Building Business Resilience Socially distanced meeting STRENGTHEN TWO-WAY COMMUNICATION • Keep customers updated on changing conditions. Clients and consumers may be concerned about how the pandemic will affect their ability to receive your goods or services, so mitigate concerns by directly addressing these challenges and conveying up-to-date information regarding the situation. This could be via email, social media or another communication channel relevant to your business. If you have additional requirements for clients and customers— such as mask mandates, reduced capacities and other visitation restrictions—be sure to outline those up front to manage expectations and eliminate surprises at the point of service. • Increase customer engagement. Show the humanness of your business by giving behind-the-scenes insight on what your team is doing to address challenges, as well as additional measures you’re taking in response to the pandemic, such as new protocols to keep customers safe. Express gratitude for your customers’ business and support, and respond to feedback to improve the customer experience during this time of upheaval. • Connect with team members. With many workplaces shifting to a partial or all-virtual environment, increased communication may be necessary for ensuring a smooth transition. Meet regularly to track progress and solve challenges, and establish expectations regarding online communication. Additionally, address concerns and issues with transparency, even if a solution is still in the works. FOCUS ON STRENGTHS • Emphasize customer service. Customer service is always important, but with added inconveniences, reduced product and service offerings and dramatically altered consumer experiences, your clients and customers 9 ANDREY POPOV/ADOBE STOCK
Business in Colorado May 2021: Page 9
