Whether your responsibilities lie in communicating to your client or on behalf of your client, a time of crisis is going to put your capabilities to the test.
1. Take extra time to personalize your communication strategies to match each audience you are interacting with.
For example, an email to clients or stakeholders might contain information about what methodology you have in place for customer outreach or how you intend to retain a surge of new customers that may drop off once the crisis dissipates. Outreach to a client’s customer base might alternatively focus on the plan to keep business operations going with minimal disruption or targeted training videos to help users self-teach. Because consumers generally react better to content they can understand, making the extra effort to customize messaging will pay off long-term.
Tip: Do something different or special to make your message stand out. Go ahead and use your electronic newsletter templates and social media channels. But maybe a personalized email from you to your clients (employees or volunteers) – without all of the graphics and polish – will let them know you are making a special effort to reach out to them.
2. When a crisis situation is ongoing, there really is no such thing as over-communication.
No matter which audience you are communicating with, maintaining a clear, consistent message is important. Let your audience know you are there to help in whatever capacity you are able. Remind customers or clients of how you’ve altered your business model to better assist everyone affected by the ongoing situation. Also, it is important to keep communicating with clients and/or customers even if your business is inactive; if your goal is to have an active, thriving business again long-term, you need to maintain those key relationships.
Tip: In a time of crisis there’s a lot to communicate in a little amount of time. Create an information hub so your audience can find all information related to the crisis in one place. Once you’ve established an information hub, update the content regularly or as new information becomes available.
3. If you must make budget cuts, be kind to your big picture bottom line.
Realistically, spending ad dollars to sell gym memberships isn’t a responsible expense when the whole state is under stay-at-home orders unable to frequent crowded places like a gym, for example. So, we understand making cuts here and there during tough times. Having said that, reallocating all your marketing dollars or thrashing your overall budgeted expenses prematurely isn’t a smart business decision. If your business weathers whatever storm it is going through, you’ll be in a better position to recover if you can hit the ground running again with some planned expenses rather than have no budget to work with and no way to reach your audience to bring them back in. The point is, try not to make decisions out of panic; think you business strategy through.
4. Keep employees and volunteers feeling in-the-know and valued.
The way leadership communicates (or doesn’t communicate) to employees and volunteers will directly impact loyalty, which can lead to a loss of talent. Employees remember how they were treated during the worst of times much more vividly than during the best of times, so it is important to allow employees as much empowerment as possible during crisis situations. In some cases, your organization will be responsible for communicating with employees or volunteers, including volunteer board members. It is important not to overlook this hugely important aspect of successful crisis communication management. Remember, you can do all the right things on behalf of your client’s brand and budget, but if you don’t treat (or help them treat) their employees with respect and kindness during troubled times, the whole structure will collapse.
5. Give good business advice without taking advantage.
It might feel like an easy upsell to encourage a client to add on social media services and an extensive SEO package to boost their business during a time when face-to-face commerce has minimized and digital marketing is critical, but who are you really serving? While your ultimate goal as a business owner is to make money, you need to be realistic and be loyal to the clients who are being loyal to you. If your team is stretched due to economic hardship, there is nothing wrong with changing price points to help your business model move forward. But pushing services on struggling clients is only appropriate if you are actually helping your client by doing so. For example, if a local restaurant doesn’t have an online presence, it is absolutely appropriate to ask the question, “How is your community going to support you if they’re unable to find you?” However, the answer isn’t necessarily to start a website, a Facebook page and an Instagram account all at once. You can give good advice without taking advantage. You can give a customer what they need without giving them everything they need at all at once.
How is Enterprise Iowa handling the COVID-19 crisis?
Like most other businesses nationwide, our team is doing the best we can to minimize the risk we put on each other and put out into our community. We’ve taken measures to work from our homes, serving our clients through Adobe Connect meetings, Slack conversations and more. While most businesses can’t have a perfect plan in place for a situation like this, our team has done well adapting to our new working normal. We feel fortunate to be able to continue to serve our clients and do our part to help stimulate economic prosperity in Iowa during this low point. For any businesses struggling to get through the economic hardship inflicted by COVID-19, reach out to see how we might be able to help revise and rejuvenate your business strategy.