I am sure we can all agree that the pandemic has not only affected our own personal interactions with the people in our lives, but it has also changed the way we do business. The way we interact with our clients on a daily basis has also changed. One of the biggest challenges that business leaders are facing at the moment is navigating change and adapting strategies so they can help people that are stressed, fearful, anxious or just longing for authentic connections and wellness experiences. I have put together a few quick tips to help build your connections during these crazy times:
Pick your Platform
There are so many ways to digitally connect to your customers through social media. From Facebook, Instagram and Twitter, to YouTube, WhatsApp and even Tiktok! The diversity of the platforms available to us is incredible, but one can easily become overwhelmed when trying to do too much. I would recommend choosing 1 or 2 platforms that you feel comfortable with and that works for your business and do it properly! Plan your strategy. Focus on creating meaningful content and posts to share with your clients. Be engaging, share educational information or wellness tips. You can create competitions or send broadcast messages, or even share good stories of what you or your staff have been up to. Bring your customers into your world by adding a personal touch and remember to keep it positive and have fun with it!
Consultations
Now, more than ever our customers need “at home” solutions. If you do not give it to them, the internet will! Detailed consultations with your clients are crucial to find out what they need, what challenges they are facing and how you can assist them. Don’t forget to check in with those long-standing regulars as well. Offering online consultations is another way to re-connect and boost sales for your business. It is all about nurturing relationships, building trust and offering solutions.
Create Memorable Experiences
Your customers want to feel welcome, safe and “at home” in your space. It is so important to go above and beyond with every single interaction in order to make sure that your business has a unique point of difference. Clients are looking for personalized/customized experiences that are genuine/authentic. It could even be as small as warming up her slippers or adding a hot compress to the back after a massage. You could set up a beautiful space for guests to capture photo moments and memories to share (Instagramable spot), or give your client a bunch of flowers or glass of bubbly on her birthday. Be creative, small gestures go a long way!
Show your Appreciation
Just as you would show appreciation to supportive friends and family, you should be doing the same for your customers. Offering a reward program for referral and repeat bookings is a great way to say “thank you”. Little extras add loads of value! Offering free lifestyle advice, hand or foot massages when you have a bit of extra time, or even small surprises like adding an eye mask to a facial when you know your client has been struggling to sleep are examples of ways to show your gratitude.
Surveys
Another way to connect and engage with your clients could be to create polls or surveys for them. You could even host a socially distant “coffee & conversations” style event to find out how they are doing and what they need from your business during these strange times. Involve your team to answer questions or showcase their skills with interactive demonstrations. You can also link this to your social media strategy by turning these surveys into informative video that you post.
The most important aspect to remember is that people are craving human interaction and nurturing and you have the perfect opportunity to provide for them.
“How you sell matters. What your process is matters. But how your customers feel when they engage with you matters more.” – Tiffani Bova
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