Many businesses have been forced to shut down or dramatically change how they do business due to coronavirus (COVID-19). While emergency measures forcing business closures or affecting how business can be done are not expected to last forever, many businesses are adopting new strategies and policies to help them survive the crisis and assure customers and employees that they will be ready for a changed business world post-COVID-19.
Stay Connected With Customers
With business shutdowns and social distancing, people -- now more than ever -- are in need of community. This is the time to reach out to your customer base through social media, your website, email, or any other means to connect and provide assurance that you are still there for them.
Figure out ways to solidify and grow that sense of community, whether it’s by offering special discounts to loyal customers or free delivery for online purchases or simply providing updates on how you are coping with the crisis. Times of crisis can bring people together, especially through messages of caring and connection and shared hardship. By reaching out, you remind your customers that you are there for them and also rely on them for their loyalty and support to get through this crisis together.
Focus on Improving Your Online Presence
Many businesses are figuring out creative ways to provide their services online or grow their online presence. The first thing you’ll want to do is to make sure your website is up to date and easy to use. Do you need to add an online store to your website? What about offering digital gift certificates that people can get by email? If you don’t have a social media presence, now is the time to consider focusing on that to help you reach your customer base. These are all good long term investments that will help your business now and in the future. Some of your current employees who can no longer do the work they were doing before may be able to help you with this instead so you could keep them on.
Make sure you use your online presence to provide clear information as to how your business has been affected by COVID-19. Have the services you offer changed? Can customers still buy from you? What you are doing in response to the COVID-19 pandemic? Will you be open again for business when the crisis is over? An FAQ page could address questions people may have, especially if how you do business or the services you offer are significantly changed in the wake of coronavirus.
Be creative and think about ways you can continue to sell things online or offer services that you used to provide only in person. Many yoga studios are offering online yoga classes, either taped or live through an online videoconferencing platform like Zoom. Other service providers like therapists, interior decorators, and other consultants are offering virtual consultations instead of in person meetings, and providing more online resources and information for free on their websites. There are lots of ways to continue to serve people which helps both you and your customers.
Adopt New Workplace Policies
Now is the time to make sure your business will be ready for a post-COVID-19 world. Look at your policies and business practices and think about changes you should make to address concerns people are likely to have about business operations after the coronavirus pandemic. You may want to communicate these changes now to assure both your customers and employees that you share their health and safety concerns and that you will take measures to ensure you will be ready to open for business in a safe and responsible manner when the time comes.
Here are some business practice issues to consider addressing through new workplace policies:
- Discouraging shared use of workspace and equipment, including phones, offices, desks, and tools
- Ensuring that shared surfaces and equipment are routinely cleaned and disinfected
- Making sure your workplace gets regular thorough cleaning services
- Encouraging workers to stay at home when they are sick and allowing for paid time off for sick leave
- Adopting more liberal remote working policies
- Promoting good workplace hygiene--including hand washing--by leaving hand sanitizer at convenient locations, such as near elevators, printers, doors, or other places where there is community use of space or equipment, and
- Adopting strict rules related to any food preparation or handling.
