Sep 24, 2020 COVID-19

COVID101: How to Follow Up With Customers After Entering Their Homes?

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Times are tricky. We are all trying to navigate a new normal, which oftentimes leaves us with more questions than answers. And this is especially true in the world of business.

Running a business (and surviving) during the pandemic is difficult enough. But it becomes even more difficult when you're selling services that require you to enter your customers' homes —  we're talking about plumbers, general contractors, cleaners, and more.

So far, we've talked about how to safely enter your customers' homes, how to use the screening questionnaire, and even looked at federal resources and grants you might be eligible for

GET THE CHECKLIST: SAFELY ENTER YOUR CUSTOMER'S HOME DURING COVID-19

But now it leads us to our next question. How do you follow up with customer after entering their homes? 

Factors to Consider When Sending a Follow Up

Once you feel confident enough to resume business and start interacting with customers (safely), you’ll realize that you have a whole new set of responsibilities.

When following up with customers, there are a few questions you have to answer:

  • When should I send the follow-up?
  • What communication channel should I use (call, text, email, etc.)?
  • How can I use this as another opportunity to build customer trust?
  • What COVID-19 questions should I include?
  • How can I get customer feedback?

Considering these factors now will make it much easier for you when it comes to time to click send.

When Should I Send the Follow Up?

Timing matters. When you send out a follow up to customers, you have to keep in mind the timing and convenience. Back in the pre-pandemic days,  you would usually send out the follow up immediately (when the experience is still fresh in the customer's mind). However, that’s no longer the case.

You want to send the follow up 2-3 days after you enter your customer’s home because you have to include COVID-19 questions and be mindful of the current climate.

The idea is to wait a few days before sending it to see if the customer (or you or your employees) presents any symptoms of COVID-19 so that all parties can be properly alerted and take necessary precautions.

If you send the follow up message right after your visit, the customer could potentially get sick a few days later and forget to notify you leading to a much bigger problem.

Following up with customers

What Communication Channel Should I Use?

Do you text your customers? Or, are you more of an email or phone kind of business? Depending on your answer here, this will determine what method you use to send a customer follow-up.

It’s important to note that you can modify your follow up message depending on the way you choose to send it. For example, if you choose to send the follow up via email, you can make the message slightly longer than you would if you are sending it via text message.

If you are more of an verbal communicator, you can initiate the follow up by calling them, but you will be required to send the links to your COVID-19 questions and feedback survey via email or text message.

How Can I Build Customer Trust?

The follow-up message presents you with another opportunity to reinforce customer trust in your business operations and safety protocols. You can do this by reassuring customers that you and your team were healthy when they visited the customer’s home and that you haven’t developed any symptoms since the visit.

If you have developed symptoms, it's important to let the customer know right away and also take your own safety precautions. This includes requesting a COVID-19 test and quarantining until you receive a negative result. 

What COVID-19 Questions Should I Ask?

It’s a good idea to create a COVID-19 pre-screening questionnaire for both before and after you visit a customer’s home. You should ask a variety of questions to cover all of your bases. These questions should address the following:

  • The customer’s current health;
  • Any symptoms that may have developed since the visit to their home;
  • Whether anyone in their household, family, or anyone they have interacted with has tested positive for COVID-19; and
  • Test results of recent COVID-19 tests.

How Do I Get Customer Feedback?

You should always try to get feedback from your customers, and the best time to do that is right after you provide a service. In your COVID-19 follow up, you can include the link to your feedback survey in addition to the link to the COVID-19 questions.

This will give customers a chance to provide feedback not only on your services but also your safety protocols, which you can use to improve your services in the future.

How to follow up with customers after entering their homes during COVID-19

The Follow Up Template

Now it's time for the template! You can use it as a shell but be sure to remove or add information to make it work for your business.

Hi [Customer Name],

Thanks for choosing [BUSINESS NAME]! We hope you’re happy with the recent service we provided. We wanted to follow up and let you know that everyone on our end is healthy and has shown no symptoms of developing COVID-19.

As a safety protocol to ensure everyone’s wellbeing, please complete the following COVID-19 follow up questions:

[INSERT LINK TO COVID-19 QUESTIONS]

Please take a moment to provide us with some additional feedback about your experience so we can deliver even better results on our next visit.

[INSERT LINK TO FEEDBACK SURVEY]

We appreciate your time and look forward to seeing you again soon!

Thank you,

[YOUR NAME]

The template is just a suggestion to get you started. You can customize it and modify the content it as needed so it makes the most sense for you.

So there you have it. In just a few short steps you can create your own follow up message to customers after entering their home to give all parties peace of mind as well as a few additional benefits that come along with it too.

Safely-enter-customers-homes

 

Gillian Wilson
By Gillian Wilson
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