Unlocking the Front Door

After a six week halt to our economy, businesses across America and the world are stirring awake. Owners are facing a dark cloud of uncertainty as they prepare to unlock their doors to welcome back customers. Will people venture out? What health and safety protocols should I establish? What investments must I make from my already depleted bank account for protective infrastructure? How do I ensure the well-being of my people?

The answers to these questions largely depend on the address of our business. Certain states and local governments are drafting specific protocols depending on the type of business that will require strict compliance before the first customer walks through the door. In other jurisdictions, it’s the “wild west,” and business owners will have to figure things out for themselves.

Before we can even begin to consider the customer reaction, we must focus on employees. People are understandably afraid; as business owners, it is our responsibility to create a workplace where our people feel secure and that we have their best interest at heart. Regardless of state or local requirements, it is incumbent upon us to develop clear and comprehensive criteria that provides the safest possible environment for our employees. The first step? We need to engage with our people to hear their fears, thoughts and ideas. They are the ones who will be on the front line serving our customers; they need to be a part of the process planning that mitigates risk.

Once we have determined the specific steps we will take to protect people, we must establish a comprehensive, non-negotiable checklist that must be used 100% of the time. Whether or not there is a legal reason to do so, our credibility with our employees and our customers is at stake. No health department violation/fine or legal claim will ever compare to the loss of trust in the community.

There is so much we cannot control during this crisis. We must focus on that which we can - doing everything we can to protect our employees will allow us to establish goodwill that will extend to our customer base, getting them through that unlocked door as quickly as possible.