COVID-19 has undoubtedly changed our lives in fundamental ways. Many of our behaviors and views have been altered due to the major upheaval we’ve experienced in our everyday lives. These changes have impacted businesses and the relationships customers have with those businesses. Now more than ever, it has become critical for small businesses to create personal relationships with their customers, and understand their unique needs and fears.
Some businesses, like restaurants and hair salons, have had to focus on stricter sanitation practices, while others have been pushed into digital changes that might otherwise have taken years to implement. Many of these changes have proved to be more convenient for customers and have led to stronger relationships between customers and the companies they do business with.
Here are some shifts that small businesses should expect to stay long-term, even after COVID-19 is a term of the past.
To-Go Options
As in-store dining came to an abrupt halt in March 2020 across the U.S., many restaurants began to focus on improving or implementing take-out services. For some restaurants, this included investing in online ordering software to make the process more efficient and easier on staff. Previously, a restaurant might have only had a few customers per hour call in to order take-out. But once to-go orders were the only option, phone lines were busy at many restaurants and it was more difficult for staff to enter orders manually.
Online food delivery services, such as Uber Eats and Door Dash, were already rising in popularity before COVID, and have proved to be helpful options for many during the pandemic. Even fast food restaurants like Dunkin Donuts have entered into the delivery game by partnering with food delivery services since the pandemic began.
With many enjoying the convenience of getting a restaurant-cooked meal delivered, or being able to drive down the street to pick it up in their slippers, the take-out trend is expected to stay.
Larger Focus on E-Commerce
And it’s not just restaurants that have adapted to include pick-up and delivery. Many retail stores have started offering these services as well. With people hesitant to shop in-store due to concerns about COVID, many have become more comfortable with shopping online during the pandemic - even for grocery and household items that many would have previously only considered buying in person. Because of this, many small businesses have set up online shopping platforms, and initiated pick-up and delivery options for customers.
For some businesses, this has meant a large investment in online ordering systems while for others it may have been as simple as posting their available items on social media and allowing customers to purchase them. Either way, the focus has been on making the customer shopping experience simpler. If a customer can pay ahead of time and do curbside pick-up, or if you have the capability to ship it right to their doorstep, you’re saving them the time and hassle of completing their entire shopping experience in store.
If your small business, like many, feels that part of its customer experience includes visiting your location, there are still ways to remain unique. Many businesses have invested in new wrapping and shipping materials to better convey their brand identity through the mail. Some have even added small gifts to online or pick-up orders in an effort to stand out from other businesses.
Virtual Experiences
With the rise of Zoom and other digital meeting platforms, people have grown more comfortable with using this type of technology. Even people in older generations, who may have never previously considered utilizing video chat, are now adapting to it.
Just a few years ago, most people would not have expected to enjoy a workout class or a concert in their living room. Due to COVID restrictions however, these types of virtual experiences have become the new normal and people don’t seem to mind. Of course not every business is able to offer a virtual experience, but it is something to consider if you have not done so already.
Everything from doctor visits and therapy appointments to big-time musical performances have shifted to virtual. With large in-person gatherings still not recommended in most places, video technology allows businesses to continue offering group experiences to their customers. Another benefit provided by virtual experiences is that people can attend regardless of where they’re located. This saves the hassle of trying to find a day that works for everyone, or taking time to travel to the event. For many small businesses, this flexibility can allow them to reach additional customers. Whether you’re providing video consultations, streaming live performances, or offering online classes, video technology can help to cost-effectively grow your business.
Sanitation Practices
Cleanliness has always been something that prospective and existing customers tend to focus on. However, in the age of the pandemic, it has become a necessity. Maintaining strict sanitation standards and adhering to COVID guidelines is critical to keeping customers safe. With COVID telephone hotlines, and online review platforms at-the-ready, customers can easily make their complaints heard. Negative publicity in regards to cleanliness could devastate a small business during COVID-19.
Even as more people get vaccinated and restrictions continue to be lifted, it is likely that customers will continue to be aware of cleanliness and sanitation. As a business owner, you likely have adopted new cleaning practices since the start of the pandemic, such as requiring customers to use hand sanitizer or having associates wipe down the pin pad after each use. Small habits like this can continue to make a good impression on customers in a post-pandemic world as things begin to return to a greater sense of normal.
Contactless Payments
Just as people have had an increased awareness of the level of cleanliness around them, they are more aware of protecting themselves as well. Many consumers have embraced contactless payment options so they do not have to touch cash, the pin pad, or the cashier. Contactless technology can also allow for a quicker transaction. Contactless payment options are expected to continue to overtake traditional swipe and chip transaction methods for debit and credit cards in the years to come.
In addition to small businesses starting to accept tap-to-pay debit and credit cards or payment options like Apple Pay and Google Pay, digital gift cards have seen a spike in popularity as well. Although offering digital gift cards for your business may require some work to set up, it could help to drive additional traffic to your business. If someone lives across the country but has a friend or family member in the area of your business, they could purchase a digital gift card without ever having to visit your location. Digital gift cards could help you gain new customers or bring existing ones back in.
There’s no doubt that COVID-19 has been tough on many small businesses. However, the pandemic has also forced many business owners to embrace technology, innovation, and creativity to overcome their new challenges. Here at BankFive, we’re proud of the ways our business customers have pivoted throughout the pandemic, and we’re happy to help assist small business owners in Massachusetts and Rhode Island as they continue to navigate the “new normal”. If you want to start a conversation about your small business, please don’t hesitate to reach out to our Business Banking experts.
