It goes without saying that current and potential customers are confused and scared right now. The least we can do is give them access to clear and simple information regarding your operations and what you are doing to reduce the risk of spreading the virus.
We strongly suggest doing 3 simple things to help with this. 1) add a visible notice to the header of your website that shows up on every page, 2) add a “Coronavirus update page” onto your website and keep it updated, and 3) update your GMB listing with similar information.
Add A Visible Notice to the Website
This is something we expect most of you will need to have your developer implement. It is not difficult, in fact quite easy, but please don’t attempt unless you are a pro at WordPress.
Essentially you want to put a visible, horizontal notice bar that sits under your menu, but at the top of every page. Then put a simple, but concise message letting users know you have formulated a response to the Coronavirus. This will help to put them at ease. Then add a call to action button which, when clicked, takes the user to the page you are going to make.
Here is a sample from one of our clients.
For this page, you are going to take any or all of the language we are sharing below, copy it from this page and then make your own. Every mover is different of course, so you have to take what you feel comfortable sharing and also this is constantly changing. But we want to share some of the various pieces of content we have been putting on our client’s Coronavirus update pages.
Below you will find a 1) Main Update sample, 2) Samples of Additional Language, 3) Visual Survey Language. Feel free to copy and paste any or all of this to make your own page.
Sample of Main Update
As communities continue to feel the impact of the coronavirus (COVID-19), I want to share with you the steps we’re taking at XYZ Movers to help protect the health and safety of our customers and our team, which is always our top priority. We know you are getting a ton of these emails, but this is important for us to relay.
We’re closely monitoring local and national reports on the evolving impact of COVID-19 and, based on guidance from the Centers for Disease Control (CDC), the World Health Organization and applicable public health agencies, we’ve developed plans and established a task force that will allow us to respond in a timely and appropriate manner.
Our housekeeping and sanitation efforts in our offices and warehouses have been dramatically expanded. We’re frequently disinfecting often-touched surfaces such as door handles, countertops, keypads, restroom surfaces, break room areas, and delivery bays. We’re requiring all of our teammates and visitors (and we urge everyone) to follow the CDC guidelines to prevent the spread of the infection. Further, we have eliminated all non-essential visitors to our facility and prohibited unnecessary company travel.
We will do our best to protect ourselves and our customers. We do ask that you also take precautions such as making sure high touch Items such as doorknobs, and handrails are clean. If you have a weak immune system or are considered high risk according to the CDC please let us know as soon as possible so we can take extra safety precautions for your move.
We feel deeply for those who have been affected. Thankfully, as of now, we’re not aware of any team member or customer contracting COVID-19. But we have implemented guidelines that instruct any team member who may develop symptoms or come into contact with infected individuals to stay home and follow the CDC’s instructions.
We are open for business during our regular hours to meet the needs of our customers. If we become aware of any condition in any location that would make it unsafe, please rest assured that we’ll shift production to another location until those conditions have been addressed.
Again, the health and safety of our customers and team members are our top priority and we’re committed to doing our part to help keep everyone safe.
In addition, please keep the following in mind:
- XYZ Movers is a low-risk company
- Our moving crews help 1-2 customers per day (low risk)
- All of our movers have been told to stay home with any symptoms and to avoid all high-risk areas via CDC guides
- We are making active efforts to disinfect our office and common areas frequently
- There will be disinfecting/cleaning supplies on every truck for any uneasy customers
Samples of Additional Language
Due to the recent rise in COVID-19 cases, we want to assure you that the XYZ Mover’s team is putting the safety of our Team Members and Customers first by following all the best practices and guidelines for sanitation, cleanliness, and precaution as we continue to be The Moving Company That You Can Depend On. Here are some of the proactive steps we’ve quickly taken:
VIRTUAL VIDEO SURVEYS: All prospective customers will be offered an alternative to the traditional on-site pre-move survey. We have updated our technology offerings to include the ability to perform a VIRTUAL VIDEO SURVEY of your home or office. This will minimize face-to-face contact time and still allow our Moving Consultants to provide accurate move estimates.
PRE-MOVE CUSTOMER WELLNESS CHECK: Our Scheduling Team will contact Customers in advance of the arrival of our Move Team to inquire if the Customer feels ill, or suspects that have had contact with an infected person. Move services can be canceled or postponed to mitigate risk and ensure safety of Team Members and Customers.
