First impressions matter

At some point during the Great (not so much) Lockdown of 2020, I decided to adopt a dog. Of course, I went bananas shopping for her online. Toys? Check. Treats? Check check. However, when I ordered a new collar that was too big, I had to contact the business’s customer service department to process the exchange. As this was my first time shopping from this particular retailer, I didn’t know what to expect. Would I be on hold until the pandemic ended? Should I get something to snack on while I wait?

Before I could make a decision, I was being greeted by a warm, bubbly voice. Doloris was both professional and friendly, and she transformed a standard, run-of-the-mill interaction into an enjoyable customer service experience that felt like a breath of fresh air. In the midst of processing the return, she asked me about my pup, and she told me about her four-legged friend. We talked about the current pandemic and how we were both holding up, which helped personalize our interaction. She wasn’t just some voice on the other end of the line – she was an actual human who was experiencing many of the same challenges I was facing, such as adjusting to working from home and not being able to find any toilet paper.

By the end of the call, a new collar was on its way to me. I was told to donate the original if I didn’t want to ship it back (so awesome!), and I was smiling and laughing as if I were speaking with an old friend. That’s what I’d call an amazing first impression.

Positive experiences lead to positive online feedback

After I hung up the phone, I felt like I needed to tell everyone about my great experience. As someone who has worked in the customer service industry for years, I know how important positive feedback is. And research shows that 91% of consumers are more likely to use a business that has positive reviews. So, I went to social media to tweet at the company, insisting that Doloris be given a raise immediately! Most importantly, my review wasn’t incentivized, meaning that the retailer didn’t ask for my opinion in exchange for cash or freebies, which is a definite online review snafu, according to the Federal Trade Commission.

Now, I am just one person whose opinion may not seem to influence much. But did you know that businesses with nine or more reviews posted within the last 90 days earn 52% more revenue than the average business? Every review really does count! And small businesses thrive off of a strong digital footprint.

Word-of-mouth referrals mean more business

There’s no question that online reviews impact sales. But even more personal and perhaps more valuable is word-of-mouth marketing. As any basic business model can tell you, an increase in referrals means an increase in prospective customers. In fact, referrals are so important that many companies often develop referral programs for existing customers who bring in new business. For example, a property manager might knock a few hundred bucks off a tenant’s rent whose referral resulted in a signed lease. Or a burgeoning hair salon might reward a referral with a discount to both the existing customer and the new customer.

According to Mark Zuckerberg, Founder and CEO of Facebook, trusted referrals are the Holy Grail of advertising. So, how does a business get customers to refer them to their friends and family? They provide a flawless customer service experience. And how do they do that? By offering these three things:

• 24/7 availability: We’re all well aware that emergencies don’t wait until business hours. Whether it’s 2 AM on Christmas morning or 3 PM on a Tuesday, offering 24/7 support is essential in showing your customers that you care.
• Omni-channel communication: Offering support via phone, email, chat and/or carrier pigeon allows you to stay connected with more customers.
• Professional and friendly representatives: Customers appreciate representatives who are polite, professional, and adept at problem solving. When you invest in a solid customer service team, your customers will invest in you.

Times are tough right now for small businesses everywhere. If your small business needs an extra hand with customer communication, sign up for our 2-week free trial to see what SAS can do for you.

The post Why Amazing Customer Service is Essential During a Crisis appeared first on Specialty Answering Service.

As we continue to try to navigate through these unprecedented times, we look to those who can help guide us through. Here is what 19 small business leaders had to say about the Paycheck Protection Program, and the importance of providing relief to our nation’s small businesses and non-profit organizations.

Lloyd Blankfein – CEO, Goldman Sachs

“There will be some resentments that emerge because some people will have gotten help and others in a similar situation won’t have.” (source)

Drew Maloney – CEO of the American Investment Council

“Businesses across America are looking for support immediately in order to survive and continue to employ people. It shouldn’t matter if these companies are backed by investments from corporations, pension funds or others. We’ll continue to work with the administration and Congress to request that federal programs support all businesses, regardless of ownership structure, and their workers.” (source)

Amanda Fischer – Policy director at the Washington Center for Equitable Growth 

“With such limited resources, policymakers should not be bailing out private equity general partners at the expense of small restaurants, barber shops and self-employed people. We saw from the 2008 crisis that private equity companies are some of the best-positioned firms after a crisis — gobbling up assets, increasing concentration and exacerbating inequality while workers and small business suffers. We shouldn’t repeat those mistakes.” (source)

Jim Cramer – TV personality on Real Money

“Consider the Fed and Treasury as ad hoc insurers demanding no premiums. Maybe it ends up being a small price to pay to avoid a depression.” (source)

Brian Moynihan – CEO of Bank of America

“It’s clear that between Congress, the administration and the American people, we need to get all these funded and not make this a foot race. Just get the work done.” (source)

Paul Merski – Lobbyist for the Independent Community Bankers of America

“Virtually every small business borrower believes that this will be forgiven. They took it out assuming that it would be a grant but it’s not — you have to abide by very complex rules and regulations on how this is spent.” (source)

“Now that over $500 billion of these loans have been approved, we’re really focused on the forgiveness phase, and the forgiveness phase could be 10 times more complex than the initial program.”

Steven Mnuchin – Treasury Secretary

“The objective here is to put people back to work.” (source)

Karen Mills – former SBA official, now senior fellow at Harvard Business School

“I have had countries including the U.K., Saudi Arabia, and Spain come to me and ask for the blueprint of the SBA, because they want to copy it.” (source)

Spokesman for Marco Rubio – the Florida Republican

“At the end of the day, if there’s a way to keep people connected to employment, that’s what we wanted to do.” (source)

Jamie Dimon – JPMorgan Chairman and Chief Executive

“Thousands of dedicated (staff) worked tirelessly over the past 30+ days to support the federal government in one of the largest and most ambitious emergency lending facilities in history.” (source)

Bridget Weston – CEO of SCORE  

“I really want all small businesses to remember how critical they are to this economy. So we just don’t want them to give up hope. It may be discouraging now, [but] we will help as many business owners as possible to get through this so they can keep their doors open and have a viable plan so that a year from now they are still running a productive and successful business.”

“We are recommending that small business owners reach out to either their landlords or other business vendors that they work with that have set costs and try to work out a plan and communicate to them what the small business owner is doing to get through these times.”

