How to communicate with your customers during Coronavirus


By: Cooper Savage

So here we are... in the middle of a pandemic. On top of concern for our family and friends, we’re also worried about how our businesses are going to weather the storm.

It’s tough to know exactly how to keep your business healthy, and we’re all figuring this out together. At least one thing is certain: we need to keep communicating with our customers. We need to let them know we’re here and how and when we’re available.

The best thing you can do right now is stay in touch — probably more often than you normally do. And while the thought of doing more with fewer resources may be stressful, people will appreciate you going the extra mile to affirm your presence and offer support or value. In turn, your customers will feel reassured and be more likely to stick with you and your business in the future.

Brand consistency is more important than ever

As you reach out to your customers on a more regular basis, remember to pay attention to what your brand and its messages look like and sound like. It can be tempting to just shoot off a quick email or social post, but taking the time to make sure your Coronavirus communication represents your brand well will help you in the long run.


(Source: TSL Marketing)

It may sound sort of silly, but when the big things in life are uncertain, the little things — like your favorite brand continuing to sound like its confident, upbeat self — can be immensely reassuring to people. Do your best with what you have to make sure your customer communication aligns with your brand values and style.

For more tips on how to connect better with your customers, don’t miss our free ebook on delivering memorable content experiences.

How to be there for your customers

The point of communicating (or even over-communicating) with your customers is to let them know that you’re there for them — even if “there” means digitally. You want to be sure no one has to wonder how or if they can get a hold of your product or services. Here are some specific tips on how to offer Coronavirus communication and be there for your customers.

If you’ve got brick-and-mortar locations, make sure people know if and when you’re open.

  • Post your current hours clearly on the front door. If you’ve got the space and means, consider creating signage that’s big enough to see from the road (like writing on windows or using sidewalk signs).

  • Display notices as needed throughout your space to let people know if anything has changed or if something is out of stock.

  • If you’re posting health and safety recommendations, be sure the information you’re communicating is coming from a trustworthy source. We recommend checking in with the CDC’s guidelines.

Second-most critical, update your social media platforms.

  • Your hours and availability should be plastered all over your social media profiles. A lot of people will be checking your Facebook and Instagram for information, so be sure they can find what they need.

  • Maintain a presence on the social platforms you use, and try to post a few times a week. You can remind your followers that you’re available, post an update about what you’re doing to keep your employees safe, or relay any information about helpful community initiatives.

  • Do what you can to keep your posts positive. And get creative if you have time for it! Showing that you’re engaged with your local and virtual community will go a long way in helping your brand stay afloat.

Keep your Coronavirus communication on-brand.

  • Make sure any signage or social media posts are recognizable as yours. If you’ve got multiple locations, provide your stakeholders with templates they can customize.

Consider sending out mailers to your customers.

  • Paper and cardboard materials are considered low risk for spreading COVID-19, and direct mail can be a great way to pop in and say hi to customers. If you can, this is a good opportunity to offer a promotion as well.

Be there for your community if it’s within your means.

  • Is there any way your business can start or contribute to a charitable initiative? If you’re in a position to, research a need in your local area and start brainstorming. You’ll pull double duty by helping your community while building a good name for your brand.

The takeaway here is to keep in touch with your customer base as much as possible. Your brand is still providing value for customers — so let them know how. Take a look at the checklist below where we’ve rounded up all our tips.


Be thoughtful in your Coronavirus communication and stay positive. The best thing you can do right now is use your brand to be a steady, reliable pillar in your community.

We’ve put together a package of templates to help you communicate with customers during the pandemic. Browse through and download anything that will be helpful for your business.

Use our free templates to communicate with your customers.


Free eBook download

2021 Content Effectiveness Report

A follow-up to our 2019 State of Brand Consistency, this report is a deep dive into the content ecosystem. We surveyed 452 business professionals from various backgrounds to find out how content is affecting their brands. We’ll look at how confident we are about content (both our own and other businesses’), how content is paying off, and how much time it’s taking to produce.

Learn more

Cooper Savage

Cooper Savage is the Associate Content Marketing Manager for Lucidpress. She’s been writing and editing for the digital marketing world since 2015. When the workday is over, you can find her at the library checking out cookbooks.

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