Surface Ripples

What it Takes to Keep Going

We’re still reeling from the impact of COVID-19.  Some countries are experiencing fresh outbreaks, others are seeing “second waves”.  Businesses, governments, schools, families and our way of life have all been affected. The aviation industry is on its proverbial knees, whilst some countries can’t get enough equipment to help them combat the pandemic.

What made me stop and think was how luck my own business has been.  Our work lends itself quite well to dealing remotely with others (occasionally, we need to have face-to-face meetings, but that can be done).  We’re based in a country that has been incredibly successful in combatting COVID.  Our Minister of Health closed borders stopped travel into and out of the country at first, and then instituted rigorous quarantine procedures for anyone returning or travelling in for vital reasons (e.g. re-joining family, returning home after visiting overseas).  

Not all businesses will have been so lucky.  Those that depend on a flow of people (e.g. the travel and tourism industry) are in a bad state.  

What would other businesses need to have even a fighting chance of keeping their heads above water.  In some cases, vast reserves of cash to weather the proverbial storm for up to two years.  In others, it’s a case of certain stocks (e.g. PPE) and assured supply chains.  

What processes do we need?  Can we be assured of vital staff (if, say, we need people taking orders, picking stocks off shelves or replenishing vending machines)?

Who are our “critical people”?  These are the ones we must  have available to do what is needed.   For many countries, these were trained medical staff (with sufficient supplies of PPE).  For businesses, it may be the ones who answer technical questions by phone or email (IT support, for example).  

The pandemic has shown how much many of us rely on “just in time” delivery, or online ordering.  How do we make sure in future that we can manage?  What will you do in your business?  What impact will it have on customer relations, staff retention, goodwill and profitability?

Some businesses seem to be using the pandemic as an excuse to provide sub-standard service (one of my banks is in this category).  We can either use COVID as an excuse, or as a reason to shine.  I know what I’m aiming for.

I’ve spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With more than 20 years in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. My website  provides a full picture of my portfolio of services.  For strategic questions that you should be asking yourself, follow me at @wkm610.

Labels: Crisis Management, Customer Care, Financial, Leadership, Productivity, Strategy, Teamwork

posted by William Martin @ 08:11