Curbside Guide

YOUR GUIDE TO

CURBSIDE

OFFERING FREE CURBSIDE PICKUP

Curbside pickup is no longer a “nice to have” service, consumers
expect it. However, to be successful, you need to plan and
anticipate challenges before they arise. If you’re starting a
curbside pickup service for the first time or improving your
current system, this guide will show you best practices and
tips for success.

Curbside pickup is easy to implement. With just a bit of
planning and training, you can be up and running right away.

STEPS TO IMPLEMENT CURBSIDE PICKUP

PROMOTE CURBSIDE TO SET EXPECTATIONS
YOUR CUSTOMERS
Whether it is through the email confirmation of
Promote your new curbside pickup service their order, a templated message you can paste
on all of your marketing components: your into messenger responses, or signs placed at
website banners, bag stuffers, register certain parking spaces, make sure the customer
receipts, in social media posts, on your knows what to do when they arrive.
Google listing, and in your circulars and
radio ads. Tip: If you have experts in your store for things
like plumbing or electrical, let your customers
TAKE THE ORDER know that they would be happy to meet them at
their car window to offer advice.
Determine how you can receive orders. If you
require payment in advance, direct customers FILL THE ORDER
to your MOCE ecommerce program website or
other ecommerce-equipped site. You can also Create a process to quickly and accurately pull
encourage customers to order from you in the customer’s items. Ensure your employees
other ways, such as telephone, email, or even know what to do if an item is out of stock,
messages through social media. which may mean offering a substitute product,
backordering the item, or deleting it from the
Because of the potential for fraud, we order. Whatever your store policy, make sure
do not recommend accepting credit it always includes immediately notifying the
card payments via phone. It is much customer if their order is going to be different
safer to process the credit card in than what they are expecting to pick up.
person when the customer arrives.
Once pulled, have a dedicated staging area
to keep curbside orders secure, organized,
and available.

KNOW WHEN THE Add additional steps as needed so it makes
CUSTOMER ARRIVES sense for your store. And of course, these
interactions should always end with the
While you can ask customers to set an employee thanking the customer, offering them
estimated time for their arrival, the most well wishes, and encouraging a return visit.
accurate way will be to provide a phone number
to call when they arrive. This can be as simple To ensure a consistent customer experience—
as putting the store’s phone number on the signs and maintain employee accountability for
in your dedicated curbside pickup parking spots. providing that experience—we recommend
having a checklist or form that is used for
DELIVER TO CURBSIDE every order.

Create an order of operations that your staff
understands and follows every time.
This plan may include:

• s ecuring payment before delivering
the product

• having the customer sign for delivery
• g oing through each item with the customer

to ensure the order is accurate

RECOMMENDATIONS

DEDICATED STAFF PRIORITIZING CURBSIDE
CUSTOMERS
It's a good idea to dedicate certain staff to
the curbside process. If you can’t, consider It is up to the local store to decide priorities.
simplifying the process by limiting either the It is important to make sure the process
hours it is offered, or the order methods offered. is established and the customer is given a
clear idea of what to expect. Without that
DEDICATED PARKING SPOTS communication, most customers will assume
that curbside arrival lets them jump to the
While you do need dedicated pickup areas, the front of the line.
location and number of spaces will be up to your
store’s volume and needs. Make sure the signage
clearly shows which spots are reserved for these
customers and explains what they should do
when they arrive.

OFFER CURBSIDE

WITH YOUR

ECOMMERCE
PROGRAM

If you have a MOCE ecommerce program
website, you can let your customers know
that curbside is available for ship-to-store

and same day pickup purchases.

Talk to your program manager about
having this messaging added to your

website and order confirmations.

Mark

EXAMPLES

FACEBOOK

• Services page
• Cover photo
• Timeline posts

Mark

GOOGLE

• Digital banner ads
• My BusinessTM Listing

IN STORE

• Signage
• Parking

DO IT BEST SIGNAGE KITS

CUSTOM
CURBSIDE KIT

Clearly direct consumers to
curbside pickup areas and
next steps in the order process
with our curbside signage kit
that we can ship to you within
10 business days.

SOCIAL DISTANCING KIT

Help promote social distancing in your
store with our signage kit that we can
ship to you within 10 business days.