What Effect Does Covid-19 Have On My Local Business?
In March 2020, the world as we knew it changed forever, and the Covid-19 pandemic continues to have impacts in every aspect of day to day life. In a 2021 survey conducted by Small Business BC, over 90% of businesses are currently being impacted by Covid-19. The “new normal” has become a time of global fear, unrest, and uncertainty. Now, more than ever, people are putting value in a sense of trust and security.
What can I do to create trust with consumers?
In a time where many people feel a lack of control in the world around them, we are placing more value in the choices we are able to make in our day to day life, such as where we choose to spend our money. In a survey by BrightLocal, 28% of consumers searched for more local businesses, and 31% read more reviews than in previous years.
New health cautions and regulations have forced businesses to adapt.
Local health guidelines and precautions have forced change in the way many businesses operate. Services like curbside pickup and takeout dining have become heavily popular, and various safety protocols have been implemented in many local businesses. Many consumers are turning to reviews to research the Covid procedures that a business has in place. The feeling of safety and cleanliness has become immensely important, and 67% percent of consumers said that they wouldn’t use a business if it didn’t have health and safety measures in place. Furthermore, 17% of people said they had written a negative review for a business that did not have effective health and safety protocols. The feeling of safety and security is a basic human need, and this can create quite an emotional response- negative or positive!
What do reviews mean for my local business?
Over 80% of people say they trust a stranger’s online reviews as much as a recommendation from a close friend or family member. Technology continues to evolve, and consumers have more and more tools to access reviews and exchange feedback. One bad rating or review isn’t something to sweat about, however a trend of bad reviews may bring down your overall rating. Most consumers don’t feel comfortable using a business that has less than ⅘ stars.
What can I do to boost customer satisfaction during Covid?
One of the adaptations our society has made in the pandemic times is to become more virtual. Face to face interactions are one of the best ways to create a good relationship with clients, but what can we do when face to face isn’t possible? Boost your social media presence, get online, and try to make it interactive! Creating a sense of personal communication and personality will help to build trust between business and consumer.
