https://the-japan-news.com/news/article/0006981330
Shorter business hours make little headway at convenience stores
Article:
One year has passed since Seven-Eleven Japan Co., the nation’s largest convenience store chain operator, put into high gear its review of blanket around-the-clock operations. The impetus for the review was a worsening shortage of manpower, which was also afflicting the food service industry. Not long after, the novel coronavirus started to spread.
Fast-forward to today. With people who lost their jobs due to the coronavirus crisis willing to fill positions at convenience stores, the manpower shortage and reductions of business hours have been pushed to the back burner.
Now individual store operators are paying attention to innovations in labor saving, but in anticipation that the manpower problem will reoccur once the virus outbreak is brought under control.
Ideas:
The ideas of 24/7 operations in the convenience store industry maybe is a convenience for some customers, or many, but it had become a challenge and problem for many who have a franchise and are/were required to stay open even late a night when they had no extra workers to fill the gap from midnight to 6 AM for example and the husband or wife had to work the late shift.
Now with the virus situation, with those who have lost jobs, there seem to be more willing to work the late night shift.
Whenever I traveled to Yokohama and went to the conbini stores to buy something you either saw an older person and or an foreign college student working the registers.
Its understandable it someone doesn't want to work the 12 to 6 late shift. If not then the older franchise owner has to cover because he/she has no one else to work the shift and the company requires the store to remain open 24 hours.
Article:
The 7-Eleven Hachioji Yorozucho store located in a residential area of Hachioji, Tokyo, was bustling with customers and fully staffed before noon in mid-November. Store owner, 72, said, “The manpower shortage has been resolved due to the increase in applications for part-time positions.”
In autumn of last year, Seven-Eleven Japan worked out guidelines for shorter late-night business hours, and accepted applications starting that November for eight selected stores. Other stores could apply later if they so desired.
The owner looked into the possibility of shorter business hours in late December last year. He did so because the store’s sales were only about ¥10,000 per hour in the wee hours and the store would be in the red after paying wages for part-timers.
Ideas:
Stores should not have to stay open if there operating costs for the late night time period is more than the sales for that time period. If a store only has, for example, one customer per hour, how can they make a profit if the operating cost are more than sales/ revenue.
Its basic economics that a store should not operate during the hours, if possible, if sales are not more than the operating costs during that same time period.
But some could say our sales during the rest of the day is far greater than the operating cost and if we look at the entire day we still have more profits than the operating costs even though we remained open during the slow or down periods.
That might be true for some stores but not all stores, as some convenience stores are probably operating on very thin profit margins meaning they can't afford to stay open during slow or down periods.
Article:
The situations have changed recently. The number of applicants for late-night, part-time jobs has increased among those who were dismissed from izakaya Japanese-style pubs and other eating and drinking establishments amid the coronavirus pandemic, and university students for whom online lectures continued.
Convenience store operators have not changed their 24-hour operations in principle. The number of stores adopting shorter business hours has not increased because they concluded contracts that gave a bigger portion of profits to franchise shops that operated around the clock.
As of Dec. 1, only 800 7-Eleven stores have adopted shorter business hours. The number comes to about 1,000 if including those that adopted the shorter operations on an experimental basis and looked into the possibility of introducing the system. This accounts for less than 5% of the total number of 7-Eleven outlet.
In the case of Lawson franchise stores, the comparative number was held at about 350, or 2% of the total.
The review of around-the-clock operations was triggered when a franchisee in Osaka Prefecture began shortening hours without consent from the headquarters. The headquarters came around to permitting the shorter hours as complaints mounted that part-timers could not be secured due to the labor shortage, thus making it impossible for owners and managers to take days off.
Ideas:
So 7-Eleven gives an incentive of more profits to those who maintain 24 hour operations. It might be good if a store franchise operator can still afford it.
But of course because of the pandemic, those who lost their jobs in other service type jobs are probably more than willing to work the late night shift.
In that case the conbini stores maybe can easily stay open, but the situation might still be the same if there are no or not a lot of customers during that time.
