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Customer Service and Marketing During COVID-19

What’s Your Next Move?

Small businesses across the country have been massively impacted by the Coronavirus.  Some businesses have had to close shop and lay off employees. Many businesses have a high level of anxiety over what’s going to happen. Even essential businesses have been impacted as a trickle-down effect of the shut-down. No one has a crystal ball, so planning ahead can be difficult — emotionally and strategically. Some businesses don’t know if they will be open for in the next few weeks or the next few months.

It’s times like these where small business owners must step back a bit from their traditional business activities and consider their communities. For some businesses, the “character” and “culture” of your brand during this time of crisis can have a lasting effect.  It is important to use this time to connect on a deeper level with customers and clients… and your community.

Additionally, the downtime is a great opportunity to look at your internal business systems and processes to identify tasks that can benefit you greatly once the quarantines end.

Communication is Key

It’s important that you stay in touch with your customers during the downtime. Let them know you are here for them.  Contact them to let them know how your business is coping and dealing with the Coronavirus.   Reassure them that we are all in this together and that your business will be there ready to serve them when we are back to business as usual.

Some guidelines for messaging at this time:

  • Don’t over-promote. No one wants to see advertising and salesy content right now.  There is a subtle way to let customers know that you are here for when they need you.
  • Be genuine. Don’t be afraid to let your corporate culture and personality show.  Lower the curtain and let them see the personal side of your business.
  • State your commitment to continued service.
  • Thank them for their loyalty.

Some great ways to communicate with your customer base include:

  • Email Distribution Email is still the most effective way to stay in touch and connect with your customers.   This is the perfect time to reach out to your customers with your message.
  • Social Media Posts Post your statement / messaging to your Facebook page, Instagram profile, LinkedIn page or even YouTube. Use those channels to communicate with your base.
  • Phone Calls Still Work. Depending on the nature of your business, you may be able to pick up the phone and just “check-in” on your clients. One business type that comes to mind is financial advisors.  Financial advisors can call their clients to check in on their anxiety levels and offer any reassurance. That’s just one example. Many businesses have this type of relationship with their clients… barbers, hairstylists, yoga instructors, contractors, landscapers, etc.

Some things you can do for your business during the downtime:

  • Clean your office. Purge old files.
  • Update your computer systems and software.
  • Clean out old emails.
  • Update your business profiles online. This includes your Google Business profile, your Facebook business page, Directory Listings, and Social Media Accounts.
  • Update Your Website Content. Give your website a fresh feel by going through your business website and updating content and messaging.
  • Add your “COVID-19” statement to your website and social media accounts. Remember, communication is important.
  • Update your business cards and company brochures.
  • Create content to use throughout the year
    • Blog posts
    • Branded photos and graphics
    • Advertising graphics
  • Brainstorm and research new ideas or products/services you can offer this year and next
  • Start a YouTube Channel! If you have good information to share… tips, tricks, methods, processes…. the list is endless. If you have a smartphone, you have all the equipment you need to get started.
  • Start your email list for future marketing. If you found yourself unable to email your clients… it may be a good idea to start an email marketing list for the future.   Mailchimp.com is free for up to 2,000 subscribers.  There’s no excuse not to start one!
  • Write how-to guides and resources that can be used to build your following.

 

These are just a few ideas to get your “wheels turning” during this time.

At Trumpet Marketing, we are committed to helping your business ride out the storm. We are always here to help you and your business excel once things are back to business, as usual.
Feel free to contact Jim or Laurie Williams at info@trumpet.marketing if you have any digital marketing questions or need help.

Stay well.