It is safe to say 2020 has not gone the way we all had planned it would. We are living in a new world that brings more uncertainty and questions every day that no one expects or has answers for. Every news article and professional opinion varies from the next and all this has had a profound and lasting impact on businesses across the UK. We have weathered storms and uncertainly in the past, notably the 2008 crash, however, this is different. Many businesses are questioning their next step or frantically striving to keep things going, but when all is said and done, we will get through this crisis. Those of us that call Merseyside our home are a plucky bunch that won’t give up without a fight.
1. Communicate with your employees
Your employees need to know what is going on. You will find they are understanding and share the same emotional stress and uncertainty that is keeping you awake at night. Share with your employees what is happening, when and how. Regardless of the uncertainty, anxiety and risk, you will get a better and more meaningful outcome by sharing your business strategy with your employees. You will not have all the answers to their questions but by sharing regular updates you will find it emboldens them to commit and drive forward with change. After all, we are all in this together.
2. Adapt to market trends
Look at current market trends and understand what your customers value. This is especially difficult in the current climate, however, getting it right will pay off. Understanding your customers’ values and pains will help you adapt your service and product offering. Get it right, and by the time this crisis passes, you may find your business has a new revenue stream.
3. Focus on your honeypots
Every business has their honeypot customers that regularly buy your services or products. During times like these it is essential that you go above and beyond for these customers. It is also important to accurately profile. Understanding their values and circumstances will help you identify more like them.
4. Don’t blame Covid for poor service and response times.
Everyone reading this will undoubtedly have heard of, or experienced, slower response times during this crisis. Phones ringing out, emails unanswered for days, live chat sessions disconnected or being sat in a queue on hold to get through to the right person. How do you feel when it happens to you? How do you feel about the company you are engaging with?
It is tough to provide a good response in times of crisis. Your resources are stretched, and time is precious, so why not consider a back-up plan? Many companies outsource some of the above challenges either in part, as an overflow arrangement, or fully outsourced. You need to decide what is best for your customers and business. Outsourcing will achieve a better response time, higher levels of customer service and enable you and your employees to save much needed time.
James Massey, Head of Sales and Marketing at Face For Business, works with businesses to help them work smarter and more efficiently. Face For Business specialises in telephone answering, virtual receptionists and website live chat.
Face For Business – We are always here for your business.