Caring for your customers as the world comes to post-COVID new normal


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When the coronavirus pandemic first arrived, many people, including business owners, wondered how life would ever return to normal, especially as it became clear that the virus would not be disappearing any time soon. However, the world has slowly adjusted to a new normality. Face coverings, social distancing and quarantine have all become part of everyday life for the general public. Businesses, too, have adjusted to this new world. After initial fears about how they might serve their customers given the current climate, many industries eventually found creative solutions to keep their visitors and workers safe. Restaurants have taken steps to reduce their covers, space customers apart and remove the option of walk-ups. Meanwhile, retailers have limited the amount of people who can visit a store and introduced plexiglass screens to protect their staff. This has allowed many companies to re-open successfully despite the threat of COVID-19.

With footfall increasing week after week according to Retail Gazette, people are evidently more confident about returning to their favorite businesses. But are these businesses reopening safely as well as successfully? The coronavirus decontamination experts Ideal Response have issued a warning to businesses this week that they might not actually be going far enough to stop the spread of COVID-19. They warn that many businesses are still relying on traditional cleaning methods (basic supplies and equipment, such as mops, dusters, vacuum cleaners and disinfectant wipes and fluids) to combat a virus that is anything but traditional. This may in part account for the “second wave” happening in countries like the United Kingdom, Italy and France.

Businesses have a duty to care for their customers. Even if their owners do not see it as a moral imperative, companies that overlook the wellbeing of their patrons face backlash. This applies to businesses now more than ever in the coronavirus era. Customers entering an establishment that appears unhygienic will likely turn around, walk out and never visit again. They might tell their friends about the bad experience too. Or worse: share it on social media. Furthermore, a coronavirus case linked to a business would likely not just be a mere public relations disaster; it may even be the death knell for your business. PR Agency One’s article “Reputation Successes And Disasters In The Age Of COVID-19” looks at some of the businesses whose brand sentiment has plummeted due to their poor decision making during the pandemic.

With experts urging that traditional cleaning methods are not going far enough, businesses need to ensure they are doing everything within their means to take care of both their staff and their customers. Although the public has largely adjusted to a “new normal”, there are still major fears about the coronavirus. Falling short of your hygiene responsibilities may alienate potential customers and drive existing ones to your competitors. Furthermore, if your practices fall short enough to facilitate a COVID-19 outbreak, it could lead to a social media backlash, PR disaster or far worse.

Sophia Wright
Sophia Wright is a writer and researcher for Customer Service Guru, having worked in the consumer marketing profession as a Customer Relations manager and consultant for the last seven years. Her knowledge and expertise have led to her having articles published on several major leading customer care and consumer industry blogs, as well as in a handful of up and coming trade magazines. When it comes to consumerism, Sophia is compelled by new and pioneering marketing techniques that put customers at the heart of success and growth. She values platforms for discussion regarding the satisfaction


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