The pandemic has brought an unprecedented crisis. It is a particular situation, given that it is the first health emergency to be endured around the world, as a universal and simultaneous reality, in at least a century. And while it is not the only challenge humanity has faced, the pandemic has made us especially sensitive to change. A constant, and mostly inevitable, phenomenon.
The pandemic has had numerous effects. One of its most immediate consequences is the economic crisis it has unleashed in most countries. Businesses have been hit particularly hard, with the pandemic forcing them to design and implement new action plans, and face the crisis with the tools at their disposal.
It is often thought that the greatest challenge for businesses has been, and continues to be, to manage to survive. And while it is, in fact, one of the most important difficulties, learning to adapt to survival is no easy task either. It requires creative, solid and visionary strategies that address both the present and the future.
Maintaining client relationships clearly exemplifies this situation. Both businesses and clients face complications of their own. Achieving to establish a connection based on empathy, understanding and solidarity is key to not only survive, but coexist and cooperate, amid uncertainty. Throughout this entry, we will explore how to maintain client relationships amid crisis.
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HEART: How to maintain client relationships amid crisis:
The Instituto Panamericano de Alta Dirección de Empresa (IPADE) has built a model that synthesizes, into five simple steps, the strategies for companies to maintain client relationships amid crisis. This model is called ‘’HEART,’’ and it encourages constant communication between the company and its clients.
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Humanize your company:
Highlight the company’s efforts to remain afloat, even in the midst of uncertainty. Admit both the difficulties and vulnerabilities it has experienced; these are also signs of strength. Acknowledge your employees and applaud their endeavors. Humanize the process.
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Educate about change:
Anticipate your clients about the customer service strategies that will be put in place during the crisis. Show the company’s preparedness amid adversity and its willingness to find solutions. Make them feel like they are the number one priority as part of the action plan.
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Assure stability:
Convince your clients that the company will continue to provide its services. Even if the one characteristic of any crisis is the uncertainty it creates, certainty is what must be conveyed.
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Revolutionize what you have to offer:
Organizations face drastic changes in times of crisis. That forces them to renew and reinvent themselves. Inform your clients about the strategies the company has implemented in this context. Make it clear that the project continues, and it is more ready than ever.
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Take on the future:
Think and act purposefully and ambitiously, not only by judging the present, but by anticipating the future. Analyze the company’s situation with objectivity and transparency, evaluating the operational changes it will need post-crisis. Start acting as soon as possible and build confidence among your clients.
In other words, demonstrate that ‘’the company is taking care of the situation and not that the situation is taking over the company.’’ Face the crisis head-on!
You might also be interested in our entry: 3 tips to take care of yourself at work
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