Preparing to Re-Open your Business? Think of the Customer Experience

With social distancing restrictions easing and many businesses preparing to re-open, it is important to recognize that the customer experience we were used to providing before is no longer relevant. So what should you keep in mind as you prepare to re-open your business? Providing a great customer experience means considering the entire customer experience from before a customer enters your establishment, while they are there and how you will extend the experience after they leave. At the heart of every business is the desire to serve our customers. How we do that post pandemic will determine our lasting success.

1. Cleaning Protocols - before your customers arrive ask yourself, how are you ensuring that your premise is clean and safe for your customers and your employees? Consider hiring experts (Eg. Clean Club Calgary, AM Cleaning) Determine whether or not you would like to space out your bookings/appointments to allow for cleaning in between clients. Do let your customers know that you have taken these measures as they will be happy to know you are taking precautions to keep them safe.
2. Remove Transmission Culprits - Have you removed items from your waiting area that would cause spread? For example, it's time to get rid of the pile of magazines and likely time to block off the water cooler. You may also want to consider if other areas of your establishment need to be blocked off or even re-designed to reduce spread. For example, many places of business have redesigned their washroom entry way to add an L-shaped hallway rather than having doors that must be pushed open to reduce contact points. Looking for a local designer to help you think through these types of safety measures, consider Block Interior Design.
3. Protection for Staff - Before your customers arrive, what protections have you put in place for your staff? Do you need face shields or plastic acrylic screens to help protect them? Staff will be able to perform better when they feel safe. Depending on your industry it may be important to see a person's whole face or to see their mouth moving, so a face mask may not be as ideal and you may want to consider face shields instead. Custom Laser Works is a local business you can turn to that is creating face shields and screens for workplaces.
4. Social, Email & Website Announcement - Provide an update on your social media channels, use an announcement bar or pop up on your website, and send an email to your customers. Let them know when you are opening and what measures you are taking to ensure you follow necessary government protocol. Remember that not all customers will check email and not all will check social, so make sure you have updated your announcement on all platforms where a customer might go to find out what you are doing. Each of these platforms are also great spaces to let people know what you have done to go above and beyond to ensure a clean and safe space.
5. Provide Direction: Don't assume that your customers/clients will know how you would like them to interact when they arrive. Ensure that in your communication pre-appointment or through your social, email and website that you let them know what the protocols are for your establishment. Remember that protocols are different for each place of business so don't assume that customers know what you would like them to do. Would you like customers to wear masks? Will you be asking them to hand sanitize? Consider how you might provide choice to your customers, for example, is there an option for customers to engage virtually instead of in person if that makes them more comfortable? Ensure that you have also provided directions on the front door of your establishment as well as on your voicemail message so it is clear. When customers know what to expect they arrive calmer and more prepared to have a good experience.
6. PPE & Clients - Determine what Personal Protective Equipment (PPE) is appropriate for your staff and for your customers. Would you like your customers to wear face masks when entering your establishment? This can help keep your employees safer. If you're looking for a great local supplier check out Plainsbreaker - $1 from every mask they sell goes towards charity. You can also order custom masks from Plainsbreaker which could be a great way to show your clients you care and can extend their positive experience beyond the service you provide in the moment.
7. Sanitizer - When customer enter your business have you found a way to ensure that each person uses hand sanitizer? This can help significantly reduce chance of transmission and again shows you are taking appropriate precautions. Many establishments have moved their client reception closer to the door so sanitizer can be provided upon entrance and customers can be screened appropriately by asking them about their current health, recent travel and in some cases checking their temperature as well. If you are looking for a sanitizer that doesn't dry out your hands, support a local business with Ellie Bianca.
8. Customer Assistance - Consider how you assist customers. For example, many will feel uncomfortable if staff stand too close. Have you discussed with your team how they can help create a seamless experience for customers. For example, can customers provide a list of what they need and have it fulfilled by staff rather than needing to walk through the whole store? Would it be best to have clients call when they arrive so you can ensure they have the best customer experience possible?
9. Payment - have you enabled tap payment at your register or provided opportunities for e-transfer or other electronic payment so that customers no longer have to use cash or touch machines? Have you informed your customers as to which payment methods will be available to them?
10. Gratefulness - Thank your customers/clients for coming back to you and for bringing you their business. Consider how you can ensure they leave your business in a positive mindset so that they will not only want to return but will become ambassadors for your company happily sharing with others what a positive customer experience they had.

Hopefully this list serves to help you consider how you can create a great customer experience. If you have seen great examples of return-to-business practices please share them. I would love to hear about business that are getting this right! Do you have an additional suggestion that has worked for you? Please share your ideas in the comments below.

Written by Kate McKenzie