Blog: Your Audience has Questions. You have the Answers.

Right now in the midst of the COVID 19 crisis, many people anxious over the unknown. There are so many questions in the back of all of our minds- when will businesses reopen? Is it safe to gather in groups? Can I send my child to camp? When will I be back to work? When will I be back in the office? Will school even begin in the fall? Yes, school districts are already looking ahead to the fall and struggling with making the right decision.

We all look forward to a return to our "normal" life. Until then, you can help ease the fears of your clients and audience and build their trust by answering their questions. Believe it or not, you do have the answers.

No, you don't need a crystal ball or a M.D. degree to answer the questions on people's minds. You simply need to be honest and transparent about how your business is currently operating amidst all the changes.

How to Answer Questions:

1. Simply stated, answer the question honestly.

2. If you don't have the answer to a particular question, that's okay. Do NOT feel pressured to answer immediately, especially if you aren't sure of the details of your response or if it involves sensitive information that should be cleared. Thank your client or audience and tell them you will find the answer and get back to them. It's always helpful for yourself and your client to give them a timeframe of how and when they can expect a response. Make sure it's a deadline that you can meet.

3. Always return calls, emails and social media inquiries promptly. Even if I can't provide an answer promptly, I do respond promptly acknowledging receipt of the message.

4. No response. No comment or an "I don't know" without a follow up are all responses. But as a journalist, I do not recommend using those responses unless you have a very compelling reason. Silence and a lack of willingness to find the information is a very loud answer that will leave your client or audience using their imagination to fill in the blank. Generally that can be bad for a business' reputation and ultimately, the bottom line.

5. Be open to explaining your process. Right now, many businesses are in a holding pattern until further guidance from governors and health officers. That's okay. Your client or audience will understand if you tell them. Take it as an opportunity to thank them for their business and continued interest. Also, tell them a little bit about what's going on behind the scenes. What are you doing as you await a decision? Are you starting on a new project that will enhance customer experience? Are you already making plans to be ready to open and comply with any orders as soon as the state or county allows it? Are you finding alternative or virtual ways of doing business?

Drafting the correct message that is consist with your brand, finding ways to get the message out and even creating alternative ways of doing business virtually can seem daunting. But trust me, there are solutions often easy ones that you may not have considered. That's where a communications professional can help you out. Now, more than ever it's important for your story to be told. What's yours?

Let me know if I can help tell yours!