1. Keep yourself safe and informed.
Stay up to date by following credible, official sources like the Centers for Disease Control and Prevention (CDC), the Ohio Department of Health, and your local government health department so you can respond quickly to changes that could affect you or your customers.
For individuals who are concerned about the potential need for testing based on signs and symptoms or the travel guidelines, call your primary care physician office for a phone screening, which will help determine whether you are a potential candidate for testing.
2. Stay in touch with your customers.
Proactively share important information with your customers using email, your website, Facebook page, Instagram Business Profile, or however you typically connect. Remember that you can pin important posts to the top of your Facebook page for quick viewing. You might include information about the measures you’re taking to make your premises or products safe, or how you will handle customer inquiries if there are expected shipping delays.
3. Try hosting online events.
In case you need to postpone or cancel any planned events as a result of the outbreak, try hosting a webinar or organize live sessions on social channels such as Facebook, Instagram, Twitter or LinkedIn.
4. Prepare a customer service plan.
In order to be responsive and transparent with your customers during this challenging moment, prepare for incoming questions and requests. Consider drafting templated responses for your emails or set up instant-reply messages with information you expect your customers will be looking for. Connect with your customers for free in real time using Instagram Direct Messages , Messenger or setting up a WhatsApp Business profile .
5. Provide a list of frequently asked questions (FAQs).
Prepare a list of responses for questions your customers are likely to ask, and provide as much detail and reassurance as possible in your answers. Here is an example of what an FAQ could look like:
Q: Can I cancel my order (travel tickets / educational programs / gym memberships)?
A: Of course we will cancel your order / reschedule or cancel your trip / pause your membership on request. Once your order is cancelled, the spend amount from your original purchase will be refunded to your account. We look forward to doing business with you again soon.
(Thanks to the Blount Chamber of Commerce for this helpful “to-do” list!)