The importance of customer communication in Times of Uncertainty

COVID-19 leaves many small business owners as well as their clients worried and perplexed. It's tempting to cut off the communication you have with your customers in fear of saying something wrong. But now is not the time to go quiet. Your clients need to communicate with you- not just now, but at any time of crisis.

The community needs clear and concise information about new policies, plans, orders delivery delays, statuses of orders, and any sources of help. New customers must find out if your store is operating and whether stocks are available.

The community has shown a tremendous amount of support from small and small-sized businesses, and those who have been loyal customers will help you through this time of shutting down. While we might be isolating our business, there's no reason to separate your business from the rest of the world and you should take a closer look at the way you communicate.

Making the correct tone

A lot of business owners worry of appearing "too too salesy" during a time of crisis. But remember: your community is there to support you in staying running your business and are seeking out the companies they know and love for options and support.

Use empathy when you communicate with your customers Be mindful of the fact that we're all with each other. Make sure your customers know you're thinking of them and worried about their safety. If they have specific fears which could be related to your product or service such as the safety of receiving delivery or if they'll be able to receive vital health treatment in the future Inform them that you're aware of their worries, the safety of your customers is your primary goal, and you've got solutions to meet their needs.

It's not necessary to have everything you need to know before getting in touch, either. The situation is changing daily (sometimes hourly!) and everyone is trying to figure this out simultaneously. Be clear and concise about updates If you're trying to figure out some details, let them know that you're working on the issue and will send more information when you've the information.

Offerings that assist

Think about what you can offer your clients that will aid them through this difficult time, and highlight those options on your website and in your messages. store.

You could think about making an offer:

• Delivery of your porch to local customers. It also includes explicit instructions about what you're doing to disinfect packages and ensure your employees' health.
• Shipping is reduced or free for out-of-town clients who can't get to stores in their area.
• Discounts and special bundles are available to customers who have been loyal and have financial issues.
• Value added per purchase for example, bonuses checklists, individual consultations, or video training
• Certificates of appreciation for customers that are willing to support you through the gaps in.

And of course, make sure your new offerings respect social distancing requirements. Almost any business can provide an online or remote service; this is the ideal moment to start expanding into online sales, online courses, site memberships, or even remote appointments. Make sure that your customers are aware of their security top of mind by providing as much as you are able online.

Get in touch

There's so much information to share with your customer base and so many ways to do it. You might want to consider putting together a communications checklist.

Make sure you update your business's basic information

• Make sure your site is updated with the latest time and hours. Let customers know if you're taking phone orders and video consultations or are considered to be an important business. It is important to keep all of your Google My Business and Bing Business listing in the same manner.
• Incorporate any contact information that is updated to your site, including specific email addresses as well as phone numbers for assistance and help.
• Consider adding an alert message on your homepage that explains how your business is keeping its staff and products safe and any purchase limitations applicable in addition to any changes in the shipping or shopping policies.

Make sure your storefront is updated

• Add any new packages or services to your product list.
• Update shipping classes and rates.
• Check that your automated emails are on point. Change notifications for clients to reflect potential delays in shipping times and highlight any new procedures for delivery, refund policy, or cancellation policies.
• Offer coupons to customers if you're providing discounts to customers who are returning.

Leverage your client email list

• Send an email to past customers and prospective customers to let them know you're considering their requirements and taking precautions to protect the interests of your clients.
• Announce new products, offerings, special offers, and procedure changes directly to your clientele.
• It is important to clearly communicate the delivery date to avoid refund requests and chargebacks due to late delivery.
• Update your customers when the state of your business change.

Keep social media up to date

• Make use of social media for sharing the latest official policy announcements as well as announcements applicable to your community and business.
• Open Q&A sessions are available via social media channels to help clients feel secure and to assist to get the answers they want.
• Promote any offers that you've developed that are helpful in these times to those facing financial uncertainty or limited mobility.
• Advertise online classes or virtual events.

Blog posts can be added to help provide more information on larger issues

• Use blog posts to talk in detail about the issues which affect your clients. Topics to consider include: new product delivery options or employee safety rules and appreciation for staff, security procedures, or suggestions of how to use your products for entertainment.
• The link to this info is to your accounts on social media and in newsletters, too.

Be aware that your clients want to hear from you for reassurance and direction. Their repeat business will help you survive this crisis, and your expansion into the online world can help the customers. Together, we can all help each other get through.