But if 7-Eleven and others cover some of the late night operating costs then it might be worth it to stay open.
Convenience store companies need to find a way to give more benefits or incentives to the operators instead of the operators deciding to close because they have no part-time workers during the slow periods and or listen to the operators and work with them in a partner relationship instead of a top-down relationship where only what the company wants is important.
There should be a shared partnership where both are considerate to the ideas of the other and not just what the company wants.
Article:
■ Slim progress in unstaffed stores
As the virus outbreak drags on, convenience stores are still facing an uphill battle. Nationwide, convenience store sales in October dropped 4.3% from the same month a year earlier, logging a year-on-year decline for the eighth straight month. But now sales at outlets in residential areas are brisk, while those in business districts and tourist spots have turned downward.
Individual franchisees, anticipating a return of the labor shortage down the road are setting their sights on ways to ensure profitability. These operators have been stepping up investments to help finance labor-saving efforts for their stores.
Self-checkout systems, in which customers scan bar codes by themselves and pay by credit card or e-money is seen as one way to reduce the risk of virus infections. Since employees are handling neither the goods, nor the money at the register, customers can avoid contact with them.
Ideas:
The virus situation doesn't seem to be slowing down there might be, for the present time, more willing to work the late night shift in the convenience stores.
A 4.3 percent drop in sales might not be a lot for some businesses but if a store is already operating on a very tight profit margin, meaning the difference between revenue and costs is not much, any lost in sales can be a significant factor or many of the store operators.
And if they have to remain open during the period when operating costs are more than sales/revenue, and the rest of the day sales are not what they were before the pandemic it can only create more problems for the operators of stores.
Of course during the pandemic there are many stories of sectors/industries that are finding ways to innovate in order to survive and stay in business.
Japan has always been a people or customer service friendly style of business, in that a person to person style business is/was how the main idea always.
But as businesses try to survive the ideas of less person to person customer service style businesses will become more prevalent in the years to come.
In Yokohama, for example, whenever I would visit an Uniqlo or GU store they had already transitioned to a self-checkout style system. But there were always store staff standing by to help any customer who had trouble with the self-checkout system.
So the idea of person to person customer service was still available along the the self-checkout system.
The question might be if convenience stores do to a self-checkout system, what will be the challenges, for some groups such as older customers who are not used to self-checkout systems and or even, for example, trying to buy things online.
And when foreign tourism, does return are there going to be direction/instructions in foreign languages such as Chinese, Korean and English, and will there be someone available to help those who have challenges with the self-checkout systems in the convenience stores.
Those are some challenges that convenience stores need to think about as the consider moving more toward self-checkout systems.
Article:
Lawson Inc. last year tested an unmanned late-night operation at one of its outlets in Yokohama. The doors were effectively locked except for customers using a smartphone app to enter, shop and pay electronically. But the unmanned operation stopped short of being fully adopted because alcohol and tobacco cannot be sold without age verification, which must be done by a clerk.
While it is essential to continue steady efforts toward labor-saving systems such as the self-checkout, an executive of a major convenience store said that “a manpower shortage will occur again, so it will be necessary to work out measures with our sights set on the future.”
An analyst said: “Making labor-saving investments alone will be not enough as a measure to deal with the labor shortage that will come after virus infections are put under control. The franchise headquarters should establish a system under which voices of franchise stores calling for shorter business hours can be better reflected in the management of convenience stores.”
Ideas:
Any ideas of innovation should be examined carefully for both the positives and the negatives of a new system to be implemented.
As above there might be many challenges for some groups when for example self-check out systems, along with the ideas of some products can be sold at certain times and still need or require person to person interactions.
For example if a customer uses a self-checkout during the 12 to 6 AM period and there is a problem with the self-checkout system, what are they do to if there are no workers in the store at the time.
This happened recently in South Korea, which also has been experimenting with self-checkout systems in some of its convenience stores.
So even if a convenience store or other stores or service type business begins to use a self-checkout system, there still will be the need for store workers/people in case of system challenges.
