How to Keep in Touch with Customers During The COVID-19 Crisis
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How to Keep in Touch with Customers During The COVID-19 Crisis
September 25, 2020
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How to Keep in Touch with Customers During The COVID-19 Crisis

Over the past six months, business owners nationwide have been economically and operationally affected by the COVID-19 crisis.

Currently, in many states, businesses remain closed or have safety restrictions in place to stop the spread of the COVID-19 virus. In addition, even for businesses that have reopened, their customers may not feel comfortable visiting yet.

Due to this, many business owners are struggling to maintain relationships and engage 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 list of great customer service tips. Most likely, your clients are being affected by the COVID-19 pandemic too, so it’s crucial that you plan your communications appropriately.

3 Tips for Improving Customer Communications During COVID-19

1. Keep Them Updated

As you likely know, the COVID-19 crisis is changing daily. Therefore, it’s crucial that you stay in contact with your clientele and continue to provide them with excellent customer service.

Send email or text messages about reopening plans and safety precautions, payment plans, and any other operational changes.

In addition, ensure that you have employees available to answer customer phone calls, emails, and social media inquiries. Most likely, your customers will appreciate these updates, and it’ll increase the chances that they continue buying from your business.

2. Provide Helpful 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 ensure customer satisfaction by sending them educational content.

Perhaps you can send an update on your business’s response to the public health crisis and the safety measures you’re implementing. Or, maybe you could provide information about your expertise in your industry and how it relates to your customers.

For example, if you own a hair salon and are operating at reduced capacity, clients may have to wait longer periods for an appointment. In the meantime, you can send them 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

Most likely, your customers are just as stressed about the COVID-19 virus as you are. Therefore, you should provide them with a great customer service experience by asking how your business can help.

Perhaps you offer a delivery service, and getting your products dropped off would be helpful to them while they work from home. Or, maybe you own a fitness studio and can stream online classes for members who aren’t comfortable with in-person instruction yet. 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 products or services. Many people have lost their jobs because of the pandemic, making it difficult for them to spend money as usual.

If they have a subscription or other regular purchasing plan, be understanding if they must pause or cancel it. Although this can cause financial strain for your business in the present, keep providing these individuals with customer support. Hopefully, they’ll be able to resume their subscription at some point.

Conclusion: Customer Services Is Important , Now More Than Ever

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

How are you revising your business’s customer experience during this time? Share your tips for effective communications in the comment section below!

Editor’s Note: This post was updated for accuracy and comprehensiveness in September 2020.

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].