If you claimed an order for a customer who is new to Shipt, a banner will display at the top of the Order Details screen to let you know it's their first order.
New customers typically are not familiar with the shopping and delivery process and, therefore, communication is key for providing a quality experience and service. While preformatted messages are available for you to utilize, providing additional details for new customers can often be helpful for ensuring order satisfaction.
Consider the tips below that other shoppers use to provide a great experience for new customers.
Preparing to Start an Order:
When sending the introduction message prior to starting an order, consider:
Welcoming them to Shipt and to let you know if they have any questions.
- “I see you’re a new customer — Welcome to Shipt! Let me know if you have any questions while I’m completing your order.”
Providing information about their general preference to set expectations for the level of communication they can expect for out-of-stock items.
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For a Contact Member preference, you could say:
- “I see your preference is to be contacted for out-of-stock items. I will be sure to let you know if any items are unavailable while completing your order.”
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For a Choose Sub preference, you could say:
- “I see your preference is for me to select substitutions when items are unavailable. I am happy to do that and will let you know if I have questions or do not think there is a quality substitution option.”
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For Do Not Sub preference, you could say:
- “I see your preference is to not substitute any items if they are out of stock. I will let you know when I am almost done completing your order.”
Preparing to Deliver:
When sending the On the Way message prior to leaving the store, consider:
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Checking to see if there were any delivery instructions provided in the order notes and confirming them.
- “I see you have requested for your order to be delivered at the garage door. Is that correct?"
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For drop-off orders, reminding the customer their order will be dropped off at their front door.
- “I see you have selected for your order to be a drop-off order. I will let you know after I have dropped it off outside your front door!”
After Delivery:
Once you've completed your delivery, you may choose to send a Thank You message. While these messages are completely optional and up to you to write, simply saying thank you and/or that you hope the customer has a nice day can be a great way to make customers feel appreciated.
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Keep in mind, if the customer's order was a drop-off order, it's helpful to confirm their order has been dropped off and send a photo of the order. For Delivery Only orders of this kind, the app will automatically prompt you to take and submit a photo of the order at delivery.
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“Your order has been dropped off outside your door. It has been a pleasure shopping for you today. I hope you have a great day!”
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“Your order has been dropped off outside your door. It has been a pleasure shopping for you today. I hope you have a great day!”
