BUSINESS REOPENING LIFELINES: 'Navigating grayish fog coronavirus has induced'
Since the devastating impact of COVID-19, each day you wake up only to find your ‘norm’ is still on pause. While businesses and individuals struggle to make sense of what is inexplicable, even mystifying - we look for whatever lifelines available. Intuitively, at times I feel certain that the entire world cries in unison. Cries for being able to pick-up from the point, where our old ways of living existed. Resilient enough to find strategies to come out of this crisis - freeing ourselves from a pauseful condition and loss that continues daily. Because no business, group, organization or individual has unlimited resources, it becomes pertinent to decide which alternative strategies will benefit us more! It’s important to see the realness of (coronavirus) impact, and the uncertainty that have not yet disappeared. Thus producing an inevitable need tor CHANGE!
Everyone should be in continuous monitoring mode. The necessity to monitor change and behaviors that are part of new norms - applicable to internal and external systems that affect lifestyle. Internal, as it applies to our health, self care, careful simple hygiene habits, daily planned activities, personal space and again routines. External as well, trends, events, calls to action & consumer preferences. Especially, attention warrant to monitor the world business, education, sustainability of economic growth, and social responsiveness. Adapting to change usually comes with the expectation that change takes time! Based on the swiftness and exert of the pandemic, we are forced to get in step with the changes that we are presented. Rather having enough time to properly exhale a bit, and clear path, businesses once positioned comfortably , from every industry - move quickly to refocus, rearrange, SURVIVE! Although, many businesses move forward step by step to get back to viability status - the other side of the coin rhythms an accelerated pace. FORGET about “business as usual.” More than likely status quo thinking won’t place the likes of a business ahead. What worked before can no longer be taken for granted. Let’s face it, ‘we’re living the reality of such a time as this… a ‘change -over.’ In fact , the struggle to survive in the world of business, large or small is notably key strokes from the brick and mortar way of doing business.
Forecast of the move from brick-and mortar of course is not new. However, more business owners post-COVID-19 onset, are faced with an even greater seriousness to see online business operation as necessary. Some recognize it as an immediate lifeline in order to keep up, and avoid financial loss or possible dissolution. It is time for entrepreneurs and small business to really utilize their brilliant strategic-management skills. First, to just keep afloat, taking hold to whatever, perhaps not so obvious lifelines. Look for them because lifelines are within reach. These resources often discovered through one’s creative talents, as well as from external sources waiting to be taken advantage of. Next, try redirection, re-engineering and ingenuity to influence productivity.
PEOPLE ORIENTED FOCUS: Although we find ourselves onboard with the practice of social distancing, it is not without knowing that we are social beings. Relationships are importance in every avenue of life, including business relations. There’s a catchy saying…’people who need people are the luckiest people’. Reopening and getting to an identifiable new norm can be intimidating, even for the most skilled leader. Crisis events such as the coronavirus is of such magnitude, touching lives worldwide shakes the very core of our familiar trust. People in large numbers have greatly suffered loss, experienced illness, financial breakdown, and continue to grieve the death of loved ones and friends. Many look to others for consoling and to share in a bond of empathy. Thus, seeking a reassurance that everything will be ok. This reassurance is also sought in consumers looking to business to provide resources, care and service while navigating cautions. Business presence is essential. Resuming services to run at partial operation takes preparation after a closure. I remember a line my mother would say occasionally when beginning an uncertain task…’it’s more than a notion.’ Reopening cause for a ‘people first’ approach. Like in servant leadership where leader(s) from small and large organizations, companies main goal is to SERVE! Seeing people as assets and placing needs of the customer, clients, employees, and community foremost. Remembering that to rebuild trust and reliability has to been nurtured. Demonstrating buy-in to good safety-health participation, and practice behavior as recommended by the CDC, Center for Disease Control, and other health authorities. Think…care, consideration, compliance!
PRODUCT & SERVICE RELEVANCE: Strategist whether the owner of a small establishment, director, executive officer, has the responsibility to facilitate success of the business. They gather information, look at trends, forecast as well as scope out emerging marketing, quality products and service opportunities. To make a comeback could call for timely product or service reassessment, that will lead to a complete change in product or service focus. Example of an increase in consumer product demand, based on perceived need - PPE & cleaning supplies. The need prompted innovated new and current entrepreneurs to make mask. Many businesses now include protective gloves, cleaning products and more to their inventory stock. While these items may not be the primary brand product or focus for many companies - they do have promoted place value. It is likely such items will certainly be part of supplies that are kept in stock to perform business activities. Timely presentation and promotion make a difference. A strategic merchant demonstrates ability to accurately read, and confirm mass consumers situational needs, They’ll instinctively will go ahead to influence motivated consumer purchase. Also, it’s OK to revamp, re-work, create and reinvent. Lastly, take heart to ‘HOW ‘services are offered, plus ‘HOW’ performed. It has to be part of the scenario analysis.
