Skip to content
Northern Powerhouse European Union

This page was updated on 31 March 2020

Customers are central to the success of your business and as such should be at the heart of all your planning around Coronavirus.

Keep in touch

The relationship you have with your customers is crucial to the success of your business.

Most customers will be understanding of supply issues if these are directly as a result of the Coronavirus outbreak. They may be less sympathetic if agreed delivery times are missed without discussion or comment.

If you do anticipate production and delivery issues it is crucial that you maintain a dialogue with your customers. Effective communication is key.

Keeping customers onside

  • Contact all key clients and customers to update them on production, delivery schedules and any major issues.
    • Be realistic - over promising is definitely not a course of action you should be taking.
    • Your clients are likely to be having similar issues and the chance to discuss concerns will likely be appreciated

  • Keep in touch regularly – take this as an opportunity to promote improved dialogue, it may even strengthen your relationship

  • Think creatively about how to overcome production issues
    • For some customers it is not all about the price. Quality and availability may be key factors for customers

  • Above all be open and honest

Keep the cash coming in

Maintaining your credit control processes is critical during this time. Refer to our blog ‘Coronavirus – keeping the cash flowing’.


Following the Budget 2020 the following support measures will be implemented to aide economic challenges: 

  • Small firms will be able to access Coronavirus Business Interruption Loans of up to £5m (increased from £1.2m in the Chancellor's Financial Statement on 17 March) with no interest payable for 6 months.
  • Firms eligible for small business rates relief will receive £10k cash grant
  • Business rates will be abolished for all firms operating in the Hospitality, Leisure, Tourism and Retail sectors, as well as for nurseries for 12 months. 

Further details on this support can be seen on our Business FAQs page.

Contractual obligations

Businesses should consider that they may have contractual obligations to their clients. Take time to review contracts and understand your obligations and the conditions in the event you are unable to deliver. Maintaining a dialogue with your customers will be crucial during this process.

If you are concerned, be sure to consult you legal advisors to understand your options.


For more information get in touch with us here.