It’s good to talk …..
Trading through Coronavirus – If there was ever a time to keep in touch with your clients …. it’s now!
With the restrictions already being imposed to allow the nation to cope with this unprecedented event, this is testing the most comprehensive and thought-through business continuity plans.
We aren’t here to tell you how to do this, there’s advice from some of the key industry players on how to cope with the bigger picture, although we’ve included some links at the bottom of this page.
However, there are huge opportunities during this outbreak to reach out to your clients, ensure that they feel valued and to alleviate any queries or worries that they may have.
Personal and Consumer Clients
1) Use your system to find your key clients and those more vulnerable, dates of birth, area, renewal dates and locations are key things to search your systems for. – Put yourself a list together.
2) Pick up the phone: The majority of your clients will be at home so get your handlers and execs to pick up the phone and talk.
3) Ask how they are, how are they coping, how can you help as some of your more vulnerable clients may be on their own, caring for a love one, see if there is any way you can help or reassure. This isn’t a sales call, it’s to secure your relationship with your client – it only takes 5 minutes – 1 person can talk to key 10 clients in an hour.
Commercial Clients
1) You should know who your key commercial clients are, but use your systems to find them if you have to (GWP, area, trade etc)
2) Find your key contacts you should have their mobile number on your systems, don’t rely on a landline to contact them
3) Find some key resources FSB, BIBA and other industry partners are already putting out advice across email and social networks and blogs. Review some of these and arm yourself with the key facts and build yourself a toolbox that you can share with other colleagues – you can use these to review and signpost your clients towards.
4) It’s good to talk pick up the phone and first of all show some empathy – some of your customers will be uncertain how their businesses will cope over the next few weeks. See if you can use any of the resources available to you in your newly built toolkit, to help them through – whilst their policies may not provide the cover, and least you are offering a service to mitigate any shortfalls.
Links (We’ll be adding to this list …..)