As we’re all aware by now, COVID-19 has changed the way we do business certainly for the foreseeable future (and maybe even forever!). B2C businesses may well have seen a drop in business due to lockdown restrictions and loss of foot traffic, while B2B businesses may have seen a dip as these companies and many others struggle with cutbacks. However, for all the uncertainty in the world, there is a light at the end of the tunnel, and it’s time to pull up your socks and prepare for the brave new world we’ve got to look forward to!
Of course, it’s never that simple, and as a business, your survival is still paramount, which means big changes, whatever sector you’re in. You might not have to change your whole business model around, but every single company will need to adapt the way they work somehow. The key to effectively adapting and surviving is reassuring your team and your customers that whatever is different, you’re still the same company and your service is still of the same quality as ever!
Radio silence is the worst enemy of a changing business! The best way to make sure your customers don’t lose confidence in your organisation is to keep them posted. Frequent communications also help to humanise your company giving you the opportunity to create stronger relationships with your customers in the long-run. Social media posts, email marketing and even good old fashioned snail mail, if that’s your cup of tea, can all be incredibly useful channels to keep your customers in the loop. If you’re serious about keeping comms up with your customers, taking the time to have some messages properly designed can be a strong visual indicator that you’ve really taken the time and care to consider what you’re going to say, and how you’re going to say it.
Everyone is having to adapt right now, and this is going to be the case for the foreseeable future. So if you’re having trouble adapting, make sure you let your customers know. They’re more likely to be understanding if they know what’s going on, and confiding with your customer base in this way is an excellent trust builder.
If you want your customers to feel confident that you’re on the ball with regards to your COVID-19 response, the obvious answer is to stay on the ball! If you know your stuff, this will trickle down through all of your messages and your communications with customers, telling them that you and your business are aware and care about the health and safety of both your team and your customers.
No matter what challenges your business is facing during this time, with some care, sensitivity and proactive communication, you can build and strengthen customer relationships and reassure your customers that it’s business as (almost) usual.