In a surprising move, the well-known supermarket chain Lidl has taken a customer-centric approach by offering a discount to customers who experience extended waiting times in queues. This initiative mirrors a similar strategy previously adopted by Kaufland, demonstrating a commitment to prioritizing customer convenience. Lidl’s distinctive motto, “saving not just your time, but also your money,” underscores the significance of this unique decision.

Under the new policy, if customers find themselves waiting in a queue for more than five minutes, and not all checkouts are operational, they are entitled to a discount of 50 koruna. However, it’s noteworthy that this discount is not automatically applied; customers need to actively request it themselves. The cashier ultimately determines eligibility for the discount, emphasizing the discretionary nature of the initiative.

Lidl announced this innovative approach on its official Facebook page, acknowledging the discomfort associated with waiting in line and inviting customer feedback on the initiative. The post garnered significant engagement, with nearly eight hundred comments expressing opinions and concerns, particularly regarding potential pressure on cashiers.

Despite the announcement, a visit by the editorial team to a Lidl supermarket revealed a lack of visible signs informing customers of their entitlement to a discount for prolonged waiting times. During this visit to a Prague Vinohrady branch on a Thursday morning, the number of people at each checkout was moderate, and the waiting time could not be definitively determined.

Subsequent visits indicated the gradual implementation of the campaign, with a sign behind the checkouts notifying customers of their eligibility for a discount. While the initiative introduces a unique approach to customer service and marketing, the effectiveness and customer awareness of this strategy are evolving aspects that will likely shape its impact on enhancing the overall customer experience at Lidl.

Article by Prague Forum