How Your Business Can Prepare for the Coronavirus
As I write this, COVID-19 has just been labelled a pandemic by the World Health Organization, and last night flights to and from Europe were suspended in the United States. What started as a major issue in China is now spreading to the world, and while I thankfully do not personally know someone infected by the disease, everyone has felt some kind of impact. In fact, many businesses are currently scrambling to make up for lost revenue, ensure cleanliness in their stores, and deal with this crisis in the best, safest way possible.
So as a small business owner, what can and should you do to prepare for the coronavirus and its ensuing effects? Here are a few quick tips:
1) Prioritize health and safety above profits.
Though this may seem obvious, it could be a hard call to make if you have to choose between losing money in the short term but making the wisest decision you can. Your biggest priority should be the health and safety of you, your family, and everyone you may come in contact with. This may mean different things for different people, but at the very least make sure you are taking every precaution to wash your hands, be mindful of travel and large crowds, and if you are a brick-and-mortar store, ensure all employees, equipment, and offices are as clean as possible - even if this is an extra cost to you.
2) Reassure your customers.
If you are physically seeing your customers, whether one-on-one or in your store (especially the latter!), take measures to reassure each person that their health is the priority. Decline handshaking for now, provide hand sanitizer wherever someone might stay for an extended period of time, let people see you wash hands (even if it delays your interaction a little), and do whatever you can to show how seriously you are taking this disease. Don’t let personal feelings influence business - instead, think about how you would want someone to respond if they knew they may carry a contagious disease - and act accordingly.
One great example of ‘above and beyond’ customer service is from a local makeup artists, who is choosing to invest in more brushes so she can better serve her wedding clients. She is not required to do this, but it will give her clients greater peace of mind!
3) Address concerns directly.
Avoiding the conversation doesn’t make it go away and, in fact, may bring up more questions than if you address it head-on! Figure out your business’ response to the coronavirus and make it known. Post on social media, put an update on your website, hang signs around your store…all this will provide reassurance and put you head and shoulders above anyone who is choosing not to take action.
The Bottom Line
Crises like COVID-19 are completely out of our control, but the response we have is something we can take action on today. Let this be an opportunity to learn, grow, and provide excellent customer service in an uncertain time. Hopefully this will soon be a distant memory!
On a personal note, if you, your family, or friends have been personally impacted by the coronavirus, my heart goes out to you. Stay as healthy as you can during this time!
Questions
As I receive questions about the coronavirus’ impact on businesses, I will post the answer here. Check back for updates!
Q: Does the ‘act of God’ clause cover covid-19 in my contract?
A: Maybe. There is not a definitive answer, because it depends on how your contract is worded. Most likely, if your contract is comprehensive and lawyer-reviewed, this will be covered. However, check with your lawyer before sending notices to your clients to ensure that your contract is sufficient. Click here for more information.