Jessica Mah – CEO of inDinero 

“This is a get-out-of-jail-free card — if you just follow the directions. And if you’re worried about all your other overhead that’s not employees, negotiate it. I’m telling everyone: ‘Negotiate with all your contractors and tell them to get their own PPP … and then negotiate a better price with them.” (source)

Bond, Schoeneck & King lawyer Jeffrey Scheer

“There are a lot of businesses that may be closed but are continuing to pay their employees, even if their employees are home. It may sound silly, but it does give you an opportunity to hire back your employees and pay them, even though they may be … on the bench, as we say. Consider even bringing people back to have them on call, ready to work again when you are able to reopen your business.” (source)

Ronald Kruszewski – CEO of Stifel Financial

“Just because a business, whether it’s an RIA or anyone else, can technically apply for a PPP loan doesn’t mean it should.” (source)

Calvin Corriders – Regional President of Pathfinder Bank 

“We’re all in this together. We’re inextricably tied. Our local legislators, our federal legislators — they’re all sensitive, all advocating for the same thing we’re advocating for.” (source)

Sen. Chris Coons – Member of the Senate Small Business & Entrepreneurship Committee

“These are some of our most vulnerable small businesses. Because you know, if they got an SBA loan, they probably had difficulty getting a traditional bank loan. So these are exactly the companies we want to make sure know that for the next six months, they don’t need to do anything.” (source)

Steven Mnuchin and Jovita Carranza – Treasury Secretary and SBA Administrator, respectively

“We have noted the large number of companies that have appropriately reevaluated their need for PPP loans and promptly repaid loan funds in response to SBA guidance reminding all borrowers of an important certification required to obtain a PPP loan.  To further ensure PPP loans are limited to eligible borrowers, the SBA has decided, in consultation with the Department of the Treasury, that it will review all loans in excess of $2 million, in addition to other loans as appropriate, following the lender’s submission of the borrower’s loan forgiveness application.  Regulatory guidance implementing this procedure will be forthcoming. We remain fully committed to ensuring that America’s workers and small businesses get the resources they need to get through this challenging time.” (source)

Guy Crowgey – attorney for Crowgey & Associates

“Please make sure you clearly break out your PPP expenses paid for several reasons: your bank will want to see what the funds were used for, and also, for tax prep purposes. If you received $XXXXX in PPP funds, then your financial statements must also clearly show $XXXXX in PPP expenses.  Each expense should be clearly labeled PPP.  For Example: PPP-Officer Salary; PPP-Rent; PPP-Telephone.  This will allow everyone clear view of what the funds were used for.” (source)

George Soros – Chairman, Soros Fund Management and Open Society Foundations

“Any funds spent preserving worker paychecks and healthcare now will save money that would otherwise have to be spent on unemployment benefits and public healthcare later.” (source)

The post 19 Quotes from The Most Powerful People in Finance on Paycheck Protection Program Loans (PPP) appeared first on Specialty Answering Service.

Food Freebies

1. Krispy Kreme is also providing free dozens of their famous Original Glazed® Doughnuts on Mondays through Nurses’ Week, which ends on May 12th.
2. How about some coffee with those donuts? Wawa is offering free coffee of any size for healthcare workers and first responders until this crisis is averted.
3. And they’re not the only ones! Through June 1st, head to a Sheetz near you and enjoy free coffee for frontline workers.
4. Starbucks is serving up free tall brewed (hot or iced) coffees to first responders and front-line healthcare workers through the end of May!
5. Free Snickers? Hangry, be gone! Nurses and other essential workers can get a Snickers bar, on the house. Just sign up for your e-gift card and redeem it at Walmart.
6. If you’re a hospital worker who lives near Nando’s, get yourself some free peri-peri chicken takeout. The chain is giving out 50 free meals daily at every Nando’s in North America through May 17th.
7. What’s Polar Pop? First responders and healthcare professionals can go to Circle K and find out. The chain is offering free coffee, tea and Polar Pop to frontline workers.

Shoes & Apparel Freebies

8. Crocs is giving out free shoes daily! If you’re a healthcare worker, check out their site and enter to snag a pair.
9. Comfy scrubs. Check. Frontline medical professionals can head to Barco Uniforms and submit a request for free scrubs for as long as the COVID-19 crisis lasts. They’re donating 10,000 per month!

Travel Industry Freebies

10. Driving around Southern California? Honda is giving away free gas for healthcare workers through May 12th! Find out more about where and when here.
11. Are you a medical volunteer and need to get to Georgia, Louisiana, or Michigan to offer your services to hospitals that need your help? Fly free on Delta Airlines.
12. If you have to travel, you might as well get free parking out of it. Thanks to The Parking Spot, essential healthcare workers will enjoy free airport parking at any of their facilities through May 12th.
13. And, Airbnb is offering free or subsidized housing for healthcare professionals, relief workers and first responders near where they are working.

Family & Mental Healthcare Resources

14. Who takes care of first responders’ families when they’re taking care of us? Care.com can help. You’ll be able to find, manage, and pay for caregivers for your children, seniors, and pets. Access their premium services free for 30 days.
15. Frontline professionals can’t get through this pandemic alone, and Talkspace is equal to the task. They are offering 1 free month of counseling via text, audio and video calls with a licensed therapist using their Unlimited Messaging Plus plan.
16. Maybe you know that it’s time to talk to someone, but you would rather remain anonymous. Through NurseGroups.org, you can “meet” with other nurses to talk about the challenges that you’re facing, and the best part is that it’s both free and confidential.

Techy Freebies

17. Newsflash. There’s a cell phone network specifically built for first responders. FirstNet, part of the AT&T network, is offering 3 months of free wireless service to COVID-19 first responders. Not only that but becoming a new FirstNet customer gets you a $200 activation credit on a Mobile-Responder plan!
18. The American Nurses Association’s free webinar is titled Be Confident Protecting Yourself and Providing the Best Care to Your Patients during this COVID-19 Pandemic.
19. A free course on COVID-19 Pulmonary, ARDS and Ventilator Resources is offered by the American Association of Critical Care Nurses.
20. Osmosis.org has a bunch of online resources. From What You Need to Know to Guided Meditation to Yoga, it’s worth checking out. And, if you sign their #Raisethline pledge, you’ll get 3 free weeks of Osmosis Prime.
21. Need some new nursing books? Amazon’s Kindle has you covered. Thousands of options, all free!

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Event Venues

With weddings and graduations being sidelined all across the country, it’s not at all surprising that event venues have seen a drop in call volume over the last few months. Not only are people postponing or cancelling events, but without a definitive date when social distancing measures will ease, people aren’t scheduling any new events, either. Event Venue A experienced a 50% downturn from February to March, and another 73% drop from March to April – nearly double Event Venue B, which saw decreases of 27% and 36%, respectively. According to Wedding Wire, the average wedding utilizes about 15 vendors, e.g., the facility, photographer, caterer, stylist, and more. And those vendors employ a group of people to perfect every detail. So, the venues aren’t the only ones losing out.

Balloon & Flower Vendors

One might expect that if events are being cancelled, balloon and flower sales are also taking a dive. In the case of these two clients, one would be wrong. Luckily for flower shop owners, making the switch from storefront sales to online only enabled those originally non-essential businesses to remain open. And with no one actually able to celebrate birthdays and other major events in person, a bouquet of flowers, a bunch of balloons, and a drive-by party will have to do the trick. Balloons floated up by 33% from February to March and continued their streak into April. Flowers saw a 13% growth spurt from February to March, and another 37% upshoot from March to April. Whether for birthdays, graduations, Easter, Passover, or advanced orders for Mother’s Day, things are looking up for these retailers.

Commercial Cleaners

As we’ve come to appreciate, the companies that are dedicated to cleaning and sanitizing medical facilities and essential businesses are indispensable, and never more so than when a novel virus is carving its way through the population. A quick glance at the graph below shows that Commercial Cleaner A, based in New York – aka the hot spot of the coronavirus outbreak in the United States – has been inundated with calls, showing a 290% surge from February to March, with numbers continuing to rise another 32% in April. While Commercial Cleaner B’s usage is not as astronomical, they still had a 73% upswing from February to March in their California setting, before a nearly equal 71% downtrend from March to April, possibly the result of one-time March sanitization of the many establishments on lockdown.

