10 Questions with Lael B., Director of Shopper Engagement
From shoppers to members to engineers, marketers, and our shopper appreciation team, it’s the people who make Shipt, Shipt. In this series, we get to know the members of our diverse community, from their daily routine to their favorite place in Birmingham.
What does your typical day look like?
My mornings always start with a cup of coffee to help me hit the ground running. I’m in and out of meetings with team members where we collaborate on how to provide the best support to our shoppers. I’ll personally call any shoppers who’ve asked for an extra hand, and use their feedback to help perfect our shopper success messages. My goal throughout the day is to better understand what our shoppers are experiencing on the ground and give them the support they need to provide an excellent experience for our members.
What excites you most about your job?
The people. Everyone at Shipt is amazing and our community of shoppers is unbelievably inspiring. When you work with truly incredible people, it’s hard to be anything but excited!
What did you do before Shipt?
I’ve had the pleasure of working here in Birmingham at several large companies over the last seventeen years. Working in both IT and Operations, I’ve been able to blend my love of customer service, team building, process development and redesign. Being involved in the Birmingham tech industry for so long has been an exciting adventure. I’ve watched our beloved city grow from a sleepy Southern town to a bustling technology center where new companies can start, grow,and thrive.
What’s your favorite meal to make for or enjoy with your family?
I love to make homemade chicken pot pie for my family. I’ll always put a surprise design on the top layer of the pie crust for my daughter – it’s her favorite part!
If you could deliver groceries to anyone in the world, who would it be?
If I could deliver groceries to anyone is the world it would have to be Elon Musk. While delivering the groceries, I would seize the moment to ask him about The Boring Company, his construction company dedicated to the future of urban planning. His vision of building tunnels to alleviate transportation gridlocks in high density cities fascinates me and I would want to hear about it firsthand.
What’s the last book you read?
“Things Fall Apart” by Chinua Achebe. It’s a tragic story about Okonkwo, leader of the Igbo people in Nigeria, who sees his lands, culture, and family torn apart by Christian missionaries. It’s a brutal, stark, elegant presentation of contrast that develops slowly and invokes tremendous emotion.
What’s your favorite place in your city?
Saturday mornings at Pepper Place Farmers Market are my absolute favorite event in Birmingham. My daughter and I go almost every week to check out the seasonal fruits and vegetables. A trip is not complete without grabbing a chocolate croissant from Continental Bakery and greeting all of the puppies that walk around the market!
What’s your secret weapon?
Kindness through everything. It may or may not change anything about a situation, but it makes me feel like a better human. Knowing that I’ve done everything I can to bring kindness to others is an empowering feeling.
What’s your favorite Shipt memory?
My favorite Shipt memory is meeting some of our newest shoppers at our Minneapolis launch! It was a big launch and a lot of new shoppers were experiencing jitters. It was my team’s job to make sure that we encouraged everyone and made new shoppers feel comfortable throughout the launch.
After I returned home to Birmingham, I noticed that a new shopper had posted about her Minneapolis launch experience in the Facebook Shopper Lounge. She had written about how my advice helped her push through her nerves to complete her first shop. I was so proud that I was able to make a difference on this shopper’s first day – I even called my mom to tell her what happened!
Complete this sentence: I love working at Shipt because….
…every day, we make a difference in the lives of our members, our shoppers, and in this city. It is humbling to be a part of something this special.