Over these last forty-eight hours our email inboxes have been flooded with messages by the companies we do business with, and how they plan to mitigate the risks associated with the Coronavirus.

What's your plan to reassure your customers that you have considered their safety before you send a technician into their home?

How are you communicating that plan to your customers?

Cancellations are starting to come in. I'm sure you're seeing it too. But when warmer weather kicks in, people will need their air conditioners to be working. Will they trust you when that time comes?

Unless you have a plan in place, including clear, decisive communication with your customers and prospects through all available channels, it will be hard to reassure them that letting your technician into their home will be safe for them.

Your competition is already doing it.

Implement and Communicate Your Coronavirus Plan

Here's what you need to jump on today:

• Implement extraordinary sanitation procedures for all your people, from the warehouse to the customer's home in accordance with the CDC's guidance.
• Procure sanitation supplies sufficient to support your operations through the end of the year. (This is only the first wave of Conoavirus. Another is coming next flu season.)
• Craft company Coronavirus policy statements that can be easily shared by your staff. Prepare written versions for sharing with customers.
• Train everyone on their roles.
• Set up a weekly training meeting for all personnel so your procedures and polices become second nature to everyone.
• Share information about your training program through social media, email and direct mail for customers who don't do email.
• Create an outbound phone call campaign designed to leave every customer a voice mail explaining everything you're doing to protect them. They will be home for the next couple of weeks so get this done asap!

Click below to download a couple of examples of communications you can send to your customers:

Coronavirus Communication #1

Coronavirus Communication #2

Whatever You Think of Coronavirus...

You are not being alarmist when you educate your customers. You are being helpful.

You are conducting yourself appropriately in your role as Trusted Advisor.

We have already been through the worst heating season in memory. Don't let the uncertainty and emotion surrounding Coronavirus crush your cooling season.

Please let us know if you need help implementing your plan.

Stay safe, friends.