Some businesses, like restaurants and hair salons, have had to focus on stricter sanitation practices, while others have been pushed into digital changes that might otherwise have taken years to implement. Many of these changes have proved to be more convenient for customers and have led to stronger relationships between customers and the companies they do business with.
Here are some shifts that small businesses should expect to stay long-term, even after COVID-19 is a term of the past.
To-Go Options
As in-store dining came to an abrupt halt in March 2020 across the U.S., many restaurants began to focus on improving or implementing take-out services. For some restaurants, this included investing in online ordering software to make the process more efficient and easier on staff. Previously, a restaurant might have only had a few customers per hour call in to order take-out. But once to-go orders were the only option, phone lines were busy at many restaurants and it was more difficult for staff to enter orders manually.
Online food delivery services, such as Uber Eats and Door Dash, were already rising in popularity before COVID, and have proved to be helpful options for many during the pandemic. Even fast food restaurants like Dunkin Donuts have entered into the delivery game by partnering with food delivery services since the pandemic began.
With many enjoying the convenience of getting a restaurant-cooked meal delivered, or being able to drive down the street to pick it up in their slippers, the take-out trend is expected to stay.
Larger Focus on E-Commerce
And it’s not just restaurants that have adapted to include pick-up and delivery. Many retail stores have started offering these services as well. With people hesitant to shop in-store due to concerns about COVID, many have become more comfortable with shopping online during the pandemic - even for grocery and household items that many would have previously only considered buying in person. Because of this, many small businesses have set up online shopping platforms, and initiated pick-up and delivery options for customers.
For some businesses, this has meant a large investment in online ordering systems while for others it may have been as simple as posting their available items on social media and allowing customers to purchase them. Either way, the focus has been on making the customer shopping experience simpler. If a customer can pay ahead of time and do curbside pick-up, or if you have the capability to ship it right to their doorstep, you’re saving them the time and hassle of completing their entire shopping experience in store.
If your small business, like many, feels that part of its customer experience includes visiting your location, there are still ways to remain unique. Many businesses have invested in new wrapping and shipping materials to better convey their brand identity through the mail. Some have even added small gifts to online or pick-up orders in an effort to stand out from other businesses.
Virtual Experiences
With the rise of Zoom and other digital meeting platforms, people have grown more comfortable with using this type of technology. Even people in older generations, who may have never previously considered utilizing video chat, are now adapting to it.
Just a few years ago, most people would not have expected to enjoy a workout class or a concert in their living room. Due to COVID restrictions however, these types of virtual experiences have become the new normal and people don’t seem to mind. Of course not every business is able to offer a virtual experience, but it is something to consider if you have not done so already.
Everything from doctor visits and therapy appointments to big-time musical performances have shifted to virtual. With large in-person gatherings still not recommended in most places, video technology allows businesses to continue offering group experiences to their customers. Another benefit provided by virtual experiences is that people can attend regardless of where they’re located. This saves the hassle of trying to find a day that works for everyone, or taking time to travel to the event. For many small businesses, this flexibility can allow them to reach additional customers. Whether you’re providing video consultations, streaming live performances, or offering online classes, video technology can help to cost-effectively grow your business.
Sanitation Practices
Cleanliness has always been something that prospective and existing customers tend to focus on. However, in the age of the pandemic, it has become a necessity. Maintaining strict sanitation standards and adhering to COVID guidelines is critical to keeping customers safe. With COVID telephone hotlines, and online review platforms at-the-ready, customers can easily make their complaints heard. Negative publicity in regards to cleanliness could devastate a small business during COVID-19.
Even as more people get vaccinated and restrictions continue to be lifted, it is likely that customers will continue to be aware of cleanliness and sanitation. As a business owner, you likely have adopted new cleaning practices since the start of the pandemic, such as requiring customers to use hand sanitizer or having associates wipe down the pin pad after each use. Small habits like this can continue to make a good impression on customers in a post-pandemic world as things begin to return to a greater sense of normal.
Contactless Payments
Just as people have had an increased awareness of the level of cleanliness around them, they are more aware of protecting themselves as well. Many consumers have embraced contactless payment options so they do not have to touch cash, the pin pad, or the cashier. Contactless technology can also allow for a quicker transaction. Contactless payment options are expected to continue to overtake traditional swipe and chip transaction methods for debit and credit cards in the years to come.
In addition to small businesses starting to accept tap-to-pay debit and credit cards or payment options like Apple Pay and Google Pay, digital gift cards have seen a spike in popularity as well. Although offering digital gift cards for your business may require some work to set up, it could help to drive additional traffic to your business. If someone lives across the country but has a friend or family member in the area of your business, they could purchase a digital gift card without ever having to visit your location. Digital gift cards could help you gain new customers or bring existing ones back in.
There’s no doubt that COVID-19 has been tough on many small businesses. However, the pandemic has also forced many business owners to embrace technology, innovation, and creativity to overcome their new challenges. Here at BankFive, we’re proud of the ways our business customers have pivoted throughout the pandemic, and we’re happy to help assist small business owners in Massachusetts and Rhode Island as they continue to navigate the “new normal”. If you want to start a conversation about your small business, please don’t hesitate to reach out to our Business Banking experts.