People are forced to change their lifestyles, adapt to working from home, and re-evaluate their needs. When facing this uncertainty, it’s important to communicate with your customers and team with empathy and compassion.
Your customers have a lot of questions right now. They’re wondering how this crisis will impact their business. Meanwhile, your team is looking for guidance on how to manage and retain their prospects and customers.
In this article, we'll offer you practical solutions to help you keep your team informed and your customers calm.
What this article contains:
What to communicate to your clients and when
How to Update Your Cold Outreach Policies
How to help salespeople manage their customers with the right messages
How to support B2B customers who may be facing financial difficulties
How to communicate your own business challenges
What to communicate to your clients and when
First, your customers look to the companies they trust for guidance and clarity. The best way to ease anxiety and nerves is to communicate regularly to keep them informed.
When communicating with customers and prospects about your overseas chinese in worldwide data business’s actions during the pandemic, it’s important to be empathetic and express your company’s collective support for your customer base. You need to express empathy and communicate that we’re all in this together.
Next, provide detailed, actionable information that is helpful to your customers right now. Let them know about any new policies your company is adopting right now to weather the storm, and help your customers do the same.
For example, highlight any temporary offers you're promoting, such as an extension of payment terms or a free upgrade to a subscription. Be sure to explain how cancellations will be handled. Communicate your updated company policy in detail (for example, whether you'll be granting refunds or offering credits to use later).
Sales improve when you help your customers succeed. Now more than ever, your priority should be supporting your customers, not trying to make a sale. One thing you want to avoid conveying is that you're still trying to hit your quota, get your commission, and meet your personal needs.
How to Update Your Cold Outreach Policies
Naturally, standard cold communication won’t be appropriate at this time. At “text time,” there’s a lot of uncertainty, and communicating with your usual messages could convey insensitivity.
Watch the market and stay in tune with societal changes. Everyone is entering uncharted territory, so there will be a period of adjustment. Synchronization with current reality, as is always the case with cold emails and calls, is crucial.
When a sense of normality begins to set in, it will be more appropriate to resume regular communications. Your messaging should adapt accordingly. Mention that this climate may be the new normal for some time and ensure your customers are doing everything they can to adapt and continue to provide a service.
