As we are all actively monitoring the evolving COVID-19 situation, maintaining consistent, sympathetic communication with your customers is more important than ever.
Below are 4 tips for effective communication as we all take measures to ensure the safety of our community, while also supporting our customers’ needs as seamlessly as possible.
We wish you continued good health and stability for your business in the near future.
Many people may be unaware if your business is closed or open. So the first question any business should answer is "are you open?" And if you're open, how have your hours, etc. changed?
What extra safety and sanitization procedures are you implementing to protect your customers, your employees, and the community we serve. The more specific, the better. If you sanitize every two hours, be sure to say "every two hours", not just "throughout the day". Specific plans of action help put people at ease.
Do you offer delivery, drive-through, or curb-side services? Have you implemented remote conferencing in some way? Do you have a Stay-and-Save program? Be sure to call out whatever services you already offer or have added to assist with social distancing.
Many people—possibly yourself included—are already experiencing severe economic difficulties. You don't want to risk appearing desperate for business or tone-deaf to the fears many people may be feeling. Be calm in how you communicate and try to promote an atmosphere of hope. Be very careful that you don't—intentionally or unintentionally—appear as if you're trying to exploit the situation.
Now that you've answered these questions, how can you let people know? Many of you have likely already taken some or all of these measures, but the more consistent your communication, the better.
It's certainly true that not all businesses should be promoting themselves at this time. If your business is closed voluntarily or by mandate, it's important to have an action plan ready to go for when the COVID-19 risks subside.
If you'd like assistance communicating with customers now or want to put together a marketing readiness plan, we are here to support you during this challenging time and happy to offer a no-cost consultation.
Please feel free to contact us.
We work remotely every day. So as always, we're available for email, phone or video conferencing.
With no direct human contact, we can help you get a campaign up and running completely remotely.