HomeMy WebLinkAbout04. EC Business Communication GuideEAGLE COUNTY
Business CommunicationGuide
Select photos credit to Jack Affleck& The Vail Local Marketing District
Table ofContents
01
02
03
04
05
TRANSITION TRAIL MAP
Green Circle - BeginnerBlue Square - IntermediateBlack Diamond - Expert
FIVE COMMITMENTS OF
CONTAINMENT
Distance, Coverings, Washing, Testing, Stay Home
HOW TO COMMUNICATE WITHYOUR CUSTOMERS
Website
Email
Print Advertising
Social Media
Door Postings
Customer Service
Vail Daily Bulletin
DOWNLOADABLE ASSETS
Door Posting RecommendationsSocial Media LogosCommitment Icons
EAGLE COUNTY INDUSTRIES
Industry Specific Talking Points
Transition
Trail Map
01
TRANSITION TRAIL MAP
The Transition Trail Map is ever changing. To follow
along with the phased approach and for more detailed
information on reopening, click the button below.
Patterned on ski terrain descriptions that are ubiquitous to mountain resort areas, the county’s Transition Trail Map lays out not only the standards
that will be applied for reopening the local economy following weeks of COVID-19 lockdown, but it also includes *target dates for when the shifts will
happen, as long as the disease continues to trend in the right direction.
Eagle County has created a toolkit designed to help
you apply the Eagle County Public Health Orders in
the unique setting of your business, and properly
communicate to your employees and customers.
STARTING 4.27.2020 5.25.2020
A Phased Approach
Beginner Intermediate Expert
6.22.2020 *TARGET
BUSINESS TOOL KIT MORE INFO
Five Commitments
of Containment
02
FIVE COMMITMENTS OF CONTAINMENT
Sustainable social distancing protocols are
critical to each phase of our planned reopening.
To be successful, your behaviors and
commitment to effective social distancing are
critical. Please be vigilant in protecting yourself,
your family, your employees and your
community by pledging to the Five
Commitments of Containment
I Will...
DOWNLOAD POSTER
I will maintain
6 feet of social
distance.
I will cover my
face in public.
I will get tested
immediately if i
have symptoms
I will stay home
when I am sick.
I will wash my
hands often.
How to Communicate
With Your Customers
03
HOW TO COMMUNICATE WITH
YOUR CUSTOMERS
Consistent communications during this time will help you maintain
customer trust, restore employee morale and confidence for your
customer. Consider all the different channels you use to communicate
with your customers. Use these channels to communicate the actions
you are taking to keep them safe and ensuring an enjoyable customer
experience.
Craft a Unified Message
For Multiple Channels
Customers need to be confident that
the businesses they patronize have
created a protected environment to
which they can safely return.”
“
DR. JASON BRINTON
HOW TO COMMUNICATE WITH
YOUR CUSTOMERS
Update your homepage so your reopening
plans and protocols are front and center
when your customers search for you.
Craft an email to go out to your entire
subscriber base and get the information they
need directly to their inbox.
Use local, state, or national publications to
share that you are open and prepared for a
return to business.
Create a series of posts for every platform
your business uses and consistently push
them out leading up to your reopening, as
well as during your first few weeks back in
business. Frequent updates about your staff
and operations will show your customers you
are open for business and actively addressing
their needs.
Update your Google My Business profile to
provide the most accurate information to
your customers. You can provide updates
about your business to customers such as
adjusted hours of operation, or changes in
services.
To present a unified Eagle County we are
asking every business post the “Our Valley
Strong & Ready” poster as well as our five
commitments poster in addition to any
industry or operations specific information.
See page 19 for suggestions on industry
specific recommendations for customer
communications.
Whether they support your customers by
phone, email, live chat or in person, make
sure everyone on staff knows how to address
customer concerns.
Communication Checklist
WEBSITE
EMAIL
PRINT ADVERTISING
SOCIAL MEDIA
DOOR POSTINGS
CUSTOMER SERVICE
GOOGLE LISTINGS
HOW TO COMMUNICATE WITH
YOUR CUSTOMERS
The Vail Daily and Vail Valley Partnership have joined
together in a program aptly named Open for Business.
The bulletin seeks to communicate to the community
what businesses are open and their current offerings,
reinforce the message to shop local to support local
business, while supporting the local business community
and keeping all appropriate health safety measures in the
forefront of our minds.
Please update the bulletin with your appropriate business
information.
Vail Daily Bulletin
GO TO BULLETIN
Downloadable
Assets
04
DOWNLOADABLE ASSETS
DOWNLOAD NOW
Window Stickers
*if you would like to use a sticker rather than poster, please utilize your favorite local printing shop with the artwork attached.
