Taking Orders: Service Tips From a Pickup & Delivery–Only Store

This eCommerce store’s #SparkGoals include being a neighborhood store for customers who’ll never set foot inside—and delivering for every customer. 

 

Inside Store 4177 in the Chicago suburb of Lincolnwood, Ill., you won’t find a single customer. That’s by design. The Walmart Lincolnwood Pickup Point is one of two Pickup & Delivery–only locations in the U.S., offering the convenience of online ordering, as well as curbside or at-home delivery. But associates there still make it a goal to be a part of the community.

 

“Lincolnwood and the surrounding area is a very diverse community, so we want to make sure we’re meeting everybody’s needs,” says Store Manager Nicole O.

 

Here’s how associates at the store have met their goal of making it a true neighborhood market.

Service Beyond Listening
 
Aside from those who deliver orders to cars, Store 4177 associates don’t directly interact with customers. So they rely on technology to get to know the people they’re serving. They use insights from analyzing customers’ online experiences to find out what those customers are looking for. “It gives us a little more flexibility over brick-and-mortar stores to address those needs,” says Joshua C., regional eCommerce director.


Making the Kosher Connection
 
“We’re a very diverse store, so we make sure that we provide customers with what they need, whether that’s Mediterranean, Asian, Hispanic, or kosher foods,” says Nicole. A rabbi reviewed protocols for kosher food storage and bagging and trained associates so they could meet requirements of Jewish kosher law. He also suggested keeping a schedule of items to stock around the time of religious holidays, such as matzo balls and gefilte fish at Passover.


Rethinking Alcohol
 
The Walmart Lincolnwood Pickup Point can offer a larger assortment of higher-end alcohol than traditional stores can. Customers aren’t on the alcohol aisle, reducing the store’s exposure to loss from theft and damage. Tech team members also track searches on the website for certain types of alcohol—like fancy wines or pricey whiskeys—to see if they can justify stocking them regularly.

From left: Bria R., personal shopper; Joshua C., regional eCommerce director; Michael M., merchandise reconciliation associate; Nicole O., store manager; Donna B., personal shopper

The Store:

42,000
Square feet

40
Associates

24
Number of Pickup customers that can be served simultaneously

70%
Sales from Delivery

30%
Sales from Pickup

$98
Annual fee for unlimited deliveries (for orders of $30 or more)

Follow @Walmart4177 on Instagram to see more ways the team connects with their customers.

For more stories, advice, and inspiration, download your copy of the Spring issue of Walmart World here!

 
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