What to Do and Tell Your Customers During the COVID-19 Crisis
In the face of the coronavirus (aka COVID-19), we’re seeing unwelcome changes in the US in response to the crisis. Panic buying and hoarding, misinformation, and state orders are disrupting normal life and businesses. More than any of the above, the biggest issue facing your business right now is uncertainty. Your staff isn’t sure if they’re returning to work. Your business partners aren’t sure about deliveries. And above all, your customers aren’t sure you’re open for business or if it’s safe to do so. Here’s what you need to tell them.
Have A Contingency Plan for Your Business
Something we’ve been talking with our clients over the past week is how they need to adapt and be ready for changes, including possible closure or restrictions on certain businesses (something announced recently for several states). What this plan should look like differs significantly between companies, but should include:
- Business Status: Are you planning on staying open? Keeping the same hours? If there are restrictions placed on your industry (such as restaurants only doing takeout), will you stay open? Make sure to discuss this in advance with owners and operators and be ready to communicate it.
- Employee Changes: Are you looking to change how your staff does their job? From working remotely to canceling certain services, make sure your employees know how it will impact their work and pay as far ahead as possible. Keep internal communication open to not leave anyone guessing.
- Digital Systems: From the tools to work remotely to having apps set up for online ordering and delivery, do the groundwork now so you can pull the trigger when needed. See about taking your meetings and conferences online and having online events on social media or other platforms. Think about changing how you sell to make things easier.
Provide Clear and Concise Information Online
To avoid customer concerns, make sure to provide clear information on your operational status and any changes. It’s important to let customers know that you’re aware of the crisis and taking measures to keep everyone – clients and staff – safe.
- Post both on social media and your website.
- Keep lines of communication open with your clients.
- Respond to concerns and questions on any platform.
- Business as usual? That’s fine to announce too.
- Let clients know any additional measures you’re taking.
Avoid Spreading Misinformation about COVID-19
People are afraid right now, and it’s a natural response to want to help. However, before you use your platform as a source of information on the coronavirus: make sure you’re using the right sources (and direct sources) for information. We recommend the CDC’s Coronavirus (COVID-19) Page; it has all the information about the virus, protective measures to take, and tracks its spread in the US. Don’t spread fear, instead provide your audience with tools to help themselves.
That’s all for now: we want to keep this short and sweet. We’ll continue to monitor the situation and update you with any other information or tips to keep your business running during the COVID-19 crisis. If you’re a current client, or want a consultation on what you need to do on your digital platforms, reach out to us here at Vision Advertising. Stay safe, and remember to wash your hands!