I think it's safe to say, this current crisis is unlike anything that small business owners have faced in the recent past.
Each day, it seems as though we just sit and wait for even more government announcements, hoping for more guidance and advice to get us through these confusing and difficult times.
As we have all discovered, social distancing, while good for public health, is bad for small businesses. Many businesses have already closed their doors and those businesses that have managed to remain open, foot traffic has dropped significantly since the coronavirus outbreak, as more and more customers stay home and self-quarantine.
As a result, every industry is looking for ways to hold on to their customers during the coronavirus lockdown.
Here are some tips to keep your customers engaged from a distance:
Communicate proactively with your customers
The situation is evolving rapidly, and no one is quite sure what news each day will bring. It is much easier for customers to empathise with businesses in crisis if said business is communicating with them properly. In the past few days I have received a number of emails and social media messages from local businesses including suppliers, pubs and restaurants, and my heart goes out to each one them. Many of them have been very inventive and are offering their services in a number of safe and responsible ways! I have found that because they have taken the time to communicate with me, I am making it my mission to try to support as many of them as I can during these turbulent times!
Keep contact with your customers and let your customers know if you’re closing your doors, changing your hours or any other steps you might be taking to keep your employees and work environment safe and clean. If your store is closing or closed, notify your customers on your social media channels, through email and on your website. If your store is staying open, describe the steps you are taking to reduce risk.
In addition to letting customers know what you are doing, give them a way to stay connected. Now is the time to step up your social media activity! Customers spending more time at home will still need to shop for things. Facilitate this need by creating direction to your online store, taking orders over social media, start a no contact pick-up and delivery service - but most importantly, ensure that you work within Government guidelines. Be prepared for more people to view your website than in previous months. Maybe it's time to make those ultra- important updates and give your website a little spring clean.
Keep communication lines open.
Now you have your customers attention, keep those invaluable communication lines open! Give regular updates of what you can offer, show designs that you have made or are making for other clients.
Ask your customers to share a testimonial or a photograph, or maybe just a few words on your Facebook page regarding the service that you are currently offering. I have seen some great stories and messages, and each one serves as a reminder of that business and what a great job they are doing to keep their customers happy and staying afloat during these extremely trying times!
Even if you have decided to temporarily cease trading you should not cease communication with your customers.
This is an extremely important time to keep your communication lines open and active. You may not be able to supply balloons at this time, but you can certainly continue to communicate. I am sure that you will have heard of #throwbackthursday (#TBT); this is a great way to share some of your past favourite jobs and decor. But instead of #TBT how about;
#mondayinspiration
#tuesdaytips
#wednesdayselfie
#fridayfavourites
I think you get the gist: every few days you can post something that will catch your customers attention in a way that will remind them that you are still there and will be back up and running as soon as you are able.
You don't need to be posting photographs every day, you could take this opportunity to create some fun and exciting posts using CANVA, a fabulous free design tool. If you are unsure how to use CANVA, I will add a link to a past blog post that shows you how!
For a direct link to my Canva blog post click HERE or visit https://theverybestballoonblog.blogspot.com/2018/10/good-design-matters-for-your-business.html
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| This was a post that I created using CANVA for National Unicorn Day! |
So what does this have to do with keeping in touch with your customers? This will be a great opportunity for you to let your customers know that though you cannot trade at this time, the opportunity to learn does not stop, and you are looking forward to sharing some of your newfound skills and design ideas with them soon! Maybe film yourself watching a class or strategically place your balloon pump and a few balloons near during one of the demonstration!
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| I took this photo when I re-created Jackie Ochitwa's Fairy design that I learned to make from her online tutorial |
Take Care of yourself
Situations like this are stressful enough on their own, and managing a small business in the midst of the chaos can amplify that stress. Before you rush into action, if you are struggling with excessive stress and anxiety, look for some ways to alleviate that. I know that when you’re overwhelmed and concerned about your small business, it can seem like you don’t have time for things like self-care. But this situation is a marathon — not a sprint – and it’s important to take care of yourself throughout.
Please try to stay positive during these unprecedented and difficult times. The balloon world is a very caring community, if you need some words of support and encouragement please reach out to one of the Ballooning Facebook Groups such as the Qualatex Group.
Please keep safe and well!
Happy Ballooning!
Sue
Follow me on Instagram @Suebowler