None of us knows what the future holds, and while we hope and pray that things return to “normal” as soon as possible, nothing feels “normal” today. Acknowledging the unique circumstances as they are evolving, and addressing potential concerns of your clients is not fearmongering. It’s part of a solid communication strategy.
In times of uncertainty, clear communication with your customers is crucial to let them know that you are aware of their concerns, and are working to address whatever is within your control to help alleviate their fears.
That’s why we’ve been working closely with our clients over the last 48 hours to help them communicate with their customers in the wake of the COVID-19 pandemic. Because this is uncharted territory for all of us, we wanted to share the content of the email we drafted for our clients.
You are welcome to use this language if you haven’t already sent a message to your customer list. We adapted this slightly for each client based on their unique situation, so make sure you review the bulleted points and confirm internally that you will, in fact, be taking these steps. Communicating certain actions and then not following through on that commitment is worse than not communicating at all.
Feel free to copy and adapt this for your business, and feel free to share with other dealers. (Don’t forget to update with your name, business name, and phone number!) And rest assured there are no-strings-attached. We believe we all need to be working together right now to reassure premium buyers. That reassurance will go a long way towards reminding them to shop with their local premium appliance dealer in the weeks and months ahead.
Email Subject Line: COVID-19: A Message from [Your Business Name]
A Message to Our Valued Customers
Like all of you, we are following the news closely, and are monitoring the current situation regarding COVID-19. We are following the guidelines provided by the CDC for businesses, and working to keep our showroom and offices as clean as possible. Some of these steps include:
- Wiping down all appliances and other surfaces with a disinfectant multiple times per day.
- Avoiding shaking hands with customers entering the showroom.
- Placing signage in multiple locations to remind staff and guests to wash their hands frequently.
- Asking employees to remain at home if they are sick or experience any symptoms of illness.
We have also instructed our installation team to take extra precautions when interacting with customers in their homes, including avoiding shaking hands and wiping down appliance surfaces after installation is complete.
If you have any questions or concerns about how we are responding to this situation, please don’t hesitate to give me a call directly at [555-555-5555].
Local businesses like ours rely on customers like you, and it is important that you feel confident about our efforts to keep our customers, employees, and community safe. If we determine that we need to take any further steps that would impact your ability to visit our showroom, we will provide updates via social media and email.
Owner, [Your Business]