We are just beginning to see the other side of Covid-19 and with that comes the question of how will your business operate going forward? While the term is being very overused, we are entering a ‘new normal’ and your company should have plan in place to reflect that. For the businesses who adjusted and switched gears when all this started, who maintained good communication with customers/clients, this next phase will be easier. Those who dropped the ball, expecting people to be satisfied with a sign on the door or notice on their website, the public expected (and wanted) more. As we are beginning to see a glimmer of life resuming, it is, however, not too late to get in front of clients/customers with details about what they can expect from you going forward. Start by shaping a new marketing message – do not dust off the old ‘business as usual’ one. Address things head on as it pertains to your industry. Especially around any new government rules & regulations that must be adhered to. 1.Be clear and transparent: Explain sanitation and social distancing rules, limited open hours, what staff can and cannot do, everything that is going to be different. 2. Shift the focus from just your business to looking at ways to help and support your customers. The coronavirus has affected their priorities and lifestyle. 3. All changes to prices, products and services should be communicate to your customers. 4. Think about the questions and concerns some of your customers may have. Answer with a solid list of FAQs to be shared on your website, Facebook page and newsletter. Remember, you are only as strong as your staff. Offer support and help where needed; they are stressed and worried too. As you start to move into this next phase, brainstorm with your team and look for out-of-the-box ideas. Where do you put your re-structured business strategy and marketing? Google Business Listing – Ensure operational days and hours are correct. Social media platforms – Communicate with your customers in real time. Be genuine and honest, let people know what to expect when they come through your doors. Website – Make sure only ‘available’ products/services are online. If you have dropped something due to lack of staff or availability, don’t continue to show it on the website. Newsletter – The place for good news, changes and specials to motivate. Print/Radio Ads – For those on the go and the older generation who are not active on the internet. Success in the months to come will go to those companies and organizations who communicate well. Encourage an open dialogue and let people know what the best way is to reach you, whether by phone, text or email be patient and honest, this will get easier with time.
Business Bytes: Jill Crossland is a Business & Marketing Consultant with over twenty years of business experience. She is the owner of Jill Crossland Consulting & editor of Entrepreneurial-Life Magazine. From business strategizing to marketing plans and social media, Jill knows how to put the pieces in place for her clients.
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