In-Store, Curbside, or Locker? Choosing the Right Customer Pickup Model for Your Small Business

The best pickup model for your small business depends on four things: your parking, your staffing, your order volume, and your budget. In-store pickup is the cheapest to start but the most labor-dependent. Curbside adds convenience but demands dedicated staff and clear signage. Lockers cut labor and offer 24/7 access, but a basic 12-door system runs about $5,750 before integration. Here is how the three models compare, and how to pick the one that fits your operation.

Understanding Customer Pickup Options for Small Businesses

All three models solve the same problem: a customer buys online and collects the order from you. Where they differ is who does the work at the moment of handoff.

As retail industry resource Racklify describes it, store pickup involves in-store contact, curbside minimizes entry into the building, and lockers eliminate staff interaction entirely. Each shift moves effort and cost around your business rather than removing it. Moving from counter to curb to locker trades labor for capital, coordination, and technology.

In-Store Pickup: Direct Interaction and Simplicity

In-store pickup is the traditional model. A staff member retrieves the order and hands it to the customer at a counter or pickup point inside your store.

The upside is personal contact. Every pickup is a chance to answer questions, resolve problems on the spot, and—according to Racklify's analysis—drive impulse purchases, since store pickup pushes more traffic into your retail footprint. The downside is that labor scales directly with order volume and pick complexity. Someone has to be there during business hours, every hour you promise pickups.

Capital costs are minimal. Racklify notes that store pickup typically needs signage and shelving only, assuming you already have a storefront. Technology needs are modest too: an order management system and customer notifications, with basic e-commerce integration usually sufficient.

Curbside Pickup: Convenience at the Car

Curbside keeps the customer in their vehicle. An employee stationed outside hands over the order, whether it was placed by phone, app, or website, as Nextdoor's guide for local retailers explains.

The customer benefit is real. Medallia, citing Statista data, reports that in 2022 roughly two-thirds of U.S. millennial consumers chose curbside pickup as the fulfillment type for online purchases. Curbside also reduces contact and, as Medallia notes, can reduce transmission of common illnesses like colds and flu.

Operationally, it is the most coordination-heavy option. Racklify warns that curbside adds tasks for greeters or parking attendants and requires dedicated staff during busy windows. TIMIFY's e-commerce guide recommends choosing a location with plenty of parking, signing it clearly, and monitoring the service continuously. Nextdoor adds that a capable point-of-sale system is critical, and suggests personal touches—greeting customers by name, including a note—to keep the contactless experience feeling human.

Locker Pickup: Automated and Secure Access

Smart lockers flip the model: staff load orders into compartments, and customers retrieve them themselves using an access code or QR scan, with no staff interaction at the point of pickup.

The efficiency case is strong. Locker vendor Signifi argues that BOPIS lockers significantly reduce the need for dedicated pickup staff, free employees for other tasks, and offer 24/7 pickup availability that accommodates customers with varying schedules. Lockers also provide secure storage, and Signifi suggests the added convenience and security can reduce cart abandonment compared with delivery.

The cost is the catch. Racklify notes lockers shift spending toward capital, maintenance, and technology, including secure APIs to link access codes with orders. ForwardPass's market overview reports that hardware accounted for 67.27% of smart locker market revenue in 2025, with systems typically purchased as an upfront capital cost or via a subscription combining hardware access with recurring software fees. Parcel Hive, a locker manufacturer, cautions that pricing varies dramatically by compartment configuration, environment, and software integration—and warns against paying for features like facial recognition when a QR code suffices. As a concrete reference point, CTA Digital lists a 12-door smart locker system at $5,750.

Pickup Model Comparison: Operational, Cost, and Customer Factors

The table below compares all three models across the same five dimensions, drawn from the industry sources above. Read it as a trade-off map: no column wins everywhere, so match the pattern to your constraints.

Three pickup models compared across operational, cost, and customer-facing factors
Dimension	In-Store	Curbside	Locker
Customer Interaction	Direct, in-person staff contact	Brief handoff at the customer's vehicle	None at pickup; self-service via code or QR scan
Operational Load	Staff retrieves and hands off each order; adds in-store traffic	Staff runs orders outside; arrival coordination and parking management	Staff loads compartments; pickup itself is automated
Labor Costs	Scale with order volume and pick complexity	Dedicated staff needed during busy windows	Significantly reduced; staff freed for other tasks
Capital Costs	Minimal—signage and shelving	Low—signage, parking setup, POS capability	High—hardware plus integration; ~$5,750 for a basic 12-door unit, per CTA Digital's listing
Technology Needs	Order management system and notifications	POS system and arrival/communication workflow	Secure APIs for access codes or QR scanning; software fees may recur

The pattern that emerges: in-store minimizes capital and maximizes personal contact, curbside buys convenience with coordination labor, and lockers buy labor savings and 24/7 access with upfront capital and integration work.

Choosing Your Best Pickup Model: A Self-Assessment Guide

Work through these four questions before committing.

Order volume: At low volume, in-store pickup's labor cost barely matters. As volume grows, per-order labor compounds—first favoring curbside's speed, then lockers' automation.
Physical layout and parking: Curbside requires designated, well-signed parking near your entrance, per TIMIFY's guidance. No reliable parking means curbside creates friction instead of removing it. Lockers need only a secure footprint, indoors or out.
Staffing capacity: If you cannot spare a person during peak windows, curbside will strain your team. Lockers reduce dedicated pickup labor most, but someone still stages orders.
Budget and hours: If customers want pickup outside your staffed hours, only lockers deliver that. If capital is tight, in-store or curbside starts for the cost of signage.

You can also stage the rollout: many businesses start with in-store pickup, add curbside once volume justifies the staffing, and consider lockers when order volume and after-hours demand make the capital investment sensible.

Making Your Choice: Aligning Pickup with Business Needs

Small businesses should select a customer pickup model by evaluating their existing physical layout (especially parking), current staffing capacity, expected order volume, and budget for initial capital investment and ongoing operational costs. There is no universally best option—only the best fit for those four constraints.

Once you launch, judge the decision with the measurable indicator that matters: the chosen pickup model's integration with existing operations, customer satisfaction feedback, and impact on staff efficiency. If pickups run smoothly, customers report fast and clear experiences, and your team is not stretched thin at peak times, the model fits. If any of those three slip, revisit the comparison table before adding complexity elsewhere.

In-Store, Curbside, or Locker? Choosing the Right Customer Pickup Model for Your Small Business

Understanding Customer Pickup Options for Small Businesses

In-Store Pickup: Direct Interaction and Simplicity

Curbside Pickup: Convenience at the Car

Locker Pickup: Automated and Secure Access

Pickup Model Comparison: Operational, Cost, and Customer Factors

Choosing Your Best Pickup Model: A Self-Assessment Guide

Making Your Choice: Aligning Pickup with Business Needs

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