The most important thing you can do is make it easy for your customers to communicate with you. Most building materials companies make this too difficult.
If you are a customer, you should contact your rep. If you want to place an order or have a technical question, contact these people.
You may have a Contact Us page, a phone number or even a Chat Box on your website, but no one really sees those as helpful when they need an answer now.
If there was ever a time to let your customers know that you are there for them and prepared to communicate in any way they prefer, now is that time.
Acoufelt did an amazing job of this with this email.
- By featuring images of their people, they make it person to person. There’s a person at Acoufelt who is ready to help you. Not a system or a
form but a person. A person who may also be working from home, just like you. We’re all in this together. - They make it clear that however you would like to communicate with them, they’re ready. As their customer, you can choose from email, phone, video or chat.
GAF Pivots Quickly
As usual GAF responds quickly to the situation with messages and programs that are focused on helping their customers. They also don’t settle for a single idea and pat themselves on the back.
When GAF focuses on something, they take on the fight with multiple punches.
If You Are Helping Out, Let People Know
LP saw a way that they could help out and they responded. If you are doing something good, let people know about it.
It’s Still OK to Sell
AGS Stainless makes beautiful handcrafted stainless steel railing systems that are made to order. Anytime something is made to order, lead times can become an issue.
AGS Stainless sent out an email letting their customers know they can fabricate and ship in as few as 7 days. Maybe the Coronavirus opened up some production time and now they can help customers who need their railing faster.
I hope these examples have given you some ideas for how to better navigate these challenging times. I’d love to see more examples of how individuals and companies are doing it right. If you know of any, please share them with me.
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