Leaving Western Union
It is now six weeks since we stopped offering Western Union in my newsagencies. While there have been a couple of customers complain that they have to line up in the Post Office, the impact has been negligible. The most significant benefit has been easier counter management, we are not finding someone tied up for several minutes on a Western Union transaction. Everything we handle at the counter now is focused on fast professional service. Out in the body of the shop it is a different story – we continue to provide attentive case to customers in need of assistance.
The decision about Western Union came down to return on investment – as it does with all suppliers. You cannot cut retailer margin without providing a means by which significant savings on labour can be made.
