COVID-19 Part 1: Two Marketing & Customer Service Updates that Take 20 Minutes




Small/medium-sized businesses are facing some of the toughest challenges during COVID-19. Between pivoting to different revenue streams, adjusting to remote working, supporting employees, and everything else, it's overwhelming.

Although many businesses have the basics covered, there are quite a few that aren't updating the basics. Here are a couple of things you can do today in 10-20 minutes to make sure your customers can support you.

Your phone/voicemail: It always surprised me when any small businesses did not have voicemail set up, update their outgoing voicemail, or manage their phones pre-COVID-19. You're leaving money on the table. It's free and doesn't much time! Take 5-10 minutes to make sure it's saying:

  • If you're open.

  • Your hours

  • Visit your website for more details on your COVID-19 processes.

  • If your business is busier due to COVID-19, tell your customers. (Bonus: give them a time frame on when they can expect to hear from you. Stick to it.)

Your digital space: Make a list of all the places your business has a presence online. Follow the link below to download a list that I created to get your started. You can go into more detail on your website and on socials to ensure that your customers know what to expect before they go to your business. Be sure to include any waivers, forms, and any other relevant information. Here are some excellent examples:

  • Deja Brew, a restaurant/bar, created an automated pop-up message with their hours, experiencing a high volume of calls, and what to expect if you're planning to dine in the restaurant. They regularly update this.

  • Chic Salon does an excellent job of including all their processes and waivers online so people know what to expect.

At this point, we all know that doctors and scientists learn new things about coronavirus almost every day and update their guidelines accordingly. Plus, it's hard to wade through all the (mis)information that's out there. Make a note to review official guidelines and your messaging in these places on at least on a biweekly basis.


Business Info Location Checklist
.pdf
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