Unattended Customer Pickup?

[TheSnowman]

I have operated as a one man shop for 10 years, and BY FAR my biggest issue, is making sure that I am here whenever a customer wants to pick something up. I've thought about paying someone to be here when I'm not, but then that's just depending on one other person, and from what every single small business owner has said to me when they ask if I have anyone else working with me, they tell me to stay where I'm at and never hire anyone because they miss the good ole days.

So my question is, instead of sticking around here when I need to be elsewhere doing work, or quoting, does anyone have any smooth ways that they have customers pick stuff up when they aren't around? I used to be in the country and we'd just set stuff out, and sometimes I still do that, but I'm on the main road through our town now, and that makes people EXPECT me to always be here, as well as create a ton of other time wasters for when I actually am in the office, that doesn't allow me to be as productive as I'd like to be.

Like I said, this is my biggest problem with my shop is just people always wanting to stop by and pick stuff up, and I just don't have time to sit around and wait on their schedule to align with when I'm here all the time. Suggestions?

 

[TheSnowman]

That might actually be a good idea. Not sure what kind of courier service we have around here, but I may check into it. It'd have to be someone with a truck, but to have a middle man who my customer doesn't want to tell their life story to, would really help.

Then the only problem is when those customers are like me and are a one man shop too, and THEY aren't around.

I'm thinking something like a small area with an entry door that has a code on it, and maybe change the code once a month or something. It's not like anyone is going to want to steal other people's signs in most scenarios.

 

[Techman]

Set the product in a place they can get to it. Setup your webcam to record when someone comes into the view. Now you have video proof.

 

[graphicwarning]

Are there any local business in which you have a good working relationship with, or maybe have done signs for? Maybe you can establish a relationship with the premise that you'd like to leave products there for your clients to pick up occasionally, and it's mutually beneficial because you are sending customers to their establishment that might not have otherwise came in for anything?

Just a thought...

 

[Billct2]

Our place has a small vestibule that we share with the unit next door, maybe 4x8.
The outside door is never locked so I just leave stuff in there whan I have to.

 

[MikeD]

Couriers and a pick up area with video are both good ideas, but my first thought was about your customer picking it up without you there and then calling you with problems. How do you get them to "sign off" on the prints now, and if you let them pick up after hours, do you lose the opportunity to go over the print with them and make sure they agree that everything is "good" before they leave your shop?
Hope you come up with a good solution!
Miked

 

[JgS]

Leave it with a neighbor you trust.

 

[StopSignGraphics]

I've got the same issue. I've toyed around with a couple of ideas.

First idea was to make a weather proof box with a combination lock that can be reset. Basically the product is in a locked weather proof box, they have a combination that you can reset after they pick up, they can come by when it's convenient for them to pick up the product. Then you can reset the lock to a new combination for the next customer. The flaw with that plan is that it probably would only work for jobs up to a certain size.

Second idea was to install a smart lock on one of our doors that could be opened remotely from a smart phone and install a security camera. The customer can call and you can let them in. That option is really only valid for customers you know really well and even then there maybe some issues with insurance and liability, etc.... However depending on your space, you might be able to do something like that if you had some sort of foyer or other area that you could limit after hours access.

~Chris

 

[fresh]

• set "office hours" and stick to them.
• hire a receptionist
• erect a shed (or box) with an easily changeable combo lock, and leave items inside for pickup
• charge a delivery fee

we have never found it hard to get clients their signs. I make it very easy for them to come pick up completed work because 1. I want to be paid, and 2. I want their stuff out of my shop to make room for other jobs.

 

[Marlene]

to add to all the other ideas you can pre-set up times when they can pick up and just base your day around that. say you set aside 8-11 for pick ups and after that by arrangement.

 

[Stanton]

. . . it's mutually beneficial because you are sending customers to their establishment . . .

Like

 

[TheSnowman]

to add to all the other ideas you can pre-set up times when they can pick up and just base your day around that. say you set aside 8-11 for pick ups and after that by arrangement.

