Creating Comfort for Customers as Businesses Reopen

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We are all eager for life to begin to return to normal – or at least a new normal, with increased social distancing and safety precautions. One element to that process that cannot be ignored is customer comfort. Even once stay-at-home orders begin to be lifted, individuals may still feel anxious at the idea of resuming normal activities like shopping and visiting local businesses.

As a business owner, there are ways to create comfort and stay top of mind for customers as you begin to reopen and welcome people back:

Share What (Unique) Things You’re Doing to Keep Customers Safe

Be thoughtful about the safety and hygiene practices you’re highlighting on social and in emails to customers. What do they really want to know? We have all started to feel fatigued at the sight of yet another COVID-19-related brand email with no new information. Try to anticipate your customer’s questions and concerns for your business in particular: “While we are following all local, state and federal guidelines for health and sanitation, I want to tell you about a few unique ways our business will be keeping you safe next time you visit.”

Let Your Customers Know You Missed Them

We’re all missing one another during quarantine, and now is a good time to let your customers know they’ve been on your mind. You may choose to send personalized messages to your most loyal customers, share heartfelt notes from your team or find other ways to communicate how much you’re looking forward to seeing them in-store once they feel safe enough to do so. You can even create an invitation to visit, date TBD, with a small promotion or discount included. Above all, be genuine in your words and put a face to your business as customers begin acclimating to communities reopening.

Express Community Gratitude

A simple “thank you” goes a long way. Show your support for the community with signage and graphics outside of your business and on your social channels thanking medical professionals, first responders, essential workers, teachers and other frontline workers. If it makes sense, create a special giveback for frontline workers or make a donation to a COVID-19 relief fund as a way to show your commitment to frontline workers in your community.

We know business owners are eager to reopen and welcome back customers and clients, but getting back to business will not be as quick as turning on a switch. In the meantime, nurture your relationships with customers with thoughtful touches as you begin ease them back into doing business with you once again.