As both business owners and customers face economic challenges, it's important to make sure that you are in good standing with clients and practice good communication. Setting realistic expectations with your clients and preparing them for what to expect is the key to a good experience during challenging times. What's the best way to set realistic expectations? Let's dive into a step-by-step guide on what good communication looks like, and how it can help you retain your new or current clients.

When your customer places an order, confirm that you received it and guide them through your shopping process. For example, share how long you think the order will take, how you will communicate replacement or out-of-stock items, and your expected ETA (even if it is the time they selected on your schedule.) A good practice is to go through their list and if there are any items you anticipate having trouble finding (such as a previous seasonal item) give them a heads-up. Next, let them know when they can expect to hear from you, such as when you are at the store. For example:

Hi, Sue! I received your order for XYZ tomorrow at 2 pm. I see that you have Wonder Bread on your list. The store hasn't had Wonder Bread in stock lately. Is there a good substitute you'd like for me to get if they don't have it tomorrow? I'll reach out again when I'm on my way to the store. Talk to you soon!

Once you begin shopping the order, let the client know that you have arrived at the store and begun shopping. Now is a good time to make them aware of what you would like them to do if they need to add any additional items to their order and also make it clear that they should be on standby for any questions that you may have for them.

Communicating out-of-stock items is very important, so make sure to go over their options with them. Taking a photo of what is on the shelf, or asking if a similar item is an acceptable replacement (ie: non-organic instead of organic) can be helpful.

If they cannot be available via phone or text during the order, it's best practice to get their preferences ahead of time. This is to help ensure that they get exactly what they need, even if that means not replacing items. This critical communication can be customized based on the client's needs. For example, some clients prefer to be called at the end of the shop to confirm replacements instead of on an item-by-item basis. If that's the case, confirm all of the selections with them before checkout. This is also a good time to see if there are any last-minute items they need to add to their lists.

*Remember that currently, the unavailable items do not display on the Dumpling app, only in the Boss app.

Once the items are tucked in your vehicle safe and sound, you will want to make the client aware that you have secured their items and that you are on your way to deliver. It's good practice to give them a more detailed ETA at this point and confirm any delivery instructions (ie: gate codes, leave at the porch.)

You have made it through the order with excellent communication. Now you will take the final step in the order process and deliver the items per the client's instructions. Make sure to give them their receipt, and remember to take a photo of the order if you are completing a no-contact order.

You may think the work is done once an order is complete, however, following up with clients is just as important as the steps above. The ultimate goal is to retain your clients, and a big part of that is growing as a business owner. Getting feedback on what their experience was during the order not only allows you to understand their communication and grocery preferences but also makes sure that you are aware of anything that you can do better next time while also instilling trust within your shopper-client relationship. The best practice here is to send out a follow-up message the day after the order is complete.

Once your relationship with your clients is established and the line of communication is open, you may find that you can ease up on the quantity of messages, however when getting started, frequent communication is highly effective in building a good foundation and preventing frustration on both sides of the shopper-client relationship.