Servicing and supporting customers in a pandemic
Businesses have had to adapt during the COVID-19 pandemic to keep their customers and employees safe. Many have either added online capabilities or leaned more greatly on those that already existed. One good example is Springfield Electric Lighting & Design, our 2019 Wave Maker Award winner. The local company, headquartered in downtown Springfield, already had a digital presence and was able to pivot to offer its clients solutions that make accessing its lighting and design experts effortless.
Digital Marketing Coordinator, Courtney Fritchley has helped increase online calendar scheduling and other aspects of website use to support customer needs.
She said the goal at Springfield Electric Lighting & Design has always been to provide customers with options, including how they want to communicate with lighting experts, and one option was online.
“While this feature has always been available to our customers, in March it became especially important to have this option,” said Courtney. “We have seen an increase in the use of our online appointment scheduling tool, and our showrooms added a virtual consultation option for our customers too."
Class of 2020 Springfield Business Journal Forty Under 40 recipient Mike Bice, Springfield Lighting & Design Showroom Manager, said customers, which include residential and commercial, have been impressed with how the company has adapted. “I’ve heard many positive comments over the past months; ‘you're awesome,’ ‘this was so easy,’ ‘I am so happy we started with you guys,’ and ‘we appreciate the time and personal attention you guys provide.’ It’s a testament to how well we were able to adapt to changes following the statewide lockdown earlier this year,” said Mike.
Springfield Electric Lighting & Design, an 88-year-old company, is also located in Champaign and Bloomington.
Shelley Chamberlain, Champaign Lighting & Design Showroom Manager, said that when a homeowner asked about COVID-19 procedures and precautions, the answer was simple because measures were already in place. “After explaining to the customer how to go about setting up an appointment, they were very complimentary about the process at the appointment," said Shelley. Appointments are one-on-one between a lighting expert and a customer, both wear masks, and showrooms are cleaned each day. “It was because of those precautions that they came to our showroom,” added Shelley.
For more information about Springfield Electric Lighting & Design, visit springfieldelectriclighting.com and facebook.com/springfieldelectriclighting, where you can also view the appointment schedule and book a consultation with a lighting expert.