11 Steps to take to beat Corona virus
One thing is certain over the coming three months. All businesses need a plan for the uncertain times we face. Here are 11 steps all businesses should consider to maximise their opportunity and to minimise their risk…..
Step 1 … Communicate …
When it comes to crisis communications, if you always focus on building a relationship with your customers, fans and followers, you will always find yourself communicating in the right direction.” – Melissa Agnes
- Your Team
- Your Customers
- Your Networks
- Your Suppliers and Stakeholders
- Your Community
Step 2 … Be Positive …
“The Chinese use two brush strokes to write the word ‘crisis.’ One brush stroke stands for danger; the other for opportunity. In a crisis, be aware of the danger – but recognise the opportunity.” ― John F. Kennedy
- Panic and Worry Never Helps
- Look for Small Wins Every Hour
- How can I sell toilet paper …?
- Sometimes Less News is Better
- Lead Your People
Step 3 … Know the Cycles …
Spring passes and one remembers one’s innocence. Summer passes and one remembers one’s exuberance. Autumn passes and one remembers one’s reverence. Winter passes and one remembers one’s perseverance.” ― Yoko Ono
- Summer
- Autumn
- Winter
- Spring
- 7 – 10 Years
Step 4 … Change …
The only constant in life is change.” ― Heraclitus
- Get Ahead
- Lead the Change
- (D x V) + F > R
- Products, Services, Pricing, Delivery, Staffing
- Even the Whole Business
- Break it
Step 5 … Cut Back …
”Cost-cutting has to be the top priority in the crisis. The key is to lower costs intelligently and flexibly, thus minimizing negative long-term repercussions.” – Hermann Simon
- Cash is King
- Stop Spending
- Where can you reduce outlays?
- Re-negotiate NOW
- Slow things down or Postpone
Keep Marketing and Selling
Step 6 … Extend Credit …
“A bank is a place that will lend you money if you can prove that you don’t need it.” – Bob Hope
- Get it NOW while they are still lending
- Credit Lines and Credit Cards
- Yes Personal as Well
- Re-finance if you have to
- Find the Lowest Rates ASAP
Step 7 … Staffing Cuts/Changes …
“One way to reduce the need for layoffs would be to cut back on hours, spreading the available work among more employees.” – Adam Cohen
Take Vacations if possible
- All at 1 time or by attrition
- Sometimes you just have to
- Pay cuts are an option
- Suspend bonus programs
Step 8 … Plan Work from Home …
“The option to work from home when needed, or to try a different lifestyle without having to change jobs, is a win for everyone.” – Scott Berkun
- Technology needed
- Meetings and Reporting
- Customer Service
- Banking and Mail
- Communication
It may be weeks or months
Step 9 … Online or Deliveries …
(CNN) – Beginning immediately, CVS Pharmacy will waive delivery fees for prescription drugs due to the coronavirus outbreak.
- You need to add Delivery
- Or Online/Phone Delivery
- Staffing Changes
- People won’t come to you, you will go to them
- Packaging and Accounts
Communication with Customers
Step 10 … Market and Sell …
“For a business not to advertise is like winking at a girl in the dark. You know what you are doing but no one else does.” – Stuartt H. Britt
- Have to keep Marketing
- Increase not Decrease
- Negotiate Rates
- Create New Offers/Rates
- Measure Your 5 Ways
- Get Cash Up Front
Step 11 … Repeat Business …
“Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz
- Existing Customers are Best Customers
- Create Deals just for them
- Bulk Buys, Cash Up Front
- Keep at All Costs
- Communication is Vital
- 80/20 Rule
Step 12 … Common Sense & Compassion …
“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.” – Richard Branson
- Over Deliver on Customer Service
- CLEAN and Don’t Touch
- Provide Sanitiser
- Put People First
- Be Nice and take a Chill Pill
Don’t buy too much toilet paper
I hope you find these tips useful as we face a period of uncertainty. Please contact me on rogerpemberton@actioncoach.com to discuss your plans for the next quarter.