DOWNLOADABLE ASSETS
DOWNLOAD NOW
Posters
DOWNLOADABLE ASSETS
DOWNLOAD NOW
Posters
DOWNLOADABLE ASSETS
Commitment
Icons
DOWNLOAD NOW
DOWNLOADABLE ASSETS
Phase Logos
DOWNLOAD NOW
Eagle County
Industries
05
EAGLE COUNTY INDUSTRIES
• Our menus will be posted on our website or on menu boards to create a low touch experience.
• We continue to offer delivery and curbside pickup options.
• Seating is reconfigured to ensure social distancing.
• Outdoor seating is available.
• Indoor seating is at a reduced capacity.
• We now require reservations.
• Employees and patrons are instructed to wash and sanitize hands often.
• Employees will stay home when sick.
• We screen staff for symptoms.
• Staff will wear a face covering.
• Everyone is asked to follow social distancing guidelines.
• Our staff will clean and disinfect high-touch surfaces.
• We have contactless payment systems.
Restaurants
Here are some suggestions of actions you might be taking that we would encourage you to
share with your customers. These can be posted on your website, social media, email, or any
communication vertical. These talking points will make your customers confident they will have
a safe and enjoyable dining experience.
ECPHE Guidance
EAGLE COUNTY INDUSTRIES
• We are limiting the number of customers in our store.
• We offer curbside pickup.
• Employees and patrons are instructed to wash and sanitize hands often.
• Employees will stay home when sick.
• We screen staff for symptoms.
• Staff will wear a face covering.
• Everyone is asked to follow social distancing guidelines.
• Our staff will clean and disinfect high-touch surfaces.
• We have contactless payment systems.
Retail
Here are some suggestions of actions you might be taking that we would encourage you to
share with your customers. These can be posted on your website, social media, email, or any
communication vertical. These talking points will make your customers confident they will have
a safe and enjoyable shopping experience.
ECPHE Guidance
EAGLE COUNTY INDUSTRIES
• We have adjusted our cancellation policy.
• We are limiting occupancy numbers.
• We have a contactless check-in process in place.
• Room service will be offered for all meals.
• Cleaning rooms during stay is optional.
• Employees and patrons are instructed to wash and sanitize hands often.
• Employees will stay home when sick.
• We screen staff for symptoms.
• Staff will wear a face covering.
• Everyone is asked to follow social distancing guidelines.
• Our staff will clean and disinfect high-touch surfaces.
• We have contactless payment systems.
Hospitality
Here are some suggestions of actions you might be taking that we would encourage you to
share with your customers. These can be posted on your website, social media, email, or any
communication vertical. These talking points will make your customers confident they will have
a safe visit. In addition to this list, share any lost amenities or services so they are aware of what
to expect.
ECPHE Guidance
EAGLE COUNTY INDUSTRIES
Tour Operators
Here are some suggestions of actions you might be taking that we would encourage you to
share with your customers. These can be posted on your website, social media, email, or any
communication vertical. These talking points will make your customers confident they will have
a safe and enjoyable experience.
• We are offering more private trips.
• We are limiting numbers on all programming.
• We spend all day outside and limiting any indoor sign-up time.
• We have online waivers to be completed before the trip.
• We are doing private shuttles or meeting patrons at program destinations.
• All rental equipment is cleaned and disinfected.
• Guides and guests are instructed to wash and sanitize hands often.
• Guides and staff will stay home when sick.
• We screen staff for symptoms.
• Guides and staff will wear a face covering.
• Everyone is asked to follow social distancing guidelines.
• Our staff will clean and disinfect high-touch surfaces.
• We have contactless payment systems.
• We collect payment over the phone or online prior to the trip.
ECPHE Guidance
EAGLE COUNTY INDUSTRIES
• We are encouraging buyers to review 3D tours or videos online first to determine if they truly want
to see a home before setting up a showing.
• During showings everyone is asked to follow social distancing guidelines.
• During showings masks are required by all parties.
•We are limiting showings to decision-makers.
• We are asking parties to wear gloves and to try not to touch any surfaces.
• We are asking sellers to have all lights and doors open for showings to minimize surface touching.
• We are utilizing telecommunications as much as possible.
• We have wipes and hand-sanitizer at the properties.
• We screen staff for symptoms.
Realtors
Here are some suggestions of actions you might be taking that we would encourage you to
share with your customers. These can be posted on your website, social media, email, or any
communication vertical. These talking points will make your customers confident they will have
a safe and enjoyable home buying experience.
ECPHE Guidance
Contact
Violations of the Public Health Order should be
directed to the dispatch non-emergency line at
970-479-2201.
General questions about the order or other local
COVID-related items can be directed to
COVIDQUESTIONS@EAGLECOUNTY.US
or 970-328-9750.
Crafted by