By Catia Mondlane
There is no doubt that the COVID-19 pandemic has placed us in a very uncertain situation, in almost everything and in our daily lives. But the tricky part of this whole situation is having governments that are working to keep their citizens safe, while on the other hand, economies are struggling to remain stable. Nobody was spared, all businesses are facing financial challenges, being forced to adapt to new ways of selling. As we go through the pandemic and organize ourselves for its end, there are several ways for companies to create strategies to make the most of the situation they are experiencing at the moment.
First of all, one should reassess whether what one’s offering is important and if the market needs it right now. In that case, the question would be: “Is my product or service relevant now? “Of course, it doesn't make sense to sell travel accessories when they say everyone should stay at home, does it? Instead, have you ever thought about digital products or reinventing one’s business for the virtual market?
The truth is that the physical presence has become as vital as online revenue, and at this point I truly believe that the virtual has taken over. Therefore, taking the time to build an online store that makes it easier for customers to get what they need from one’s business, without risking one’s health, it seems to be the right choice, besides the fact that an online store can also be useful in the long run.
The main problem of this puzzle is to constantly think about how clients have been affected and how their needs may have changed. It is important to bring a sense of clarity whether customers need help finding a product or service they need and extending the reach of one’s client service can make a huge difference.
One could start with extension of office hours which could actually help make up for the fact that customers cannot see you physically. Secondly, increasing one’s online support through multiple channels, including phone, email, live chat and social media.
On the other hand, one can also create more resources for self-service support. The company can come up with a comprehensive knowledge base assembled in a functional system with glossary and instructional tutorials to help customers. And with regard to delivery procedures, there must be honesty in relation to the expected waiting and delivery time. This is especially important if the team has been limited or are working from home due to the pandemic.
But the most important thing is to Be Patient and Take One Day at A Time. The good news is that COVID-19 won’t last forever. We will get through this. In sales it’s really easy to become impatient when things aren’t moving as fast as we want or conversion rates dip. Things may be very slow right now but that doesn’t mean we stop working and giving up on our dreams!
Cátia Mondlane is the CEO & Founder of Isabella – Estética & Cosméticos, an innovative Mozambican cosmetic company that brings natural skin solutions based on locally sourced organic and fresh ingredients. Her brand is especially for people with sensitive skin and who want to be kind to their skin at affordable prices. She is currently based in Maputo, Mozambique.
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