Customer Loyalty in the New Normal
COVID-19 has been an unprecedented experience for most business owners. Almost no one expected at the beginning of the year that we would have to shut our doors and go virtual for three to four months. For some of us, this was an easier prospect than for others.
Those who already had a strong online presence were hurt far less than those whose services require person-to-person interaction. As we try to recover, we must admit that the pandemic has not been beaten yet. Unlike in a movie, there was no press conference announcing a cure and no all-clear announcement. We have to adapt to a new normal.
Going forward, businesses will have to plan for the ebb and flow of the COVID-19 rates in our community the way we do for other natural disasters and events that are beyond our control.
Do you have a plan for reassuring customers that their safety is your top priority? How can you communicate this? When a customer walks through your door and is greeted by a cheerful, but mask-covered smile, it tells them that you care enough to put their safety over your comfort.
When you allow for social distancing either by providing online ordering options or by reducing the capacity of your building, it tells your customers that you put their safety over profits.
When you have a Certified: SERVPRO Cleaned sticker on your door, it shows your customers that you didn’t hire just any cleaning service, but that you cared enough to have a professional bioremediation consultation and the date that the cleaning was performed.
These small steps can keep your customers loyal through whatever may come over the next several months as we deal with our new normal.