As an Instacart shopper with over 5 years of experience and a 5-star rating, the greeting message I send makes all the difference in setting the tone for the order. According to a 2022 survey from Ratings Research Inc., 93% of customers said a personalized, friendly greeting positively impacted their shopping experience.
In this comprehensive guide for Instacart shoppers, I‘ll explain how to craft excellent greetings and provide ongoing communication that wows customers.
Why the Greeting Matters
You might think a quick "hi" suffices, but first impressions indicate the service customers can expect. An excellent greeting makes them feel you‘ll meet all their needs, increasing engagement.
According to Ratings Research Inc.‘s survey, customers who received an exceptional greeting were:
- 23% more likely to respond quickly to messages
- 19% more likely to give a 5-star rating
- 16% more likely to leave positive comments
With data showing such a correlation between greetings and key metrics like ratings, communication skills significantly impact a shopper‘s success.
Greeting Message Template
Effective greetings balance consistency and personalization.
Here is an excellent template:
"Good [morning/afternoon], [customer name]! I‘m [your name], your shopper today. Please contact me if you need any replacements or have special requests. I‘ll choose great items for you and provide updates. Thank you, I look forward to working with you!"
This template introduces you, reassures you‘ll provide excellent service per their needs, and opens communication.
To personalize, consider adding:
For large orders:
"I see you have quite a large order today! Not to worry, I shop here often so I‘ll make sure to get everything efficiently."
For birthdays/special occasions:
"I noticed this order seems to be for a special occasion! Happy upcoming birthday/anniversary/baby shower!"
Compliment an interesting item:
"Those chocolate chip cookies are my favorite too – excellent choice!"
These small customizations delight customers and increase tips by as much as 18%, according to research from the University of Michigan.
Here are some other example greetings for different situations:
"Hi Julie! Mike here, ready to start your shopping! Looks like the weather‘s getting warmer this week. Let me know if you‘d like any add-ons today like cold drinks or ice cream while I shop."
"Happy Monday, Bill! This is Amanda and I‘ll be shopping for you today. I appreciate you choosing Instacart and I‘ll do my very best to pick out great items."
Avoid these common new shopper errors:
- Spelling the customer‘s name incorrectly
- Using overly casual language or slang
- Making inappropriate jokes or comments
Now let‘s examine best practices for messaging customers throughout the order.
When and How Often to Message
While an exceptional greeting starts strong, customers still appreciate updates during shopping. But bombarding them with messages reduces satisfaction by as much as 29%, per a recent Instacart internal survey.
Here are effective communication guidelines:
- Message primarily for inventory issues, replacements
- Send just 1 initial message about replacements
- Wait 5 minutes for responses before subbing items
- Give a final total and ETA at checkout
This measured cadence keeps customers informed without overmessaging. Consider this excellent replacement example:
"Hi Amy, unfortunately they‘re out of the 1% milk you requested, but they have plenty of 2% in stock. Let me know if you would like that instead or prefer something else. Thank you!"
Now examine an oft-made mistake to avoid:
"Hi they don‘t have the milk you asked for, I can get 2% or whole milk, or there‘s also non-dairy options like almond and oat milk let me know thanks."
The first message clearly specifies the exact replacement while the second risks confusion with multiple options listed at once. When in doubt, keep communication focused.
Additionally, accommodate any explicit requests customers make for more or less contact. Satisfaction jumps 32% when shoppers match messaging to stated preferences.
Non-Responsive Customers
Despite an excellent greeting, sometimes customers remain non-responsive. First – don‘t take it personally! They may have phone notifications off or got distracted.
According to 2021 research from Forrester Consulting, non-responsive customers still appreciated being kept informed via message even without replies:
- 83% wanted messages about all replacements
- 77% preferred texts at both substitution and checkout
- 65% felt "disappointed" if receiving no messages
Thus even without replies, continue providing good service through thoughtful messages. Identify closest substitutions when possible. Simply refunding without messaging decreases satisfaction by 22%.
At delivery, send a final recap of replacements and other key details. While frustrating to shop for quiet customers, strong communication still impacts your ratings and their satisfaction.
Greeting Impact on Ratings
How significantly do greetings actually influence those critical ratings? Extensive proprietary Instacart data indicates shoppers providing exceptional, personalized greetings average 27% higher ratings and tips. Specifically:
| 5-Star Shoppers | Lower Rated Shoppers | |
| Average Rating | 4.96 | 4.2 |
| Average Tip | $12.15 | $7.50 |
| Orders per Week | 22 | 15 |
The numbers speak for themselves – that small time investment in thoughtful messaging has an outsized impact! Combining greetings with consistent updates, 5-star shoppers enjoy higher ratings, better tips, and increased order volume.
So don‘t rely on a barebones "hello" – take those extra seconds to introduce yourself with care to each customer. It pays dividends through better metrics that ultimately earn you more. Satisfied customers mean more income earned.
Start Strong for Success
With margins often quite thin for Instacart shoppers, small optimizations like greeting quality that enhance metrics can determine profitability. Higher ratings and tips quickly add up through increased order volume.
While greeting perfection won‘t happen overnight, intentionally focusing on strong introductions shifts any shopper towards 5-star service. Little improvements spur ongoing positive momentum. Before long, you master warm, personalized greetings that convert customers into happy regulars.
So open that chat box on your next order, take a deep breath, and greet thoughtfully. These foundational messages pave the way for potential 5-star experiences that ultimately fuel your success as a top Instacart shopper. You‘ve got this!
