Q. As a consumer, I am in a crisis mode. What advice may BBB offer to consumers and small business?
A. We're living in a historic moment of uncertainty and fear. Instinct drives us to become panic consumers, stocking up on as many goods as possible and using all the services still available to us. But keep this in mind: our actions right now determine the condition of our future. Erratic and careless consumer choices in crisis moments make a huge impact on the state of the community when the crisis levels out. This is BBB advice on how to be a conscientious consumer in crisis:
Social distance while shopping. Going to a store or a physical place of business to shop or buy a service? Avoid it if possible. Stay inside if you can. Follow the CDC's recommendations. www.cdc.gov/coronavirus . If you can't, protect yourself and those still working. Pick a time when it will be less crowded, and minimize the number of trips by buying what you need once. Before you go, wear clean clothes and wash your hands. When there, avoid touching anyone or anything, cover any coughs or sneezes and maintain the recommended 6 feet of distance. Avoid using your cell phone to prevent transmission. When you leave, wash your hands. Importantly, be patient with the people you interact with. They're working hard in a scary time, and doing the best they can for their shoppers.
Social distance for deliveries. Be a conscientious consumer in all shopping scenarios. Remember that delivery drivers are taking big risks to continue their jobs. Protect them by washing your hands before opening the door; sanitizing any surfaces they come in contact with, giving them 6 feet of distance while they deliver their goods and being patient with any possible delays.
Shop smart. It's a good idea to secure supplies and needs now while you can. But don't be unrealistic: try to limit your purchases to investments. That is, things that you will eventually use.
Carefully consider big expenditures. When this crisis levels out, make sure you don't have a sudden huge credit balance to payoff. Do whatever you can now to make things easier on you and your family later.
Protect small businesses. Big businesses have the resources to weather this storm. Your local businesses may not. Invest in your community's small businesses, www.bbb.org by continuing to shop with them at this time in a safe and careful way. Buy gift cards online, pay upfront for future appointments, resist canceling future appointments and if possible, tip higher for services. There are ways to show support beyond money that have a big impact. Customer reviews are the driving force behind consumer habits. Help the businesses you want to see succeed by taking this time to write reviews. It's up to us to protect our interests when all this is over. And it is in our best interest to keep good businesses operating and in business. Leave positive reviews on BBB.org and share your good experiences with friends and family on social media.
Beware
Price gouging is up over the past week as communities across North America react to COVID-19 (coronavirus).
BBB has seen an increase in complaints from consumers about price gouging for critical items such as bottled water, hand sanitizer, face masks, and food supplies as "social distancing" restrictions go to effect in many locations. Consumers are urged to report price gouging at BBB.org/AdTruth. The nonprofit organization will follow up with companies that have inflated prices in the wake of the crisis and will work with State Attorney General and other appropriate agencies to address particularly egregious cases.
Although the legal definition of price gouging varies by jurisdiction, BBB says raising prices to an unreasonable extent beyond a business's own increased costs is a violation of its Standards for Trust, which encourages businesses to build trust through honesty, transparency, and integrity. BBB suggests business owners and managers use its Standards for Trust as best practices for operating under the current restrictions (BBB.org/Standards-for-Trust).
The BBB adapted it business standards for marketplace trust to the coronavirus pandemic:
* Build Trust: Refrain from taking unfair advantage of a public emergency such as the coronavirus situation. As much as possible, keep prices at a reasonable level. Consider your daily operations as business-as-usual but with the adjustments required to help prevent the virus from spreading.
* Advertise honestly: Do not fuel fears. More than anything, you need to act as a calming and reassuring partner to your customers. Continue with standard ethical advertising practices but add a reference that you're following public health protocols to stem the transmission of the virus.
Tell the truth: The virus may impact deliverables. Be honest with your customers regarding timelines and product availability. Set realistic expectations if your delivery or service is impacted by illness or precautions. Set clear expectations with your customers. They will respect that you are thinking about them and taking this seriously.
Be transparent/honor promises: If you are unable to fulfill commitments, communicate immediately with your customers, rather than disappointing them and having to rationalize the reasons after the fact. Work with your customers to find solutions.
Be responsive/Embody integrity: Demonstrate purpose and support for your community. Businesses can play a vital role in maintaining strong communities, even in challenging times.
For more consumer and business tips on the topic, go to BBB.org/Coronavirus and follow on social media using #BBBDelivers.
Jim Winsett is president of the Better Business Bureau in Chattanooga.