We can’t always predict when a crisis is going to happen, or how hard it will hit business owners. Some business owners might not have ever planned for a pandemic that would close businesses doors globally. If there is anything that we can learn from this, it’s to make a plan for the future and crisis-proof our businesses.

Social media is such an important communication tool now more than ever, and many business owners are turning to social media looking for support in these unprecedented times. It is for this reason, that social media posts need to have an extra layer of value, empathy and care for your customers.

Here are some strategies to manage and create a valuable social media presence:

Listen first, then respond

Prepare for changes in your customers behaviours. As people are asked to self-isolate, stay home, avoid going to parks and recreation centres there will be a number of behaviour changes in your customers. The first thing to do is listen to what people need and want. People will turn to social media to ask questions, get advice and seek support. If you business can help in any way, this is when you step in and offer your guidance and support.

Pivot your social media strategy to provide the most value for your customers at this time

If you have not taken a step back to pause and reflect on your current social media plan, now is the time to do that. The first step would be to pause your scheduled content because it may not be relevant to what is happening around you. Furthermore, it’s important to make changes and pivot your business to support your customers’ needs at this time.

  • Creating flexible payment plans for your services
  • Building out an eCommerce platform
  • Live streaming and online courses

Be sensitive and communicate with your customers

 In times of crisis, It’s almost always better to over-communicate than under-communicate. Let your customers know what it happening with your business, whether you are closing your doors, changing your hours or moving things to a virtual platform. In addition, strive to make your message clear, relevant and mindful.

Now is the time to really “check in” with your customers and see how they are doing, and what you can do to help them.  Understand that each customer may be handling this situation in different ways, and it’s important to reassure them that you are there for them.

Spreading some joy

When it comes to building long-lasting relationships with your customers, it’s important to show empathy in times of crisis. There is so much negativity on the news that it can be extremely overwhelming. Think about the content you are posting and how it can change someone’s day. Find little ways to delight and put a smile on your customer’s face. For example, you can do this through sharing a quote or a personal act of kindness.

During this time there are many questions that arise around how to move forward with business. If you need to chat or brainstorms about managing your social media or creating a new strategy, contact us!

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