If you’ve had to pause your business operations for any reason—such as a shortage of staff, health issues, loss of a loved one, or an unforeseen circumstance—the abrupt change will have presented you with numerous challenges, both in terms of logistics and emotional well-being.

After taking some time to regroup, it’s essential to start preparing for the future - eventually, you will have the opportunity to trade once more. When you do, it's crucial to swiftly reconnect with your customers. 

Even if your business is currently closed, it's beneficial to actively nurture your relationship with your customers in every possible way. Here are a few suggestions on leveraging digital tools to maintain connections. 
 

Communications: 1. Inform your customers about the latest developments in your business and the reasons behind them. 

It's essential to communicate to customers that your closure is just temporary, not permanent. 

Keep your customers informed via your website, social media platforms, Google Business Profile, and by emailing those who have opted in to receive communications. 
 

2. Take charge of your appointments 

Reach out to all individuals with scheduled appointments to ensure they are aware of any changes and avoid arriving at closed locations. 

Instead of cancelling, consider reaching out to see if they would be open to postponing for a later date when you anticipate being operational again, ensuring you don’t start with an empty schedule.

It is essential to manage expectations effectively and consider setting a date to reach out and provide an update prior to their appointment. 
 

3. Assist your customers individually through remote support 

Even if your business is closed, you might still think about addressing individual queries or offering personalized sessions.

Based on your availability, this service can be offered to any customer or exclusively to your loyal clients. Inform the appropriate customer segment through your social media channels, website, or through email and messaging apps.

To deliver this service effectively, it’s essential to utilize the channels that your unique customers favor. Some will prefer communication through phone calls, text messages, or emails. Businesses can leverage video calling or conferencing tools (like WhatsApp, Zoom, or FaceTime) to create a more personal, face-to-face interaction.

Consider the possibility of charging a consultation fee for this service, and if that’s an option, then that’s excellent. However, based on the extent of support you can offer, it’s essential to view this as a long-term relationship-building effort to aid your business in recovering.
 

4. Offer consistent updates and pay attention to at-risk customers 

Leverage your online platforms to share updates about your reopening journey, ensuring your business remains top of mind for your customers.

Many of your nearby customers could be especially susceptible and may have depended on your service for social interaction or particular offerings. If possible, and if they are open to it, consider checking in on them occasionally or guiding them to other organizations for support.
 

5. Get ready for reopening 

If your business has been shut for a few months, consider hosting an event when you reopen to reconnect with your customers. 

A fresh launch can invigorate your business and serve as an excellent opportunity to draw in new customers. 

I would like to have a conversation with you.