Good Service in Bad Times

What does excellent service look like during a major pandemic? That’s a continually evolving question, but the main thing would be to provide your customers with the goods and services they need to keep or get out riding, with one very new and critical component – and that is keeping them safe. Let’s go through the most important things you can do. Remember, the safer you keep your customers, the safer you and your employees are too. If you or a staff member get sick, you will have more severe issues that are very hard to overcome. Customer service at the time of Covid19 means keeping your customers safe at all times.

Separation

The key to maintaining a safe environment is to have as little personal interaction as possible. That sounds so foreign, but being able to deliver your goods and service without coming into personal contact is crucial. Curbside pickup and drop-off, or home delivery/pickup with payment taken over the phone or online via credit card. No cash or checks. Many stores are operating behind locked doors and allowing no one into the store. Some are allowing only one or a few at a time. As we progress further, best practices will probably tend towards the guarded or locked door. Mask usage will increase rapidly, and if you are opening your doors in any capacity, it would be encouraged to not only wear masks but to insist customers do as well.

Online everything

Scheduling repairs, taking orders, and selling your products online with accurate inventory is critical. This is old news to most, but as this pandemic progresses, it will become more evident that those utilizing robust websites with the ability to “click and collect” will have better outcomes. Likewise, scheduling repairs is critical to saving time and automating a typically very face-to-face transaction.

Constant disinfecting

Clean, not only the surfaces. Anyone is always touching but also bicycles. Be liberal in cleaning the bikes whenever they have been handed off. Whether from the customer to the store or back to the customer.

Connecting

Popular alternative means of consulting with customers would also be trying Zoom or some like product that you can converse face to face. While phone usage has dropped over the years, most stores are now reporting heavy phone usage. Be responsive to all means of communication. Social media, email, phone, etc. – respond in the quickest time frame as possible.

By no means is this list exhaustive. Simply put, customer service during this Covid19 outbreak is all about safety. Safety means as little physical interaction as possible. To have as little physical interaction as possible, you will need to leverage all of the technology at your disposal to automate as much of the prior face to face interactions as possible. If you do allow personal interactions, masks, and incredible attention to regularly disinfecting are critical. Remember, if you or a staff member fall ill, you should quarantine each person exposed to that person – so take great care to be careful.

If you are a SmartEtailing client, make sure your shopping cart is turned on and direct customers to your site via emails and social media.

For online repair scheduling, check out this webinar by NBDA associate member Beeline Connect for a FREE online repair scheduling tool:

Words by David DeKeyser

 

David DeKeyser and his wife Rebecca Cleveland owned and operated The Bike Hub in De Pere, Wisconsin, for nearly 18 years. In 2018, they sold the business and real estate to another retailer based in a nearby community. David now writes the Positive Spin series on Bicycle Retailer and Industry News and he writes articles for the NBDA’s blog, Outspokin’. David also provides business consulting through the NBDA’s P2 Consult Program.

 

The NBDA has been here since 1946, representing and empowering specialty bicycle dealers in the United States through education, communications, research, advocacy, member discount programs, and promotional opportunities. As shops are facing never-before-seen circumstances, these resources offer a lifeline. Together, we will weather this. We at the NBDA will not waver in our commitment to serving our members even during this challenging time—but we need your support.

Now is the time to become a member as we join together to make one another stronger. Whether you’re a retailer or an industry partner, your membership in the NBDA is one of the best investments you’ll make this year. 

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