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  • Writer's pictureAdam Machan

6 Messages Businesses Should be Communicating to Their Customers During the COVID Crisis

Clear and effective communication is key during the COVID-19 crisis. Initial response notices have been sent out, but now that we’ve settled into this situation for the long haul, it is important to stay in communication. This guide outlines 6 key messages that your business can communicate to your customers during this crisis.

1. Thank you

No matter what your situation, chances are you can find something to be thankful for. From your customers to suppliers to employees all the way to the front-line workers, if not for the collective efforts being put forth day-to-day we would all be in a much worse situation. Even if your business revenues has dropped dramatically, thanking customers for their support in the past and present can go a long way to improving your sales during the recovery.

2. We are doing our part, here is how

By following the guidelines of healthcare experts we're flattening the curve and reducing the long-term impacts the virus will have on our lives and livelihoods. People want to do their part and know that the businesses they support are doing theirs. Have you kept paying your employees in spite of losing most of your business? Have you adopted costly new measures in order to keep your employees safe? If you’re bashful about tooting your own horn you can include this message in with the message of thanks outlined above.

3. We have made changes and we need your participation

Staying safe while navigating the lengthy reopening process requires active participation of all parties involved. Guidelines will differ from business to business, but the key to the success of all programs is effective communication. Your customers must be educated on what your unique vision for the new normal looks like. While most will be eager to do their part others will need to be reminded of the importance of adhering to your guidelines.

4. We need your help

COVID has impacted everyone but has hurt some more than others. If you are in a dangerous financial position as a result of COVID, don’t hesitate to reach out to your customers and ask for help. Encouraging the purchase of gift cards is a great way to provide some relief during this crisis.

5. We have new products/services to offer

The COVID quarantine has sparked a flurry of innovation resulting in countless new online products and services. If you have something new to share with your customers, be sure to get the word out through all the channels you have at your disposal, email, social media, etc. You may even consider doing some online advertising to promote your new offerings. Google and Facebook ads allow flexible pricing options to fit any budget. Consider incorporating multimedia elements such as video, animation and or photos/illustrations into your messaging for all of these messages, but especially here. Getting people to try something new is tricky, so make use of all the tools you have at your disposal!

6. We still exist, please don’t forget about us!

COVID has caused the biggest global disruption to our daily lives in a generation. Businesses that we once frequented have begun to drift to the back of our minds and we may be in need of a reminder. If you are operating in any capacity, it is worthwhile to get the message out simply that you still exist and you’re happy to serve your valued customers. This would be the time to inform your customers of any sales or promotions you’re currently running and that you greatly appreciate their support.


Every business is unique, this is by no means an exhaustive list of messaging for COVID. Find the messaging that fits your business best, but no matter what message you’re communicating, remember that how you communicate is almost as important as the message itself.

If you have any questions about communicating with your customers, feel free to reach out to me at

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