I’m here with another tip on how to respond—instead of react—to this crisis. I’ve weathered many economic downturns with my cleaning business over the past few decades and want to help you with what I’ve learned.
It is almost impossible to over-communicate during a crisis. Regular emails, posts, and text messages are actually appreciated by your clients and employees. But be sure you actually have something to say, and be accurate.
So go ahead and create a series of emails and messages that help to reassure your customers. Let them know that you’re on top of this crisis and that your employees are healthy and well-equipped to handle the cleaning that they need. Tell them about the additional sanitizing measures you’ve implemented and the gloves you’ve provided for your staff. Give details, like how your employees wash their hands with warm, soapy water upon entering and exiting their home.
And don’t forget to communicate frequently with your employees. We held two meetings this week with employees regarding the fear and panic that they are seeing all around them. I laid out clear information about what’s happening and what to expect next. They want to know what’s happening with their jobs and whether they will be paid. It is your job to over-communicate so that no one feels like they don’t know what’s going on. I put together a series of text messages and voicemails for employees that gives the information they need. Be sure you are honest with them—don’t say, “Everything’s fine, don’t worry.” Acknowledge the uncertainty and let them know what you are doing to face it. Be a leader.
Need more tips NOW on surviving this crisis? Join the 10-day Coronavirus Response Challenge. I’ve got advice on what to do, how to respond, how to deal with media, and how to reassure customers and employees during the COVID19 Crisis.