One of the key factors in working through a crisis is good communication and this applies to everyone, from governments’ right down to businesses and individuals. From an automotive industry perspective, this means keeping suppliers, employees and customers informed on how a business is operating under the present restrictions and any additional precautions you may be taking. Here is some general advice on good communication protocol.

Let your customers know your status through as many means as possible. For example:

- Place a poster in your window. You can download a poster template for use by garages HERE

- If you have a website, make sure it is updated with the most up to date information, on the cover page if possible.Update your social media pages, especially Facebook.

- If you don't have a social media presence for your business, this may be a good time to set it up.

- Email, or text your customers information if possible, but be aware of GDPR restrictions.

- If you are continuing to offer any kind of service, call key customers, where it is appropriate and tell them you are here to help. They won’t mind. Empathy and a friendly voice are welcome at this time.

- Update answer-phone messages. The message you convey is down to each individual business. If you have closed, tell your customers and explain why. People are very understanding and will accept this. It is better for them to know, then for them to call unsure.

If you are operating a restricted or emergency service, let people know this. Set out the hours in your message and provide a phone number or email address that they can get you on. If you are a garage, make a point of saying that you will attend to emergency situations and will facilitate the repair of anyone’s vehicle if they are involved in the provision of essential services. If you are a motor factor, state that you still have access to a full range of parts and can make these available to facilitate the repair of anyone’s vehicle, if they are involved in the provision of essential services.

If you have any kind of positive message to communicate, put it out there. For example, let customers know that the NCT has been suspended and they do not need to worry about their test, but add that you will be there to help them through it when required. Keep the communication flowing, by keeping people up to date as the situation changes. Also, try to avoid any negative messages. For example, all businesses are facing a cash flow crisis at this time, but chasing money too hard will not be appreciated.

Remember, people tend to remember how businesses and individuals act in adverse times, so being as helpful and accommodating now, will be positive for you in the future.
                    
No one knows the timescale, but things will start to return to some kind of normality eventually. Communicating effectively now with your suppliers, customers and employees will make it easier for your business to bounce back as restrictions are lifted.