Retail, tourism and leisure have been some of the hardest hit industries during the COVID-19 pandemic. All over the world, businesses are suddenly finding themselves operating in a very different way. Social distancing, reduced capacities, temperature checks and more. Not only are these changes taking some getting used to for buisness owners, but it is also the case for customers. This is why communicating change is of vital importance, during this turbulent time.
We assisted The Silver Mountain Experience in getting ready to re-open to customers, and there were a variety of ways that we communicated these changes to those who have already booked, and those who were looking to visit.
When it comes to people’s health, there isn’t any room for misjudgements and confusing information. Be clear and concise about what you are doing to protect them, and be clear on what they can do to help.
Although people will be used to the mandatory instructions, it is important to re-iterate your own policies.
Signage – Simple yet effective, you can have these displayed before you enter an establishment, with clear instructions and icons to make the information easy to take in. You can then have them displayed wherever you think would be necessary to remind people.
FAQ’s Page – Put a detailed FAQ’s page on your website. This will show potential customers and clients all the preventative measures you are taking to keep people safe, and this could also encourage them to come and visit.
Social Media – If you have a social media presence, use this to communicate the changes customers can come to expect when visiting. A great example of this is Alton Towers Resort, a theme park in Staffordshire. They created a video showing the changes you will come to expect when visiting, but also ensured it was a positive video, encouraging visitors.
Emails – If you have an email database, you can communicate these changes through these channels as well, telling customers what they will expect when you re-open. However, ensure the communication is relevant and required, as people’s inboxes will be filled with similar messages.
These are just a few ways in which you can communicate changes to the way your attraction works, and you are then more likely to have compliance with the rules.
