Shannon:
We're living in interesting times. We're all in this together. And you're probably wondering, what should I say right now? What should I be saying to my client base or my customers?
Don’t go silent
The worst thing to do is just be quiet because you want to stay top of mind. When you go quiet and your competitors don't, they're going to remember your competitor and not you. So we're really going to talk about what to say and how to work through things.
Listen, acknowledge, but don't spread fear
We want to acknowledge that we're in a crisis right now. There's this big elephant in the room. Nobody knows when we'll be able to go do things. Nobody knows if we're going to have a new normal. All we know is we're all in this together. So you want to acknowledge it. But at the same time you want to listen and you do not want to spread any fear out there.
Pull the curtain back
Show behind the scenes of what you're doing and the changes you've made. So if you have the general public in your area of business, you'll want to let them know via email and social media, on your website, what you're doing to make changes in your business so people can stay safe and be well.
Go live on social media
Go live, show what you are doing. Show what you are doing. Show the implementations you're making. Live is a lot easier than recording a video and posting it because you will over-analyze that video so much that you probably won't post it. I saw somebody say that they recorded a video something like 30 times to get it right. Going live, you get it right once because you're live, and then you can save that, retool it, however you need to.
Only share from sources that are fact checked
So you want to make sure you connect with your audience and you are helping them feel a little bit better about what's to come with your business. Don't spread fear. Definitely keep your political views out of things. You'll turn some of your current customer base off. If that's what you want to do, you can do that. If you're going to share anything, news-wise, make sure it's from a trusted source.