When we look back at what defined 2020, words like uncertainty or change may come to mind. Most likely, we will throw some more colorful words in there as well. For businesses, there have been many unknowns (pandemic, mandated business closings, massive wild fires, murder hornets, just to name a few) that have affected so many and left companies struggling to understand how their customers, and their business models, need to adapt to these obstacles. It can be common during so much uncertainty that business leaders circle the wagons, taking a defensive outlook that can limit creativity and innovation. However, unexpected challenges can be the best times to review business practices and adjust to the already tired phrase of the “new normal.”
Going Virtual
Make as much of your business virtual as possible. This is a cost effective option for most businesses. Increasingly, virtual receptionists are becoming a popular way to limit staffing and equipment costs. Remote receptionists can be especially beneficial afterhours or when the in-office staff needs overflow call support, and can call-patch or transfer calls to the appropriate staff member. Agents can page or dispatch urgent calls, emails, or schedule appointments while you sleep! Companies, like WESP Communications, will even incorporate into your existing scheduling and planning software, making the work between on-site and off-site staff seamless. Monthly plans can be customized to scale and changed as needed.
Changing Customer Habits and Challenges
The push towards online shopping for products and services was already happening pre-COVID, but has only gained speed since the start of the year. The lower demand for on-site shopping, particularly in the retail industry, has seen a serious hit to storefront businesses in recent years. In 2020, the mandates for business closures and the concerns over health and safety has possibly caused an irreversible trend in consumer buying habits. Adapting to these changing habits will be necessary for all companies.
Clearly, this looks different depending on the industry, but if car dealerships are now selling and delivering vehicles right to buyers’ doors and real estate is being bought entirely online, it’s time to look at ways to innovate your business. Make the offer too good and too easy to pass up, preferably by a click of a button.
Take a Break and Automate!
Automation is becoming one of the most important tools for business operations and it continues to change the way we live, from how we buy our groceries to how we schedule services. With the need for contactless or limited contact options, this is a perfect time to develop automation options for your clients. This might be particularly challenging for service industries, but can be accomplished through a variety of automated options, such as Voice-to-Email Transcription, SMS Text Messaging, TextTalk, among others. While on-site visits may remain necessary for service appointments, perhaps emailed service reports and digital signature, can be a way to limit contact and increase safety. Customers will likely appreciate these extra steps to ensure safety and will expect them in the future.
The benefit to all of these measures is that they are often scaleable and, once implemented, require little oversight. This leaves more time for business owners to focus on core tasks like expanding product lines, increasing market share, and other ways to innovate.
