Interruptions to your business during a crisis can be costly. Remember your customers needs will likely change during the crisis. Adapting your business to fit the changing needs of your customers will help you survive. Here are ways you can adapt and thrive.

Answers and solutions are the two most important things people need during a crisis. When normal routines are disrupted, establishing a “new normal” becomes the priority.

This is precisely the time your customer needs you the most. Yet, business owners may be hesitant to promote themselves during a crisis, not wanting to look like they are taking advantage of a bad situation. It’s not about taking advantage it is about providing solutions.

There is just one golden rule of business during a crisis: Think customer first.

Customer First

As a business owner, your job during a crisis is to put your customer first. Now is not the time to think about profits. Now is the time to help.

Be Part of the Solution

People need solutions during a crisis. How can you help? Reach out with answers and provide information. Now is the time to over communicate. Remind customers what resources you can provide them with.

Be Flexible

Be ready to adapt your business to the situation. How can you get solutions to the customer faster? How can you modify your offerings to help the situation? How can you get these solutions to your customer faster? How can you modify your offerings to help the situation?

Provide Leadership

Often overwhelmed by their current situation, people are in need of leadership. Take the time to layout solutions in detail. Maybe it is a step-by-step guide or a list of tips or resources they can use. Help them think through the situation at hand. Maybe take your solutions to the community through volunteer efforts, a workshop or a webinar.

Be Available

People need to know they have support. Be available to them. Answer questions. Act as a sounding board for them as they think through ideas. Reach out to your most loyal customers to see if they need help.

Be Simple

In an increasingly complex world we all need simplicity and certainty. Try to make it as easy as possible for your customer to take advantage of the solutions you offer.


Give More

Now is not the time to worry about bottom line. When people need help, jump in and do all you can. You may not profit today, but people remember how you made them feel, they will remember you were there for them when it mattered. You may not see a profit from your activity during a crisis, but you will see loyalty in the future.

Business During a crisis is all about the customer. You may need to pivot your message, but don’t go quite. Now is the time to reach out to customers and be part of the solution.

Susan Wilcox

Susan Wilcox, President , eDynamic Marketing, LLC

Strong brands don’t just happen, they are built. Every day, brands lose money simply because they don’t have a clear strategy and effective marketing to help them grow.

Susan Wilcox has over 30 years of experience helping to grow brands and build businesses. Susan combines her strong corporate experience from Proctor & Gamble, Arm & Hammer, and Johnson & Johnson with her entrepreneurial spirit to help independent business owners create the businesses they want. Read more

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