In a time of intense business disruption where social distancing prevented meeting with partners face to face, vendors and distributors modified their communications strategies to reflect new paradigms.
“Customers need to know what to expect from us. Basic clarity became the forefront of our comms,” Watts said.
Taking the time to personally update partners on service levels—whether by phone or one-on-one virtual conference meetings—was a top priority for many distributors.
According to Watts, “We gave interactive PDFs so that our team could talk with our customers about all of our service levels—exactly where we were—to give them the reassurance they needed. That personal touch came back in.”
Hammervik closed by mentioning one of her favorite quotes: "Going through things you never thought you'd go through will take you places you never thought you'd get to," adding that there are positives to take from our current environment, and that things will get better.
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