In times of uncertainty, such as the current COVID-19 outbreak, businesses will need to make changes that will impact internal operations and customer experience. To make the entire process easier for any business, here is a 5-step checklist of crucial factors to address when you update your business information:
- Update Online Listings
- Use Posts to Engage and Communicate
- Offer Deals and Coupons (if possible)
- Embrace Deliveries and Update Menus
- Keep An Open Line for Questions
How to Update Business Information
A vital part of the process is to make edits in your online listings, specifically in the four major review sites where a majority of your customer base will be looking.
- Log in and look to the left side of the dashboard. Click on the “Info” section to start editing listing data.
- To edit multiple locations, check the boxes next to the locations you want to edit, then click the pencil icon that appears in the top right corner of the page.
- Log in and click “About” on the left side of the Page.
- Click the “Edit Page Info” button and change basic information.
- Log in and go to the “Business Information” section.
- Click “Edit” and enter your changes.
- Click “Save Changes” to confirm your updates.
- Log in to the TripAdvisor Management Center (this is same login used when the listing was claimed).
- Click on “Manage Listing” to add or update listing details.
How your Local Listings Can Help Consumers in the Long Run
These changes, especially in times of emergencies, helps customers focus on more pressing items throughout their day. When you update business information, you make the overall customer experience easy and stress-free.
However, keeping local listings up to date shouldn’t be the only way to stay in touch with customers. Some review sites come with built-in features to help you keep your customers informed.
Engage and Communicate with Posts
Listings on Google My Business and Facebook allow owners to create posts to communicate with online visitors. After updating the relevant information on the listing page, tell your customers about the changes as well as your future plans. This will show that you are being proactive and transparent to your loyal customers even in times of emergency.
Keep Business Rolling In with Deals and Coupons (If Possible)
Another way to keep customers happy during this time is by providing deals and discounts to encourage them to purchase from you (even if it’s through online orders).
You can use posts on Google My Business or Facebook to relay the news. In addition, these sites – along with Yelp – allow you to create your own special offers with their built in features. You can check them out in the links below:
- Google My Business: Offers via Posts
- Facebook: Creating an Offer within Ads Manager
- Yelp: Using Yelp Deals and Gift Certificates
Adapt to Deliveries and Update Menus
Consumers might also be wary of going outside, which means deliveries might be the only way to get business. This might mean a shift in available products, especially for restaurants. If you have a menu and plan on providing deliveries, you will need to quickly upload or update your restaurant menus online to give customers an accurate picture of what you’re offering.
Be Available for Questions
When you update business information and inform customers of the change, make sure to emphasize your contact information. Doing so tells people that they have an open line to you if they have lingering questions and concerns. This is also a great way to build trust between the business and the customer, which can be a foundation for loyal patrons down the road.