Pickup and the Paranoid | Interaction

Being able to pickup an order with out have to go into the store is a wonderful idea. However, the service can bring to light an interesting kind of customer. The overly paranoid.

Right now during the COVID-19 pandemic, being able to have you're order pre-paid and loaded in you car is a great way to limit contact with others. (If you do use a store pickup service, please try to keep your order small. Large orders can overwhelm the pickup staff.) Unfortunately there is an issue with pickup, it requires the costumer to do something.

Requiring a customer to do something is a grade A way to incite problems. After the customer places an order, they have to do two things. Show up, and tell the store that they are there. Out of those, showing up is the one people have the most problems with. If they can show up, they will call. However my co-worker and I have seen something new today. A customer that didn't call.

The interaction started off pretty normal. The customer called and asked if their kid can pick up the order instead of them. We didn't have a problem with that and told the customer that was fine. When the kid showed up, he comes in the store as says he here for a pickup. (while customers are supposed to call, a good number just come up to the desk) The order is handed off and the customer denies help out to their car.

Later that day a phone call comes in from the customer that placed that order. The “complaint” was that we “made their kid come in to that store”. (I put complaint is quotes because they were just screaming on the phone.) Turns out their kid that picked up the order, parked outside and just sat there. That's right, they didn't call the store. The root of their “complaint” was that, because their kid “had” to go into the store. Their “entire household has been exposed to the virus”.

At this time the store requires everyone to wear a face mask. It is understandable to be worried during these times. However, some will be worried to the point they can't think straight.

A combination of a paranoid customer, and a dim kid brought forth this situation. There isn't really a good way to deal with this kind of customer. Letting them vent and send them on their way works well. The important thing to remember in a situation like this, is that it will make a good story online. As for the customer's kid, call the store next time.