The COVID-19 public health crisis is - rightfully and understandably so - making retailers and consumers more concerned about safety and hygiene than ever before. You will likely have to take new and extra precautions to keep your employees, your customers and your communities safe and to make consumers comfortable with having your staff deliver products to their home.
Here are some ideas you may want to incorporate as you are making sales and serving customers during this difficult time.
You may have already instituted some or all of these practices. But do your customers know that? Make sure you are widely sharing these precautions with your staff, and when discussing deliveries with your customers too.
You may pride yourself on providing a truly white glove delivery experience, but right now consumers may feel safer with a much more do-it-yourself approach during this public health crisis. You may want to consider offering options like:
You may also consider offering additional services that may help homeowners that don’t feel comfortable with your staff coming inside like:
If you are delivering, installing or repairing something, you can dramatically increase peace of mind and safety by instituting some or all of these extra precautions. Can your team:
Consider having your staff take the lead by starting off the delivery with a statement like this:
“Thank you for trusting us to come into your home at a time like this; we won’t take that responsibility lightly. I hope this won’t offend you, but we won’t be shaking your hand today and we’ll be taking a lot of other precautions too.”
Like most places now, the entirety of the RWS team is working remotely from our homes. We ask for your understanding if you hear more background noise than usual (our children and/or pets may be very excited to talk to you too!). And as I’m sure you can imagine, many retailers urgently need our help during this challenging time all at once. In case we experience any unexpected issues and you have difficulty reaching a team member via the usual methods, you can:
Wishing you health, safety and support,