A blog on issues affecting Australia's newsagents, media and small business generally.

How not to do click and collect

A large retailer has these instructions at their website for handling click and collect:

Their approach has multiple friction points, giving shoppers multiple reasons to not buy through them. Click and collect should be easy, certain and enjoyable. While there will be some overhead for the business and the customer, what this business imposes is ridiculous.

They get you to go to their website. They they want a photo of the order. Then they have you complete a form. Then they will ring you. They, finally, you get to go to the shop from you ring them again to have them bring the goods to you.

I’ve been doing click and collect for years through several of my shops. It’s single-step, each and certain for the customer and for the business, as it should be.

Every barrier we insert between ourselves and our customers is a hurdle to the revenue opportunity.

Newsagency management

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