Helping your small-business customers navigate PPP loan forgiveness requires equal parts operational efficiency and personal empathy.
Your small-business customers are looking to you to help them navigate PPP loan forgiveness. You want to make the process accessible, manageable, and stress-free – not an easy task given the complexity and urgency of the situation. The personal side of the transaction is just as important – helping your customers feel known and valued as individuals and small businesses. Behind every application is a personal story of hard work, sacrifice, and dreams that affect employees, livelihoods, and communities.
With so many unknowns, which issues are the most pressing for your customers? What’s keeping them up at night? Through discussions we’ve had in our own communities as well as with our banking and credit union clients, we’re hearing about the concerns and struggles facing many small-business owners. Five stand out. We hope this will help you better understand your customer and provide an exceptional customer experience.