IT Service & Sales

There’s nothing like an epidemic to force a crash course in how to turn your business from brick-and-mortar to work-from-home, virtually overnight. The amazing thing about technology is that we live in a time when radically changing your business model is not only plausible but feasible. A sudden shift in protocol means that the not-so-tech savvy will need help getting everything together. It makes sense, then, that two of our Business and Residential IT Service clients saw a spike in calls from February to March, springing up 78% and 143%, respectively. But a company that specializes in commercial IT Sales fell off by 52% between February and March as businesses began to close their doors, and dove another 53% into April.

School Safety

School’s out for the summer! And the restrictions imposed by the coronavirus have affected more than just educators and administrators. When you think of grade schools and universities, school safety personnel aren’t usually the first people who come to mind. Yet, especially in the days of Sandy Hook and Parkland, they are a vital part of a properly functioning institution. Unfortunately, school shootings aren’t the only incidents that claim lives on campus. According to the National Fire Protection Association, from 2011 to 2015, fire departments in the United States responded to around 4,100 structure fires in campus properties, 92 of which were fatal. As we can see, fire safety consultants for college campuses saw a 68% decline in call volume from February to March, which makes sense, given that hundreds of schools closed their doors. And as students hurriedly left their dorms, one campus’ emergency line had a 98% decline between March and April.

Hair Salons

Though a few states have begun to reopen businesses previously deemed non-essential, the vast majority of areas remain buttoned up. Stylists may be able to create videos showing you how to trim your own hair, but there’s no revenue in a DIY video, unless you’re charging for it. So, salons and spas have definitely lost out on a wealth of business – not only on regular cut and color appointments, but also on updos for prom, which some students held virtually. Salon A, in North Carolina, stayed steady through March, as the state did not institute mandatory closures of personal care and grooming facilities until March 25th. Calls subsequently fell by 59% from March to April. Salon B, in Georgia, had a 69% slump in usage between February and March, when local governments shut businesses down – despite not having an official order from the governor until April.

Mental Health Counseling

Not catching COVID-19 is at the forefront of everyone’s mind, which is why social distancing campaigns are in place across the globe. But what happens to mental and emotional well-being when we’re all staying at home, missing out on personal connections with family, friends, and coworkers? A lot, as it turns out.

Depression, anxiety, substance use, domestic violence and child abuse can and likely will get worse during this crisis, as past disasters have taught us. And, as time rolls on, mental health counselors will have a crisis all their own, trying to help individuals and families recover from the mass chaos brought on by such a tiny virus. For two mental health counselors in New Jersey, we see inverse call volume. But why has one decreased while the other increased? Perhaps Counselor A is not offering telehealth appointments, which could explain the 50% decline between March and April. Or maybe, location plays a role. Counselor A is based in the lower part of New Jersey, closer to the Philadelphia area and less of a COVID-19 battleground than northern parts of the state. Counselor B, who has seen a 231% climb in inbound traffic from March to April, is based in upstate New Jersey, just outside of New York City – which has a higher COVID-19 mortality rate than anywhere else in the country. If that’s not a reason to need a counselor, then what is?

Resorts & Hotels

So, what do you do when you’re bored out of your mind working from home? If you have the means and the mode of transportation, you go on vacation, or you plan one so that you can decompress when this horror story is behind us. That’s what two stateside vacation resorts have seen in the past two months, despite the fact that the travel industry as a whole has taken a big hit. If you’re going to be forced to shelter in place, you may as well do that somewhere with sun and fun, rivers, tubing, beaches, water sports, and most of all, a respite from the cares of the world. Resorts A and B have both seen usage upticks, the most prominent being Resort A – with a 192% burst between March and April. Resort B trailed quite a bit but still did well, showing 71% more inbound traffic. Of note, international Resort C experienced a 66% fall in usage during the same time frame. If no one is flying, they’re not going to be booking international vacations, no matter how great the mojitos are.

While we have some resorts doing well, our smaller stateside hotel clients are receiving less volume. In fact, according to the American Hotel & Lodging Association, hotel occupancy rates are projected at 20% or less, which will leave some smaller establishments with no choice but to close their doors.

Veterinary Medicine

They say that every dark cloud has a silver lining. And one of the most heart-warming silver linings of the ominous coronavirus cloud is that pet fostering and pet adoption rates have increased. Why? Because all you need is love! 4-legged, fur babies to bring a smile to your face and ease your pain while you shower them with cuddles. For the first time in years, many shelters are empty, and more dogs and cats in happy homes equals more vet visits. We looked at four veterinary practices, and all four showed increased call volume. Vet A had a 139% swell from March to April. Vet B’s calls increased in March, going up by 76% from their February usage. Vets C and D both increased February through April. There’s nothing like taking a disaster and turning it into a reason to spread joy and unconditional love – such a beautiful thing!

Food & Beverage

The food and beverage industry has endured all sorts of changes in the past two months that no one saw coming. If you’ve tried to get into the grocery store during senior hours, purchased hand sanitizer made by a distillery, or enjoyed curbside service from your favorite dine-in only restaurant, then you’ve seen the adaptability of businesses in your area, necessitated by the “new normal.” What we found particularly curious are two industries that have seen unexpected peaks and valleys, even in these crazy times.

The first, online alcohol sales. Bars are closed. Liquor stores are closed (but some now offering pickup). So, where do you go when you want a glass of chardonnay and your wine rack is bare? Storm your neighbor’s kitchen and trade a roll of toilet paper for a bottle of the good stuff? Nope. You have it shipped right to your door. For our online alcohol retailer, this manifested into a 55% increase from February to March followed by a 77% push from March to April.

Unfortunately, dairy suppliers have had less luck than their spirited colleagues. Regardless of the empty supermarket shelves at the onset of the pandemic, or the continued need for milk, butter and cheese, dairy farmers have been asked to dump milk because of a crippled supply chain. If you can’t guarantee freshness due to delays in delivery, then you can’t sell the product. That explains the 42% loss for our dairy client between February and March followed by a 14% decline from March to April.

Traffic Incidents & Vehicle Services

Of the industries we researched, we found a fascinating correlation between a few companies that are decidedly linked, though it’s not something that we would normally make the super short leap to connect. That’s why research is so cool! Let’s look at 1) the online alcohol retailer, 2) an alcohol level monitoring company, 3) a driving hotline, and 4) collision repair.

As we recall from our last segment, with bars and liquor stores closed, online alcohol sales have gained. And with people no longer having to leave their homes to imbibe, there are fewer drunk drivers on the roadways. The graph below shows an inverse relationship between the amount of online alcohol sales, a 77% rise from March to April, and the amount of calls received by a company that monitors breathalyzers installed in vehicles to prevent driving while intoxicated, a 10% fall during the same time frame. While the number of alcohol monitoring calls has not decreased by much for our client, we are grateful for any reduction in drunk driving. This story is echoed in cities across the country, with reduced DUIs between March and April.

