Business

March 17, 2020

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Our clients receive extra public relations via our social networks. Share your updates with us and we’ll help get the word out!

Explore these concepts on how you can consider managing your business, team and customers during this time.

Consider: delivery, pick up orders, etc.

•	Stay informed while keeping your team and customers in the loop
•	Encourage your customers to shop online and take appointments via video
•	Be flexible—offer coupons, reschedule bookings and provide online payment options
•	Update your refund and cancellation policies to protect your business
•	Get specific tips for Stores, Bookings, Events, Restaurants, Hotels and more

The Better Business Bureau is committed to help business owners manage the current situation of COVID-19, the disease caused by the novel coronavirus, currently disrupting supply chains, customers, and the lives of employees. It’s important to remain calm, stay informed and take proactive measures in keeping the health and safety of everyone a top priority.

BBB recommends the following tips for businesses in handling customer, employee and business relations in light of coronavirus concerns:

Customer Relations

Connect with your customers. Communicate how your business is adjusting by promoting health safety while continuing to serve their needs. Reassure them by making it a priority to let them know you and your employees are following a strict program of recommended health protocols.

Demonstrate commitment. Use simple tactics such as using hand sanitizer in front of your customers. Explain that you are taking this precaution to protect their health.

Use technology. Tools such as FaceTime, Zoom, and Google Hangouts is one way to reduce the need of “in person” meetings with customers or vendors, as well as reduce the exposure and spread of the virus.

Employee Relations

Set the example. Wash your hands. Sanitize high contact areas. Cover your cough or sneeze. Stay home if you have respiratory symptoms such as coughing, sneezing, shortness of breath or a temperature above 100.4 degrees.

Minimize risk. Avoid shaking hands. Perhaps consider another type of friendly greeting and explain that shaking hands helps control the spread of the virus.

Set office expectations. Review human resource policies and communicate office expectations so everyone understands what they are to do nor not do when working with co-workers.

Educate employees. Beware of phishing emails, robocalls or text messages related to the coronavirus. Encourage them to report suspicious activities to BBB.org/scamtracker

Business Relations

Maintain a positive reputation. Refrain from doing anything that looks like your business is taking advantage of the crisis. Keep prices, services and business as usual with a few provisions to prevent the virus from spreading.

Promote honesty. This is the time to act as a calming and reassuring partner to your customers, vendors and employees – not fuel unfounded fears. Continue advertising your company’s services and add a reference that you’re following public health protocols to stem the spread of the virus.

Be realistic. Be honest with customers regarding timelines and product availability. Stay in contact with vendors. Set realistic expectations if your delivery or service is impacted by illness or precautions. Many customers will understand and respect the actions your business is taking, and that you’re taking the situation seriously.

Communicate effectively. Communicate immediately with your customers if you’re unable to fulfill commitments rather than upsetting or disappointing them.

Stay informed. Demonstrate purpose and support for your community. Consider making hand sanitizers and tissues available to customers. Stay up to date on the latest of the spread and additional tips of containment by following reliable sources of information: Centers for Disease Control, U.S. State Department Travel Advisories and World Health Organization.

For more coronavirus information, visit BBB.org/coronavirus

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The following interim guidance may help prevent workplace exposures to acute respiratory illnesses, including COVID-19, in non-healthcare settings. The guidance also provides planning considerations if there are more widespread, community outbreaks of COVID-19.

To prevent stigma and discrimination in the workplace, use only the guidance described below to determine risk of COVID-19. Do not make determinations of risk based on race or country of origin, and be sure to maintain confidentiality of people with confirmed COVID-19. There is much more to learn about the transmissibility, severity, and other features of COVID-19 and investigations are ongoing. Updates are available on CDC’s COVID-19 web page.

Recommended strategies for employers to use now: click here for more

Prepare to implement basic infection prevention measures

Promote frequent and thorough hand-washing and provide workers, customers and visitors a place to wash their hands. If soap and running water are not immediately available, provide alcohol-based hand rubs containing at least 60% alcohol.
Encourage workers to stay home if they are sick.
Encourage respiratory etiquette, including covering coughs and sneezes.
Discourage workers from using other workers’ phones, desks, offices or other work tools and equipment, when possible.
Maintain regular housekeeping practices, including routine cleaning and disinfecting of surfaces, equipment, and other elements of the work environment.