HOW TO COMMUNICATE WITH CLIENTS DURING A CRISIS

When there is a crisis, alarms are going off, phones are ringing off the hook and questions are coming in from every angle. But when it comes to clients – staying composed is everything. This also includes much more than small edits to a company’s messaging – from how customer centers respond to incoming customer inquiries to responding to social media posts and reviews, we share tips to help keep everything moving forward.

STAY CALM

This may seem like common sense but being the person at the table maintaining composure will go far as everyone from team members to customers search for that beacon of calm in the storm. Picture a time in your career when a colleague calmed you down in a stressful situation at work and how that significantly impacted how you reacted to the situation.

CONVEY THE NEED FOR HONESTY

During a crisis, it is easy to start manufacturing details to potentially cover up unseemly new developments or pivot to a little white lie when you’re on the spot – but the reality, not only is being honest truly the best policy in a time of crisis but it also well received because it demonstrates transparency. The repercussions of a brand or company being dishonest to its customers, stakeholders or employees are severe, even if the lie may seem small. Furthermore, being able to say, “I don’t know, but let me check and get right back to you,” is acceptable and encouraged.

SHOW YOU CARE

When there is uncertainty, people want to connect. If there is ever a time to sound warm and compassionate, it is when situations are going haywire. Whether it is remembering someone’s name to personally tackling a customer’s problem and trying to offer a solution – Inc.com shares their own tips when it comes to showing your customers and clients that you care.

BE PROACTIVE     

As with everyday business, it is important to know when to reach out to your audience. During a time of crisis, be that voice your customers can depend upon. Avoid making them seek the answers, instead – remember to reach out as soon as crisis strikes and continue to reach out as developments happen and then of course, be ready with the “all clear” message once the storm passes. Salesforce.com gives a brief list of various modes of communication to consider.

Over the decades spent resolving crises for businesses, staying calm, being honest, showing you care and proactively communicating to your audience are some of the most essential tips when it comes to managing a crisis. A crisis can feel extremely overwhelming but staying composed and remembering these tips is essential for the success of your business.

If you are struggling to communicate with your customers or would like to proactively plan for a potential crisis, we are available to offer sound advice and recommendations for your business. Click here to contact us.