Indulge me, it you would for just a moment….
On April 3rd, I had the privilege of being a featured speaker during Debbie Sardone’s “Urgent: Corona Crisis Response Training” where I discussed the importance of messaging as we all attempt to navigate businesses through these uncertain times. The discussion points are provided below or you can download the full slideshow (.pdf).
I hope you find the information useful. Please follow us on Facebook, where we often share tips provided to us from industry insiders (aka – our kind clients).
On or around March 16th, our world tilted a bit on its axis. We got knocked down. Shock, panic and fear dominated our every thought. We got up. Dusted ourselves off. We addressed the crisis the best we could.
The message of the day became some variation of: “COVID-19: What We’re Doing About It”
Seemingly overnight, we lost 30-40% of our recurring business and new leads came in at a snail’s pace. Now, the shock is wearing off. We know more today than we did yesterday and fear has morphed into an underlying anxiety.
Now we get to learn how to conduct business in our new normal. Now we prepare for the day we all slowly begin to emerge from our caves and strive for “business as usual” – whatever that is going to look like.
Now is the time to focus on our messaging.
BEFORE: “We are taking precautions”
NOW: “We have implemented procedures”
The difference is subtle, but the result is immense. “Precautions” are taken when something is going badly. “Procedures” are implemented to maintain a standard. Stuntpeople take precautions. Doctors use procedures.
Positive messaging is KEY. Be part of the solution.
If you’re confident that your services are essential AND you have the proper procedures in place, your customer will be confident letting you in their home.
Your business isn’t fighting a virus. Your business is fighting consumer confidence.
You’ve already seen businesses address this:
Now its your turn.