Rush49 Customer Confidence Checklist for Returning to Business with COVID-19

Opening up is just the first step in a return to some form of normalcy. No matter how many businesses are open, it will take confident customers who feel safe to really bring things back. After speaking with hundreds of businesses in the travel, tourism, and experiences industries, we have put together a comprehensive list of things businesses are doing, or should be doing, to make customers confident enough to get out and start enjoying themselves again.

Limited Contact

Interaction with customers happens at multiple touch points throughout a day. From entry to concessions and other times (depending on the experience type), risky interactions are commonplace. Here are some ways to minimize this risk and help customers feel at ease:

● Paperless ticketing
● Hands-free entry (doors converted to automatic or left open)
● Closure of “interactive” exhibits & activities

Capacity Control

To provide the safest environment for employees and visitors, businesses will not be able to operate at full capacity. As grocery and retail outlets limit the numbers inside the store and restaurants have fewer tables, so too will museums, aquariums, fun centers, amusement parks, and other experiential venues have to reduce the number of patrons at any given time. This can be achieved through:

● Reservations
● Limited crowd
● Timed entry
● Time limits
● Floor markings for distancing at all areas with lines
● One-way traffic (where applicable)

Safety Measures

As we have all learned, the most important behavior to prevent the spread of any disease is good hygiene. Hand-washing/sanitizing and avoiding touching our faces have been the subject of dances, songs, raps, memes, and every other means of modern communication. We also know that wearing masks protects others from our droplets when we cough, sneeze or have wet speech. Signage helps remind people of these things and gives psychological confidence that customer safety is at the forefront of a business’s thinking.

● Masks for staff and customers
● Masks distributed at entry
● Frequent sanitizing stations (dispensers)
● Abundant signage reminding of distancing and sanitizing

Every business is different and faces unique challenges during this unprecedented time. Reopening to a wary public will require constant real-time adjustments and attention to consumer feedback. These steps are a good starting point and will lay a strong foundation for a more optimal return.

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