Blog Home

Personal

Copywriting

favorites

Social Media

Marketing

Hi, I'm Chelly
I'm truly glad you're here. My hope is that as you read through these blogs, you’ll discover clarity, encouragement, and fresh perspective. But more than anything, I pray these words empower you to lead, serve, and show up in your purpose with even greater impact.

When things are going wrong, it?s important to know how to communicate with your customers effectively. Here are some simple ways you can provide great customer service during a crisis.

 woman on phone and computer in restaurant
From communicating openly to revising your marketing strategy, there are many things you can do to keep providing great customer service in times of crisis. 

Over the past month, small businesses have been grappling with the effects of the COVID-19 pandemic. During challenging situations, it?s important to be transparent and proactively communicate with your customers. Listed below are some simple ways you can provide great customer service during a crisis.

Have a plan and stay calm

Right from the beginning, it?s essential to establish a plan and stay calm. When you reach out to your customers, you want to sound confident and knowledgeable. Your customers need to hear that you have a handle on the situation and that your business is available to help them.

Avoid making hasty, impulsive decisions during this time. Make sure you consider all your options and be open to changing the plan as the situation evolves. You don?t want to lock yourself into a stance that later becomes irrelevant.

Be proactive about communicating with customers

When there?s a crisis, your customers need to hear from you. So you should reach out to them as soon as possible and have a schedule for following up.

When you contact your customers, look for ways to be empathetic and acknowledge how the situation is impacting them and their families. But make sure the information you?re communicating is accurate and relevant.

Don?t speculate about the facts and don?t set unrealistic expectations that your business won?t be able to meet. This will only hurt your business?s credibility in the long run.

Your current customers are your best bet for staying profitable in the months to come.

Have a central point of communication

Don?t make your customers search for the information they need. Have a central reference point where they can find the answers they need. You can direct customers to a public page on your website where they can find all the information they need.

On this page, you can include the most current information you have about the situation. You can also address some of the most commonly asked questions about how your business is handling the situation.

It?s also a good idea to regularly share updates on any social media platforms where your customers are active.

Revise your current marketing strategy

Your business likely already had a marketing plan in place for the coming months. But in the midst of a crisis, that plan is no longer relevant.

Review all of your advertising, email marketing, social media posts, and any other planned marketing efforts. If you don?t do this, you risk sharing something that your customers might view as insensitive or inappropriate.

For instance, mass emailing your customers and encouraging them to try a new product or feature may not be well-received by some customers.

Continue to focus on the customers you already have

When problems occur, many businesses shift their focus to how they?ll find new business. And while new business is always helpful, don?t lose sight of the customers you already have.

Your current customers are your best bet for staying profitable in the months to come. Now is the time to focus on delivering excellent service and providing for your existing customers.

Share what your business is doing to help

During stressful situations, your customers want to be inspired and feel like things are improving. So share that your business cares about what?s going on, and show your customers what you?re doing to help improve the situation.

For instance, Ford announced that it plans to make 50,000 ventilators within 100 days to aid efforts in fighting the coronavirus. CVS and Walgreens waived prescription delivery fees to its pharmacy customers. So do all you can to help, and invite your customers to contribute as well.

If you are looking for someone to help you bring your business brand or website to life, We’d love to chat. Shoot us a message!

Comments +

Leave a Reply

Your email address will not be published. Required fields are marked *

binge reads

The

Latest

HI, I'M CHELLY

Founder of The Agency. Creative Director, Brand Stratigist, Entrepreneur.

About Me • About Me • About Me •

After building two businesses from the ground up, I’ve learned that the difference between growth and stagnation often comes down to clarity. At The Agency, I help service-based brands refine their presence with intention—creating strategic websites and brand visuals that aren’t just beautiful, but built to convert.


Get on the List for

MY FREE DOWNLOAD

A strategic guide created to help service-based businesses elevate their online presence and attract aligned clients—beautifully and intentionally.


Email

Name

FOLLOW ALONG @the_agency_marketing — FOLLOW ALONG @the_agency_marketing — FOLLOW ALONG @the_agency_marketing — FOLLOW ALONG @the_agency_marketing — FOLLOW ALONG @the_agency_marketing