Determining how to navigate this pandemic can be tricky, so we’ve put together a few examples of how to communicate with empathy to your customers. Updates are critical in this time, but it is also important that you remember to remain considerate in regards to how frequently you post them and the voice behind the messages you send.

Sharing your new operating hours:

While many businesses have made the decision to close, others have found it necessary to keep their doors open with reduced operating hours. For those of you who are remaining open, it is crucial that you give updates of your current operating hours as well as the steps you are taking to ensure a clean working environment for your employees.

We’re all getting flooded with emails. More now than ever before, brands that we normally don’t hear from are filling up our inbox. Here are a few things you may want to consider putting inside your email to share important information while keeping your customers engaged.

A change is company procedures (operating hours, shipping delays)
A change in policies (return policies)
Relatable content (this could be something as simple as a quarantini recipe or a collage of who your employees are staying home for)

Many online companies are offering promotions, sales, and free shipping to accommodate the fact that their store’s doors have been forced to close. It is important to avoid using pandemic-related words as promo codes. Instead, you can try to keep it focused around the season (SPRING20) or the deal itself. The most important thing to remember is to not use this time of panic and stress.

Keeping people distracted and entertained while in the know can be a difficult balance. While we still don’t have all the answers on how to address changes during this pandemic, we hope this can be a start!