MELKSHAM Town Council has issued advice for local businesses as the country heads into another uncertain period due to the spread of Covid-19, heading into the autumn/winter period.
The town council says, “As the second spike of coronavirus hits the country, it’s difficult to predict with any certainty what the impacts will be on our local business.
“We believe this advice is so vitally important to our businesses, we make no apologies for repeating it:
“Businesses need to be able to react quickly to the changing needs of customers. Robust Covid-secure procedures are essential. All staff in a business must fully understand procedures used.
“Look after your staff – and set the tone, by example, so they know how to look after your customers with reassuring Covid-security awareness, great product knowledge, confidence and empathy.
“Communicate with your customers – tell them of any changes in your business – amended opening times, new services/products, special offers, enhanced Covid security measures. Anything relevant really, to keep them close to your business.
“Remember the vital importance of making customers feel safe and secure when buying from your business – this is the new battleground for customer loyalty. The importance of this factor does ebb and flow though, depending on perceived risks at the time.
“Capitalise on and communicate relentlessly the benefits of trading with your local business.
“Work hard to retain and build loyalty, with new customers won as well as looking after the existing ones.
“Success with many of the issues above depends on great communications – internally with your staff and externally with suppliers, customers and potential customers. All need a different approach. In small businesses, just talking to your staff regularly works wonders – as long as the underlying messages are well thought through, and delivered clearly and consistently.
“Talking regularly to suppliers or wholesalers can result in preferential access to new products, special offer terms, better credit facilities and so on to give you a competitive edge. Keeping products flowing through the manufacturer – wholesaler – retailer system is vitally important for everyone in the supply chain – so ask if you need help, advice or support.
“And, crucially, keep communicating to customers – social media and websites are fantastic tools for this purpose. Think about consistency of messages though – for example, whatever communication a customer or potential customer sees from your business, the messages should be consistent throughout., no matter which channel they use – be it opening times, product range, special offers and so on. Don’t forget to keep your Google Business Account updated too with the same information.
“Get in touch with Melksham Town Council if we can help.”
