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.