Communicating with Field Service Customers During COVID-19

In these challenging times, communicating the right messages with your customers is more important than ever. Whether this is a change in your business structure and service times or the health precautions you're taking to safeguard your staff and the staff of your customers, it's important to get it right.

08 April 2020
Fieldmagic

Communicating with Field Service Customers During COVID-19

In these challenging times, communicating the right messages with your customers is more important than ever. Whether this is a change in your business structure and service times or the health precautions you’re taking to safeguard your staff and the staff of your customers, it’s important to get it right.

1. Reach Out to Your Customers

As you reach out to customers to share updates about your business, you have the opportunity to provide a sense of reassurance during this difficult time.

Communicate your updates with a sense of understanding and empathy, and be sure to include messaging to reassure your customers that you are there for them no matter what difficult decisions you’ve had to make in your business.

2. Provide an Update on Your Business Operating Procedures to Customers

If you have to adjust your business structure or operating times make sure this is clearly outlined for customers. If you are able to continue service, give details regarding the health and safety precautions you’re taking to safeguard your staff and the staff of your customers.

No matter how your business will operate during this pandemic, keep your customers informed with transparency and honesty. After all, we are all in this together.

3. Be succinct and clear in your communication

While you may be in a hurry to share information with your customers, you don’t want to cause confusion with misinformation or unnecessary negativity.

Always double-check or even triple-check your messages before sending anything out, and have at least one other person review your message before it is shared with customers. Careful attention to detail will help avoid additional headaches in an already stressful situation. In all that you do, be supportive, and empathetic.

4. Use Your Available Communication Channels

First and foremost, reach out to your customers on email with a formal piece that addresses the above key points. Email is still one of the most effective means of reaching customers.

You might also want to consider writing a blog post that is shared on your social channels such as Facebook and LinkedIn, and have your staff reshare this amongst their connections to get good coverage of your messaging.

Fieldmagic Update on COVID-19

Fieldmagic is committed to the health and wellbeing of our people, customers, and communities. We value our relationship with you and we want to reassure you we remain open for business.

We have been working progressively over the past few weeks preparing for our business to respond quickly to the changing conditions. This will ensure we can continue to seamlessly provide service to you. In addition to following the authorities’ guidelines, we have introduced further measures to reduce the risk to our people and the wider community including a work from home policy.

As a cloud services provider, we have a Business Continuity Plan in place that includes the ability to have staff work remotely and be accessible via telephone, email, video and teleconference, reducing any potential disruption to your business and our services. As of March, the majority of our staff are now working from home, but remain available during Australian (AWST) business hours via the above methods.

We are committed to supporting you and your business. We understand that your business may be facing challenges of its own, and our people are accessible and ready to help.

We are continuing to monitor the situation closely and are ready to respond quickly during these uncertain times.

If you have any questions, please reach out to us via email at [email protected]