The new financial year is almost upon us and by now, you have no doubt realised that the goals you set last year, may not apply as easily during these times of COVID-19. Here is what should you be focusing on in your business this financial year, so you still reach your personal and business goals while being sensitive to these emotionally impactful times: Clients, Staff and Cash.
Firstly, customer service should be the number one thing on your mind. Remember your clients/customers are all experiencing something different. Where some have lost their jobs and are struggling, others have been inundated with work being on the frontline and are now overworked and deeply stressed.
There are some of whom have lost family and friends and are deeply grieving while others are dancing around their lounge rooms feeling as if they have been on an extended holiday. Your number one goal during the times of COVID-19 should be reaching out to your existing clients and checking in on them. Focus on the person before the sale during the next financial year and watch as your loyal clients become raving fans.
Now your sensitivity towards your clients also needs to be extended towards your staff. Over the next 12 months, there could be some friction amongst staff while some are in a place of fear while others are a bit complacent about the rules and regulations. While it is not always easy to do, make sure you are aware of your staffs’ emotional wellbeing too. This could mean understanding who have vulnerable family members in their immediate family and may need special working arrangements. Or it could just mean having an open-door policy to anybody who needs to talk about what is happening in the world. After all, if your staff are happy then your clients will be too.
And finally, as with any financial year, cash is king! But in times where some have extra to spend, and others are watching every penny, it is more vital than ever to focus on flexible payment options. Maybe your clients still really need your services or products but being able to pay in one lump sum is impossible while they are on the government support payments and a payment plan is necessary.
However, if you have spoken to your clients/customers and they are in the ‘dancing around their lounge room’ mood, maybe you can offer additional services/products that will suit their needs.
As you can see from these tips, the next 12 months in your business during these times of COVID-19 should be highly people-focused, both in terms of clients and staff. Your numbers are still vital to a successful business so do not ‘take your eye off the ball’ completely, after all, cash is king. However, the more you care for your staff and clients, the more raving fans, and satisfied staff you will have talking about how amazing your business is. And good word of mouth? Well, that always brings in more cash.
