How to Keep in Touch with Customers During The COVID-19 Crisis
How to Keep in Touch with Customers During The COVID-19 Crisis
April 09, 2020

How to Keep in Touch with Customers During The COVID-19 Crisis

Over the past month, business owners nationwide have been economically and operationally affected by the COVID-19 crisis. Currently, in many states, non-essential businesses have been ordered to close to reinforce social distancing measures. Due to this, many business owners are struggling to maintain relationships with their customers. Without these relationships, it can be challenging to make sales during this time.

We understand the stresses that business owners are facing, which is why we’ve compiled this helpful list of customer communication tips. Most likely, your clients are being affected by COVID-19 too, so it’s crucial that you plan your communications appropriately.

3 Tips for Communicating with Customers During COVID-19

1. Keep Them Updated

As you likely know, this crisis is changing daily, sometimes even hourly. Due to this, it’s crucial that you frequently stay in contact with your customer base. Send email or text messages about when your business plans to reopen, payment plans, and any other operational changes. Most likely, your customers will appreciate these updates.

2. Send Informational Content

While this crisis continues to affect daily life, you may have to shift your business’s focus. Sending your typical sales content may not be appropriate, depending on your industry and geographic area. However, you can still maintain customer relationships by sending them educational content.

Perhaps you can send an update on your geographic area’s response to the COVID-19 crisis. Or, maybe your expertise in your industry. For example, if you own a hair salon, send clients a list of ways they can care for their hair at home. They’ll appreciate the advice, and your business will remain top of mind until they can visit your salon again.

3. Ask How You Can Help

During this time, your customers are probably just as stressed about the COVID-19 virus as you are. Therefore, you should reach out to them and see how your business can help.

Perhaps you offer a delivery service, and getting your products dropped off would be helpful to them while they’re at home. Or, maybe you own a fitness studio and can stream online classes for your members. Regardless, it’s a good idea to ask specifically how you can assist them during these unprecedented times.

Unfortunately, some customers may not be able to afford your services. Many people have lost their jobs due to this crisis, making it difficult to spend as usual. If they have a subscription or other regular purchasing plan, try to be understanding if they must pause or cancel it. Although this can cause financial strain for your business in the present, keep in touch with these customers. Hopefully, they’ll be able to resume their subscription at some point.

Conclusion: Customer Services Matters, Now More Than Ever

Understandably, business owners are stressed about what the future holds. As the world works to overcome the COVID-19 crisis, businesses will need to revise their plans. By communicating effectively and consistently with your customers, you can work to keep your business afloat.

Fora Financial

Editorial Note: Any opinions, analyses, reviews or recommendations expressed in this article are those of the author's alone, and have not been reviewed, approved, or otherwise endorsed by any of these entities.

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Fora Financial is a working capital provider to small business owners nationwide. In addition, the Fora Financial team provides educational information to the small business community through their blog, which covers topics such as business financing, marketing, technology, and much more. If you’d like to see a topic covered on the Fora Financial blog, or want to submit a guest post, please email us at [email protected].