During the COVID-19 pandemic, it is crucial to get a brand messaging game plan in place and be certain your entire organization is on the same page. Communicate with your customers and let them know what your company is doing to address the ongoing changes. A “COVID-19 Letter to Our Customers” statement on your website, an email sent to your customer list or a simple phone call.

First, explain how your company is committed to the health and safety of both its employees and its customers and what you are doing to make this happen.

Second, if still operating, explain what measures your company has taken to facilitate continued workflow. These can include online collaboration platforms, video conferencing or phone consultations.

Third, make certain your clients know the best way to contact you.  If your company is working remotely you may need to update your office voice mail system or provide a mobile number to a decision maker who will respond within a stated window of time.

Fourth, stay visible. When times are good you should advertise. When times are bad you must advertise. Staying in front of your customers can project to consumers the image of corporate stability during challenging times.