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Take a look at your profile and make sure you are emphasising what it is you are offering now to help your customers. And don’t forget if you have created an extra phone line or another emergency contact to cope with the extra queries add these also.

Automated Responses

Certain businesses will be receiving a higher than usual volume of messages. To manage your customers’ expectations and to keep transparent about your Covid-19 communications, you can set up an automated response to explain why there could be a delay and when to expect a response.

You may also consider redirecting the message elsewhere for a more immediate response.

Opening Times / Work Patterns

If your business has adopted different opening hours than usual, make sure your customers are aware of this by posting updates and placing the change of hours in your profile too.

Tell your followers why you have done this and detail the benefits to them.

Keep your followers informed of event statuses

If you have any events coming up that are still going ahead, confirm this on social media and give the date – many will assume it’s not happening. Your followers will appreciate a little more information on how you are going to manage the event too. Be honest and tell the attendees what steps are in placed to ensure their safety. Reassure them that all surfaces will be cleaned before anyone arrives and that everyone will be politely asked to wash their hands on arrival.

Likewise, inform your followers of any events that have been cancelled or postponed.

What To Be Sharing On Social Media

This is the question on everyone’s lips, ‘Just how do I communicate with customers about Covid-19?’ I’ve spoken to many of my clients about this. Some are worried that they may sound like they are taking advantage of the situation and others don’t think it’s appropriate to sell their products during this time. It’s a tough one, but you really need to continue posting to reassure your followers that you are still there for them and that your brand is one they can trust.

Transparency and positivity are key. Your honesty will be valued by your customers so please tell them what you can offer, and just as importantly what you can’t. And, if there is likely to be a delay, tell your followers explaining why.

Here are my recommendations for the best way to communicate with customers about Coronavirus.

• Light-heartedness. While the number of positive cases of Coronavirus in the UK is still relatively low, this may not always be the case and there are families who are currently looking after very sick relatives. While humour is always welcome, tread carefully and make sure that any amusing posts won’t offend any of your followers. I’d recommend you stay clear of Coronavirus jokes. Coronavirus and social media are not always the best mix – leave that to the professionals.
• Positive stories. Now is a good time to tell your customers what you’ve been doing in the face of adversity. Talk about the extra cleanliness and how you are washing your hands more often. Have you any videos to share of your staff washing their hands to their favourite songs? Staying positive is infectious too!
• Live Streaming. We have been told to limit our physical interaction with others. What better way to keep in touch than to livesteam and show our faces? Talking directly to your customers is wonderful for maintaining trust and keeping a strong connection going. You could really get across the ‘We’re in this together’ message and ask your customers how they are managing and if there is anything you can do to help.
• Plans for the next 6 months. It may not seem it at the moment, but this crisis will pass. Share your plans and remain optimistic – your customers will appreciate learning about your positive plans as it confirms that there is light at the end of the tunnel.
• Crowdfunding opportunities. Whilst business may be a little quieter than usual it’s the perfect time to consider if there is a way that your customers can invest now for a future product or service you are planning to launch?
• Shop local – shop independent. Encourage your followers to support independent businesses. Tell them what you have available to buy online. It’s messages like these that will positively reinforce the ‘We’re in this together’ message.
• Ask for help. There’s no denying it, we are all going to struggle in some way, shape or form. It’s OK to ask your customers for their help. Tell them that you really want to keep your premises open for example, but to do this every visitor will have to wash their hands before entering. Small gestures and support will mean you can keep doing what you do best. Your customers will want to be a part of your journey and see you succeed.
• Who’s in your team. Give a shout out to your cleaning team and others who are working tirelessly behind the scenes to keep the wheel’s turning. People love to see the people behind a brand.
• Sharing news. If you are going to share news about COVID-19 only share from reputable sources.