Communication Tips During COVID-19

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Many of you provide essential home services like plumbing and electrical work. A heated home or a well-running septic tank are just a couple of examples of what is needed to maintain a healthy and operational home — especially when people are spending more time indoors.

Due to today’s unique circumstances, homeowners will have many varying questions and concerns when needing to hire an essential pro. Therefore, it’s our responsibility to over-communicate at this time; to not only ease their concerns about the project they’re inquiring about but also to inform them of the special precautions your business is taking to keep both your clients and employees safe. Consider these communication tips when working with homeowners.

Sharing is Caring

Don’t be afraid to overshare. Be fully transparent and sensitive to the current situation when conversing with new clients – don’t assume any safety information is a moot point. Every household will have varying levels of anxiety right now. Remain patient and understanding, addressing any questions they have head-on, with sincerity and honesty.

Outline Safety Precautions

Outline the steps you’re taking as a business to keep both you and the homeowner safe – and let your customers know! We recommend the following safety precautions, both on and off the job site:

  • Start off by hosting virtual meetings. Carry out the learning/discovery and budgeting process online via Zoom, Facetime, Facebook Messenger, or whatever avenue fits you and the homeowner best. Limit in-person conversations where possible.
  • If you have to go into a home, follow the CDC for health and safety updates. We recommend additional items including wearing shoe covers, masks and gloves.
  • Keep at least 2 meters from anyone in the home. Instead of handshaking, try a hand to the heart.
  • Disinfect your workspace with quick-acting hydrogen peroxide-based disinfectant.
  • Disinfect high touch areas before and after servicing someone’s home, including light switches, doorknobs and more.

“The appointment was promptly scheduled and repair was efficiently completed, including getting the necessary parts. We also appreciate the health and safety precautions taken during the global pandemic. Thank you!” – Homeowner review, for Valley View Appliances Ltd.

Templated Customer Responses

Sharing your dedication to safety over a phone call or video chat is great, but if you need to respond in writing, here are some templates you may share to present your business as both a safe and professional choice for hire:

Message to Existing Customers:

We’re facing some pretty unique and uncertain times, and it’s our mission to keep everyone safe, especially our customers. In order to adhere to guidelines set out by the government and organizations like the CDC, [insert company name here] will be limiting in-person exposure with our customers to keep everyone safe. If you have any projects in the pipeline, we would love to discuss them with you either over the phone or through video chat to determine the best route moving forward. If there is any way we can be of help during this time, please don’t hesitate to reach out! Stay safe and healthy!

Responding to Project Inquiries:

Thank you for reaching out about [insert project here]. As the safety of our clients and team is our primary concern during this time, we will be adhering to the guidelines set out by our government and organizations like the CDC, such as limiting in-person exposure and training our staff on proper hygiene practices. As a first step, we would love to discuss your project with you over the phone or via video chat to determine the appropriate path moving forward. Thanks, and we hope you’re staying safe and healthy!

Take Care of Your Employees

Much like taking care of your customers and ensuring their safety, check-in with your staff. Ensure that they are practicing appropriate safety standards, but also make sure to check-in and see how they’re doing. The strongest companies show compassion and love for their employees, so make sure you support your crew, be sensitive and flexible to their needs, and assure them you’re in this together.

Using virtual tools like video platforms, over-communicating with your clients and team, and showing compassion and empathy during this uncertain time will help us all feel and stay safe.

Questions? Contact your dedicated account manager, today, or call 1-800-701-9265.

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