Client Communication: 7 Ways to Have Great Communication with Clients During a Crisis
During the original timing of this post we were all dealing with the impacts of COVID-19 and the uncertainty it brought. It's was a scary time to be concerned for your health and welfare, as well as that of your family and pets. Many people welcomed new dogs into their homes during the pandemic, seeking companionship and comfort. Now those pets are a part of our lives and have needs such as veterinary care and training. Some of those pets experienced a lifestyle that was very out of the norm for the family and when the restrictions eased the lifestyle of the family returned to normal causing some confusion for the pet. This leads to frustration over behaviors and expectations.
So, what are you going to do?
This is what many of your clients are experiencing. When considering how to communicate with your clients during a crisis, we must first empathize with them and understand how they might be feeling. They are anxious, uncertain, scared, and stressed. Acknowledging these emotions and addressing their concerns will go a long way toward connecting with and effectively communicating with your clients during a crisis.
Let’s explore some practical ways you can communicate and share updates with your clients during a crisis. The past COVID-19 crisis has found us practicing “social distancing” and quarantine, but not all crises will be this extreme. Given that situation and applying what we learned, let's look at how we can help our clients within the limitations imposed on us.
Update Social Media Accounts Regularly: News and updates change quickly, and keeping your pages current is vital. During a crisis, people may try to call and reach your training business, leading to increased call volumes, busy signals, or long hold times. If clients check your Facebook or Instagram pages, ensure they can easily find out your current status. Are you offering virtual training sessions? What are your hours?
Communicate via Your Webpage: We are all guilty of not updating our webpages as frequently as we should. Adding a spot on the homepage front and center with your training business update is a great way to keep your clients informed.
Update Your Google My Business Listing: Keep your new hours updated, even if it’s daily. During uncertain times, it's hard to predict if you will be closing early or adjusting your hours. Updating your hours on Google prevents frustration when clients arrive at your training facility only to find it closed. If you need guidance on how to update your hours on Google, follow this link: How to update your Google My Business hours.
Update Your Hours on Yelp: For the same reasons as Google, keep your Yelp listing current. Here’s the link for updating your YELP listing: Updating Your Business Information on Yelp.
Use Your Client Management Software: Send out an email to your client base to inform them of changes. If you have adjusted your hours or protocols, such as offering virtual training sessions or curbside drop-offs, share that via email. Include useful information like what to do in an emergency, where to go, and how to reach you.
Share Reliable Information: Use trustworthy sources to reduce the spread of misinformation. For example, refer to the American Veterinary Medical Association (AVMA) for news and updates related to the veterinary industry and pet care during a crisis. Here is the latest on what veterinarians need to know about COVID-19: https://www.avma.org/resources-tools/animal-health-and-welfare/animal-health/sars-cov-2-animals-including-pets
Link to Reputable Organizations: In crises like the pandemic, link to relevant sources such as the Centers for Disease Control (CDC) at www.cdc.gov or the World Health Organization (WHO) at www.who.int. Also, consider sharing links to local and state-level organizations relevant to your clients.
We hope there will never be another instance requiring you to know how to communicate with clients during a crisis, but this knowledge is invaluable. Having a robust method for getting the word out to your clients ensures they are well-informed about your dog training business and what to do if they need care for their pets during a crisis. Developing this protocol will only make electronic communication smoother in the future.
If you need more ideas on how to communicate with your clients or optimize your Facebook page and other platforms, please reach out to me!