5 Things to Do (and 5 Not to Do) On Your Propane/Oil Website in Response to COVID-19
The world is in an extremely difficult situation at the moment.
The global outbreak of COVID-19 has left many businesses scrambling to figure out what to do next. After all, this is unprecedented. There is no handbook on how to handle something as scary or as novel as Coronavirus.
Having a propane or oil business means you have a lot on your plate right now.
In the midst of making sure you and your loved ones stay healthy, you might also be struggling with how you should address the COVID-19 crisis on your website.
To help with the process, we have complied a list of 5 things to do during all this mess, and 5 things not to do.
5 Things To Do:
Do: Answer Pressing Questions
Create a “Frequently Asked Questions” page with answers to common questions such as:
- “Are you still open?”
- “How will this affect my service?”
- “Are your fees going to change?”
- “Are you accepting new customers right now?”
Focus on answers to the questions that your customers ask most often when they call or email you.
Do: Acknowledge the Situation
Acknowledge the COVID-19 by adding a banner (or large call-out box) to the top third of your website's homepage with a link to a page that has the most pertinent information about how you're handling operations during the the pandemic.
Do: Inform of Any Changes
Post any changes in your office or pick-up/delivery hours on this page, as well as any changes to the services/products you offer. Also post any applicable emergency/24 hour-assistance contact information.
Do: Make Safety a Priority
Remind customers of general safety precautions regarding COVID-19, as well as any that may be specific to your business. Let them know what you are doing to keep your staff safe as well.
Do: Reassure Customers
Reassure customers that you are there to help. They are likely scared. By letting them know you are still committed to providing them with great service, you will help alleviate this.
5 Things Not To Do:
Don‘t: Ignore the Obvious
Do not neglect to address the situation altogether; this can make your customers think that you don’t care about them or about what’s happening.
Don‘t: Create Extra Panic
Avoid using words/phrases that may induce fear or panic in your customers, such as “emergency”, “hurry”, “rush”, etc.
Don‘t: Use Obnoxious Colors
Try to stay away from jarring colors (or stray too far from your company’s established color scheme) when creating your banner/call-out box. Avoid using any kind of alert/danger emojis or images as well.
Don‘t: Promote Stock Piling
Don't pressure your customers to “stock up” on your product(s). Instead, remind them that you will have supplies ready for them whenever they need it.
Don‘t: Make It a Laughing Matter
Avoid joking about or making light of COVID-19 or quarantine practices. Adding some humor to your messaging is a tempting (and often effective) way to try to help your customers feel better during difficult times. In this case, it’s best to use a friendly and informative tone, not a funny one.
Moving Forward
Hopefully this list will prove helpful while you write your own website response.
Things aren't easy right now but by helping each other and pushing forward, we can all make it out the other end of this situation.
Stay safe.
