We’re back at it, and as promised, we’ve finally named our video series. We’re calling it “Heed Our Advice.”
Today, we wanted to discuss a topic we mentioned toward the end of our first video, and it’s that we should all be thinking about what things might look like for our businesses after COVID-19. We see this as a gradual process — because we still don’t know when this global pandemic will truly be a thing of the past. But when we’re thinking about the “post-Coronavirus narrative,” we’re thinking relatively near-term. We’re considering questions like:
- How will we need to communicate to customers as regulations begin to allow businesses to reopen?
- How can we remain top of mind until we regain a level of normalcy?
- How can we show that we are here for our customers and are empathetic to their needs now and in the future?
These are important questions, and although the answers may vary from business to business and industry to industry, the overarching theme should be the same: In all that you do, you need customers to know that you care, that you’re available to them, and that you’re taking their health and safety seriously.
We were talking with Katie Love at WorkHound earlier this week, and she shared a concept they’ve been exploring with trucking companies and how they navigate driver feedback in the midst of COVID-19. It’s that drivers are going to remember how companies treated them during what is quite possibly the most frightening working environment many drivers have experienced in their lifetimes. The same holds true for businesses interacting with customers.
There are so many ways you can work to be remembered for handling things well in a time of crisis, but today, we’re sharing two:
1. Get company leadership out there. There’s value to be shared from every member of your team — but right now, it’s important to make sure your customers are able to hear what they can expect from your business straight from company leadership. People do business with people — and knowing that your head honchos care enough about their customers to spend time communicating with them can go a long way in building trust.
How you get your leadership team in front of your customers is up to you. They can author newsletter or blog content for your website, participate in video calls or podcasts, create video content similar to what we’ve done here… (If you do participate in opportunities with media outlets, be sure to share those on your website and social channels.)
2. Ask for reviews. If you’ve had big wins for clients as they navigate difficult times — or if you have some long-time clients who you know value your services — ask them to write you a review. (Many people may even feel honored that you value their opinion enough to ask.)
Once we get to the other side, some prospective customers may be looking for new providers. Having current reviews — and if possible, reviews that address what an asset you were to a client during times of crisis — can really set you apart from your competition.
Reviews can be left on Facebook or Google, as well as collected to create testimonials on your website. Simply craft an email with your request, along with direct links to your business’s listings, to make it as easy as possible for your customers.
Bonus Tip: Creating Your Google Review Link
Creating the link to automatically open your Google review window isn’t super straightforward, so we wanted to share how you can do that.
First, search for your business in Google’s Place ID Finder, and copy the Place ID. (Note: If you operate in more than one location, you’ll need to create individual links for each location.) Then, paste the Place ID at the very end of this URL (after the equal sign):
Be sure to test your link before you send it. It may take a second to load, but it should automatically open the field for a customer to begin typing a review.
If you have questions about how you can connect with your customers now and in the future, contact us.