Communication with guests is always important, but during times of change, transition or challenge, it’s paramount. With so many businesses having to totally rethink their standard approach due to the Covid-19 outbreak, the Paytronix team has compiled a list of communication best practices.
This is a scary time for everyone – including your guests. Make sure they know you’re a brand they can trust by being transparent about your operational changes, safety precautions, and closures or new operating hours.
Just about every brand out there is sending messages conveying what they’re doing to mitigate the virus’ spread, so ask yourself what information you really need to share. For example, everyone is washing their hands more now, so focus instead on what your brand is doing differently that will foster a sense of comfort and trust in your guests. That can be as simple as telling guests you’re closing down in the interest of their health as HuHot Mongolian Grill did.
As a rule of thumb show an awareness of the struggle many people are going through, welcome feedback from your guests, even if it means asking for it, and above all, stay true to your brand.
Keep your guests informed
If you’ve shut down operations, make sure your guests know about it, and be sure to explain why. Consider adding a footer to your emails or a banner on your website to keep them updated about closures and plans to reopen.
If you’re still open, remind your guests of your hours, which locations are in operation, and how they can place an order. Prioritize online ordering with hyperlinks or banners on your site. Make sure they are in a bold, obvious place, and consider giving discounts or double rewards points for takeout and delivery orders.
Be sure to let guests know about any additional services you’ve added to minimize contact, like contactless delivery or curbside pick-up. If you have a dynamic concept, consider how you can continue to provide value in nontraditional ways. Host, a company that offers bartenders for hire, has pivoted to sending regular “Drink of the Week” cocktail recipes to its subscribers via email. They’re still providing a service while tailoring their approach to fit within social distancing guidelines. […]