Communicating with Compassion


As you navigate the way through the new reality of COVID-19, you’re balancing so much: Taking care of your family and yourself, managing your company and team, reworking your business plan and continuing to serve your clients. IF you are able to safely continue servicing your clients given the current situation, communicating that is especially critical.

Focusing on your current clients is key, providing them with the services and resources you’ve always provided and supporting them in new ways. As we’ve always heard, it’s much easier and more financially beneficial to keep current clients by performing admirably than by focusing on new client acquisition. Top questions for your leadership team to ask:

  • What more can we do to help our current clients?
  • What can we do to enhance our services to meet our clients’ new, immediate needs?
  • How can you touch your clients? Let your team know that they can take that extra minute or two to just be present for your clients – maybe it’s not about your service, but more of an interaction/connection for someone who is isolated.
  • Can you write a quick handwritten note to a client?
  • Can you become a resource? With unemployment escalating, can you provide resources to your state emergency response websites with ways to get help?
  • Ask yourself and your team, what additional value can we add?

Communication is critical. Let your clients know your company and its team are still available, offering the services they continue to need. Your service delivery methods may have changed; let them know how you’re meeting their needs (Video conferencing? Electronic document signatures?). Communication must be regular and consistent, at least once per week. Reassure your clients that you’re here and working to support them as you always have.

Bottom line: Your company and team are fully available to provide them with the services and value they have come to expect and to be a compassionate community partner.

If you need assistance in crafting messages for your internal team, clients, patients, etc. – as we have already done for many clients – please reach out and we will make it happen!

What a time the last few weeks have been for all of us. I truly hope your family, you and your business are all doing as well as possible. Please prioritize taking care mentally and physically.

Quote of the week:

Optimism is a strategy for making a better future, because unless you believe that the future can be better, you are unlikely to step up and take responsibility for making it so.

Noam Chomsky