Are You Unknowingly Giving Your Customers an Easy Reason To Find Your Competitors?

Businesses that reach out to their customers deep trust and provide an important anchor in uncertain times that will pay off with future business

A friend recently complained that her dentist’s office didn’t communicate well about her upcoming appointment, which she correctly suspected a few weeks ago would be canceled, given the current coronavirus situation. Like any good patient, a few days before the scheduled cleaning, she called and learned from the dentist that the appointment had been canceled. He informed her that a formal notification by text would come soon. Two days before the appointment, she received that text, the same kind of text she would have received seeking to confirm the appointment. The dentist had missed a golden opportunity.

Now more than ever is when patients or whoever you serve really need to hear from you. Yes, when you may struggle to find the perfect words is when the companies and charities we care about most must be communicating with us.

Owners need to assure their audience, especially their raving fans. Whether open limited hours, reduced stock or services or whatever, business that intend to reopen when things settle must make their intent clear with communication now. Your customers need to know what you are doing and how you are reacting to the situation, even if you are doing nothing but waiting it out.

The more things become confusing and unsure, the more we look for things or people that ground us.

How many people do you know that are rewatching a TV series or movie? They need the reassurance that something — anything — remains the same, whether it’s Ross and Rachel, Don Draper or Walter White. Silly, yes, but soothing all the same.

Your messaging can anchor your business and provide comfort.

Here are a few examples of brands that sent communications over the last few days:

Mahabis, the high-end slipper company, recently sent an email to its database sharing some of the funny misspellings of its name in a stack of memes. The subject line read “hard to spell, easy to wear.” One said, “Oh, you’ve got some of those wasabi slippers on.” After handful of other misspellings…

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