Businesses all over the world are either up and running or preparing to welcome customers back after lengthy closures. The pandemic is still dominating the headlines and there is a long way to go but many companies are looking forward to opening stores, offices or hospitality venues and getting back to something that bears a closer resemblance to ‘normal.’ In this guide, we’ll discuss ways to build customer confidence and ensure clients and visitors feel safe.
By Team Savant
Image: kevin turcios
Information, Storytelling And Communication
The Covid-19 outbreak took us by surprise and nobody could have predicted how 2020 and 2021 would unfold. As businesses look to bounce back and consumers consider different ways to shop and spend their time with lockdown measures easing, it’s crucial to understand the importance of communication. Communication is not only essential for keeping customers up to date with opening hours and new instructions but it’s also vital for inspiring confidence and trust. Use personalised emails, blog posts and storytelling on social media to tell your customers what you’ve been doing and how you’re going to keep them safe in the weeks and months ahead. Tell them about the safety measures you have in-store or the training or cleaning practices you’re undertaking. It’s helpful for customers to read about extra measures and it’s also beneficial to know what to expect.
Health, Safety And Hygiene Policies And Procedures
Most businesses have had to adopt additional measures and comply with stringent measures to stay open or reopen at different stages during the pandemic. Always ensure that you are aware of the latest guidelines and that you adhere to them to minimize risks for your employees and customers. Carry out regular risk assessments, keep an eye out for industry-specific updates and news and ensure that all the boxes are crossed before you open your doors.
Clear Guidance And Instructions
For many people, going to the store or attending a meeting at an office face-to-face will be a very different experience. In the last year, the world has changed and most of us have spent our time at home. Going shopping today is different to indulging in retail therapy or doing the weekly grocery shop before the pandemic hit. To encourage consumers to comply with new rules, build trust and confidence and offer reassurance, issue clear guidance and instructions. Use posters, signs and pamphlets to give directions and ensure that people understand what they have to do when they visit and try to make sure that staff members are available for those who need help or assistance.
Sanitizer, Masks And Cleaning
Hand washing is one of the most effective ways to reduce the spread of Covid-19. If you have hand-washing facilities on-site, use posters to encourage shoppers or visitors to wash their hands thoroughly using soap. Chemical companies and brands that specialize in hygiene products have gone all-out to produce a range of sanitizers and increase supplies in line with demand. Always ensure you have sanitizer readily available for employees and customers. It’s beneficial to have sanitizer stations at the entry and exit and at payment points. You may also wish to ask customers and staff to wear masks in line with local or regional guidance.
Cleaning has never been more important for business owners. People want to feel safe when they go shopping, attend entertainment venues, book a table at a restaurant or have their hair or nails done. Step up cleaning procedures to comply with Covid-safe regulations and consider hiring professional cleaners or investing in systems or devices that clean and purify the air.
Offering Customers A Choice
Many consumers will be desperate to get out of the house and they’ll feel comfortable going out for dinner, booking hair appointments or browsing the aisles in stores. For some, however, the idea of leaving the house may still be daunting. As a business owner, it’s beneficial to recognize that your customers may have different requirements and preferences at this point in the pandemic. To cater to everyone, it’s wise to offer your customers a choice. If you’ve been running a delivery service or click and collect, for example, consider carrying this on until your customers feel more confident about getting out and about.
The pandemic has affected businesses across all industries. While many are either open or preparing to reopen, the world is a very different place. If you run a company or a store, and you’re looking to bounce back and boost sales, it’s crucial to understand the importance of prioritizing consumer confidence. Make sure you take steps to protect your clients and make them feel safe. Provide a pleasant, enjoyable, stress-free experience for them, communicate openly, issue clear instructions and always ensure you’re up to date with policies and regulations.