Unlikely as it may seem, it is possible to scale a business during the COVID era or any difficult economic times, including war. Some businesses enjoyed unexpected increases in market share and sales revenue as a direct or indirect consequence of the shutdown and there were no lay-offs. Virtual communications platforms, liquor stores, grocery stores chief and delivery services have prospered.
Ripple effect revenue has accrued to tech specialists who set up and manage virtual conferences. Real estate agents who handle choice suburban and even rural locations are selling more properties, the result of affluent professionals who now work searching for residences that are spacious enough to accommodate his-and-her home offices and children’s schooling and play rooms. Teachers who administer private lessons to small groups of children have created pod learning environments. Elegant picnics are the new pivot for caterers, who provide food, wine, flowers, candles, stylish ground coverings and cushions to create al fresco dining experiences for those who shy away from restaurants.
If sales are increasing at your organization, celebrate the good fortune by maximizing the opportunity. Seize the day, plan your strategy and scale.
When an organization grows, everything gets more complicated. How can the company deliver its products and services to twice as many customers? Building in operational efficiencies is an essential component of preparing a company to scale successfully. Business owners or leaders must ensure that the processes of acquiring or manufacturing company products and providing services are seamless and meet consistency and quality control expectations. E-commerce functions, the shipping method, invoicing or other payment system and customer service protocols must be secure, dependable and user-friendly.
An HR workforce specialist and/or operations/process improvement expert can guide company owner/ leaders to identify additional job functions that will be needed to support the scale, as well as the ideal employee qualifications for those positions and what to include in the job specs.
Upgrade marketing strategies and campaigns
So the company is generating more revenue and that has given you the confidence to scale—great! How about pinpointing who these new customers are and learning how and why they discovered your business? Are certain products or services suddenly more popular and if so, what’s driving the phenomenon? Or did a customer make a referral to someone with a big budget?
A more sophisticated and comprehensive marketing strategy is another key component of a successful scale. Update the company marketing strategy and campaign tactics to attract and welcome more of the new customer demographic. A website refresh or an entirely new site may be in order. The usefulness of content marketing, perhaps in the form of case studies, a monthly blog or newsletter or white papers that are posted to the website and selected social media platforms may become apparent. Include a short survey on the website (and also on certain social media platforms) to pose questions that reveal why customers choose to do business with your company and what might encourage them to continue doing so.
Revisit the company brand story and promotion strategy and incorporate language that builds trust, conveys expertise and encourages a sense of community and shared values with customers. Values are a growing priority and customers are inclined to patronize companies that support what they themselves support. Sponsoring local events may be a good way to communicate company values (and sending press releases that announce company participation to select media outlets may result in beneficial publicity).
Monitor the results of the marketing tactics used to learn what customers, both the new and the loyal friends, respond favorably to. The goal is to constantly fill the sales pipeline with good prospects. Make marketing personal by inviting customers to fill out profiles that provide name, email address, physical address and birthday, so that they can receive notice of new merchandise, special sales, birthday wishes and holiday greetings.
Ensure customer service
In fact as the company scales, owners and leaders should take on the perspective of both a curious prospect and a repeat customer, to gain insight into how to create a satisfyingly memorable customer experience. Good word of mouth is the best advertisement and often results in referrals. Positive reviews on Yelp, Angie’s List, or other online rating sites are effective marketing tools that bring in customers.
Remember that data security is also an important facet of good customer service. If an e-commerce feature is part of product or service distribution, hire a web designer to add an SSL certificate to the website, to obtain encryption that protects credit card and other personal data (and as a bonus benefit, gives the company a boost in search engine rankings). While speaking with the web designer, make sure that the page lay-out is intuitive and easily navigable. Consider adding a chat bot so that visitors can ask (anticipated) questions and receive answers ASAP, which saves time.
Finally, make product returns and exchanges efficient and painless. Have adequate staff to answer phone calls and emails, so that customers will not become frustrated. Use Facebook and/or Twitter to further support customer service and have adequate staff to update information, monitor activity and address and resolve problems and questions.
Thanks for reading,
Photograph: Kim Clark. A lift helps workers scale and work at the Christian Science Mother Church in Boston’s Back Bay neighborhood.