Fewer drunk drivers on the road, in addition to the millions who are staying put with everything on lockdown, means fewer calls to driving and traffic incident hotlines – an 18% dip from February to March, and another drop by 44% from March to April. And, if the highways are less congested and people are paying more attention to the road instead of, well, just about anything else, there are less accidents, and thereby, less of a need for collision services. An 11% downshift for our auto body repair client between February and March, and another 12% fall in April.

Viruses don’t care who you are, where you live, or how successful you’ve become. They don’t wait for your finances to be in perfect shape so that you’ll be able to weather the storm when they strike. And they don’t ask what type of business you run, or how much their existence will interfere with your and your staff’s livelihood. There is no denying the massive impact that the coronavirus has had on our society and the world. But, with a little ingenuity, your small business can and will bounce back from this.

The post How COVID-19 Has Impacted Call Volume for Small Businesses – Multiple Industry Analysis appeared first on Specialty Answering Service.

Whether it’s by working at home, offering virtual services, or completely changing the business premise, companies are finding creative ways to stick around. Take a look at the varied approaches that businesses are using to survive, and maybe you’ll glean a bit of inspiration on how you can keep your small business relevant in the current economy.

Healthcare

One of the industries most affected by the COVID-19 outbreak is the healthcare industry. Hospitals are overrun and supplies are quickly depleting, but patients still need care. In order to protect the safety of employees and patients, hospitals have introduced protocols that seem straight out of a Hollywood blockbuster. Nurses, doctors and staff are covered head to toe in protective gear, while patients are isolated in cornered-off floors and sections of the hospital. And, to help keep up with the rising demand for hospital space and resources, thousands of temporary medical facilities have been popping up all over the country. Even medical students and retired physicians are being approached to help out.

While some hospital staff may not be able to work from the safety of their homes, many medical professionals have begun using telemedicine for routine check ups and exams, and encouraging patients to connect via online apps to help limit in-person interaction. For small physician and family medicine practices, seeing a doctor through video may even be better in some respects, not just for keep germs at bay. There are no waiting rooms or delays, and that makes it possible to see more patients in a day than the office would normally see in person. Virtual services will also enable you to reduce some overhead costs, such as medical supplies and utility bills. With many practices temporarily down-staffing, the extra patient load and limited expenses will ensure that employees can remain on payroll and insurance while we wait for the country to slowly reopen.

Telecommunications

Cable and Internet providers are also facing a challenging task, and without them, none of us would be able to successfully work from home or stay connected with each other. While customer service, sales and admin staff can telecommute, service technicians still need to be available for house calls. Here’s how telecom providers are making it work:

• Extending network capacity: With the amount of people now working from home and relying on online resources, strong Internet connectivity is a requirement for just about everyone. So, telecom companies have extended network capacity to support businesses working from home, to virtually connect teachers and students, and to provide high-speed devices for healthcare workers, among others.
• Offering digital tools: Offering online tools is an efficient way to let customers help themselves. Many service providers offer apps where users can check account balances, make payments, switch service levels, or check outage statuses, all in just a few seconds.
• Virtual troubleshooting: For basic connectivity issues that customers may experience, troubleshooting can easily be done over the phone.
• Staying outside of the home: When technicians do need to come out to a customer’s house for service, they’re often able to assist without ever having to come inside. For example, when I moved to a new house a few weeks ago, a service technician from Comcast arrived at my house, dropped off the new equipment at my doorstep, and switched the cable wires outside.

During a time where staying connected is as important as ever, some phone and Internet providers have also been prohibited from terminating service for customers who are unable to pay. Despite encountering any financial hardships that so many across America are feeling, small business staff can still have access to the resources needed for telework, whether they are connecting via an existing Internet connection or using mobile hotspots to get the job done. That is one less headache for businesses that are doing their best to shift to a work-from-home model in hopes of retaining revenue.

Manufacturing

Across the country, textile factories, and leading design and luxury companies are putting their time, talents and materials to use by creating personal protective equipment for medical workers on the front line. And they’re not the only ones switching gears to take care of those in need. It doesn’t take much Googling to find a whole slew of small businesses doing everything they can to make a difference. Here are just a few!

• Just because you used to make amusement park props, doesn’t mean you can’t drop the props and become a mask and shield manufacturer to help heroes work. That’s what one company did in Fresno, California.
• A liquor distillery in Chicago started making hand sanitizer, which had become so scarce that even hospitals were running out.
• A Los Angeles clothing designer stopped sewing clothing and began using their fabric to sew face masks. They’ve even offered free sewing for individuals with pre-cut material who need the extra protection.
• This Chicago bridal shop’s employees are making cotton masks for jails, hospitals, and residents.
• Two Los Angeles chefs have turned into pasta makers, donating an equal amount of pasta to the Los Angeles Food Bank and offering free pasta to hospitality workers who have lost their jobs and are struggling amidst the crisis.

Education

Schools and universities may be closed, but teachers and students throughout all levels have been hard at work trying to maintain some sense of normalcy. Educators are meeting with students virtually through applications such as Zoom and GoToMeeting, and using platforms such as Google Classrooms and Microsoft Teams to share assignments, homework, and resources.

Educators around the nation have been trying to stay connected with students in a creative way. In Georgia, band practice has gone digital, and PE teachers are still expecting their students to stay active. And we’re not just talking about grade school, high school, and university. If you run a small business that is centered on providing education – from language tutoring to software training to music lessons, and everything in between – implementing sessions using FaceTime, Skype, and a host of other platforms will give you the freedom to continue to reach your students, regardless of physical locale. This California bar took their Bar 101 class virtual and turned it into a Whiskeys of the World experience!

Veterinary Medicine

Similarly to the healthcare industry, veterinarians are making adjustments so that they can still see patients safely and keep our pets happy and healthy. While most veterinary clinics are open and accepting new appointments, they are operating with limited office hours. And now that several animals have tested positive for the novel coronavirus, telehealth for veterinary practices is spiking. If your local vet is scheduling, you’ll likely need to make a few adjustments to have your pet examined.

When I called my local vet’s office to see if I could schedule an appointment for my new dog (hello quarantine adoption), they instructed me on their clinic’s COVID protocol. When I arrive at their facility, I’m to call them from the parking lot to let them know I’m there. A vet tech will then come out to bring Rosie inside while I wait in my car. They’ll perform their normal routine and then send her back outside to mama. Easy peasy! So, whether in-house or on video, pet parents can rest assured that their little ones will get the level of care they need.

Health & Fitness

Health and fitness professionals have quickly figured out how stay connected with clients from a distance while continuing to motivate and encourage an active lifestyle. Gyms and personal trainers have begun hosting online fitness classes both in group and one-on-one sessions. Video classes can be pre-recorded or done via Facebook and Instagram Live, and many businesses are even throwing in free classes to help motivate more people to join in and stay active.

Organizations that hold annual charitable marathons in the Spring have begun hosting virtual 5k races where participants download an app that tracks their total distance or miles run over a specific time period. Whether you fly solo as a personal trainer or own a small Pilates or yoga studio, you can get in on the action and keep your clients and your financial bottom line healthy.

