How to Communicate During COVID-19
It’s been a hard several months for many of us — for our businesses, for our communities, and for us as individuals.
When we think about starting to resume “business as usual,” it can feel daunting. Where do we start? What do we say? How do we communicate effectively?
In light of current circumstances, our standard emails or correspondence needs to change — to reflect where we’re at and where we’re going. We’ve outlined a few quick guidelines for how to communicate for your travel trade business below.
Be Empathetic
First and foremost, always act with empathy. Many businesses have shuttered or are operating at reduced capacity, maybe they’ve had to lay off staff and are working extra hours just to keep the lights on. Maybe the person you’re speaking with knows someone who was affected by the virus; maybe they were personally. The message here is: we don’t know the circumstances of where the person on the other side of that email or phone call may be in, but what we can control is the way we talk to them. Simple gestures like asking how they are doing, not being aggressive in follow ups, or offering to help with getting an answer rather than requiring one from them can go a long way.
Be Clear
There has been a lot of back-and-forth information during our times. Businesses are operating with a lot of insecurity and uncertainty — when is the right time to reopen? How do we do it? What procedures do we implement? How do we go forward? First and foremost, we recommend checking out resources like Rebuild New York, which offer examples from other businesses in similar situations. Those examples all indicate one important thing: even if you don’t know all the answers, it’s important to speak with clarity about what you do know. Little things that you may overlook like being clear across all your messaging about your hours or the ways to get in touch. Over-communicating is better than under-communicating.
Be a Resource
Establish yourself to your clients as a resource, whether it’s a supplier who needs to be connected with another supplier, or just bone up on the latest news from local authorities. We know the news changes every day, but a great way to set yourself up for success is by staying on top of it, and being able to knowledge share, especially when there is so much change happening. Good tools for New Yorkers who are looking for guidance come from this page.
Centralize Your Information
An easy way to do all of the above, and to be the most effective in your business, is to keep all of your information centralized. That includes bulk emailing and email templates, updates to agreements or hours or black out dates, even proposal tracking for any new relationships that need nurturing. There’s an even easier way to do this — with Reposite, the all-in-one workspace for the travel professional. It’s a comprehensive solution that centralizes information, streamlines communication, and maximizes revenue potential.
Reposite is free for the first group of users who sign up. Interested in finding out more? Visit reposite.io.
