How Local Businesses Should Communicate With Customers During COVID-19
George Nguyen from SEL previously outlined just how local search veterans are using every channel available to help their clients stay relevant and keep customers informed.
Read on for our summary below!
1- USE YOUR (97 Display) SITE TO INFORM CUSTOMERS
Make COVID-19 related announcements and information prominent and easily accessible.
Just contact our support team at email@example.com 🙂
2- BE CREATIVE WITH EMAIL
People are looking for things to kill time.
Get creative & humanize your communications (if you can make it funny, that’s great as well)!
3- UPDATE YOUR GOOGLE MY BUSINESS PROFILE
You can update the name, the description, and Google Posts are going to be really helpful.
Google has even created a special COVID-19 Post category that enables businesses to include changes to how they are operating, special hours and temporary closures, requests for support and safety, and hygiene-related updates.
4- BE AWARE OF GOOGLE’S LOCAL REVIEW EMBARGO
Google has temporarily disabled new local reviews as well as the ability to reply to reviews, with no announcements on what will happen to reviews left during this period.
5- SEEK DEEPER ENGAGEMENT VIA SOCIAL MEDIA
Encouraging direct engagement between your staff and your audience via social media can help you humanize your business, continue to serve your customers and keep you relevant while social distancing is in effect.
6- INCORPORATE OFFLINE MESSAGING
Putting up a storefront notice with contact info can show customers you’re still within reach. However, if you typically receive high call volume, keeping customers on hold for a long time can surely backfire.
Consider directing customers to your website (perhaps by including it on your storefront notice), where you can publish complete details and address their concerns without keeping them on hold.