keyboard, typing, computer

Communicate from the heart during a crisis

It’s been just over 3 weeks that things really started to hit the fan in Canada. It was very apparent that COVID-19 was here, and our lives were about to change. We started using terms like physical distancing, self-isolation and quarantine in daily conversations. Something that 3 or 4 months ago, we barely knew existed.

What is your online message during the COVID-19 pandemic?

It’s been just over 3 weeks that things really started to hit the fan in Canada. It was very apparent that COVID-19 was here, and our lives were about to change. We started using terms like physical distancing, self-isolation and quarantine in daily conversations. Something that 3 or 4 months ago, we barely knew existed.

Online platforms are a great way to deliver messages to your clients, staff, vendors, partners, etc.

We just have to focus on what to say.  

In my experience up to now with this pandemic, the messages I’ve received that have made me stop and actually read or respond have been messages about safety.

As a company or as a business, what are you doing to keep you and your staff safe? What are you doing to keep me (your customer) safe?

That’s it. That’s what I want you to tell me. What I don’t want, is for you to sell me.

I don’t want to hear about pandemic-specials, or a 50% off coupon that is applied at checkout. I don’t want to know about an affiliate program that gives me money off, or ways that I can sign up now and save later … save those stories for COVID-19 free days.

Those days are coming, I promise. We might not experience the same freedoms we had before COVID-19, but some of our normalcy will return.

And when it does, you want your customers to remember how you communicated to them. What you told them. How you spoke from the heart and showed empathy and compassion.

Speak about safety.

Safety for you and your staff should look like this:

·      staff are working with the appropriate distancing from customers and staff

·      staff has access to hand sanitizers and soapy water

·      staff have work from home options

·      staff have access to thermometers so that they can take their temperature at work

·      staff feel comfortable saying they are sick, and that they are able to self-isolate for 14 days. In fact, you are encouraging it.

Safety for your customers should look like this:

·      curbside pickup now available

·      delivery options within city limits

·      extra sanitization measures for your business or office during off hours (cleaning companies are an essential service; Clean Club Calgary is standing out as a leader during this pandemic if you are looking)

·      show what you are doing as a company to keep everyone safe (donations of medical supplies, supporting neighbors and friends, grocery deliveries, etc).

If you are a small business owner or an entrepreneur, this is your time to lead. No one has experience in this type of pandemic, there is no road map. Please don’t buy one, because no one really knows.

All I know, is that this is the time to be human. First. Above all else. Read a Brene Brown book, and lead from the heart.

Let’s lock arms, show some compassion and talk about safety.

We will come out of this, together.

Scroll to Top