Customer Engagement During Social Distancing

Customer Engagement During Social Distancing

It can be difficult to make a personal connection with customers without exchanging a handshake and a smile, but with some creativity and ingenuity, you can continue creating meaningful relationships with your customers.

First, make time to learn the specific ways in which your audience has been affected and adjust your advertising and service offerings to address these specific needs. This may mean creating a delivery service or drive-thru system to ensure your customers feel safe and comfortable.

Take these steps to help you provide better customer service and fully engage with your customers through this time of social distancing:

1. Ramp up your online presence. Your online presence may be a customer’s introduction to your business, so make sure your information is accurate and up to date across all platforms. That includes your websites, social media accounts, Yelp, Google Business, etc. Customers are spending more time online instead of visiting your dealership in person, so provide a great online experience as part of your overall customer service strategy.
2. Create an FAQ page. Provide solutions to commonly asked questions and make sure this information is easy for your customers to access. Also, address any changes to your normal business operations such as modified business hours or the limited availability of certain services.
3. Utilize your mailing list. Send out a newsletter or mailer to let your existing customers know you are open. This is also a great opportunity to promote any sales or specials or promote the steps your business is taking to keep customers safe.
4. Lead with empathy and patience. Things are changing rapidly, which can understandably lead to stress and frustration for your customers. Take regular breaks to regroup and recharge so you can provide excellent service to each customer.
5. Show your appreciation. Send a thank you card, email, or call your customers to let them know you appreciate their business during this time. A little gratitude goes a long way, and your customers will notice the extra effort.