HVAC

Aside from emergency situations, some HVAC companies have ceased all in-home appointments for the foreseeable future. While certain units can be serviced from outside of the home, many require a technician to come in. Here are some ways that HVAC businesses have adapted their work-from-home protocols:

• Drive-thru parts pickup: If a piece of equipment requires a replacement part, service technicians can order online and pick up via drive-thru at their local warehouse.
• Virtual diagnostic: Just like cable and Internet providers, a lot of HVAC issues can be solved through basic troubleshooting over the phone. For example, checking a thermostat, or cleaning or replacing a filter. Virtual diagnostics can also be used to help determine if a service request is routine and therefore can be scheduled for a less chaotic time or if it’s urgent and needs immediate service.
• No contact service call: If a service technician needs to come out for an emergency, they are following a “no contact” policy. The homeowner will first open all necessary doors for the technician before they come through. The tech will go directly to the equipment that needs maintenance and leave the same way they came in. Any communication that needs to happen between the homeowner and the technician is done via cell phone from separate rooms. At the end of the job, the homeowner will receive their invoice online.

Retail

Brick-and-mortar stores may be closed to the public, but customers can shop online via websites, contact customer service, and receive assistance with questions, exchanges and refunds. Many retailers have even been offering discount COVID codes and other fun incentives to help encourage customers to shop.

For essential retail establishments such as grocery stores and pharmacies, new ways of shopping are being introduced every day, and stores have been reconfigured to help control the flow of foot traffic. Bicycle shops, also considered an essential business, are doing repairs via curbside drop off and have added bicycle delivery to the mix. In Connecticut, business owners of an old toy store have gotten creative by offering FaceTime appointments so customers can virtually browse the store.

Personal care businesses like salons, spas and barber shops have hopped on the inventive bandwagon, as well. Nail salons have begun selling personalized at-home manicure kits while hair salons and barber shops have been sharing video tutorials so customers can try cutting their own hair at home. Switching up product sales during lockdown and creating short videos will make your small business memorable. And, don’t worry. DIY nails and hair will be short-lived. Once doors reopen, people will be clamoring for beauty-done-right!

Food & Beverage

In an effort to keep both chain restaurants and mom-and-pop eateries in business and workers employed, many food and beverage establishments have continued to offer take out, drive-thru and delivery services, as well as curbside pick up options.

In addition, restaurateurs started creating DIY food kits that can be ordered online or over the phone to continue serving loyal patrons while keeping everyone safe. Customers can support the restaurants and eateries they love and keep the community going! Some food chains have turned their headquarters into a drive-thru safe haven for truckers and other essential big-rig delivery drivers who would not be able to fit through a normal sized drive-thru. Wine and spirits got in the game, too, with wineries offering virtual tastings and liquor stores offering curbside pick up. And this taco shop temporarily re-branded itself into a drive-up general supply store, maintaining job security for its employees and serving its community with pride.

Entertainment

In a time when everything feels uncertain and scary, we look to those who can help take our mind off of the negatives and instead encourage us to laugh and sing our way through life. Artists, athletes, and more are offering their support, raising money for pandemic relief and hosting a sweepstakes that benefits national food banks where you can win a chance to host the Ellen DeGeneres show, spend studio time with Ariana Grande, play golf with Bill Murray and Justin Timberlake, be in Scorsese’s next film, design and call a play at an Eagles game, and a bunch of other unbelievable experiences. Local artists are streaming live and using the proceeds to support other artists whose finances are stretched or nearly gone as venues remain closed. Disney is keeping kids smiling with a Family Singalong Event. Even the Grammy Museum has turned to an online model, featuring new artist public programs, education, and virtual exhibits.

While not all performers have celebrity status, all performers have a job, and that is to entertain an audience. If you’re a local artist or run your own entertainment business, you can utilize the same principles to continue amazing your own audiences virtually. In Hawaii, a local music producer along with other native Island musicians created a free concert for audience members to tune into. In Pennsylvania, a local band performed a social-distancing appropriate curbside concert for the neighborhood. And a prominent California muralist is inspiring people with art. So, laugh, sing, create – and we’ll all get through this together!

The post Roundup: How Small Businesses are Staying Open and Serving Customers During COVID-19 appeared first on Specialty Answering Service.

When times get tough, we look for guidance. For small business owners, that means looking to business leaders for their views on how the economic stall from the pandemic will play out.

Check out what some of the world’s business leaders had to say about the COVID-19 pandemic and what comes next:

Oprah Winfrey – American media executive 

“I was struck by the work these organizations are doing and while everyone’s priority right now is to stay safer at home, I know there are many of us looking for ways to help.” (source)

Bill Gates, CEO and founder of Microsoft

“If we make the right decisions now—informed by science, data and the experience of medical professionals—we can save lives and get the country back to work.” (source)

Tim Cook and Sundar Pinchai – CEOs of Apple and Google, respectively

“Through close cooperation and collaboration with developers, governments, and public health providers, we hope to harness the power of technology to help countries around the world slow the spread of COVID‑19 and accelerate the return of everyday life.” (source)

Mark Cuban – Entrepreneur, owner of Dallas Mavericks

“The CEO is of no more importance than somebody cleaning the floors or that takes a bucket and mops the floors. I think that this is a time as a reset where we really have to reevaluate how we treat workers, how people are paid, how can we get them into a role where they receive an equity as part of their compensation. So that they’re not having to live paycheck to paycheck, they have something that appreciates. All these things I think are important as we go through this reset in business.” (source)

Sam King – CEO of VeraCode, a cybersecurity company

“I wish there was an easy solution to these issues but there isn’t. My ask is to do the best you can. I also recommend that you not fall into the temptation of having every waking hour be a work from home hour just because it can be.” (source)

Mark Zuckerberg – CEO of Facebook

“I’m very proud about how our teams around the world have pulled together to support people – getting accurate information, fighting misinformation, supporting small business and their recovery – making sure that important social and communication services that people rely on to keep in touch with the people they love, stay stable and running.” (source)

Mohammad Ali – CEO of International Data Group

“You’ve got 3,000 to 4,000 people at home and they need a community. We have been creating online communities that have nothing to do with how much you’re going to sell this week.” (source)

Michael Hansen – CEO of Cengage 

“The one thing I’ve personally learned is you’ve got to get ahead of the curve, don’t try to deny it or put your head in the sand, and wish for the best. These are the times when a culture and an organization gets tested.” (source)

Kelly Frederickson – CEO of MullenLowe

“Most consumers don’t mind hearing from brands as long as it is a solution,” where we are not trying to sell something, but we are trying to solve something.” (source)

Jennifer McNamara – CIO of Washington state’s Department of Health

“One thing I tell my teams is: ‘slow is smooth and smooth is fast’,” she says. “Speed is important, but if people are moving too rapidly, they can miss the big picture and end up solving the wrong problems.” (source)

Warren Buffet – CEO of Berkshire Hathaway

“There will be interruptions, and I don’t know when they will occur, and I don’t how deep they will occur, I do know they will occur from time to time, and I also know that we’ll come out better on the other end” (source)

