The entire world is undergoing a period of unsureness, and it’s scary for almost everybody.
If you own a small business, such as a restaurant, café, hairdresser, or anything else that serves an in-shop clientele, you can relate with the above statement all too well.
Even if your establishment hasn’t been hamstrung by an enforced shutdown, far fewer people will be entering your hallowed halls to purchase your products or services.
At this point, you’re probably wondering how you can possibly accomplish the following feats, given the current state of world affairs.
- Productively communicate with customers/guests
- Take care of your staff
- Maintain cleanliness and sanitation standards
It’s only fair that you’d be struggling to conjure up ideas on these fronts since these are stressful times. Even the most level-headed of us are a bit distracted and out of sorts. We’re all only human.
Fortunately, at Loopy Loyalty, we want to do our best to be here for small businesses. So, we’re giving you ideas of what you can do to manage your small business during this trying time:
Communicating with Customers
This article from the Harvard Business Review offers how to communicate with the public during the Coronavirus crisis. While this looks at these communications through a broader corporate lens, some lessons can be stripped down to a smaller scale.
The first step in the process is identifying a leadership team that’s responsible for these communications. As a small business, this might come down to the owner and a couple of managers. Alternatively, you might have few enough employees that this “leadership team” can consist of your entire staff.
With that said, here’s a step-by-step breakdown of what the article recommends and how it can play into your small business:
Meet regularly to monitor the situation closely as it continues to evolve.
The COVID-19 outbreak is a situation that seems to change by the minute. Your communications team should meet consistently to stay on top of how to manage your message to customers.
If you’ve decided it’s best to social distance or quarantine yourself, it’s possible to have meetings through Skype, Zoom or WhatsApp, for instance.
Taking this measure will ensure your communications are consistent and well-informed because you’ll have a group of individuals focused on doing things the right way.
Be the primary source of information about the crisis.
As an owner, you need to show that you’re the one dealing with the situation head-on.
If you’re making posts on social media, let customers know that it’s YOU who are addressing them by signing off your name at the bottom of a message.
An even better idea might be recording a video statement, doing your best to reassure and lift the spirit of customers during these challenging times.
Another thing to note is that empathy should be at the center of your messaging to customers. And, you should offer to provide relief where it’s possible.
Give regular updates (through all available channels)
As we said, things will continually be changing during this crisis, and you’ll have to act accordingly with this state of flux.
Additionally, make your information available on all channels so that it’s painless for your customers to figure out what’s going on with your operations.
Ensure your updates are on the front page of your website, all social media channels, and, if need be, leave notifications at the front door of your establishment.
Be as Transparent as Possible
Don’t hold back on your customers — let them know what you DO know and what you don’t. Also, give your customer the heads up on where you’re receiving your information.
Be succinct. And Focus on Customer Interests
In this situation, short and sweet wins the race.
Customers don’t care about the complexities of the virus. They’re concerned whether the impact Coronavirus has on your business will impact them. Namely, if they require your services or products (or want them), they’ll want to know how it’s possible to do so.
Plus, customers will also want to know that you’re upholding the best cleanliness and sanitation standards possible — which brings us to our next section.
Cleanliness and Sanitations Standards
It’s already been mandated that employers have a safe and healthy workplace, free from recognized hazards that can cause physical harm. Business owners must also comply with occupational safety/health standards and rules.
As such, now more than ever, employers must promote necessary preventative measures and safety precautions during this time.
By promoting the practices below to your employees, it could help reduce the risk of the spreading and contraction of the virus:
- Hands should be washed regularly with soap and water for at least 20 seconds.
- All staff should wear a face mask at all times.
- Provide an alcohol-based hand sanitizer that contains at least 60 percent alcohol. Place it on the counter so customers can use it.
- Advise staff to avoid touching their eyes, nose, and mouth.
- Remind your team to cover sneezes or coughs with tissues, a sleeve, or their shoulder.
- Your employees should also avoid close contact with people who’s even remotely sick and stay home when sick.
- Your establishment needs frequently touched surfaces and objects cleaned and disinfected multiple times per day.
- Consider taking customers’ temperatures upon entering your establishment and do not allow anyone with a fever to enter.
These practices can only be implemented if the right steps are taken. Meaning, you must ensure that your establishment is stocked adequately with supplies such as tissues, soaps, hand wipes, and alcohol-based hand sanitizers.
Know that the CDC has suggested for you to stock up on no-touch disposal receptacles for your employees. Several no-touch sanitizer dispensers should be dispersed across your establishment to encourage good hand hygiene. Employees also require readily available disposable wipes to clean regularly used surfaces and objects.
If you outsource staffing services or temporary employees, ensure that those involved are also taking the necessary precautions to ensure optimal safety.
It’s up to you as an employer to review the cleaning operations throughout your business to ensure frequently touched surfaces are routinely disinfected. This list of surfaces includes the following:
- Door handles
- Elevator buttons
- Phones
- Keyboards
- Workstations
- Countertops
You might be working with landlords and tenants — in which case these efforts must be coordinated with those individuals. Review any leases to understand who is charged with what duties and obligations in this regard.
Cleaning personnel must be adequately trained and equipped to disinfect frequently touched areas. They also require the appropriate personal protective equipment to avoid contracting the Coronavirus while cleaning.
Lastly, upon learning that an infected employee or other person has been in the workplace, consider hiring a specialist for additional deep-cleaning and sanitizing services.
How to Take Care of Your Staff
As a leader of your business, you need to be as confident and reassuring with your staff as humanly possible.
Also, you should be conferencing with your staff at least twice a week about this issue.
Beyond that, be open and transparent about where things lie with the virus. Talk to your employees about their job security, health status, and income options. Also, discuss whether they’re entitled to employment insurance.
Furthermore, take great pains in clarifying safety measures and policies being putting in place to keep employees protected. Educational posters and the sharing of safety tips are suggested practices.
On top of these measures, ensure that employees have the means to notify you of any sickness (e.g., through health and safety representative/committee or supervisor). Don’t ask for doctors’ notes either, as this encourages the spread of virus contagions. Employees who are sick should remain quarantined and isolated from human contact for the necessary amount of time.
Unfortunately, if you’re like most small business owners, your business operations have been greatly affected by Coronavirus.
Shutdowns have made your physical place of business no longer open to the public. If you’re living somewhere without a ban on large public gatherings, people have still been discouraged from visiting your establishment.
Meaning, there’s not enough work for your staff.
If you’re selling physical products, changing your business model to more delivery-based services is one way to keep employees working.
You also might want to investigate if your business has some form of interruption insurance that can cover lost wages and so forth.
Beyond that, some business owners have foregone their own paychecks to provide employees with income during this challenging time.
There are even stories of restaurants that have been shut down, allowing their staff to take home food to remove a pivotal expense during this trying time.
While many of your establishments won’t necessarily offer the kind of work to be performed remotely, seek ways this might be possible. And be understanding about staff with children — schools are being shut down left, right, and center, making childcare an issue. Empathy is a must in this scenario.
Conclusion: Stay Calm, It’ll All Be Over Eventually
As a business owner, the government will do everything in its power to protect your establishment. Know that the best thing you can do is remain calm, and do everything you can to contribute to your surrounding community.
It’s through the strength of the community you’ve cultivated around your business that will see you through these tough times.
