While we can’t control the global crisis at hand, we can control our response to it.

Here are 5 tips to help you create a plan for communicating the impact on your business and provide next-steps to your customers.

1-Show that you care!


Everyone looks for increased connection during times of uncertainty. You can play a role in this. Consider a message to customers to show awareness of the issue and offer helpful resources. Social media and email are easy, effective ways to do this.

2-Be proactive in your communications.

Your customers count on you even more than usual during a crisis. Proactively announce changes to your operations and any impacts on your business. Do not make customers hunt for the information they need – instead, bring it to them. This will free up your time to focus on operational tasks rather than answering the same customer questions over and over again.

3-Ensure that your message is clear across all of your channels.

Your message should be the same via email, SMS, push notifications, social media, chatbot introductions, website homepage, and headers, and dedicated web landing pages. Establish a consistent approach designed to inform customers and the community.

4-Offer a shoulder to lean on.

Show your humanity with an authentic, sensitive response. Seek ways to help and support both your customer base and the community at large. Be a leader by providing a message of strength and hope. Do everything you can to help. Share a donor portal, share posts from local charities, donate products, services, money, or time and inspire your audience to do the same.

5-Audit your content.

Review your messaging to identify communications that need to pause or shift as a result of the situation. Otherwise, there is a risk of damaging your brand if a message comes off as insensitive, incorrect or seeking to capitalize on a tragedy.

One thing is for sure, doing nothing is not an option. You must stay active online, now more than ever. For more tips on managing your brand online follow @vanpattergroup on Facebook, Twitter, Instagram, YouTube and LinkedIn.

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