3 Step Approach to Connect with your Customers in a Crisis

March 20, 2020  •  Leave a Comment

It’s time to step up.

Coronavirus is dominating every conversation, every action and every thought, so how can we rise above it all and think clearly about the future? How can we possibly help our current (and potential) customers when we’re worrying about symptoms, shopping and social isolation?

Have you ever considered that social isolation might have its plus points? Not to detract from the devastating effects that this illness is having on the population and national infrastructure but why not rally some of that British grit and find the bright side in this unique situation?

So, if you have to self-isolate then make the most of your downtime and take steps to not only help protect your own business but boost the confidence of your fellow entrepreneurs.

Step one: Reassure your customers

Your customers will want some reassurance from you, so why not consider putting together a series of social media posts or blogs with vibrant images that outline your current position, your plans for the future and measures you’re putting in place to ensure continuation of service? Are you offering an new take away service from your cafe or restaurant? Show your customers how fabulous your food is.

Steak bresaola presented in a beautiful petal shaped arrangementSteak bresaolaSteak bresaola presented in a beautiful petal shaped arrangement

Additionally, offering useful hints and tips on how your peers can manage their business affairs during a crisis will also be welcomed. Why not bring someone in to help you produce a professional video clip (or set of clips) that will create an instant bond and offer an extra level of encouragement. Everyone appreciates a friendly face in times like these.

On the lighter side, there has been a plethora of feel-good videos flooding the web, all aimed at giving us a good laugh and taking our mind off the obvious. Why not create your own uplifting clip? It might go viral! 

 

Step two: Showcase your business

The current crisis actually presents a wonderful opportunity to knuckle down and do that thing that 99% of business owners hate: blowing your trumpet. Prepare your company for the coming upturn (it will happen) by reviewing how you promote your product/service. Could your website do with a facelift? Are you product photos and videos dated? This is the time to refresh and rejuvenate the public face of what you’ve worked so hard to build: your livelihood.  Now is the perfect time to offer a virtual tour of your premises or business.  Customers can still visit you without putting themselves or your staff at any risk.

We’ve seen a lot of artists hold impromptu gigs via video link over the past few days, so why not do the same yourself? If you can’t take the product to them, take them to the product! A virtual exhibition is an exciting (not to mention money-saving) way to showcase the best of your business. Start by taking some shots or video of your products then send to a professional for editing. They can provide a voice-over, captions and any number of bells and whistles to make your products sing. When you’re ready you can upload a polished piece of work that will offer customers a fun way to experience your company without leaving the house.

Step three: Reach and teach

There are going to be a lot of people sitting at home feeling insecure about the future. Demonstrate your leadership capabilities and give them a shot of confidence by designing and delivering a webinar or online training/coaching programme on your chosen subject. Not only will this develop your profile but it will offer anxious workers and business owners a lifeline and much needed hope.

There is no limit to what you can do during this, hopefully brief, period of stasis. Combine imagination and humour with professionalism and you’ll confidently make your mark.

If you need any support to develop these ideas, or if you have some of your own you’d like to explore further, then please get in touch for a chat.

 


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