It is important to be empathetic and supportive of customers and employees during this trying time.
Here are five tips.
1. Reach out to your clients simply letting them know you are there for them and care about their wellbeing.
Consider a message to customers to show you’re aware of the issue and offer helpful resources. Social media, email, and your online community are particularly accessible mediums for a brief and immediate message.
2. Be proactive in your communications.
Make sure you keep your clients informed about your business. Do not make customers hunt for the information they need – instead, bring it to them. Proactive communication will free up staff to focus on tasks other than answering the same customer questions over and over again.
3. Be prepared to do business differently and accommodate your customers’ needs.
It is important to be prepared to meet their needs even if you have to do things differently. Show your humanity with an authentic, sensitive response.
4. Inspire your audience.
If you are active in your community and would like to continue being involved, think of ways you or your business can help. It could be something as simple as donating to a reputable local charity providing meals to those in need. You may use your professional skills to offer other kinds of assistance.
5. Stay in touch and make clients aware of any updates and business changes.
As this is a rapidly changing situation, it is important to make sure your clients have the most up to date information.