Member Spotlight: Heather Rynerson

During the pandemic, my life took an unexpected turn. My husband had just retired on medical disability after his second career with the military. Having served 23 years in the Navy followed by 16 years with the Department of Defense, his retirement meant we were facing a significant pay cut.

One day, he suggested I consider shopping for one of the popular grocery delivery platforms. He’d heard from a friend at Bible study that it was a good way to supplement income. Anyone who knows me knows that grocery shopping was never my favorite activity—not even close! But I decided to give it a try to help ease some financial pressure.

I signed up for Instacart and Shipt and placed a few orders myself to understand the customer experience. During one of these orders, I encountered a shopper who sent thoughtful messages before, during, and after completing the shop.

When I began shopping, I made it a priority to personalize each experience. I’d ask customers how they preferred their avocados and bananas, inquire about potential food allergies, and take time discussing substitution options. Did this approach take longer? Absolutely. Did it reduce the number of orders I could complete in a day? Yes. But the quality of service was worth it.