Upside-Down Thinking by Patric Fransko
by Patric Fransko
July 22nd, 2020

Small Business Mistakes to Avoid in a Post-COVID Environment

As we continue to navigate through COVID, we have been learning what is working and what is not working for our clients. We wanted to take a moment to share some mistakes to avoid as you navigate through this season that will benefit you not only now, but also into the future.

  1. Failing to Adapt to New Realities – This mistake can be fairly broad as the landscape is changing on nearly a daily basis in some markets. The mistake to avoid here is failing to pay attention to how things are changing and making adjustments to adapt. An example might be touch-free drop-off and delivery or no-touch payment methods. Tell the story of how your company is making it easier for your customers to do business with you during this time. Pay attention to what consumers are expecting and modify your procedures to make them comfortable with your process in this new environment.
  2. Not Adjusting Quickly Enough to Demand Changes – When times are uncertain, it is imperative to keep costs controlled and not allow any business to escape. This might mean looking for the ability to capture all of the business coming in when it is brisk. Having a two plus week wait for an appointment might seem desirable, but some customers simply will not wait that long. Working on a plan to increase labor when business is booming but being able to back off when things are a little slower. Think of ways to be as nimble as possible. This will serve you well in an uncertain season.
  3. Don’t Take Advantage Of Situations In a Way That Jeopardizes Reputation – As mentioned above, many shops are extremely busy right now. I have heard of some practices being done that can rub customers the wrong way and can create a reputation that lingers after COVID is a memory. It takes a long time to build a reputation and it can be destroyed nearly overnight. Carefully consider any practices you are implementing and ask whether it can leave a bad taste in potential customers mouths. Even if it works short-term because demand is so high right now, it may backfire long-term if people feel that you took advantage of the situation. Remember, it takes a long time to build a relationship but only a moment to destroy it.

Every business and every location is slightly different and the situation is fluid as mentioned above. I just wanted to offer a few tips that we think would age well and be relevant no matter what the future holds. I wish all of the very best with your business and health and hope you find these tips beneficial.

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