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Providing Exceptional Service During Concerning Situations

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Preparing for the unexpected is an inherent part of being a business owner and a mom. Honestly, dealing with whatever comes our way as mothers is one of the greatest skills we can use in business. 

The unexpected situation we are faced with today is the spread of COVID-19 (coronavirus). We encourage you to spend time to create a plan that allows you to address this situation head on and build trust with your customers. And while we wish it wasn’t true, this will not be the last difficult situation that faces your community. Make a plan that that you will be able to use again.

The following strategies, tips, and templates are designed to help you navigate the current situation related to coronavirus 

  1. Start the conversation

    Build confidence and trust with your customers by addressing the situation.Concern is natural in a situation like this, and you have an opportunity to deepen the relationship with your client by addressing the situation calmly and professionally.

    We’ve included some templates for initial conversations with your clients addressing the situation with COVID-19.

    Email Template:

    Hi NAME,

    In light of the situation regarding COVID-19 (coronavirus), I wanted to reach out about our upcoming appointment.

    I want to do whatever makes you feel most comfortable. My family and I are feeling healthy. If that changes, I will notify you immediately. (Also, if you have any health concerns for your family, please let me know.)

    I am also offering virtual consultations/phone appointments if you would prefer to meet online. Additionally, I am happy to reschedule our appointment to another time.

    I appreciate and value your business, and look forward to hearing from you.

    BUSINESS OWNER NAME

    Text Message:

    Hi! I am reaching out in light of the situation with COVID-19 (coronavirus). I want to assure you my family and I are feeling healthy and will alert you if that changes. If you would like to reschedule our appointment or have a virtual meeting, please let me know. Talk soon - BUSINESS OWNER NAME

    Tip: You can send out mass text messages using a service like Hit Em Up for quick communication to your customers.

    Phone Script: (Voicemail)

    Hi, this is NAME from BUSINESS. I am reaching out in light of the situation with COVID-19 (coronavirus). My family and I are healthy, however, I want to touch base regarding any concerns you may have.

    I will be offering phone appointments/virtual consultations should you prefer to meet online. I am also happy to reschedule our upcoming appointment.

    Please be in touch if you would like to change your appointment. I will be sure to be in touch with you if anything regarding my family’s health changes. If there are any health concerns with your family, please let me know. Thank you!

  2. Create a plan for changes in work availability

    There are a number of factors that could impact your work availability when emergent situations occur. Being proactive not only builds trust with your customers, but also helps your customers anticipate these upcoming changes.

    If you are going to be unavailable, or have significant changes to your work hours, consider:

    - Setting up an auto-responder with some brief information for both customers and prospective buyers
    -
    Change availability in scheduling systems like Calendly

  3. Consider ways to fulfill your services while minimizing risk

    Spend time brainstorming how you can minimize risk and communicate these options to your customers.

    Here are some ideas you can consider, depending on your business:
    - Ask to FaceTime/Skype for a walk-through of a clients home or office
    - Offer to drop of meals in a cooler at your client’s house
    - Create videos for sharing information if possible
    - Host online consultations/appointments 
    - Send some email/text tips to customers who have rescheduled for later

    Even if your schedule has to change, making time to serve your customers and provide value will keep them engaged and excited to work with you.

  4. Take care of yourself and your family

    While we won’t offer medical advice, we do know you cannot pour from an empty cup. When you have clients and a family to care for, it is easy to get burnt out. Be sure you are caring for your needs and doing what you can to stay healthy. 

We hope this gives you a place to start you found this content helpful. Please know that we are here to support you and help you navigate this. 

Share your ideas for how you are approaching this situation in our community group so others can continue to build out their plans! 

Join our Community!

Written by Team Pepperlane

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