How to talk with burned-out, stressed-out, freaked-out customers
Published May 25, 2020
When we’re feeling tense, it’s hard to comprehend new information.
Here’s a quick communications lesson: every message has a sender and a receiver. In order to communicate well, both parties need a basic understanding of the other. And right now, we’re all suffering, which is leading to miscommunications and missed communications. (There are so many barriers to communication right now, we’re seriously surprised how anyone is getting along!)
When you notify your customers or employees of any COVID related updates, try these three tips:
# 1 : Remind people why it’s important
Example openings:
“With the safety concerns of COVID-19, we have decided to….”
“Thanks to social distancing practices, we have a capacity of…"
"Due to the current safety restrictions, we have 50% occupancy and appreciate your patience..."
Back in January, everyone carried themselves by a set of internalized rules, and now those rules have changed, and they continue to change. By reminding people why these policies exist, hopefully they’ll remember that it’s in their best interest (and not due to your secret, evil plan to annoy them).
# 2 : Remind people of the basics
Example details:
“We are open between 9am-5pm”
“We do not respond to emails outside of business hours”
“Call us at 555-555-5555 if you have a concern"
People might miss details right now. Speak clearly, speak concisely, and stick to the facts. And then state the facts again. We’re all simply stressed out, and we’re missing the obvious.
# 3 : Remind people that you’re a person too
Example closings:
“Best wishes, Sheila and the entire staff at Sheila’s Salon”
“We really appreciate your flexibility. See you soon! Bryan's General Store”
“Thank you! Forever your florists, Dennis and Tanya"
It’s easy to think of businesses as faceless corporations (especially the big guys, like “Amazon,” or “Walmart.") Though, each of these businesses are run by people. It’s harder to be rude when someone can empathize with the person sitting across from them.
Bonus #4 : if someone yells at you, remember that they’re not yelling at you.
They just needed an excuse to yell. It’s not fair, so if you need it, go home and yell into a pillow just like they should have done. Tomorrow you will lace up those bootstraps and get back at ‘em, because that’s just what a good person like you does.
If you’re having any trouble with marketing, internal messaging, or how to tie those bootstraps, we’re here to help. Simply Email hello@wimblystoke.com.
Best wishes,
Katie and Nick.