As a business owner or administrator, you know the risks of noncompliance with Covid-19 regulations. From fines to the danger of a potential outbreak traced to one of your locations, it is important to manage risk by becoming compliant with external Covid regulations, as well as developing your own internal Covid protocols.
Another factor that leaders need to be considering is the impact of Covid compliance on the online reputation of your business. We will take a look at how the prevalence of reviews, mystery shopping, and digital tools can impact and heighten the stakes of your Covid compliance.
Look for ‘Lighting Rod’ Compliance Reviews
There’s nothing like a Covid-related review to strike up contempt—or put customers at ease. Ensuring Covid compliance can lead to more glowing reviews.
The following reviews both relate to Covid compliance in restaurants and were left only a few days apart during summer 2020.
As you can see, Covid has opened up a whole new category of complaints. Beyond general cleanliness, customers are looking to see that Covid-specific protocols are in place. The next review is an example of a Covid-era experience gone right.
This diner glows about the safety and overall experience of her visit to the Harry’s restaurant. With Covid compliance, you can open your business up to a new category of positive reviews as well.
To ensure compliance, you will want to be monitoring across platforms—such as Google Business Profile, Facebook, Yelp, TripAdvisor, and BBB—to avoid relying on one site for all of your feedback.
Mystery Shopping During COVID
Mystery shopping, a longstanding best practice across industries, has become even more important during the Covid pandemic.
For example, the parent company of Let Us Respond, Shoppers’ View, has adapted client programs to include protocols addressing COVID-related health and safety issues.
These programs help to ensure that staff is following these protocols, as well as provide feedback on the customer experience in this uncharted territory in retail shopping.
These services help businesses like yours to:
- Monitor employee compliance with new health and safety measures
- Evaluate how new protocols are executed and where there might be room for improvement
- Access unbiased and detailed evaluations of the shopping experience
- Provide positive feedback when appropriate and corrective direction for staff if needed
In addition to review management, mystery shopping is another effective way to monitor and evaluate your Covid compliance strategies.
Utilize Covid Compliance Features on Google Business Profile
With the Business Profile feature on Google (formerly Google My Business), there are built-in ways to keep your customers up-to-date on your business’ adaptations throughout the pandemic.
Google Support has posted the following updates regarding Covid compliance features:
“If your business is affected by COVID-19, update your Business Profile to provide the most accurate information to your customers. You can provide updates about your business to customers such as:
- Your adjusted hours of operation, for instance if you close early.
- Add “More hours” that describe other business operations such as delivery, takeout, and drive-through.
- Select an attribute to show you offer online services such as classes, appointments, or estimates.
- Delays on specific business services.
- Extra services you are providing for the community.
- If your business is ‘Temporarily closed’.”
By using these features, you are helping to set customer expectations and provide accurate information in an ever-changing marketplace, subject to changing regulations.
Need Help Checking for Covid Compliance?
If you’re looking to build customer relationships through review management across channels, mystery shopping, and/or profile monitoring, connect with the experts at Let Us Respond. Our experienced team will help you manage your reputation across platforms for ultimate success.