Customer service was somewhat of a tricky task before, but now that we’re experiencing a worldwide pandemic, it’s become even more difficult to master. Customer service is the #1 thing a business can focus on during this time in order to keep customers coming back to them as soon as possible.
Customer service during a pandemic can be pretty different than the customer service we’re used to, but there are some things you can do to ensure your customers still know that you’re there for them:
- Communicate with Customers Online
Customers are looking to communicate with businesses online rather than in person. Now that we have to adjust to the safety measures everyone is taking to stay healthy, people are much less interested in meeting up in person. Allowing customers to reach you through webchat, social media messages and text messages is valuable during the pandemic and will continue to be the preferred method of communication even after it’s over.
- Offer Video Consultations
Millions of people across the world have moved their meetings and professional dealings to an online platform. Not only are people working from home, but they are expecting businesses to cater to that need as well. Offering video consultations, and giving estimates through video chats and virtual conversations shows your customers that are still interested in helping them, while keeping everyone healthy. Of course, many service professionals cannot complete jobs remotely because it’s not possible to fix someone’s plumbing or HVAC from afar, but you can accommodate the want for video consultations and quotes.
- Provide “Quarantine Project” Tips
Being in the service industry provides businesses with the upper hand now that so many people are quarantining and spending extra time at home. In a recent interview with Bank of America, roughly 70% of homeowners said they are tackling renovations and home projects during the quarantine period. What does this mean? That plumbers, electricians, landscapers and house cleaners are needed to assist with these projects.
Now is the time to use your social media platforms and email engagements to provide “quarantine project” tips to your customers and other followers. Show that you’re the expert in the industry and offer ideas for DIY projects, and projects that will require professional assistance. This will catch the interest of your followers, while also reminding them that they will need your business to get the job done right.
- Be Accessible Where Customers Need You
We’ve said it before and we’ll say it again- You need to be where your customers are. It’s ineffective to market to and try to communicate with customers in ways that aren’t convenient for them. In today’s world, customers want to communicate with businesses through webchat, text messages and social media, and businesses should work to accommodate that. Being accessible where customers need you is the first step to strong customer service.
Keeping customers happy is possibly even more important now than it was before COVID-19 took its toll on us. Knowing that your business has loyal customers is the peace of mind small business owners need at a time like this, and the only way to create that loyalty is through positive customer service.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!