Carpet Cleaning Business Offers Lesson in How To Pivot for COVID-19
The outbreak of Coronavirus has changed the normal way of life. The world has been facing an unpredictable situation since January when the Coronavirus outbreak first started in January. This global pandemic has forced people to alter their normal behavior and stay indoors.
Just like people, businesses and workplaces are also affected by this contagious virus. Most governments imposed strict lockdowns from January to May, to contain the spread of the virus. Even now, as European countries reopen their economies, strict guidelines have been imposed to maintain social distancing and hygiene practices to make sure that the virus does not spread again.
The cleaning business has been at the forefront of this pandemic; how did it survive the pandemic? It improvised! Here are a few lessons from the success of carpet cleaning businesses during COVID-19:
Coronavirus And The Need To Improvise
Global procedures, regulations, and norms have been forced to alter due to the contagious spread of the virus. Schools, colleges, and offices being shut, businesses closed, recreational centers closed, tourist spots emptied, foreigners sent back to their homelands, the situation has created massive havoc for humanity. According to research, around 50-60 million people are pushed to poverty due to the economic crisis caused by the Coronavirus.
The world is under severe economic threat as the virus has affected businesses around the globe. Marketers are also predicting a "startup depression" as more than 95% of businesses are small businesses that have been affected severely.
In this critical time, businesses are evolving and adapting to the current need as well as changing their protocols. Multiple restaurants are offering contact-free food deliveries, remote work has become the new standard, clothing brands are focusing on the production of face masks. Pivoting business as per the requirement is not new. However, you must be careful before you plan on pivoting your business.
Before you take actions, make an analysis of your services:
· Is your business relevant to the current situational needs?
· Can you expand your services to create ease for clients?
· Can you expand your services by adding more relevant services?
· What is your business's plus point?
· Would creating a digital platform for your business create value for money?
Carpet cleaning businesses around the globe faced a sudden decline in their services due to the spread of the virus. Various factors, such as that people were not comfortable acquiring services that enter their houses due to the fear of contamination, played an active role in keeping people away from such services.
Companies have now expanded their services to cater to the current cleaning needs. You must follow the following tips mentioned while expanding your business:
1. Shift Focus From Residential Space To Commercial
Although people are avoiding cleaning services for residential areas, commercial buildings, including hospitals, offices, government centers, and other commercial areas, are actively focusing on their cleaning services. This is how carpet cleaning services are changing their services, and rather than offering services to residential areas, they are now more focused on commercial projects.
The advantage of commercial services is that it's a bigger and long-term project, which means a steady revenue stream for the duration of the contract. For instance, if a cleaning company won a contract of a nursing home, they will need to clean it daily for the duration of the contract.
2. Prepare Your Business for the Change
Although the world is under crisis, this also provides opportunities for newer and expanded services. Pivoting business can also lead to change in your clients. Change in niche requires you and your staff to be proactive about the new needs and demands of the clients.
Residential clients are different as compared to the ones who are acquiring services for commercial areas. You must train your staff according to the changing needs and requirements of the client. For example, previously, your staff might've been expert in removing pet stains; however, the current situations require the knowledge of how to deeply clean the areas to prevent the spread of the virus through surfaces.
3. Credibility
Your business's reputations and credibility will play a key role as you pivot. Once you start offering newer services and expand your customer base, the trusted clients will turn back to you to acquire or recommend your services to the respected department.
Since this situation is unprecedented, people are likely to trust the services they are already familiar with. Carpet Cleaning Chislehurst reported receiving calls from their existing clients who wanted deep cleaning to ensure safety from the spread of the virus.
4. Trained Staff
As you expand the services that you are offering, you must provide the appropriate training to your working staff. Due to social distancing, people are scared to come close to anyone, let alone make physical contact. Your employees and staff must be trained in the new set of procedures to avoid any inconvenience for the clients. Ensuring the practice of new SOPs will lead you to gain the trust and assurance of the clients.
5. Focusing on CSR
Customer services are important, and in the current situation, your business should pay more attention to assist the clients. Focusing on a better experience for the client can impact your business progress very well. The customer services representative should focus on:
· Answering calls
· Replying to emails
· Guiding people about your services/ packages/ pricing
· Record the details of queries
· Answering frequently asked questions
· Assist the customer to their specific need
As a carpet cleaning service, your CSR must be aware of the new SOPs in the light of Coronavirus. For example, inform consumers about the new guidelines you are following like no more than 3 people allowed in a certain room, must keep the children away, etc.
Conclusion
No one is sure about what is to come next, and according to the educational researches, things will continue to worsen, especially for businesses around the globe. However, to cope up with the loss, you must use innovation and carefully cater to the ever-changing need of the client.
You must be openly willing to change your systems and procedures and offer newer services that are beneficial for people and can keep you in business as well. These hard times are also creating opportunities for several businesses, and expanding your services to facilitate clients can help you improve the status of your business.