The Better Business Bureau (BBB) is providing businesses some tips to find success with their implementation of curbside pick-up in light of the COVID-19 pandemic.
According to a BBB press release, “Offering curbside pick-up might be an option to increase sales while only a limited number of people are allowed inside your facility."
As provinces start to allow a certain types of businesses to open, BBB stated new revenue possibilities are becoming available. Businesses have a fresh opportunity to encourage new relationships and build trust.
One tip for businesses, according to BBB, is to think of curbside pick-up as an opportunity to provide an experience, not just a product or service.
”It’s an opportunity to stand out, serve your community and build relationships,” the release stated. ”Consumers have been stuck at home for weeks. They’re eager for personal connections and human interaction. When you – safely – provide what they’re looking for, you encourage customer loyalty and repeat visits.”
BBB states prioritizing customer service is key when offering curbside pick-up. Businesses should make every aspect of the experience about the customer, ensuring a hassle-free ordering experience and an efficient hand off system.
Businesses should also be as transparent as possible, according to BBB.
”For example, if you’re out of forks and napkins, let customers know ahead of time and apologize for the inconvenience,” BBB stated. ”Think about employees too. If they’re waiting outside to deliver goods, set up protection from sun or inclement weather. They’ll be better able to provide a cheerful handoff if they’re comfortable and supported.”
Consumers want to see brand consistency, BBB continued, whether it's interacting with customers online, in the store or through curbside pickup. Brands should use this opportunity to communicate what they stand for.
”If your brand is about quality, make sure every part of your curbside pickup experience is top notch,” the release stated. ”If you emphasize diversity, passion or confidence in your branding, demonstrate that to consumers throughout their interaction with your brand.”
Creating ambiance is another tip for businesses, and BBB encourages storefronts to think outside the box to stand out from other local businesses offering curbside pickup.
BBB said storefronts should use lighting creatively in their parking lot or entries to create a welcoming nighttime pick-up system. They should also consider using low-power local radio communication and encouraging customers to tune in while they’re on the lot.
”Reduce perceived wait-time when you use it to advertise specials, explain what you’re doing to protect consumer health and play music that enhances their experience,” BBB said.
Other tips include enforcing strict health and hygiene policies, training employees on the curbside pick-up process, updating online information regularly, such as current store hours, an address and ongoing promotions, and clearly directing consumers to curbside pick-up areas and protecting any customer data that is supplied.
”Show your appreciation with a text message or email that thanks each consumer for their business," the release stated. ”Consider including a coupon or loyalty rewards points to encourage future transactions.”
