With such an abundance of uncertainty, it can be tempting to make quick decisions that will make you feel more in control. You want to take action quickly — even though inaction might be more prudent.
But how do you make good, long-term decisions in the face of something you have no control over?
In our second episode of the Spotlight Series, our own Sam Wagar caught up with Jason Prinsen, Director of Sales and Marketing at BeMobile, to see what decisions he's making during these turbulent times.
If this pandemic has taught BeMobile one thing, it's that no business is immune from change. But, having focus and defined processes allows for long-term and confident decision-making.
"Make coronavirus worth it." - Jason Prinsen
He's constantly looking for hidden opportunities - new skills, revenue streams, technologies, customer segments - that will future-proof BeMobile and forever make his team better operators and leaders.
Provide options like curbside pickup to enhance safety
As an essential service, Jason needs his staff on the front-line interacting with customers and providing support when needed. As such, one of Jason's main reasons for implementing curbside pickup was to ease any concerns his employees had about human-to-human contact.
For the customer, it also gives them optionality. Customers still need support with their devices and a curbside pickup option gives them the flexibility they need to confidently interact with BeMobile's front-line.
Provide value through digital experiences
Jason wants to communicate with his customers remotely and provide value while they cannot come into the store. For example, they started sharing best practices for parents who are new to homeschooling - not necessarily part of their core service offering but it keeps BeMobile's community engaged with relevant content.
Focus on new customers when business stabilizes
Some of your customers may have been displaced as a result of economic downturn. If you inherited new customers, when appropriate, be sure to earn their loyalty by reaching out to them to offer much-needed support.