5 Ways to Get Your Customers Back
The COVID crisis caused 45% of small business owners to shift their consumer purchasing power away from locally-owned businesses to major online retailers.
According to our October survey, the majority of these 6,900 business owners have not yet shifted their spending back. Business owners are consumers too, and our actions can help lead the way for all consumers and help get customers back to your business and all locally-owned businesses.
5 Ways to Get Your Customers Back
We used the survey data, and some knowledge of how Alignable works, to come up with a list of specific actions you can take (based on what people said mattered most) to shift purchasing behavior to your business and local community!
1. They Need to Hear it From You!
The #1 reason for switching purchasing behavior back to local businesses is understanding how that shift can really help make a difference to your business, local businesses, and local recovery.
While we continue to promote the MyMoneyStaysLocal movement, they need to hear from you too. Here’s how you can reach many of the other business owners in your area:
Here's how to talk to them: Start a local discussion—share with business owners nearby the challenges you and others are facing and how the support of others really matters.
How Alignable Works: When you post something in a local discussion, it gets shared with all of the other local businesses in your area and included in the weekly newsletter.
2. Let Them Know About In Stock Highly Desired Inventory
When consumers venture out to local businesses, it's critical that they're able to find what they are looking for. With 44% of retail businesses reporting difficulty accessing desired inventory, it’s important to let potential customers know when you have stock available.
Here’s one way to let them know: Post high demand in-stock items as a promotion on your profile, and invite potential customers to reserve their items in advance.
How Alignable works: When you post promotions or events on your profile, you can set a duration of up to 30 days. Each post is immediately shared with everyone in your network and included in the What’s Happening section of your weekly community newsletter at no cost to you!
3. Promote Delivery & Curbside Pickup
Regardless of how many precautions you take (see tip 5), there are many people who just don’t feel safe venturing into retail shops, restaurants, etc. If your business can and does offer curbside pickup or delivery, add it to your profile as a promotion you now offer.
Post a promotion or event here
How Alignable Works: When you post promotions or events on your profile, they're immediately shared with everyone in your network and included in the What’s Happening section of your weekly community newsletter—for free.
4. Offer Extended Hours for At-Risk Individuals
Grocery stores in our area caught on to this opportunity early on in the crisis. By carving out time for people at risk or elderly customers, you let them know there’s a time specifically for them.
Some retail businesses have set aside hours for reservation-only shopping, which enables one or two customers to set aside a time in the store for just themselves. If you are providing any of these services, add them to your profile as a featured service.
Add it as a Featured Service Here
How Alignable Works: When you post products or services on your profile, they get shared with everyone in your network who is then encouraged to share them with others in the community.
5. Create a Safe Environment for Customers
The vocal doubters of all things COVID seem oblivious to the incredible long-term damage they’re inflicting on the local businesses in their communities through their actions.
The great news is the majority of people understand that in order to shift spending back to local businesses, consumers have to be and feel safe.
This one is simple. If you want consumers to come back to your business, you have to create a safe environment for them to want to do so.
Keeping it Local: The Choice is Yours
We have the ability to choose where our money goes. We can just as easily spend it in our community where it creates jobs, supports local vendors, and supports our schools and local resources. Or we can send it out of the community to large online retailers.
Want to learn more about keeping your money where it can do the most good? Checkout the #MyMoneyStaysLocal Movement.
Here’s the Data from the Survey
The most common answers for people selecting “other” were: all of the above, knowing what products and services were available, delivery, and extended hours for at risk individuals.
Comments (1-10)
In addition to Alignable, another free and awesome place business owners can and should do all of these things, mentioned in this post, is on their Google My Business listing.
https://www.google.com/business/
Beyond listing general business information you can add products, services, menus(for restaurants), and much more, like COVID-19 Updates, creating posts for other updates including in stock and high demand items, promotions or specials, and even events.
They also have a free app so you can easily manage your profile and even allow customers to message you through.
Since a lot of people are wanting to shop local, they are likely to head over to Google and search for a certain product or service, or even your business directly to see if there are any updates. If your Google My Business listing is fully updated and active with COVID updates and Specials those people are likely to see this info and shop with or hire you over other profiles that don’t have these updates.
So make sure you take some time and really fill out all available information. And use the posts feature!
All of which Google also uses to help determine the search results.
Here is some more information, from Google, on improving local search results using GMB and also how they go about determining the results.
https://support.google.com/business/answer/7091
:)
Thanks for this helpful information. Since March I’ve reached out to clients by email, phone calls not to sell, but to check in, make sure that they along with their families were safe and healthy. I’m an Independent Stylist with J. Hilburn, in June, I sent complimentary mask or collar stays to some clients, to let them know that I’m still open for business. A lot of them appreciated the gesture.
This is a very good article with useful things to do. Thank you. My recommendation is to send a monthly communication (email) to say, "thank you for your business" and to mention one other thing you are doing special in response to the Pandemic. A sincere "thank you" is always appreciated!_!
We can help you reach local customers through our targeted community publications and social media. Let us help you get your message out on multiple platforms and ensure you reach the local consumers who want to support their community!
This is a great read full of useful information. Thank you! One thing I need to work on is reaching out to all of the clients who have not resumed service with me since March. I sent emails and called several times back in June and August. I haven't done so since because I didn't want them to feel pressured or annoyed. But a gentle reminder that I am still ready and waiting is probably due again.
The travel industry has many things against it. We in Canada are so close to the US, where the greatest percentage of Canadians travel. It is now a requirement to do your research on where the safest place is to travel and spend your time. This is not easy as things change so rapidly but if you wish to grow your business you must find and recommend safe places to go. Right now you will lose your business, if you do not satisfy your customer needs.
Thanks for the data on “what matters most for customers looking to support local businesses”.
If you want to show “that money spent locally helps my community & local merchants recover” then do it with deeds, not words and track your results.
As a business, give back to your customers’ school, church or favorite local cause.
As a shopper, shop with local businesses that give back and support a local cause.
As a local charity, encourage your supporters to shop with local businesses that give back.
I am guilty! I have been shopping online more, but I intend to do as much local shopping this holiday season as possible. Small Business Saturday is November 28th. Remind your customers! I especially like suggestion #1 in this article...let your customers know how important their business is to you and the impact it makes to your family, your employees, and the local community. In The Grand Season magazines this month, we are including a small article about this specific topic.
If your business is the type that keeps customers' addresses or other contact information, send them a personal note thanking them for past support and reminding them how important their patronage has been to you and your business. Thanksgiving is the perfect time to do this! If you are in the Phoenix Northwest Valley and would like some extra help promoting your business, let me know. I would be happy to help you get your business name out into our community through our direct mail magazines! Best wishes for your business for a successful holiday season and upcoming new year!
Great ideas! Thanks. Our shop is spacious and people feel safe here!
Supporting local businesses is imperative to the health of our communities. Contrary to what may be thought the contribution of the big box stores are minimal in relation to the locally owned and operated businesses.
Support locally owned business, you and your community will experience long term financial and social benefit!