As the country continues to battle COVID-19, many businesses are having to adapt at staggering speeds or face closure. In some states, "non-essential" businesses are forced to close and others are operating on skeleton crews. As states begin to shed light on how and when businesses can begin to reopen, businesses should think about how to support sales in this new economy.
Various indicators show customers are less likely to shop in crowded stores and significantly more likely to order online with contactless pickup. Business must adapt or face closures as COVID-19 will affect retail for quite some time.
This article walks through the considerations for implementing store level picking of customer orders and curbside pickup during the COVID-19 pandemic. We also discuss in more detail the considerations you need to consider when implementing this process. For many businesses without the infrastructure and systems, this means keeping process clean and simple so that your workers can easily follow them and support the customer.
There are a large number of small retailers that do not have the ability to take an online order from their site. These businesses will need to be creative in how they can take a phone or email order from a customer. Some potential barriers to off-site ordering include:
Retailers must think through the following aspects in taking orders:
For most retailers, you will be picking one order at a time (discreet order picking). This is slowest type of picking, but without systems that can facilitate the picking process, this is the only way to pick.
Retailers will need to consider how they will pick the orders:
Once the orders are picked, it's important to stage the orders so that workers can quickly - and easily - pull orders for customers awaiting pickup.
Consider the following:
With this type of ordering, customers will be inadvertently order the wrong item from time to time. Retailers will need to decide which returns and exchanges will be accepted and how this will be communicated with the customer. These policies must be communicated with the customer when the orders are placed so the customer is well informed.
Businesses should consider the following:
There are many advantages to your store already having a website and online ordering, such as the ability to edit items, look up customer accounts, provide secure credit transactions, provide order status, address validation and verification of sales tax, process fees, provide item availability and send messages such as order confirmations and order readiness for pick up curbside.
Without these types of systems, you will need to acknowledge the order by giving some idea of when order will be picked and available via text or email. For retailers offering contactless curbside pickup, how will customers notify you when they arrive at the store for pickup? For retailers that have control over the parking, designate spots for pickup. Customers can then simply call or text when they arrive and provide their name so that workers can pull their order.
We are not advocating violation of any directives or proclamations by health and safety agencies; by local, state or Federal government; by the Centers For Disease Control (CDC); or OSHA regulations in dealing with the COVID-19 crisis. First and foremost, your priority should be employee and customer safety.
The CDC and OSHA layout clear procedures for operations in this COVID-19 crisis. Here is one from the CDC on disinfecting your facility.
Store pick-curbside pickup may be a way for your business to stay in business or get back in business during the coronavirus pandemic. There isn’t a “one-size-fits-all” solution. Thinking through these questions will streamline the process.
We know business are creative and do what it takes to keep the doors open. It is our prayer that your employees and families stay safe and your business thrives after this crisis.