It’s important to stay connected with your customers during the coronavirus lockdown. Not only to communicate that you’re open for takeout or delivery, but to check-in and tell them how you’re doing and see how they’re doing. Now is the time to seek deeper engagement and build real relationships.
In a previous article, I mentioned that you should not be neglecting your social media profiles. Updating social media profiles is so important right now. I also mentioned that keeping your blog updated is beneficial as a means of keeping your customers apprised of what is happening at your restaurant or food-based business. Here are some specific ideas on ways to stay connected with your customers: Use Instagram Stories. Stories often get more views and engagement than static Instagram posts. If you’re changing your takeout menu frequently, post it as a story. Show how hard your staff is working behind the scenes making everything happen. Are your customers sharing their meals and tagging you? Re-share their stories as your own and thank them. It’ll show your gratitude to them and show other customers what they can expect from you. Use Instagram Live. Going live can capture people’s attention right away. If you have a time-sensitive message, you should really consider going live. Your followers will get a notification at the top of their feed that you’ve gone live. They will also be able to leave comments. You don’t have to put on a show, it can be a quick live session to tell your customers something important. They can replay it later, too. Use Facebook Live. Going live on Facebook can be uncomfortable especially if you don’t like being in front of the camera, but people love livestreams. This is an opportunity to have customers ask you questions that you can answer in real time. You might also want to show off some levity; make your customers laugh or smile. They’ll remember that and thank you for lifting their spirits. It’ll lift your spirits, too. Record a video. If you’re not a fan of going live, use your phone to record a quick video and upload it to your social media profiles. It can be an answer to a question, a quick status of what is going on, or something as simple as saying hello. If you’re ambitious, do a short cooking demonstration! Whatever you decide to do, your customers will appreciate it. Use your email program. Email is always a great way to stay connected with your customers. Whether you’re open or not, send out an occasional email. Remind them of the various ways they can help support you through this time. Are you selling gift cards? Are you selling merchandise? Let them know. Or simply just use it as an opportunity to tell a fun “flashback” story or share a recipe. It can be something lighthearted that can help take their minds off of what is going on. Whatever you do, keep dialogue and communication channels open with your customers. Because if you’re out of sight, you’re out of mind. When this is all over, they’ll remember you if you stay connected. Need help staying connected with your customers, let me know if I can help.
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April 2020
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