Something like this may be my best bet, but I'm still at the mercy of having to be here then, and that's not always possible. Hiring a receptionist is pointless because we've tried that, and anyone you get normally has a kid and they are always getting sick, and then they can't be here etc. I refuse to hire anyone to solve this, because that just causes more headaches it seems.

I do like the idea of a webcam and separate area with smart lock, or code lock. Might have to look at what that'd look like.

 

[CanuckSigns]

there is always someone here during business hours, but if someone can't make it untill after hours, there is a coffee shop down the road we have a good relationship with, we send them there. they usually make a sale off it as well.

 

[DigiPrinter]

I'm a one-man shop as well and frequently in-and-out. Knowing my schedule for the most part when I'll be there I make arrangements for clients to pick-up at those times. I just try to plan ahead for when the sign will be done, call the client and make a hold in my schedule.....if done well I can have a client there when I do have office/shop work.

 

[graphicwarning]

I do like the idea of a webcam and separate area with smart lock, or code lock. Might have to look at what that'd look like.

Check out a Dropcam... easiest thing to use if you have wifi. You can keep 7 days of recording for $10/m if you want, otherwise it's free service after you purchase the camera... only the power cord to plug in, night vision etc.

www.dropcam.com if you are thinking of going the drop cam route!

 

[HIGHSPEEDGRAPHIX]

if your looking at cams, look at Night Owl security systems. I have this systems, it was around $200 for a 4 cam system and has a 500gb hard drive. also has settings you can run continous or when motion detected. You can view it through a tv hooked to dvr, or if you set it up on you network (not wireless but i used a wireless bridge to avoid running a line to my router) you can veiw it on a pc, tablet, or phone remotely. live or playback. good little system. easy to install and setup.

 

[mjkjr]

• set "office hours" and stick to them.
• hire a receptionist
• erect a shed (or box) with an easily changeable combo lock, and leave items inside for pickup
• charge a delivery fee

we have never found it hard to get clients their signs. I make it very easy for them to come pick up completed work because 1. I want to be paid, and 2. I want their stuff out of my shop to make room for other jobs.

I have a similar issue as the OP sometime, and like the office hours suggestion.

I do have hours of operation posted as 9-5, m-f, but since I am the only one here, if i need to run any errands or do a site survey i have to lock up.

I am thinking I might also post some "pick up" hours and simply try to never leave the shop during those hours.

Or maybe not post them, but just tell the customers what the pick up hours are when you let them know their sign is ready.

 

[TimToad]

We always have someone here during business hours, but given the fact that many folks can't be held to a time for ANYTHING if it doesn't suit their busy lifestyle, we often have jobs sit here for days if not weeks on end until picked up.

My solution is to offer free delivery after a week of a job sitting here within a comfortable radius from the shop and ONLY if we have other stops in the area. Its all about efficiency and creating the aura of enhanced customer service for us. I repeat, we only do it during regular business hours and only if we are already going that way.

This accomplishes a couple really important things IMO. It projects a level of customer service that few clients expect anymore and few competitors are willing to extend. It increases the speed with which you can collect on a job, therefore improving cash flow which we all know is in the top 5 reasons that businesses either survive or fail. It gives us a chance to see where the sign is actually going and prod the customer for more work if upon arrival something obvious is lacking. It also gives us the chance to meet our customers face to face and customers are far more likely to remember you for the next order if you are more than just a voice on the phone, email address or an invoice in the mail to them.

Lastly, it gives us the opportunity to drop a card and an introduction to the businesses next door to the customer, which takes about a minute to do and shows proactivity on your part. My opening line is always "Hi, I'm xxxxx from ABC Signs. I was just next door dropping off your neighbor's new sign and noticed yours is looking a little worn. If there's anything we can help with, here's my card."

Frankly, the drop box idea seems too impersonal to me, even more so in a smaller town. IMO, it smacks of "I'm too busy to mess with making sure you get your sign unless its totally convenient to ME"

Its all about perceptions and the less negative ones I even remotely or inadvertantly project to my customers, the better off my business is.

 

[threeputt]

Tell all your clients pickup hours are nine till noon. Make it your business to be there at those times. Schedule your installs, go-sees, material getting in the afternoons.

Just a suggestion.