Updated: Apr 14, 2020
While the full extent of COVID-19's global impact is yet unknown, it's a good idea to take precautionary measures to protect yourself, your employees and your business.
In light of this pandemic, it's important to stay updated on health guidelines from trusted organizations like the local government website for Corona Virus News (Indonesia - https://www.covid19.go.id/), World Health Organization, Centers for Disease Control and Prevention or Public Health Emergency. Ensure you're getting information from reliable sources to avoid spreading misinformation.
While hospitals and governments work to keep people healthy and safe, many businesses like yours are continuing to provide customers with what they need during this period.
Here’s a list of best practices you can consider to keep your business running smoothly:
Keep Your Business Safe Update your employees with the latest news, developments and health regulations. Provide this information in multiple languages to make sure everyone understands. Look out for common symptoms of the corona virus like a dry cough, shortness of breath and/or fever. Create hygiene stations in the workplace and make sure your team is following protocol to keep everyone healthy. Encourage employees to work from home if they're not feeling well, or if they traveled recently.
Postpone Events, Services or Appointments Be flexible with your scheduling. When possible, postpone your business offerings to a later date or convert your appointments, services and events from off-line to on-line for example: HisTech (https://www.histech.co/) - Consulting & Implementation company that offering ERP Implementation on-line services.
Respond Quickly to Refunds Avoid chargebacks by handling refunds as quickly as possible. Keep in mind, the refund process differs according to your payment provider. If you have to refund customers, give them a good reason to return to your business. Offer a coupon or discount for their next purchase as compensation. Moreover, show them you value their business and their patience.
Be Transparent Communicate proactively. Encourage your customers to put their trust in you. If you have a website, here are some ways you can reach out to your customers and employees: - Live chat with customers, or booking on-line your appointments. Keep customers updated on your events, product inventory or services. - Use email marketing to let customers know about changes to your business or special offerings. - Create a forum and actively respond to questions and concerns from your community. - Write a blog article detailing what your business is doing to keep your customers safe. - Update your followers on social media with any relevant information.
Update Your Site Keep your customers in the loop. Update your website and social media pages with any changes to your work hours, shipping delays or event/service cancelations. Add an FAQ section to your site to address customer concerns.
Modify Your Payment Options Try to limit your transactions to contact-less “tap” payments, or encourage customers to pay online using their phones. If using a POS system, disable on-screen signatures. You may even want to opt for online invoicing to digitize the payment process as much as possible.
Get Creative Be prepared to think on your feet and work around issues as they arise. Consider innovative solutions and be flexible so you can ensure customers will return. There is no one-size-fits-all plan. Find solutions that are right for you and your business.