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COVID-19: How to Communicate to Customers

Posted on March 25, 2020


Want to communicate with your customers without sounding like another COVID-19 broken record email? We’ve created easy to use templates to help you deliver useful information because now is not the time to stop talking to your customers. 

We get it - there is lots of change happening fast, and you’re dealing with a lot: handling business, protecting your health, dealing with kids at home. But going silent on your customer base isn’t the way to go.

Many home service industries are seeing a rise in cancellations. Or depending on the state, city, or county you live in, your business may qualify as “non-essential,” and now you’re the one having to reschedule customers. 

Communication right now is imperative, and we want to help make it as easy as possible for you. We’ve created materials you can cater to your company and utilize Estimate Rocket’s system to update your community.

 

Templates & Examples 
Disclaimer: Before utilizing any communications, be sure to check your eligibility.

 

CHECK YOUR ELIGIBILITY

Several U.S regions have declared states of emergencies. Contact your local state office to determine if your services are determined essential and if you can continue doing business. If you are essential, check with your local governments and health authorities to ensure that you are following the latest guidelines to protect your customers, employees, and your community. Click here for an interactive map updated daily.

Screen Shot 2020-03-24 at 1.09.35 PM

 

HOW-TO COMMUNICATE WITH CUSTOMERS

Find the email that best suits your business below. Copy and paste the text. Replace the blue portions of text with your relevant material and turn all text to black.

Email Templates

Email Text for Business Not Effected by Shelter-in-Place

Hello {client_first_name},

As the COVID-19 pandemic spreads, the world around us is changing rapidly. And while many things are changing, our commitment to our customers and our business has not changed.

First, and most importantly, your safety is our top priority. We’re continuing to monitor the Center for Disease Control (CDC) and <<INSERT COUNTY HEALTH DEPARTMENT>> for updates and any changes that might affect the way we serve you and your family.

We are continuing serving our customers, but we've added precautions for everyone's safety:

<<INSERT ADDED COMPANY PRECAUTIONS>> 

Examples: wearing gloves and masks inside a home, utilizing online payments only, remaining at a six-foot distance with customers, sending any employees home who are not feeling well, rescheduling appointments with any customers not feeling well.

We are committed to serving your needs. We are working hard to ensure you continue to experience the high-quality service that you have come to expect from {account_company_name}. We are continuing to monitor the situation closely and will update you if this situation changes. 

Thank you for your business,

{sender_name}
{sender_phone_number}
{sender_email}

Email Text for Essential Business

Hello {client_first_name},

As the COVID-19 pandemic spreads, the world around us is changing rapidly. And while many things are changing, our commitment to our customers and our business has not changed.

First, and most importantly, your safety is our top priority. We’re continuing to monitor the Center for Disease Control (CDC) and <<INSERT COUNTY HEALTH DEPARTMENT>> for updates and any changes that might affect the way we serve you and your family.

As an essential business to our community we’ll continue on with business with added precautions:

<<INSERT ADDED COMPANY PRECAUTIONS>> 

Examples: wearing gloves and masks inside a home, utilizing online payments only, remaining at a six-foot distance with customers, sending any employees home who are not feeling well, rescheduling appointments with any customers not feeling well.

We are committed to serving your needs. We are working hard to ensure you continue to experience the high-quality service that you have come to expect from {account_company_name}. We are continuing to monitor the situation closely and will update you if this situation changes. 

Thank you for your business,

{sender_name}
{sender_phone_number}
{sender_email}

Email Text for Non-Essential Business

Hello {client_first_name},

As the COVID-19 pandemic spreads, the world around us is changing rapidly. And while many things are changing, our commitment to our customers and our business has not changed.

First, and most importantly, your safety is our top priority. We’re continuing to monitor the Center for Disease Control (CDC) and <<INSERT COUNTY HEALTH DEPARTMENT>> for updates and any changes that might affect the way we serve you and your family. Currently, under the shelter-in-place rules, we are not an essential business and we’ll be reaching out individually to reschedule any in-person appointments or work. 

((Optional if your business is taking over the phone/Video conferencing estimates. If not, delete this portion)) In the meantime, we’re able to provide estimates virtually using <<NAME OF APP: ZOOM, GOTO, FACETIME>> and schedule for future projects. If you’re interested, please reach out.

We are hoping to return to business <<INSERT DATE OF SHELTER IN PLACE END DATE IF PROVIDED>>.

We are committed to serving your needs. We are working hard to ensure you continue to experience the high-quality service that you have come to expect from {account_company_name}. We are continuing to monitor the situation closely and will update you if this situation changes. 

Thank you for your business,

{sender_name}
{sender_phone_number}
{sender_email}

Social Media Examples

This post from Ryan and Sherrie at ITech Painters is a great example of a company choosing to move forward with projects, but explaining the precautions taken to keep everyone safe and healthy.

Screen Shot 2020-03-24 at 1.40.07 PM

This post from the Raise-Rite team is a great example of a company suspending face-to-face appointments, but moving forward with virtual meetings and scheduling.

Screen Shot 2020-03-24 at 1.35.47 PM