A guide to implementing kerbside pickup

In today’s rapidly changing retail landscape, staying attuned to consumer preferences is pivotal for success. One such trend that has gained considerable traction, especially in light of recent global events, is kerbside pickup. This convenient service not only offers customers a frictionless shopping experience but also prioritises safety and efficiency. In this feature, we’ll provide a comprehensive guide for retailers seeking to seamlessly implement kerbside pickup.

Streamlined ordering process

Implement a user-friendly online platform with an intuitive interface. Ensure easy navigation, clear product descriptions, and high-quality images. Enable efficient order placement and payment options, including mobile payment solutions.

Real-time inventory management

Invest in an advanced inventory management system to track product availability accurately. Integrate the online platform with your physical inventory for real-time updates. Implement alerts for low-stock items to avoid over promising customers.

Designated pickup area

Allocate a specific area near the store entrance for kerbside pickups. Clearly mark the area with prominent signage and consider adding designated parking spaces. Ensure the area is easily accessible, well-lit, and clearly visible for customers.

Transparent communication

Provide customers with clear instructions on the kerbside pickup process during the ordering phase. Send timely confirmation emails or text messages with details about the order, pickup location, and contact information. Establish a dedicated customer service line or chat support for any inquiries related to kerbside pickup.

Efficient staff training

Train staff members on the kerbside pickup process, emphasising safety protocols and excellent customer service. Ensure they can handle various scenarios, including substitutions or order adjustments. Familiarise them with the technology used for order processing and communication.

Optimised packaging and labelling

Use secure, durable packaging to protect products during transit. Label packages clearly with the customer’s name, order details, and any special instructions. Include a contact number for customers to call upon arrival.

Flexible pickup times

Offer flexible pickup time slots to accommodate various customer schedules. Allow for same-day or next-day pickups to cater to different needs. Clearly communicate available time slots during the ordering process.

Feedback loop and continuous improvement

Encourage customers to provide feedback on their kerbside pickup experience. Use this feedback to identify areas for improvement and make necessary adjustments. Continuously evaluate and refine the kerbside pickup process to enhance customer satisfaction.

Marketing and promotion

Promote the availability of kerbside pickup through various marketing channels, including social media, email campaigns, and in-store signage. Highlight the convenience, safety, and time-saving benefits of this service to attract and retain customers.