Arvind Krishna – CEO of IBM

“When we look at the usage of AI and cloud, I think it is especially going to accelerate also not just us, but how our clients are going to go on their digital transformations. And I believe this crisis is only going to accelerate that as we go over the next few months.” (source)

Michael Dell – CEO of Dell

“We are all navigating this new normal together. As we lock arms virtually and try to help one another in the ways we can, our vast world suddenly feels a little smaller and a lot more connected. And for that, we are grateful.” (source)

Mike Krieger – Cofounder of Instagram

“In San Francisco alone, there are over 12,000 small businesses that employ more than 350,000 people. The coronavirus pandemic is threatening to permanently close many of these, leaving staff unemployed and owners at-risk. But one concrete, meaningful way that we can help is by purchasing gift cards. It’s a seemingly small gesture, but it means that the business gets income today to stay afloat through the crisis.” (source)

Bob Swan – CEO of Intel

“Today, we are witnessing what will surely be remembered as a historic deployment of remote work and digital access to services across every domain, including medicine, education, government, entertainment and more. In the coming weeks and months, services will be further digitized as the creativity of a massive work-from-home population gets rolling.” (source)

Tami Erwin – CEO of Verizon

“I don’t think we will ever go sit in a doctor’s waiting room when we’re sick again,” she said. “We will use telemedicine. The technology that’s available will change health care, will change education, will change a lot of things. And I think 5G is going to fuel that.” (source)

Brian Cornell – CEO of Target

“It’s safe to say that sitting here today, America is largely out of business, as many industries have idled capacity, as consumers are staying at home, working from home. Schools are closed, it’s a very unique environment that none of us have seen before, and there is no playbook for how to react in this environment. We’re writing the script each and every day” (source)

Kevin O’Leary – Entrepreneur and co-star of Shark Tank

“The key is to keep the DNA of the business intact so that when we come back out of this incredible, unique situation, we have all the building blocks we started with before to spring right back into business.” (source)

The post 18 Inspiring Quotes from Business Leaders During the COVID-19 Pandemic appeared first on Specialty Answering Service.

Below are a few examples of some local businesses going above and beyond to help others. We hope you find them as inspiring as we did:

1. Denver company gives away free eggs for Easter

• Location: Denver, CO
• Source: KDVR / FOX 31
• Summary: Sarah Lair and her team at Five Eggs Meal Delivery have already been hard at work preparing and delivering full meals around the Denver area. After seeing a shortage of eggs at local grocery stores, she “hatched” the idea to give eggs away to families so that children will have eggs to dye and decorate for Easter.

2. Sacramento restaurant donates all of its March profits to help closed eateries

• Location: Sacramento, CA
• Source: GOOD DAY /  The CW 31
• Summary: Sacramento’s first vegan burger shop set up a relief fund using all their profits from the month of March to support other restaurants and eateries in the area who have had to shut their doors due to the COVID-19 pandemic.

3. Local business supports healthcare workers

• Location: Winterville, NC
• Source: The East Carolinian
• Summary: Simple and Sentimental, a personalized gift business, has begun using their laser cutter technology to mass produce face shields and Personal Protective Equipment (PPE) for hospitals and medical facilities across the United States. They have set up a GoFundMe page to fund their efforts and have already raised over $5,800.

4. Vermont Glove retools to make masks

• Location: Randolph, VT
• Source: WCAX 3
• Summary: Vermont Glove, a 100 year old, family-run leather glove manufacturing business is switching gears and is now focusing on producing cotton face masks in response to the pandemic. Thousands of masks have already been sent all over the country for use by hospitals, law enforcement, and the general public.

5. Small businesses find ways to survive COVID-19 shutdowns

• Location: Camas, WA
• Source: The Camas-Washougal Post Record
• Summary: Small businesses in the town of Camas, WA are coming up with ways to support their community during these challenging times. Papermaker Pride, an apparel business that sells Camas-themed apparel launched a campaign to raise money for local programs and resources that support low-income families. Joe Orlando of the The Electric Panel, a local coworking space, is using his skills and technologies to create a “virtual triage center” for local business owners to virtually meet and discuss ways to identify ways to make it through the pandemic

6. Reno’s weekly kindness report: food for the soul

• Location: Reno, NV
• Source: Reno Gazette Journal
• Summary: Bishan Singh of India Kabab and Curry is serving 100 free meals from 12pm to 3pm each day to anyone in need of a hot meal during the pandemic.

7. Flemington business owner launches online apparel store to benefit local companies

• Location: Flemington, NJ
• Source: NJ.com
• Summary: Brandon Gano of Twisted Ink, a screen printing and embroidery company, recently launched Here for Good Central Jersey. Through his operation, local businesses can reach out and have him create t-shirts with their logo/branding on it for free. He then sells the shirts on the Here for Good Central Jersey and splits the profit with that business.

8. Sign Pro Imaging keeps spirits high with inspiring signs

• Location: Lima, OH
• Source: WLIO News
• Summary: Sign Pro Imaging Inc. created inspiring lawn signs for their local community to keep spirits up during these troubling times. All profits generated from purchases of the sign go towards the local food bank as well as towards purchasing Personal Protective Equipment for local medical personnel.

9. Philly-area organizations inspiring community spirit as COVID-19 cases rise

• Location: Philadelphia, PA
• Source: Philly Voice
• Summary: Matt Cahn, co-owner of Middle Child sandwich shop, took to social media to encourage his following to donate so that he could provide free meals to doctors and nurses helping the fight against the Coronavirus in nearby hospitals. So far he has raised over $15,000 in donations and has been able to keep his employees on and continue to provide meals to front line medical workers. You can donate to help Matt and Middle Child continue their efforts through Venmo by using this link or through the Venmo App to the username @middlechildphilly.

10. Downtown restaurant spreading hope with inspirational wall

• Location: Bakersfield, CA
• Source: 23 ABC
• Summary: Locale Farm to Table, a local restaurant in Bakersfield, CA,  started an inspirational sticky note wall in their restaurant to allow customers to provide messages of hope and support to others coming in to pick up their takeout orders.

11. Navarre Hair Studio re-opens for a day to cut hair for first responders

• Location: Navarre, FL
• Source: ABC 3 WEARTV
• Summary: After weeks of being closed due to pandemic restrictions, Chuck and Halsey Cruies of Cruies & Co. Hair Studio opened for one day to provide free haircuts for first responders in the surrounding area.

12. Tucson is clearly a town of innovators. Here are 5 inspiring local business pivots

• Location: Tucson, AZ
• Source: tucson.com
• Summary: Here are 5 local businesses in Tucson, AZ that are stepping up and aiding their community by providing art supplies for pickup, offering “surprise” book bundles, a local toy store switching to e-Commerce and providing free shipping, a produce business owner delivering fresh produce right to residents’ doors, and a local cinema allowing people to rent recently released movies.

13. Local business woman gives out free soap to those in need during Coronavirus pandemic

• Location: Indianapolis, IN
• Source: WTHR / NBC 13
• Summary: Victoria Thomas-Bodie, owner of The Pink Tub, make organic soaps and lotions and is now giving them out for free to help individuals in her local community stay safe and healthy during the pandemic.

We’re all coping with a lot right now. As a result, how small businesses connect with their community is more important now than it ever was. If you have an inspiring story you’d like to share, please contact us on Twitter or Facebook. We’d love to hear what your small business is doing to help the local community.

