How to stay engaged with your clients during the pandemic
The COVID-19 pandemic sweeping the globe is forcing businesses to change the way they work. However, despite the uncertainties that lie ahead, one thing hasn't changed, and that's the importance of maintaining good connections with your clients and potential clients. In fact, it is even more important during these troubled times. Even though social distancing and lockdowns have virtually eliminated face-to-face contact, you can still provide an excellent service and stay in touch with your clients and potential clients alike.
Here are a few strategies to keep your clients engaged and in the loop during the lockdown.
Ensure your website is up to date
Reassure your clients that you are still open for business. Update your website with any changes to services, opening hours, or anything else that may be different because of the outbreak. If you have a bricks and mortar business tell your clients what steps you are taking to mitigate risks and keep your work environment safe and clean. Be proactive about your communications.
Be active on social media
Your clients have been forced to stay in their homes, which means they'll have
more time on their hands. Some of that will be spent on social media searching for information. Whether you want to keep people up to date with what's going on with your business or you want to provide them with useful content, it can be helpful to increase your social media presence. If you're still not active on social media, read our previous newsletters on which platforms to use and how to set them up.
Keep up your email communication
Send emails to your clients to let them know that you're still operating during the crisis and that you are there to help them. Be mindful not to send emails for the sake of it. There should always be a client-focused purpose, such as providing updates on how your service is being impacted, then directing them to your website for more information. Perhaps you could even create a dedicated FAQ page for news and updates.
Organise webinars
If you're a business that hosts webinars, organise one to keep your clients in the loop. This is an excellent way to pass on important information quickly. If you're not already set up for webinars, it could be worthwhile considering this smart tool for reaching out to clients and prospects alike. Webinars can help increase your brand awareness, create and strengthen business relationships and highlight your expertise in your chosen field. They are also a great way of sharing useful information for free, with the hope of it leading to more business.
Continue to serve your clients well
Whether you offer phone, email or social media support to your clients, now is the time to ensure you bring your A-game to customer services. No matter how they reach you, make sure they can do so easily and respond to every query promptly. If your phone lines are continually jammed or your email inboxes full, install live chat on your website. Your staff will be able to respond quickly to queries and update customers while performing their other duties.
Recap…The situation is changing rapidly, and no one is sure what each new day will bring. But remember in difficult times it's more important than ever to communicate with your clients and improve their experience with you.
PS: If business is slowing down a little because of the current situation, use the time to regroup and plan ahead. Do some of the things that have been on the back burner for a while and work out how you're going to take the business forward when this is all over. This could include making changes to your website, maybe even creating a new one, and developing fresh strategies for your online marketing campaigns.
