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 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—online and offline.
01. 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 coronavirus 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.
02. Postpone Events, Services or Appointments
Be flexible with your scheduling. When possible, postpone your business offerings to a later date. If you offer customers membership plans or packages for your services, consider extending or waiving the expiration date.
03. 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.
04. Be Transparent
Communicate proactively. Encourage your customers to put their trust in you. If you have a modern site, here are some ways you can reach out to your customers and employees:
Live chat with customers using Chat or on a mobile app. 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.