What should companies be prepared to do to attract UK-based Chinese customers when reopen?
On Monday 12th April 2021, we will see non-essential retail open up again, along with gyms, nail bars, hairdressers and outside dining.
These have been absent, on and off, for the best part of a year.
So what should companies be prepared to do to attract UK-based Chinese customers?
1. Covid 19 safety!
Temperature checks, sanitation and social distancing, are the basics, but contactless payments, and additional measures such as extra space, especially when dining, is critical. China has kept Covid 19 at bay since June last year, and Chinese customers will not shop, dine or visit you if safety is compromised.
2. Mask wearing
Mask wearing is commonplace in China, even when you have a common cold. Chinese customers expect to see all staff wearing masks and shields, without exception.
3. Click and Collect and non-human contact services
If possible, retailers should offer click and collect services, or ways to serve customers with the least compromise to safety. Easy and free returns on eCommerce sales, and/or easy click and collect services.
Chinese customers are much more likely to opt for the safest route possible.
4. Communicate
Whatever measures you have in place, be sure to communicate them to your Chinese customers via your Chinese social media channels. Ensure any questions are answered in a timely fashion and do take enquiries seriously. Take on board customer feedback; sometimes a small change makes all the difference.
5. Educate
Make sure all your customer facing staff are trained and know what to say concerning Covid safety. There is nothing more concerning than inconsistent messages from staff to customers.
Let’s hope this was our last lockdown and we can look forward to businesses thriving again.