Some Suggestions for Navigating the Coronavirus Slow-Down
Reaction(s) to the coronavirus are coming at us fast…and I hope that you are doing your best to remain calm, stay focused and keep things in the proper perspective.
There is much unknown in front of us. Most of us have never been in a situation like this…personally or professionally, and that can be scary.
I started the day by constructing some insights and suggestions for Window Depot USA dealers across the country, but then it dawned on me:
Those of you reading this who are NOT a member of the WDUSA network… We might be competitors, but we are still a community… We have all built our careers on remodeling, and we all depend on remodeling activity to feed our families.
It’s in that light, that I offer these thoughts…from my perspective:
Business Activity
Yesterday I polled 10 of our partner locations, and many of our dealers have NOT seen appointment or install cancellations as of yet.
– I believe most dealers will start to see appointment cancellations this week, affecting orders next week. My gut would tell me to expect a 33-50% decline in orders placed next week.
Remember: “Pandemic” does not indicate danger of the virus, only how quickly and how far it’s spreading. My hope is that as testing capabilities increase here in the US, the statistics will start to paint a more accurate picture of the danger of this virus. And if that danger looks comparable to other strains of coronavirus, the public will start to calm…and treat this with the needed urgency, but without panic.
If that happens…I believe this will unfold in more of a 9/11 or 2008 fashion…an economic slow down, not a complete stoppage.
Proactive Communications
My perspective is that you all should be doing everything possible to sustain appointments and installations, as long as you’re taking both recommended and common-sense precautions. And the only way to do this…is through proactive communications.
Communicate with your employees and installers. Let them know that you’re doing everything you can to continue with project work, but that under no circumstance is it acceptable to come to work with any flu or cold-like symptoms. Further, let them know that everyone must be paying hyper-attention to personal hygiene and the respect of personal space.
Communicate with your prospects and customers. If you’d like to see an example of some of the communication scripts we’re using, scroll to the bottom of the article. Make sure, if you use this script, you are abiding by the statements contained therein.
Communicate with your Vendors. Just as you are concerned with a slow in business activity, and about your cash flow…so are your vendors. Do your best to stick to payments you owe, just as you are expecting those who owe you, to pay. Often, the stoppage of routine payments can exacerbate panic. Whatever you do…make sure you’re communicating with your supply sources.
Please SHARE
The strength of a community, and of a family, lies in the commitment to support one another. I ask you…please SHARE. Share with friends in the remodeling business. Share with competitors (yes, you heard that right). Share on social media channels.
Market share is abundant. There’s enough for all of us. So don’t be afraid of sharing with the remodeling community. What rises the tides the fastest, will life all of our ships.
And just to be clear…here are the things that we all need to share…that will in turn help us all:
– Information about appointments and installations
– Interactions with customers that teach us about their expectations and fears
– Work-from-home strategies you may have implemented
– Any adjustments to marketing spend that you might be making
– Strategies you might be implementing to make sure your company emerges from this stronger
Please SHARE with one another.
Use this time to complete projects and make your business better. Use this time to let your customers know you care.
This too shall pass.
When it does…it’s game on, and I look forward to competing with you in the marketplace.
But until then…we’re a community. Stay safe, and stay focused on the right things.
I want someone to contact me, right now!
UPCOMING APPOINTMENT COMMUNICATION
Dear Mr. & Mrs. Smith,
As our country and community continues to react to these uncertain times…we’d like to reassure you that nothing is more important to us than the safety and convenience of your family.
During your upcoming appointment, please know that your renovation advisor will be taking the following precautions:
- He/She will have absolutely no flu or cold-like symptoms
- He/She will not have been in contact with those experiencing symptoms
- He/She will have washed their hands thoroughly before entering your home
- All window samples are being disinfected regularly
- He/She will avoid personal contact and respect your personal space
If you have any other concerns, please give us a call. Otherwise, we look forward to our appointment, and to showing you why Window Depot USA is a company dedicated to serving our clients.
UPCOMING INSTALLATION COMMUNICATION
Dear Mr. & Mrs. Smith,
As our country and community continues to react to these uncertain times…we’d like to reassure you that nothing is more important to us than the safety and convenience of your family.
During your upcoming installation, please know that our installers and other personnel will be taking the following precautions:
- Installers will have absolutely no flu or cold-like symptoms
- Installers will not have been in contact with those experiencing symptoms
- Installers will have washed their hands thoroughly before entering your home
- All portable tools and equipment are being disinfected regularly
- All installers will avoid personal contact and respect your personal space
Also, in order to remain as isolated as possible, our installers will be performing your renovation one room at a time.
If you have any other concerns or requests, please give us a call. Otherwise, we look forward to completing your project in a timely, safe fashion.
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