If you are experiencing supply chain issues, you have three responsibilities to your customers.
- Communicate the realities of the crisis and how it is really going to affect them, and what they can expect moving forward.
- Let them know about problems (ie, delivery issues etc.) BEFORE they find out about them so they can plan, respond, and make arrangements.
- Consistently communicate with them. Customers know that there is little you can personally do to fix the supply and delivery issues, but showing that you are trying to do your best to mitigate the situation by keeping them abreast of what is happening, showing compassion, and understanding by staying in touch, goes a long way in strengthening the relationship ties and letting them know you are there as a partner to support them as best you can during this difficult time.
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