It can be difficult to watch the news, these days. For the most part, the information provided us is all bad. The number of confirmed coronavirus cases worldwide continues to climb and, as a result, the vast majority of us continue to stay at home and practice social distancing.
We all know the toll the pandemic has taken on businesses. Most stores have had to close up shop for the time being. But that doesn’t mean those businesses have gone out of business. As a business owner, you still have a business to run. Providing the best customer service you can has never been more important than it is right now.
It’s vital you show the public that your business is still alive and kicking. If your store is no longer open and you’ve chosen to go radio silent, you’re making a mistake. Don’t stop blogging, posting to your social media accounts or answering your phones. By ensuring the public that you can still be reached to answer questions and provide service, where possible, you will do more than just keep your business afloat. You will develop a more trustworthy and dependable reputation in your industry.
“In a time of uncertainty, it can be tempting for leaders to fall back on the classic corporate playbook: hunker down, avoid controversy, and wait for the storm to pass,” writes Caroline Carter on BCBusiness.ca, “But this approach overlooks a critical human need. When things are unstable, we look to leaders to acknowledge that they’re right there in the trenches with us.”
Now, more than ever, consumers need to get their hands on necessities quickly. Even when what your customers request isn’t “essential”, it’s still important to them. Do what you can to expedite orders. Return phone calls and emails as quickly as possible. Your customers have many pressing issues to think about. Be sure that your customer service style isn’t one of them.
“As a small example…Pandemonium Books and Games in Cambridge, Mass. has started offering same-day delivery to neighbourhoods in the Boston area for a $5 fee and a $20 minimum purchase,” explains Ron Miller on TechCrunch.com.
There’s no time like the present to show empathy. Everyone is going through a hard time. It only makes sense for you to express your genuine concern to all those who reach out to you. Let your colleagues and customers know that you are there for them. Clearly, you know how tough things are, at the moment. Showing the “human side” to your business will pay dividends when things reach a state of normalcy again.
“COVID-19 is a human experience that warrants a different, distinctly human response,” says Carter, “Customers need reassuring, employees need counselling, investors need calming, and colleagues need support. As a leader, your humanity is your greatest asset here. You’re able to drop the corporate script and speak to people as people, sharing firsthand experiences as you navigate uncertain terrain together.”
For a dose of the customer service offered by Canadian POS, please don’t hesitate to call us at 1-877-748-2884 or email us at firstname.lastname@example.org.