From sanitized carts to unattended isles

The rollercoaster of customer service in the age of COVID

By Will Dobetter

Since they say necessity is the mother of all invention, we will say COVID was the father of improving customer service, but only briefly. During COVID companies changed how they served customers, for the better in many ways. However, with social distancing and sanitization in the rearview mirror, many businesses have reverted to pre-COVID service strategies. At the same time, customers have discovered the convenience of online shopping and frequenting businesses that serve them well.

True story

During COVID a staff member at a big hardware store in Bluffton was out front and offered me a shopping cart. Before giving me the cart, he wiped the handle, asked if I was looking for something in particular and then pointed me to the right aisle. This experience pleasantly surprised me, and I wondered, “How long will this last?” Well, it lasted a few weeks, after which the helpful guy wasn’t out front, the dirty carts were back in their place, and I had to walk through aisles before finding a helpful person. 

A few weeks ago, I bought a washer and dryer from Billy Wood Appliance, a local appliance store. I emailed what I was looking for, and they responded with a few options. I chose one, they took my payment over the phone, then two weeks later they delivered and installed the washer and dryer.  

Your customers expect more and know you can do it, but you stopped. It’s time to return to truly caring about customers, not because of mandated guidelines or fear, but because it is good for business.

Five things we wish businesses would keep doing 

1. Cleanliness: Clean the front door, front counter and declutter. 

2. Social media messages: Communicate your hours, share new products, and thank your staff and customers.

3. Curbside and take out: Allow people to shop online or by phone and pick up or deliver their orders when ready.

4. Technology: Make it easy to check out with tap-to-pay and payment options like Apple Pay. 

5. Kindness: Welcome people with a sincere hello, offer help, and say thank you. 

Those five things sound very basic, but it is amazing how few businesses practice all five consistently.  Businesses that do get more business; just ask the friendly people at Billy Wood Appliance.