup.)

    11.27.07 - 11:05 AM / 10
  • barbie2be said:

    i hate those freakin' self check out machines. if i get to the front of the store and the only have those and a long line for the ONE actual person manned check out, i will leave my cart in the line and just leave. i will go out of my way to go to some other store that has humans doing the check out and force THEM to care.

    11.27.07 - 11:06 AM / 11
  • Polly said:

    i love how you got all english sounding - it adds weight i think.

    11.27.07 - 11:07 AM / 12
  • Sabrina said:

    This is reminiscent of every experience I've ever had with the self check out. Even without having to manage a child, my brain often oozes out of my ears, I break into a cold sweat, and go completely fucking postal every time I have to deal with it. And the lazy "attendant" is the same in every store in every part of the country; acts as if you have ruined his/her entire life by requiring assistance with a machine that is incapable of functioning the way it was designed.

    Sometimes it is necessary to put people in their place, and in this situation it sounds like it was absolutely warranted. Good for you.

    11.27.07 - 11:08 AM / 13
  • Squealbox said:

    It must be WAL-MART! I hate that freakin' store!! Nothing but frustration...the stupid self check out machines NEVER work properly. They have 23 check out lanes but only 2 are staffed with humans, the poor customers are forced to use the always lousy, stress inducing self check out machines. I feel your pain Heather. I have stopped giving Wal-Mart my money because they don't deserve it.

    11.27.07 - 11:09 AM / 14
  • Vee said:

    You've hit upon one of my biggest pet peeves. Not only are self-checkouts an abomination, but grocery stores continue to build 12 checkout aisles even though they never open more than 3 at a time. And you can't fit yourself and a shopping cart into the checkout aisles. They want to give the illusion of many checkout aisles, but in reality I have to make a decision upfront: do I want to go in before or after my cart...and if you go in first but have left something near the back--oh well, you'll never get it. If they're going to use self checkout and close all their aisles they need to remove about 6 of them and make the aisles wide enough that you can walk beside your cart. A pointless rant, but one I think of every time I go to the store. I usually refuse to self-checkout...I use the time waiting in the one long line for a real person to read all the gossip magazines. It's sort of fun. Unless I'm buying ice cream.

    11.27.07 - 11:10 AM / 15
  • Dawn said:

    You are one brave woman! BRAVE. I am freakishly afraid of those self-satanic checkout lanes. Brave I tell ya!!

    11.27.07 - 11:11 AM / 16
  • Sarah said:

    I despise those damned self checkers so much that I will stand in an extra long line with ALL MY KIDS with me. I will stand in the 18 minutes long wait line with a 8,7,4,and 2 year old before I use one of those cursed self checkers. I HATE THEM. They are the bane of my existence. If I wouldn't get arrested I would attack on with a baseball bat. I even tried to use one once but my 8 year old accidently touched it and then they think I have bought 85 pounds of oranges. Seriously. I HATE them and avoid them at all cost.

    11.27.07 - 11:12 AM / 17
  • Sandra said:

    Gah. I have *never* used a self-checkout. Because I'm pretty sure they've all got hidden cameras to capture the hilarity (for others, not the user) that must ensue from trying to scan all 6 sides of a box of cereal 18,000 times.

    11.27.07 - 11:12 AM / 18
  • Joy said:

    I must have a t-shirt emblazoned with:

    "Outsourced Caring"!

    11.27.07 - 11:14 AM / 19
  • Chris Alexander said:

    I've dealt with those machines at Home Depot. They are like the Soup Nazi on Seinfeld! To operate them you have to put yourself in the mindset of a robot. That seems to work for me. Never tried it with a toddler though! I can just imagine.

    11.27.07 - 11:15 AM / 20
  • mk said:

    I always wonder if the self-checkouts are actually saving the store any money in the long run, due to A) the number of times a human has to come over and fix something and B) the huge potential for Produce Fraud. I'm not entirely proud of myself for admitting this, but if a person wanted to, she might notice that, say, bananas are extremely cheap, whereas, say, pomegranates are extremely un-cheap. And if a person memorized the PLU code for bananas, she could just type that in and then weigh the pomegranates.

    Of course, then you have to deal with the machine shouting "Please place your BANANAS on the belt!" across the store. (It's the same in Spanish, sadly, although my first-year Spanish book led me to believe it should be platanos.)

    11.27.07 - 11:17 AM / 21
  • acm said:

    I don't know about everybody else's nerve, but the grammatical fussbudget in me suggests that you look up the word "enormity" because it means something entirely different from "enormousness" (although after your experience, that distinction may blur somewhat, heh).

    outsourced caring is a brilliant concept, encapsulating much that makes one want to bite people....

    11.27.07 - 11:18 AM / 22
  • Mili said:

    There's no such thing as a self-checkout here. At least not yet, but I'll be sure not to try them.
    People are supposed to do that, why is that we want to keep people away from people so much? Jeez.

    11.27.07 - 11:20 AM / 23
  • Dawn said:

    OMG, our Home Depot is like that; two checkouts that are never open, and 4 self-scan checkouts, one of which is always broken. And then you get people trying to buy wood and pipes and things that don't scan through the self-scan checkout, and they need a cashier to stand next to them and do it for them, while 20 other people wait for that single cashier to come help scan their items.

    11.27.07 - 11:21 AM / 24
  • Rosane said:

    Hi Heather,

    I h8te the self-checkouts. I make a point not to use them, thinking that I can send a message to Corporate that I won't have their not caring. Most probably than not, all I accomplish is feeling self-righteous about making a decision. It's the least I can do.

    Rosane.

    11.27.07 - 11:21 AM / 25
  • Mackenzie said:

    I hate those machines too - and now after reading your story and imagining working one of those machines with a child in tow, I think I'll add a few years onto our planned start date of having children, LOL.

    11.27.07 - 11:21 AM / 26
  • Judy said:

    Even my teenage CHILDREN will not use one of those things. And they like to mess with electronics! I have never, ever, ever used one and not required the assistance of the blob in charge of straightening out things when you screw them up. They always make it your fault, but you know it's just that the machines are screwy...

    11.27.07 - 11:22 AM / 27
  • I am said:

    Please deport me now.

    11.27.07 - 11:22 AM / 28
  • boxy brown said:

    I agree, those self-checkouts are idiotic. I mean, people are idiotic, too, but at least you can argue with them.

    And whoever made the observation about the 12 checkout lines, 9 of which are closed - amen. Target has like 23 checkout lines. WTF?!?

    11.27.07 - 11:22 AM / 29
  • Wacky Mommy said:

    Don't look up *shit* for anyone. The way you throw words around is an amazing and glorious thing.

    I can't use self-serve at all when the kids are with me, cuz they jump up on the machine and do a merry little dance, then the one, sad lonely clerk gets upset and has an "episode."

    11.27.07 - 11:22 AM / 30
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