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A Note from Paytronix About COVID-19

Anyone with an existing loyalty program needs to stop and take a deep breath. All your marketing instincts that focus on driving short-term results need to shift to the long term. At the heart of this is the question: what will they think about us when they look back?

You want your guests to know you thought of them, but didn’t bombard them. You want your guests to worry about your health, just as you worry about theirs. In this, you and your guests are part of one community, what do you need them to know? How can you help them? What help do you need from them? 

Step 1 – Review and disable 

Review and deactivate campaigns that are designed around on-premise dining. With states regularly shutting down gathering places, including restaurants and bars, even if your state hasn’t done it yet it’s not responsible to invite people in.

 Within Paytronix, the campaign review process can be completed in the campaign center. We have general guidance on that part of the platform, as well as videos to help you navigate this process. 


On recurring campaigns in which your guests are being gifted rewards with an expiration, like birthdays and anniversaries, we suggest that you either extend the expiration date associated with the offer, or send a note to customers assuring them that the reward will be reloaded once COVID-19 is behind us, and asking them to come in and celebrate another time.

On recurring campaigns that are sending out inappropriate or awkward content that should be deactivated, such as prompting the member to dine on-premise, we recommend putting those campaigns on pause. Reach out to your Paytronix Technology Consultant contact via email or phone (617-649-3300 x1) for support in making any of these changes!

Step 2 – Inform  

Let your guests know how you are maintaining the health and safety of your employees, assuring them that the people who care for them every day are safe. Let them know of your dining room closures as well as any changes in store hours.   

Then clearly lay out the procedures for how people can place online orders for pickup and set expectations around timing. People should understand how long an order will take and when they can retrieve it. Also, share information about the delivery partners that you may be working with and how people can receive delivery at their location, even if that means food left without human interaction. Many systems, including hours, will help you handle curbside pickup or leave-at-the-door options so that human interaction can be minimized.   

Step 3 – Prepare  

This is perhaps the most difficult. News changes fast and it’ll be important to remain updated. Cities and states are quickly changing their directives on what businesses can stay open and how, and people aren’t sure what to do.  

These are extraordinary times impacting all of us including our guests. As we navigate this new environment, we are committed to ensuring top-level service to all our clients, even as today we work from home.  

Of course, we understand if your brand is closing for the time being that you may need to put your engagement with Paytronix on hold. Please reach out to us at any time to talk about how we can help make your situation easier.

 
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