Article:
■ Effects on restaurant industry
Moves to reexamine 24-hour operations were seen at restaurant chains well ahead of other establishments, because they were asked to voluntarily restrict late-night operations as the first wave of the virus outbreak hit last spring.
The shortage of manpower had already been more serious at restaurant chains, which have more employees than convenience stores. The cutbacks in late-night operations amid the calls for voluntary restraint on going out led the trend of shorter business hours to take root.
Skylark Holdings Co. began 24-hour operations in 1972, setting a precedent in the family restaurant industry. This was in response to demand from customers who, after working late into the night, wanted to enjoy a proper meal. By the peak in 2009, more than 700 restaurants were open around the clock.
Ideas:
The shortage of workers in the restaurant industry is not a surprise. If the restaurants, before the pandemic were open 24 hours, it would seem logical that they would have challenges finding workers for the 12 midnight to 6 AM time period.
While it might not have been a challenge during the peak 2009 period, the lifestyle changes or mindset of society has dramatically changed since then.
Some in society, globally, are not willing to work certain jobs or hours as before, so the idea that convenience store or restaurants there are open 24 hours are not attracting, for example the college age group who don't want to work the late night shift and or don't want to work for minimum wage, if that is what is being offered today.
Article:
Facing a steady decline in late-night revenue due to several factors, Skylark had abolished 24-hour services by this spring. One element behind this is the increased availability of boxed lunches and side dishes at convenience stores to eat at home.
When the state of emergency was announced in April, Skylark group restaurants shortened business hours and strengthened their lineups of meals for takeout, like other family restaurants. About 2,800 restaurants in its group, including Gusto and Jonathan, will reduce business hours during the forthcoming year-end and New Year holidays, as well.
A Skylark official in charge said: “Due to the ongoing virus outbreak, the period of busy hours has moved to the daytime. If late-night operations are reduced, it will improve profitability.”
Ideas:
Companies are always looking for ways to improve their profit position.
For example some or many in the restaurant industry were most likely having challenges with the late night shift, and like convenience stores, seeing their operating costs higher than their profits. And then add in the idea of being unable to find enough workers for that time period, the pandemic situation actually became an incentive to reduce hours and innovate their products and service.
The idea of sitting in a restaurant and eating a meal may still be an idea for some or many but some don't want to during the pandemic period, so its only natural that restaurants began to offer more takeout service.
Possibly some might have even considered the idea of delivery type services. For example, maybe already, but they might a contract with auto-bike delivery service. The customer order as takeout meal online and the restaurant then texts or sends a message to the delivery service company to pickup the takeout meal in 15 minutes and then take it to the customer who ordered the takeout meal.
In that way companies don't have to invest in auto-bike or workers to do that service.
so the restaurants can be a combination of customers coming to the restaurant and picking up the takeout meal and or have it delivered instead of going to the restaurant.
Of course what many pizza companies are already doing now.
Article:
McDonald’s Holdings Japan, whose sales have been robust amid the coronavirus crisis, discontinued 24-hour operations at about 50 of its outlets between late last year and September this year. The company is considering focusing on its own home deliveries and other services, and will likely work toward strengthening its outlets’ daytime services, when many customers can be expected to come.
Ideas:
And the there is McDonald's, which most likely started its home delivery services before many other fast-food industries.
But it will be interesting to see what Mos Burger and KFC are doing right now related to home delivery type services.
McDonald's maybe saw that is wasn't very profitable staying open for 24 hours if there are not enough customers during this time period.
For example, I visited two McDonald's in the Yokohama Kannai area and whenever I went there to order takeout breakfast after finishing my morning run, I noticed in both places, one across from Yamashita Park, koen, and the other place near Kannai station, eki, that all the workers were older workers or even retirement age. I didn't see anyone under the age of lets say 60 in both places.
Perhaps again college age students no longer want to work at McDonald's as maybe the hours don't fit their schedule and or lifestyle.
And or the pay per hour is not what they like.
I've also visited the Mos Burger across from the Kannai McDonald's many times and I've seen the same situation related to the age of the workers in Mos Burger.
Have a nice day and be safe!