Click and Collect Websites

Tips for making your business future proof.

Louise Clarke
Louise Clarke

Digital Content Manager

The click and collect experience is no longer limited to large stores and supermarkets. In light of recent events it’s really important for SMEs, to be able to continue trading even if your shop or service has to close or your customers can’t come to you.

Customers have busy lives and the convenience of being able to browse, pay online and collect your order in store is more appealing than ever before. Plus the opportunity to COVID-proof your business for the future and simply make your business more accessible is attractive for many business owners.

So here’s our tips on how to give your customers the best click and collect service in town.

  • Know exactly how it’s going to work. Are you going to accept payments online or on collection (reserve and collect)? You’ll need a secure payment service for online payments such as World pay or Paypal which are both very user-friendly.

  • How long do you need to fulfil your orders? Be clear on how long this takes as it can frustrate customers. If you are upfront and don’t try to overstretch yourself customers will generally wait.

  • Decide how you will manage returns if necessary. This can add another layer of complexity to your system.

  • You’ll need to market your service both in your shop and/or online. You don’t want to discourage customers from coming in to shop (under normal circumstances) but they’ll appreciate that the service is available for future purchases. Decide how you’ll advertise online. Social media is the best way to get your message out there quickly but choose your channels carefully and find out where your audience are. If you have a database of client’s emails you can use this to mail them with the news. If you don’t have a database, now might be the time to start gathering one. Remember to adhere to GDPR protocol and understand how you can store your customer’s information.


  • Make sure the instructions on your website are simple and clear, step-by-step. If it’s remotely complicated customers will be put off.

  • Make sure your stock levels are regularly updated. You’ll need to be super-organised.

  • Be sure to let your customers know exactly where you are located and where they can
    park/collect from.

  • Your website should be responsive, i.e work on all platforms such as phones and tablets.

  • Connect with your customers regularly to ensure they know what’s happening with their order via texts or email. You’re a small business so don’t think you have to have everything automated.

  • Advertise that your service is FREE and you’re all about helping your customers.
    If we’re shopping locally we want to know we’re getting a more ‘personal’ service.

All this may sound daunting but it really isn’t. Many companies have found different ways to get their goods to their customers and it’s all about adapting to the ever-changing world in which we’re living. If you want to chat about how this could work for your business, or you’d like some help with marketing, just drop us a line and we’ll arrange a chat that’s personal to your business. #happytohelp

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Louise Clarke is a Happy Content Manager, designer and illustrator. She is an author of kid’s books, and joined Happy in 2016.



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