Many of our clients are in the retail, restaurant, and medical services industries, which means their employees are out in front of the public all the time. Reduced hours, understaffing, sanitization requirements, supply-chain stress, and temporary business closures are very real factors affecting these industries and many others, so it’s natural to expect that customer service will take a nosedive. But that doesn’t mean we have to let it bottom out!
While handshakes are verboten, we must still acknowledge our customers and set the appropriate expectations. Employees must empathize with customers who are themselves stressed and frustrated by delays and product unavailability. Even when circumstances dictate that we can’t provide a service or product for a customer, we must still be helpful and avoid negativity. We may have to distance ourselves physically, but we mustn’t become distant interpersonally.
To that end, every manager should look at his or her company’s sales process or customer-service flowchart and be prepared to make the appropriate tweaks. Instead of offering someone a cup of coffee, perhaps it makes more sense to offer a disposable water bottle. When it comes time to demonstrate a product, you might not offer to allow the customer to touch the display model—or, at the very least, sanitizing it between each demo. Depending on the nature of your business, you might be able to switch to appointments and away from walk-ins. Restaurants might have to focus on take-out rather than dine-in. And so on.
The CDC has guidelines posted for businesses with some best practices for cleaning as well. Check those out to see how to best integrate their recommendations with your company’s procedures. At The Brandt Group, we advocate for the GUEST model of customer service, and we believe that you can still deliver on your commitment to the best customer experience despite these challenges. Greet with limited physical content. Understand what the customer is dealing with. Explain what steps are being taken. Secure their confidence by answering concerns. And Thank them for taking the time to patronize your business in these unusual times. They’re showing your business loyalty; let’s make sure we’re showing it back.
As such, we need great leadership. Business owners and managers should be prepared to coach and support their employees so that they don’t feel overwhelmed. You may need to get creative with your scheduling and be extra understanding of your employees’ needs. Remember, we’re all in this together, so let’s make life easier by being extra gracious.
So while we may not know exactly how long all of this will continue to impact our lives, let’s never forget the adage this too shall pass. In the meantime, and as always, The Brandt Group is here for you. Give us a call at 406–586–3036 or contact us using our web form.
