In-Store Pickup of Online Orders

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CHR

CHR

Design matters
Nov 28, 2002
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We've been working to offer the same features online as we have via phone. One of the missing components was to include a "pickup at our store option", which we just added this week.

It will allow customers to conveniently place orders all hours and let us offer items we wouldn't normally deliver, like boutonnieres and corsages. (If I can get the prom set to order online, my quality of life will improve greatly!!!! ;) )

The WS templates don't include pick-up options IIRC.

Is anyone currently using/promoting the feature on their site? Upside? Downside?
 
CHR said:
We've been working to offer the same features online as we have via phone. One of the missing components was to include a "pickup at our store option", which we just added this week.

It will allow customers to conveniently place orders all hours and let us offer items we wouldn't normally deliver, like boutonnieres and corsages. (If I can get the prom set to order online, my quality of life will improve greatly!!!! ;) )

The WS templates don't include pick-up options IIRC.

Is anyone currently using/promoting the feature on their site? Upside? Downside?
Click to expand...

Our FTD template site does allow for in store pickup option (what does IIRC stand for?). We get quite a few of these orders.
 
We had that feature on our other site for about 7 or 8 years, it was used only 2 or 3 times. I think it doesn't hurt to have it, though I don't think it is one people take advantage of a lot.
 
CHR said:
(If I can get the prom set to order online, my quality of life will improve greatly!!!! ;) )
Click to expand...
About 15% of our Prom and Home Coming orders are placed online with in-store pickup...works out well...

So far...no downside.
 
We had it online for a number of years. I don't recall it being used once. We don't do prom orders online because of "prom moms".
 
Cathy:
have thought about doing this, and hesitated.

did not feel that it was a good fit for our store, for the reason Rich stated above RE; the prom moms.

We also had a great fear that people would try to order stuff for pick up quickly, when we did not have the product on hand, or were involved in other stuff, and couldn't fullfill their request in their time frame.

If they call, we can explain our situation (flowrs, timing, etc) & offer alternatives.

I want to have a dialogue with my customer, so that I can fill their request & have them be truly satisfied.

JMHO,
Cheryl
 
Don't recall when we dreamed it up but I know we've had it for quite a while. It's used more for everyday and wedding orders than anything else. Gets a lot of use at Valentine's Day, too. Hasn't caught on with the prom crowd too well, for some reason. But it is used quite often.

I haven't discovered a downside yet.
 
RJD said:
We don't do prom orders online because of "prom moms".
Click to expand...
I'm thinking of a limited selection and a 'design your own' section to keep the prom mom at home. They can build the corsage with lots of options, and we'll offer an "online only" lower price and/or an affinity program.

Last year, unknown to us until Prom week, the ASB at our nearby school signed an agreement with a shop to get a cut of each prom flower order and they included an order slip with each set of prom tickets. Our volume dropped by 30%. (Of course, the kids still come to us to advertise in the programs, donate to their organizations, etc... :( )

CHERYL BAKIN said:
I want to have a dialogue with my customer, so that I can fill their request & have them be truly satisfied.
Click to expand...
Us, too. But the reality is that a lot of consumers now use the web. We are pruning our catalog because the same issues with pick-ups (esp. substitutions) can happen with same-day deliveries.

A simple email or phone call to the puchaser can usually solve sub problems.
 
We had this on our site from the beginning. However customers would try to choose this to avoid paying for delivery and then say that they wanted it for delivery after they began to wonder why their arrangement never showed.

We took off the website for the past couple of months but recently added it back.

Its a great feature as long as the customers don't abuse it.
 
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