Founder resources- Crisis communication with customers

It is very easy to get lost in the madness that often comes with a crisis. For founders, it is imperative to keep your customers in the loop and be as transparent as possible. In the end it is the relationship that matters the most.

Here is what your company can do in order to positively impact customer relationships-

Share your Covid19 strategy

In times of uncertainty, building credibility and calm is a strategy that will reassure your customers. If you are still servicing contracts, or are introducing new hygiene strategies to maintain well-being, make sure your clients know that their safety is their priority

Lay down expectations

Bad communication can leave customers with a bitter taste. If you are likely to delay or close your projects, let your customers know in advance. No customer wants to travel or expect something to pay for. In return, when you resume operations, you can work together for the best results

Show how your employees are coping

Transparency encourages trust. If customers think the brand is transparent, it will help build trust. This is a strong starting point for brand loyalty! Share how you support your employees and what steps are being taken for their safety and wellbeing. By showing empathy and originality, you will receive great respect from customers

Listen to your customers

At the moment, we cannot predict how long the coronavirus crisis will last, but we can see how our customers feel. A respectfully sent letter or phonecall to regret the current shock and inform the client that you are providing support can be very valuable, especially for clients who are isolated during lockdowns

Share positivity

The Covid19 pandemic can be more surprising than usual. By sharing high-level constructive content and suggestions, you can respond to sensationalized news and stressful situations.

Look after your own wellbeing

Founders are shouldering responsibilities of every stakeholder from employees, vendors, customers, investors and their own families! These are difficult times indeed. By taking care of yourself, you are in turn helping you be better equipped to look after the interests of your stakeholders. Share how you are coping with this situation on a personal level. Be genuine, and show originality.