Walk-in Shopping Versus Appointment-Based Shopping

Ombori on Walk-In versus Appointment-Based Shopping
Ombori-Walk-In/Walk-Ins versus Appointment Based Shopping

Understanding Appointment-Based Shopping

How Shopping Was Impacted by COVID-19

  • Complying completely with COVID-19 health and safety guidelines was a significant benefit of appointment-based shopping for retailers. Social distancing and maximum capacity rules were more manageable with this format; by controlling the flow of traffic with predictable tools, businesses focused on customer experience rather than on managing lines.
  • Improved customer satisfaction might be a surprising result of appointment-based shopping for some readers, but when customers feel that they have the full attention of an employee and that their visit is purposeful, they report a higher level of satisfaction.
  • Maximization of staff efficiency was a significant benefit for businesses. As Federman explained, knowing that your customer is likely to make a purchase and didn’t just wander into the store on a whim creates a greater sense of urgency and purpose among employees.
  • Requiring consumers to schedule their days creates a barrier between customers and businesses that did not exist before. Generally, a retailer works to make its products or services as readily available to as many people as possible.
  • Walk-ins or late customers threaten the appointment-based shopping system by slowing down the process, creating pile-ups of customers who expect to be seen when they arrive on time.
  • Deterring pop-in visits is probably the most apparent, significant drawback of losing walk-in shopping. Some retailers generate a good deal of revenue from walk-in customers who wouldn’t otherwise visit their store.
  • Flexibility is essential not only for customers with busy lives but also for some employees and business owners too, and a walk-in shopping model allows flexibility.
  • Marketing is sometimes easier when customers are physically present at your location-having a flash sale, showing off a new product, or handing out samples? That experience is out of reach to most of the public without walk-ins.
  • Complying with COVID-10 guidelines was undoubtedly more difficult for businesses without appointment-based shopping as it was harder to control crowds.
  • Long lines are a great way to deter customers, and an unpredictable rush of customers is out of a retailer’s control with walk-in shopping.
  • Less purposeful shopping can result in wasted time for staff who invest in customers that don’t plan on purchasing anything.

How Did Appointment-Based Shopping Affect the Walk-in Shopper?

What Will Appointment-Based Shopping and Walk-in Shopping Look Like in A Post-Pandemic World?

Stress and Innovation




Father, husband, coder and entrepreneur. Founder of @omborigroup

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Andreas Hassellöf

Andreas Hassellöf

Father, husband, coder and entrepreneur. Founder of @omborigroup

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