Even with the devastation of something globally threatening like the coronavirus, working with customers must be a top priority for companies that rely on product from China and affected areas. Some recommendations include:
- Know That Customers Want to be Understood
- Speak With Their Perspective
- Be Open, Genuine & Empathetic
- Here’s the Situation
- Here’s What We Don’t Control
- Here’s What We Control
- Here’s What We’re Doing
- Underpromise/Overdeliver
- Continue to Communicate Before They Ask
- Hourly Updates
- Twice a Day Updates
- Daily Updates
- Restore Customer Confidence in You
- Your Mere Presence
- Your Empathy
- Your 100% Efforts
- Your Communication
- Your Sincerity
- Expect Potential Fallout
- Some Customers Will Leave
- Some Will Demand Refunds
- Some Will Criticize Privately or Publicly
- Realize Potential Benefits
- Your Brand Strengthens for Future Business
- Customer Loyalty (Reward Them)
- Your Experience
- New Structure for Next Crisis