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Despite social distancing mandates, the blight of COVID-19 has actually brought people closer together on a humanitarian level. Maybe you’ve checked in more with family. Maybe it’s made you more aware of the needs of the elderly or disabled in your community, or increasingly grateful for medical professionals and other first responders. With true face-to-face communication at a standstill, we’ve been pushing the limits of technology as we maintain contact with our social networks. And for business owners, enhanced communication has never been more critical than it is now.

In some respects, an organization’s availability translates to reliability. When customers have an abundance of ways to connect with you, and when you promptly and effectively respond to their questions and concerns, you build trust and the likelihood of repeat business. So, if you already have a business contingency plan in place, a strong online presence, and an answering service managing inbound calls 24/7, you’re a step ahead of the game and well-prepared for the unexpected. On the flipside, if this situation has undeniably highlighted holes in your communication strategies, then you have some work to do to keep yourself afloat. Just a few changes will improve connectivity across all channels.

#1 – Coordinate Website & Social Media Updates

First things first, update your website, and be sure that information is changed as the situation evolves. Include details such as:

Open / Close Hours

• Open hours during which patrons may visit
• 24/7 availability, depending on the type of business
• House calls or technicians’ hours

Contact Methods

• Standard contact
• Website and Social Media contact
• Emergency support contact

Products / Services

• Changes to pricing or availability of certain products or services
• Order lead time or delivery delays

COVID-19 Precautions

• If house calls or technicians’ visits are necessary, spell out how you will protect your employees and customers from COVID-19. For example, “All of our technicians are equipped with protective outerwear, shoe covers, gloves and face masks to minimize the risk of spreading or acquiring germs.”

You’ll also need to use social media outlets to let customers know that you’re still operational and here to help. If you’re in a time crunch, there are social media management tools that enable you to update all social media accounts simultaneously. Set time aside each day to update platforms with consumer tips, pictures from the field, new developments, inspirational stories, and anything else that will put an encouraging spin on a challenging situation. Welcome customers’ comments and personal experience, and follow up so that they know you’re listening. Show them how much you value their continued support. Then, when this crisis is behind us, your reputation for being a gracious business owner will precede you.

#2 – Send Text & Email Blasts

If you haven’t already sent out a mass communication to your customers, create a bullet-points list that echoes the information posted on your website, and include an introductory message from the owner or CEO regarding the company’s response and commitment to serve customers, come what may. That personal touch goes a long way, and it is more important now than ever. We all have the same concerns. It’s best to address them directly, from the top.

Don’t forget to include quick links for contact by phone and email, as well as links to your website and all social media pages. Before you click send, check to see that you have the appropriate text and email consent on file. Be mindful that FCC guidelines protect consumers from receiving unsolicited text and email messages.

#3 – Offer Video Chat

A slew of businesses and social networks are jumping on the video chat bandwagon, using services such as Skype, Webex, GoToMeeting, and Doxy.me, among others. Many are end-to-end encrypted (research each service to look for these features), which makes them accessible for a variety of industries. It’s as easy as sending a link via text or email to your customer or patient and signing on at the scheduled time. Though it is not a viable solution for everyone, it affords the ability to stay connected and offers peace of mind to those you serve.

#4 – Whenever Possible, Enable Remote Working

Having a cloud-based CRM and ticketing system such as Zendesk, NetSuite or HubSpot, means that any employee with an Internet connection can access data and respond to customers’ queries, regardless of location. Some systems will even present an alert if colleagues are working on the same ticket simultaneously, which saves time and prevents doubled efforts. Couple that with a cloud-based phone system such as RingCentral or Grasshopper, and your team will be able to maintain the high-level customer support that you’re known for, all from the comfort of their shelter-in-place.

At a time when the job market is so uncertain, one key takeaway here is that establishing a remote-working protocol just may be the one thing that boosts job retention for millions of people. Having a robust work-at-home plan benefits customers and employees alike. Once established, it will always be available as a failsafe. And, from an employee’s perspective, knowing that you still have a steady paycheck is invaluable.

#5 – Consider an Answering Service

Much like the national run on toilet paper, people start scrambling when they realize that the goods and services on which they depend may not be available in the short term. With this, you may see a swell of inbound calls from people wanting to know exactly where things stand. Yes, this information is on your website and social media outlets and was sent via text and email. But there is nothing like the reassurance of speaking with a live agent.

For example, SAS offers a free answering service. through our two-week free trial period. With that comes a number of benefits, including customized upfront greetings, warm and cold transfers to you or your employees, reach on-call for emergencies, appointment scheduling, message delivery by text and email, integrations with a variety of CRM software, and more. Depending on the service, you might pay per-minute or per-call after the trial period has ended, and plans can be adjusted based on pre- and post-COVID call volume. Customers will appreciate being able to reach someone, even if your offices or storefronts are closed. And you’ll appreciate never missing a call or having to wade through a flood of voicemails.

We’re lucky to be living in a time when reaching out to people has never been easier, and nothing drives that point home more than when a single virus shuts down half the world. Whatever your industry, and however large your customer base, communication is the backbone of every powerful business. Strengthen your approach now, and you’ll fortify your bottom line in the midst of, and well after, the COVID-19 crisis.

The post 5 Ways to Help Your Business Communicate Throughout the Coronavirus Crisis appeared first on Specialty Answering Service.

Small business owners are risk takers. They are a confident breed who choose to create their own destiny rather than be a chapter in someone else’s story. And, for small business owners, giving up on their dreams is never easy.  When times are tough and defeat is knocking at the door, there’s usually a good alternative. But, with this new reality, small business owners are facing an incredible and painful situation where they may not see continuing to be in business as an option. Millions of small businesses are facing this situation – and worse, it’s not something they can control.

Small businesses are a big deal

At Specialty Answering Service, we love small businesses. They are the backbone of what we do. Answering calls for small businesses is what keeps us in business – and small businesses keep the US economy in business. Just how true is that? Very. Consider these facts:

• There are over 30 million small businesses in the US
• Small businesses as a whole employ around 58 million employees
• Small businesses account for over 60% of new job creation

Small businesses are not just essential to the people who own and manage them, but they’re essential to our community and our economy’s growth as a whole.

10 ways you can help small businesses today so they’ll be there for you tomorrow

Small businesses are key to our way of life in the US, and they need our support now more than ever. We’ve listed 10 ways you can help them out below.

#1. Choose small business over big business and shop local

While leisurely shopping may be off of your to-do list during a pandemic, you still need your essentials. Instead of shopping at your big name stores like Costco or BJs, see if you can get toilet paper and other essential items at your local corner store instead. And don’t assume just because a store is closed, they aren’t doing business. In the current climate, storefronts are closed because of mandatory shut downs, but the businesses are still open. And, if they aren’t physically open at their location, they may be working remotely.

If you do find yourself wanting to online shop for non-essential products, try not to open up your Amazon app. “But it’s so easy – they have everything and I can check out with just one swipe.” We know, but a conglomerate business who has the means to donate millions of dollars during a pandemic isn’t struggling to pay the bills. However, your neighbor who recently started her own business making and selling candles very well could be. If you’re able, support those who need it most.

