OK. Phew. We’ve all ‘made it’ to here from a very uncertain and stressful spring. So far, (hopefully) so good.
There are many new boxes you’ve had to tick on your ‘to-do’ list this year: Pandemic management PPE sourced and in ample supply. Social Distancing Policies in place. Procedures being practiced. Customers aligned with company protocols. Staff trained on staying healthy, and what to do if they or someone in their home isn’t. The list of adjustments and accommodations is a long one, and it’s not static, it’s dynamic. As are the constantly changing local bylaws.
Everyone in business has had to change ‘normal’ to ‘new’ with very little notice.
In my last column, I coined the phrase ‘Compliant vs Complacent’. And, I want everyone reading this to think about how well YOUR team is performing and how consistently they are exercising every required step of compliance EVERY hour of every day. For example: Wearing a mask in 30C weather sucks. Let alone doing physical work while wearing one. It’s going to be a tough summer as long as COVID-19 lurks in the shadows of encounters with people and the things they’ve touched or coughed upon.
While it’s great that our economy and the movement within our communities is ‘opening up’…. At the same time, it’s playing a bit of roulette with the probability of a second pandemic wave. We’re all watching the US COVID-19 case numbers, and realize that a more measured, diligent approach is what’s kept us on our generally curve-flattened trajectory.
What does that have to do with your business? Everything.
In late March, throughout April and well into May, there were countless webinars and online meetings held to provide you with sound pandemic business advice. Whether from your professional association, your bank, investment advisors, accountant or coach, advice was yours for the asking. Topics were widely ranging : definitions of ‘essential’, how to stay distanced 2m, variances between jurisdictions/ regions, what policies were needed, protocol advice and process testing, where to find bathrooms facilities for the team, how to interact with clients, how to protect the team, what to train them on. To help people continue to move forward, industry consultants dug deep, pivoted quickly and created resources for businesses on many levels. Among these other awesome resources, I developed and ran several 5-day boot camps on what I call the 5 C’s of Crisis Management: Cash Flow, Communication, Culture, Course of Action and Compliance.
It’s these 5 points I want you to keep in mind as you move through the summer months, into fall, and possibly, into another economy shut down if the pandemic follows the predicted course of the epidemiologists, and international patterns we’ve been watching to date. It’s entirely possible that the crisis isn’t completely over yet. I want you to be calm and ready if and when you need to be.
You need to stay the course. The pandemic management course. The ‘pivot quickly’ course. The Amber Budget course. (While I know that many of you are having hugely successful sales results in the past month or so – we could be shuttered once again if things go in the wrong direction – and you need to be prepared with a plan for that second wave if it comes.)
When it comes to two of the 5 C’s – Culture and Compliance, I’d like you to consider my favourite expression: Culture Eats Compliance (policies and procedures) For Breakfast. If your team isn’t on the page you need them to be on, thinking and acting the way you need them to, it makes no difference how many posters you use, how many sanitizing kits are in your trucks or your store or on your work sites. Culture will either see you through a crisis – or destroy your best intentions every time.
An engaged team, who are appreciated, who feel safe and protected, who are proud, who are hopeful and who are learning – that’s your ticket to compliance – and to success – pandemic or no pandemic.
So, as we crest the hump of the frenetic spring rush, and slip into the busy but more steady pace the summer months, a word of caution from me: focus on your company culture, build it, grow it, talk to your team. Engage them with great questions. When was the last time you asked each employee one on one: ‘What do you need from me to be successful today?’ or ‘How do you feel about where our community is on the pandemic right now?’. Show empathy, and show it consistently, and they’ll show up.
I encourage you to think about systems this summer because they are the key to the 5 C’s when they’re working well. How well are your company systems working? What’s broken? What are you measuring? How do the metrics compare to targets? What’s getting in the way of blowing past profit projections?
Look deep and look often into how your people are not only performing, but how they’re feeling about it. Look for things to celebrate. Bring joy. Bring safety. Bring confidence. Bring empathy to the company conversations.
In unprecedented times, you need to be nimble, consider things you haven’t before, and keep your eye on the horizon. Work ON your business this summer.
This blog is dedicated to the memory of my friend and mentor, Jean Paul Lamarche. JPL taught me first and foremost to be a successful, profitable entrepreneur – with an exit strategy – and second but equally as impactful, to be a successful business coach and consultant. I miss him already, and cherish his wisdom. As JPL would say if he were here with respect to staying on top of pandemic management strategies, Giddy Up.