Become a client

International (Global) Strategies | Articles

How to communicate with your clients during COVID-19

As COVID-19 (coronavirus) pandemic continues to affect populations across the globe, there’s an abundance of information and speculation online.

According to experts, many of these emails are increasing customer fears and causing recipients to unsubscribe.
According to experts, many of these emails are increasing customer fears and causing recipients to unsubscribe.

Because businesses of nearly every industry are partially shut down or at least affected, most are sending customer communications via email to their base. Understandably, owners want to maintain relationships with their clientele, especially if they are primarily an in-person operation. However, this action has led to a large number of notes flooding inboxes and the result isn’t necessarily positive. According to experts, many of these emails are increasing customer fears and causing recipients to unsubscribe. Still, communication is a necessity and many businesses need to make contact and relay important information as well as maintain their ongoing relationships. These tips can help with effective messaging:

Convey calm: Because the COVID-19 pandemic is ongoing, it’s understandable that some online content expresses fear and panic. However, your customers will want clear and specific information about your operation only. For example, are you reducing hours? Are their products affected? Keep it simple and straightforward to convey order.

Be honest: It’s a good idea to maintain an online presence and diversify overseas suppliers as a general guidance. However, this is easier said than done and some businesses may be struggling to maintain their activities if they have not done either of those things. If you cannot accommodate clients or must share negative news, be honest but also let recipients know the steps you are taking to rectify the situation. If you provide a timeline and outline your actions, it just might stop any concerned customers from leaving for your competition.

Avoid speculation: At the moment it’s not clear when regular day-to-day activities will resume so it is best to avoid committing to any firm date that you are not 100% able to achieve. Let customers know that you are following public guidelines and if you must give a date, notate that it’s pending health updates. Also avoid estimating any financial loss that your business or clients may suffer as predictions are premature.

Be sincere: While your product or services might be helpful to clients during this difficult time, it’s best to first ensure that your messaging reflects the seriousness of the current environment. Customers are likely worried about their own businesses or financial situations so be sure to express your concern.

Segment your list: It’s likely that the crisis is affecting your customer base in different ways and not everyone will require the same details. If you have very specific information about shortages, closures or staffing that only affect regular customers, avoid sending it to everyone on your list and instead opt for only those that are directly affected by the announcement. Not only will this limit the amount of emails the customer receives, but it will also prevent you from sharing any negative news more widely than is necessary.

The COVID-19 situation is challenging for individuals and businesses around the world. All corporations, SMEs and entrepreneurs are trying to communicate with their clients to maintain their business during this uncertain time period. Considering the tips above can help you reduce excess emails and unsubscribes.