THE REOPENING BUSINESS SCOPE: It’s an ideal time to look at business scope to get back on track when reopening. Business scope is commonly associated with management of a project in business. B-Scope considers resources available, human asset input, timelines, and processes to get things done! Questions such as, “What does it take to streamline, reorganize, or create new products and services?” What’s needed such as materials, supplies, contractors if applicable, to design or arrange space, compliant with appropriate social distance expectations?” Again, people really need to feel safe returning to their school, a child care center, gym, hair salon and favorite establishments.
ONLINE PRESENCE: Another cliche’ phrase, “if it ain’t broke don’t fix it”, is dated when used to justify not including an online presence. Keep doing things the same way because it worked before, shouldn’t be taken for granted. Doing things the same way and holding fast to ‘this way-right way’, does not allow for flex. To the point, it is not to say some merchants with stand online presence - rather their choice may be predicated on unique essentials defined in service type, product & overall operation. In that perspective, given understanding of the specific nature of business type, vision, mission, off-line reach can too be appreciated. Staying open to alternatives and interactive online presence is significant when keeping connected to the public and keeping essential. Sole proprietors such as florist, child care provider earnestly benefit from online presence to stay connected to customers and parents. Indeed, there is an increase in online purchases since the coronavirus outbreak and spread throughout the United States. The use of mobile apps to purchase products and services is a preferred choice, as it is accessible and convenient way to get task done. Everyday task as grocery shopping, purchasing fast food favorites. To have online presence should not be thought of as - discarding, or not using what’s claimed ‘not broken.’ Rather, to gain & embrace online participation should be explored as part of doing business, fashioned for this day and future.
INNOVATION & LONGEVITY: If there ever is a time to think out the box…it’s here and now! Keep saying the word innovation…innovation. Repeat it over-and-over again to motivate partners, employees, shareholders to say at meetings, and in conversations to stimulate diverse ideas. Opportunities to share ideas that includes input from individuals having different job role, welcomes ‘out of the box’ thinking. Also, inclusiveness make way for needed ‘shifts in position’ when change is welcomed. Businesses should be encouraged to experience ‘wearing more creative hats.’ Additionally, look for new ways to best tailor, care, plus cater to customers’ expectation and demands. Shining light on what the customer deems valuable, not necessarily what the business agree is standard. Therefore, businesses are challenged, often in a clamor to repeatedly “WOW” existing customers, and “WOO - WOW” new ones. Ways most good businesses do to accomplish this is speedy communication turn-around, easy to use online ordering, apps, & prompt delivery. Clients or consumers should sense your business is reliable. Furthermore, stellar customer service will increase chance for repeated business, Everyone is happy, and more importantly, the consumer is satisfied with their choice having spent their money at your business.
What does the innovation process consist of other than products and services? Techniques, procedures, space design, tools, training, more. Innovation must take into consideration longevity . What will the innovation look like long-term? Will its’ quality or demand out last what other competitors offer? One thing you can count on - the line of competitors and their unwavering pursue of the same targeted consumers. Figure out the right moves & behaviors! Stay in proactive clarity mode, and not reactive fumble.
DIGITAL PAYMENT & CONTACTLESS PAYMENT TRANSACTIONS: Are we living in a new reality where its more practical to ‘cash out’ to contactless payment options - credit/debit cards, digital opts and apps? More people are very concerned, fearful of the risk of transferring germs, the COVID-19 virus person to person. Some public officials indicated risk of spreading the virus in such manner, has not halted consumers, and business to choose digital payment transactions over cash. On the other hand, the Bank of International Settlements (BIS) noted in an article post on coindesk.com, that the U.S. was included in countries - noted a higher average google search intensity. That being time spent checking about the virus transmittal via cash. Admitting, I personally did a google search, as well as continually listening to, and following what health experts say about the subject. If we are looking at the beginning of the phase out of cash transactions, it definitely will be done in steps too. Help from The Payment Technology Services Industry will be instrumental in ushering over, multiple contactless payment selections. At this stage here’s what cash only establishments can do. Avoid making it so easy for potential clients to hesitate, have doubt pertaining to the readiness, or seriousness of accommodating everyone equally. Likewise, automatically being dismissed, and not gaining what could have been a long term patron. Simply make digital payment an alternative, Diehard cash only merchants are those that sell inexpensive items, such as at a hot dog stand, dry cleaners or laundromat. The public’s relationship with money has not changed, but the physical representation (bank note currency), has unfortunate tainted association.
FINALLY, REMEMBER …NO BUSINESS CAN SURVIVE ON IT’S OWN. IT IS COMPELLING SERVICE, CONSIDERATION & RELATIONSHIP THAT PEOPLE SEE, AND FEEL YOUR BUSINESS!
Eartha L. DeYampert, Senior Consultant