#2. Amazon supports small businesses too

If you’re hooked on Amazon, you can make smarter, small business shopping choices. While Amazon as a whole is a multi-billion dollar venture, about half of all units sold on Amazon are from small and medium-sized businesses. Just last year, Amazon released 50 new tools and services to help provide small businesses with more opportunities for growth, like offering brand analytics and eliminating storage fees.

So, how do you find small businesses on Amazon? Through the Amazon Storefronts feature which is a way to highlight and showcase small and medium sized businesses. Each week they showcase different products and provide information so you can learn more about who you’re buying from!

#3. Order takeout from your favorite restaurant

Restaurants, cafes, bars and all types of food-serving establishments may be closed to the public, but are still offering takeout/delivery options for their customers.

If you’re trying to retain a sense of normalcy when everything feels chaotic, keep your Saturday night tradition going and order take out from your usual spot. The restaurant will be grateful for your business and your kids will be grateful for a night off from dad’s cooking. Throw in UberEats and DoorDash and you’re supporting your local Uber drivers as well.

#4. Buy a gift card you can use later

For businesses that aren’t able to offer virtual classes or take out options like beauty salons or massage therapists, it is proving to be an incredibly difficult time. However, you can still help out by buying gift cards or certificates to use at a later date. Buy some for yourself and for others to use as gifts for birthdays, holidays or just because!

If you aren’t able to go into the store to purchase the gift card, see if you can buy one from their website or if they’re offering vouchers over the phone.

#5. Help them stay relevant on social media

If funds are tight for you right now, don’t worry! You can still help small businesses without spending a dime simply by keeping them relevant on social media.

Many social channels like Instagram or Facebook operate via an algorithm based on the number of “likes” or “shares” a post gets. So, the more attention a post gets, the probability that more people will see it is much higher. More people seeing a post means more opportunities for that business to succeed. If you love your local small business, tweet about them, write about them on your wall and tag them to spread the love. If you’re not in a position to spend money, helping spread the word about how much you love your local business is just as good.

#6. Look for alternatives instead of canceling

When crisis hits, many people look to cut costs wherever they can. However, this can have a serious impact on small businesses that rely on the income to stay operational. Depending on what type of business(es) you’re working with, there are other ways to cut costs instead of cancelling. Here are a few:

• Decreasing your service plan: If you use a business that charges a monthly fee, see if you can temporarily downgrade your plan to a lower option instead of canceling altogether. Having an active account will be beneficial to your own business as they can still handle calls on your behalf, but you’ll be saving money as well.
• Rescheduling appointments: For small businesses that rely on appointments, see if you can reschedule your appointment to a time when things are less crazy. That way they can still keep your business, and you can wait to dish out the money.
• Take credits instead of refunds: If you do happen to cancel a service or subscription, see if they can just credit your account instead of issuing a refund back to your credit card or bank account. In the event you do want to pick service back up when everything settles, you can use the credit to your advantage. Think of it as a future gift to yourself!

#7. Check if other services are available

During this time, small businesses are trying to come up with new ways that they can still offer services without having to actually open their doors, and many are using video technology like Zoom or Google Hangouts to interact with customers. Here are some different ways professionals are working to stay in business, and how you can help.

• Fitness: Gyms and fitness centers have been offering virtual training classes online both in group sessions and one-on-one classes.
• Education: Educators of all types have been teaching classes through Zoom meetings and have been able to work with parents to ensure students are adjusting well to the changes.
• Health & Wellness: Doctors and medical professionals have been practicing telemedicine, meeting with patients via phone call or video conferences.

#8. Refer a friend

If you aren’t in the position financially to help out your favorite small business during this time, you can still help out by referring your friends, neighbors, or anyone else you may come across (at an appropriate distance of course). Customer referrals are important for a small business because not only does it help get their name out there, but it also helps solidify new customers.

For example, if I was looking for a new product to use on my hair and my best friend referred a brand to me, I would trust her judgement and use that company. People are more willing to listen to their friends’ suggestions rather than blindly trusting an advertisement they see.

#9. Leave a positive review

If you’ve already referred your friends and family to your favorite small business, try also leaving a positive review online. Like many people, if I don’t personally know anyone with a first hand experience with a specific business, my next step is to read online reviews.

While they may not always be an accurate representation of the business or product you’re interested in, they do provide a helpful insight into other customer experiences, and every new positive review may just lead to new business opportunities.

#10. Donate to an organization

When crisis and tragedy hit, people come together in remarkable ways to try and help each other out. There are many organizations across the United States that have been created to help grow and protect small businesses over the years, like the Women’s Business Development Center or the Minority Chamber of Commerce, among others.

Donating to one of these organizations is a great way to help not only your local small businesses, but small businesses everywhere. Here are a few more industry-specific organizations, as well as their respective relief outlets and resources.

• National Restaurant Association: The Restaurant Employee Relief Fund was created to help restaurant employees during the COVID-19 crisis.
• National Retail Federation: The NRF represents retailers across the US and offers many resources to help aid retailers, including the CARES Act.
• Farm Foundation: The Farm Foundation helps farmers in the agricultural industry. During a pandemic as impactful as COVID-19, it’s important that we work towards creating and maintaining more advanced agricultural practices that will help sustain our country’s food supply.
• United States Telecom Association: USTelecom is an organization that helps businesses in the broadband and telecommunications industry and are working to keep businesses and people alike connected during these times.

Specialty Answering Service help small businesses answer their telephone calls, improve their customer service, and keep their customers happy so they can grow. Learn more about our answering service for small business solutions.

The post 10 Things You Can do Today to Support Local Small Businesses appeared first on Specialty Answering Service.

We are actively monitoring the Coronavirus (COVID-19) situation and wanted to take a moment to share our Business Continuity plan with you.

As a telephone answering service and call center leader, we are honored to partner with thousands of businesses throughout the US and the world, providing reliable 24/7 customer service and sales support to power your growth. Despite the uncertainty of COVID-19, we are expecting to deliver the same level of amazing 24 hour customer service our clients have come to expect. We have the following measures in place to ensure your continued success with Specialty Answering Service:

Availability of our call center staff

Specialty Answering Service’s call centers and call center partners have employees in all departments who work remotely, as well as on-premise employees at the call center and answering service locations. Call center agents are equipped with technology that allows them to interact with your customers in a secure environment while working remotely. Through VPN technology and cloud based call center systems, our agents are able to represent your business 24/7, regardless of their location or the status of their physical work environment. We feel confident in our ability to provide you the level of continuity you would expect from a top answering service provider.

Availability of our software

For those customers that rely on our answering service mobile app or our online portal to monitor your account activity, our technical platforms are cloud based and built on enterprise level platforms like AWS, Twilio, Asterisk, and others. If there are failures in our systems, we have DevOps engineers available 24/7 to remotely troubleshoot.  For other technical service providers, such as the platforms our customer service team uses to track tickets, we partner with organizations that have always been forward thinking.

Thank you for entrusting your business to Specialty Answering Service. We are grateful for the role we play in your business and are as committed as we’ve always been to ensuring your success. We wish you safety and wellness during this challenge.

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