Each business and operation is unique. This page offers basic suggestions and strategies to help you develop a business continuity plan that best suits your needs.
Tips for Communicating with Clients and Suppliers during a Crisis
- Reach out and check in. Call your clients and suppliers. Don’t email them and don’t avoid their calls. A personal touch is extremely important. Ask your clients how they are doing, both personally and professionally.
- Be honest and listen. Be upfront with clients and suppliers about your issues as soon as possible so they can start to deal with the situation. Be ready to hear them out. Your clients will likely have a lot of questions, and it is important to answer them to the best of your ability.
- Show empathy and concern. Clients and suppliers will be worried about a wide range of issues, such as future income, losing contracts or laying off employees. Or, they may be worried about their health or a loved one.
- Respect clients’ comfort levels. Respect that some clients may not want to speak with you right away. There are various stages in accepting a crisis, and if and when clients want to reach out, they will.
- Follow up. Take notes and ask follow-up questions every time you speak with a client or a supplier. Acknowledge their concerns and show that you care.