PRE-MOVE TEAM MEMBER WELLNESS CHECK. We have posted signs and symptoms of COVID-19 throughout our offices to better inform and provide awareness to our Team Members. Any Team Members who feel uncomfortable coming into the office feel ill or suspect that they may have had contact with an infected person should not come into the office and should notify the Scheduling Team ASAP. All Team Members upon arriving at our offices will have hand cleaning supplies readily available.
INCREASED CLEANING: We are refocusing and increasing cleaning duties at our office locations and in the interior cab of our Moving Trucks. All moving trucks and offices will be equipped with disinfectant wipes or spray. We are focusing our increased cleaning on frequently touched surfaces using an antimicrobial disinfectant on the EPA list of COVID-19 fighting products. Some examples of surfaces cleaned include door handles, steering wheels, phones, work surfaces, bathrooms, and common areas.
USE OF EXAMINATION GLOVES: Move Team Members will wear 9 mil thick Examination Gloves while performing move services as an additional hygiene measure and self-protection. Gloves will be discarded after each move.
STAGGERED SHIFT START TIMES: Shift start times will be spaced and staggered for our Team Members to reduce gatherings of multiple Team Members at our offices at the same time. Team Members that arrive for their shift will be encouraged to get their needed move information for the day and head out their designated move.
OPEN DOORWAYS AND WINDOWS WHEN AVAILABLE: In residential move setting when available, we will ask our Customers to open outside doors and windows to increase air circulation.
Visual Survey Language
During these confusing times, we are committed to providing you with a
stress-free moving experience. We understand that moving your belongings and securely
storing additional items are necessary essential services and your schedule or closing dates may not be negotiable.
Safety is of our highest concern, but you may need to act quickly once your home is sold to
ensure that your valued possessions can be moved to your new residence. To provide you
these services in the safest way possible, we are offering the use of video technology to
conduct in home surveys remotely.
We will provide estimates via FaceTime, Skype, our RingCentral Phone System Application, or
other video-sharing apps. To take advantage of these technologies, please reach out to us to
schedule an appointment with one of our sales representatives. Let us know your preferred
platform and we will ensure that we can accommodate your needs.
To conduct a remote survey, you will need to share your smartphone’s camera with our sales
representative and set aside at least an hour to conduct a thorough walk-through.
You will be asked to move through all of the rooms in your home and our experienced representatives will guide you through each room, asking questions on all of the items in view, and inquiring as to the contents of hidden locations (such as inside closets, under beds, and inside armoires).
Locations such as the attic, basement, garage, patio, and storage sheds may also contain items
that you plan to move. Your surveyor will guide you through all these spaces.
Our representatives are still available for on-site surveys if you would prefer a binded (guaranteed) estimate for the cost of your move. We will post updates should this situation change.
Videos are an amazing way to share information. Here is a great sample of one specifically for updating potential moving customers about Coronavirus precaution steps you are taking.
If you want to have one of these made for you, reach out to Greg Sheppard at email@example.com
Update Your GMB Listing (Google My Business)
We strongly recommend you also update your GMB (Google My Business) listing to let the world know you are open for business.
Your GMB listing is what shows up when someone searches your company name and also what comes up in the map pack and for other searches your SEO company has optimized you for.
Moreover, Google has indicated that they are favoring businesses that update their GMB listing for this epidemic. So this may even boost your listing higher.
At minimum you want to 1) update your hours of operation (if they have changed), 2) Add language to your Company Description, and 3) make sure you post that you are open for business.
Here is what it should look like after it’s been updated. Notice for our client you can see immediately in the main description the new language regarding being open and fully operational. Then there is a large image saying “Open For Business” which is actually an Event Post. These 2 things will make it crystal clear.
To do this, simply log into your Google My Business portal and click on the “Info” tab on the left. Then scroll down to the description, click on the edit icon and write your message. Once in the info tab you will also see your hours above the description in case you want to change that.
For the next part you want to choose the “Posts” tab on the left. Then select the “Add Event” towards the top.
The next part is simple so stay with me, you will love the results.
Once the editor is open you will 1) add a photo by clicking on the photo icon. You can find lot’s of free stock photos out there, 2) put in a title like you see here, 3) make the start date today and go out a year later. You can always change this later but you don’t want the post to expire.
The rest is optional and for more advanced users. For our clients we have the post add a button that says “Learn more” and if they click on it, they end up on the Coronavirus update page on the client’s website. We want them on the website anyways, right?
So 4) add some details like you see here, 5) choose the “learn more” button, and then 6) link to the page on the website you are sending customers to. Then hit Publish, you are done!
You now have updated current and potential customers that you are Open for Business and linked to your update page.