What To Communicate To Your Customers In Times Of Crisis

What To Communicate To Your Customers In Times Of Crisis

Picture of Daven Michaels

Daven Michaels

New York Times Bestselling Author, 30-year business veteran, and Executive Chairman of CurrentC Group.

It is obvious that this is a period of crisis, with the corona virus evading most countries of the world and bringing business activities to a halt. While trying to stay safe, you also need to keep your business safe so that it doesn’t go down the drain. You need to stay in touch with your customers and communicate the right things to them.

Inform Your Customers that Your Business is Still Alive

Right now, it’s easy for most of your customers to conclude that your business is no longer functioning; It’s obviously not their fault since everything seems to be in a standstill. But, you can clear the doubt by using online mediums such as email and social channels to let them know you are still functioning and can deliver at their doorsteps.

Also, your updates should detail the steps to order your product or service and how it will be delivered. It’s important you include safe and healthy measures you will adopt while handling and delivering their orders. If you still open your brick-and-mortar storefront but for a shorter length of time, you should specify the hours your business will be open and the days of the week. You should also leave your phone numbers for your customers.

Tell Customers about Available Incentives

You can use incentives to attract customers who are reluctant to go out of their way to buy things this period. People want to save as much as they can fearing that the crisis my lead to a serious recession. Even if this is not the case, they may prefer to go for the most convenient alternative. But, when you inform them about juicy incentives, it can motivate them to go out of their way to patronize you.

The scary thing about customers looking for another alternative is that they may stick with the alternative and eventually forget your product. So, you need to use every possible means to lure and retain your customers. A typical example of an attractive incentive is free delivery of their orders to their door steps – at least for one month or while the crisis lasts. You may also offer price matching as an incentive to win back your customers during and after the pandemic. If you particularly want customers to return, then offer a discount or coupon that will be valid during the peak and tail-end of the crisis. This gimmick is a good one to help bring back your customers.

Give Notice of Policy Changes

You should proactively notify your customers of changes in policy. If the current crisis caused your business to alter existing polices, make sure you notify your customers when such changes happen. Online mediums such as email and social media are faster ways to keep customers up to date with what is happening in your business right now.

Finally, keep your customers engaged with lively online events – e.g. stream a live band to entertain customers during your special business event.

Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! Inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.

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