Customer Notification SOP

Standard Operating Procedure for Order Pickup Notification

← Back to Dashboard

Standard Operating Procedure: Customer Notification for Order Pickup

Company Northwest Custom Apparel
SOP ID NCA-OPS-003
Department Office Administration / Operations
Effective Date September 16, 2025
Title Customer Notification for Order Pickup
Version 1.3

1.0 Purpose

The purpose of this procedure is to establish a consistent and personal method for notifying customers when their orders are complete and ready for pickup. This process is designed to enhance customer service, ensure timely order pickup and payment, and maintain an organized and efficient customer pickup area.

2.0 Scope

This SOP applies to all personnel responsible for customer communication regarding completed orders.

3.0 Procedure

Step 1: Identify Ready Orders

Frequency: Daily, typically in the morning.
Action:
  • Check the production system (or the list provided by Ruthie and the factory team) for all orders marked as "Completed" and ready for pickup.
  • For each order, confirm you have the correct customer name, order number, and a valid phone number.
  • Physically verify that the completed order is present in the designated customer pickup area at the front.

Step 2: Make the Initial Customer Call

Action:
  • Call the customer using the Initial Pickup Call Script (see Section 4.1).
  • If you speak with the customer, confirm their pickup intentions and answer any basic questions.
  • If there is no answer, leave a clear and concise voicemail using the Voicemail Script (see Section 4.2).

Step 3: Log the Communication in Shopworks

Action:
Visual Guide: For a screenshot of the activity log screen, click here to view the Shopworks Activity Log Image

Shopworks Activity Log Screenshot
  • Immediately after each call attempt, navigate to the main screen of the work order in Shopworks.
  • In the 'Activity' section, click Add.
  • Select the correct Contact you called.
  • From the 'Activity Type' dropdown menu, choose 'Order Notification'.
  • Verify the Date and Time of the call are correct.
  • Toggle the status button to Complete.
  • In the Notes section, enter key details of the conversation (e.g., "Spoke with customer, will pick up on Friday," or "Left voicemail").
  • Save the activity log. This must be done for every call attempt.

Step 4: Follow Up (If Necessary)

Trigger: The order has not been picked up within 3-5 business days of the initial call.
Action:
  • Initiate a follow-up contact via a second phone call, email, or text message.
  • Use the Follow-Up Script (see Section 4.3) as a guideline.
  • Log the follow-up attempt in Shopworks using the same process outlined in Step 3.

Step 5: Record the Pickup

Trigger: The customer arrives to collect their order.
Action:
  • After the customer has picked up their order, immediately update the order status to "Picked Up" in Shopworks.
  • Ensure the date of pickup is noted in the record.

4.0 Communication Scripts

4.1 Initial Pickup Call Script

Greeting: "Hi, this is [Your Name] from Northwest Custom Apparel. May I speak with [Customer Name], please? I'm calling about your recent order."
Purpose: "Good news! Your custom apparel order, number [Order Number], is ready for pickup at our showroom."
Provide Details: "Our pickup hours are Monday through Friday, from 8:00 AM to 5:00 PM. We are located at 15307 Union Ave SW in Lakewood."
Confirm: "Do you have an idea of when you might be able to stop by?"
Closing: "Great! We look forward to seeing you. Please let us know if you have any questions. Thank you, and have a great day!"

4.2 Voicemail Script

"Hi [Customer Name], this is [Your Name] calling from Northwest Custom Apparel. I'm calling to let you know that your order, number [Order Number], is finished and ready for pickup. You can pick it up anytime during our business hours, Monday to Friday, 8 AM to 5 PM, at our Lakewood showroom. If you have any questions, please give us a call back. Thank you!"

4.3 Follow-Up Script

"Hi [Customer Name], this is [Your Name] from Northwest Custom Apparel. I'm just calling with a friendly reminder that your order, number [Order Number], is still here and ready for pickup at our showroom. Please let us know if you have any questions. We look forward to seeing you soon!"

5.0 Escalation & Special Cases

📊 Export to Sheets