As the stay-at-home advisory begins to lift across the U.S., many small businesses across the country are beginning to reopen or have recently opened their doors. It’s essential to communicate to your customers about your reopening plans, increased safety protocols and changes in operations. Customers want to know what to expect and ensure their safety when they come to visit your business. One of the most effective ways to communicate to your customers is through email. To help you get started, here’s a list of recommendations and a simple email template you can send to your customers.

Consider including the following information:

• Updated capacity and hours of operation

• Changes to business operations and/or new services (i.e. delivery or curbside pickup)

• Steps you’re taking on what reopening looks like

• New safety procedures

• New online appointment and online/mobile payment process

Here’s a template you can copy, paste and tweak:

Dear Customers,

It’s the moment we’ve been waiting for! We’ve received the green light to reopen and we are excited to start serving you and the community again. We’ll be opening our doors on (insert date).

We also wanted to inform you of some of the changes to our business to ensure the safety our employees and YOU, our customer! Based on the CDC and (insert state) guidelines we will be opening at XX% capacity and our new adjusted hours will be Monday–Friday (insert time) & Saturday–Sunday (insert time). Our business hours have been adjusted to allow for proper cleaning and sanitization.

We are taking the following precautions to ensure we are keeping everyone safe:

• All employees are required to wear a face covering and gloves

• Conducted trainings with all employees on new policies and regulations:

  • Increased cleaning schedules

  • Temperature screenings and handwashing

  • No cellphone usage

• Floor decals to indicate 6' social distancing

• One-way signage to direct traffic flow

• Installed protective barriers in between the customer and employees

• Installed hand sanitizer stations at the entrance and exit

Include if you have a new contact-less payment system or mobile app: 

To reduce contact with our employees we have installed a contactless payment system (insert name of contactless payment system) or you can pay online through our new mobile app (insert app name).  Our restrooms will be closed to the public. 

Include if you have a new appointment scheduling app:

To reduce contact with our employees and avoid customers idling in our waiting room we have launched a new mobile appointment scheduling app. Please download our new appointment (insert name) for iPhone and Android and follow the below steps:

• Step 1: Book your appointment through the mobile app

• Step 2: On the day of your appointment please arrive (insert minutes) early and check in on the app

• Step 3: Please kindly wait in your car until we call you to confirm we ready for your appointment

Our restrooms will be closed to the public during this time, please plan accordingly.

We can’t wait to see your smiling faces (even if it’s through a mask) again! However, if you aren’t feeling well please stay home.  We are carefully monitoring the situation and keeping up to date on all CDC and state regulations. If anything changes, we will be sure to let you know.

In the meantime, feel free to follow us on social media to stay up to date as well as contact us with any questions you may have.  (Insert all social media links)

See you soon!

(Your name – your business name)