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Your email inbox has likely seen a steady stream of messages from familiar companies announcing their COVID-19 response.
If you have wondered if you should craft your own COVID-19 statement for your company, but not sure how to go about it, we’ve got some tips for you.
When crafting a response, it can be tricky to come across as genuine, not flippant, supportive, endearing and resolute all at the same time. Our advice is to follow this formula.
Acknowledge
We’re all adults here and the virus is affecting our way of life and business. Things will get harder before they get better. Let your customers know you are aware of the situation and have been following reports.
Empathize
People are scared and dying. Feeling stressed can make people act in strange ways. Understand their pain and have patience. It is a difficult time for everyone.
Announce your plan of action
Tell your customers you have a plan to make them feel as safe as possible. Here are some examples of what other businesses are doing.
- Making hand sanitizing stations available
- Wiping down surfaces at regular timed intervals
- Shortened hours
- Reduced service levels
- Making charitable donations
- Limiting the number of customers allowed in your store
- Asking customers to not come to your location if they are not feeling well
- Temporary business closing
- Discounting services
- Temporarily pausing aggressive collection activities
Reassure
Let your customers know you will miss them and getting back to normal operations is your top priority after health and political officials ease restrictions. Consider using this time to take a deeper look at your own operation to see what disaster plan you have in place and how you might improve operations when customers come back.
Above all, craft your statement immediately. Send the message that you are being responsible and are proactive about their health.
Sending communications like these are never easy. Concentrate on being authentic, honest and from the heart. If you follow this formula, your message will connect with your customers.
Given the circumstances, it’s the best we can do for now.
Stay safe and healthy friends.
