Second Blog PostNovember 5, 2021
coping with the crisis (Pt. 2)
One of the things which makes us so strong as a nation is our ability to “keep calm and carry on” and this has never been truer than it is today. Faced with a crisis unlike anything we have seen before, we entered a period of lockdown which spelled unpredictable consequences for businesses, but we did the right thing and closed our doors, switched on our kettles and set makeshift offices up in our homes. Now that we appear to be coming out the other side, businesses will slowly start to reopen and things should go back to normal, right?
Well, not quite. Of course it will feel incredible to start resuming trading and generating revenue, servicing our clientele and reuniting with our beloved workforces after months of seeing pixellated versions of them on our laptop screens, in their pyjamas. And it will be great to restore a more conventional routine to our working lives; one that doesn’t involve angsty toddlers making appearances in our Zoom meetings. But the fact of the matter is, things simply can’t bethe same. I call it the post Covid-19 landscape, and it promises to be unlike anything else we have ever encountered. I mean, we have never attempted to shut down the global economy, never-mind reopen it, and whilst we may wish to consider ourselves to be ‘recovering’ from the pandemic, we’re still the most infected nation in Europe and we’re still seeing daily surges in cases in different localities. To add the to mess, there is constant talk of a dreaded ‘second wave’, and scientists seem to think it’s not a question of ‘if’ but rather, ‘when’.
1. Adapt and survive!
The most noticeable change will be a social one. You’ve seen it already, when you were in the local supermarket and the old lady in front of you scarpered away because she noticed you within her two-metre zone. People are more fearful of infection than ever before and the businesses which recognise this and show they are actively taking steps to be more safe, will be the ones which prosper moving forwards.
You will have no doubt heard of some inspirational examples of businesses who have innovated and found clever ways to stay trading throughout the pandemic. You might even be an owner of such a business yourself. Measures can range from the simple and obvious through to the wild and creative; from glass screens and hand-sanitising stations, to online ordering and contactless payment, to virtual classrooms and live-streamed concerts. Adaptation could be achieved by making small tweaks to your existing processes or could mean a complete overhaul of how you do business.
As always, the key lies with the customer. Break down your customer journey from beginning to end and identify what it would mean to ensure your proposition keeps your customers and your workforce protected at each and every stage. You need to be thorough with this because if any stage of your journey, or any of your communications contradict your coronavirus policy, it will be immediately noticeable and jarring to your customer experience.
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