Your Outreach to Customers

| PERG News: March 2020 |

Many companies are taking to wise precaution to proactively reach out to their community of customers and partners to reassure them that their business is reliable in this time of uncertainty. Here are some important things that are included in communications with clients: 

Offer reassurance: We want to let you know that protecting the well-being of our clients, colleagues, vendors, and friends is of the utmost importance to us. 

Demonstrate preparedness: In the event of a serious disruption to the market, we want to assure you that we have a Business Continuity Plan in place so that we can continue to support the community that counts on us. 

State status: We remain open during our regular business hours. 

Describe steps being taken: 
• Enhanced cleaning procedures, hand washing policies, limiting physical contact (no handshake policy), signs around workplace to remind workers and visitors to take precautions, instructed workers to stay home if they feel ill, etc. 
• We are paying special attention to high-touch areas such as doorknobs, faucets, countertops, tables, steering wheels, seats, and other hard surfaces. 
• Some employees are working remotely. You may hear children in the background when you call. 

Offer incentives to retain customers: 
• E.g. consider amending cancelation policy e.g. “If a cancellation fee applies as a result of Coronavirus concerns, we will apply the fee toward any future booking in 2020 (by the same client) pending availability.” 
• Follow up: We will closely monitor the situation and evaluate additional measures as needed. 

Please include PERG on your distribution list. We want to know how our members are handling the situation.