Retail Observer

RETAILOBSERVER.COM JUNE 2020 64 D uring the past several months our world has been turned upside down as COVID-19 continues to run its course. The hotspots are well known, and while the virus has run through the country the impacts have not been even. As I write this, some areas are slowly opening while others are steadfastly refusing to do so. At some point, however, the nation WILL open up, and I'm sure we're all wondering what kind of a world we will see? Of the changes that have taken place, many will take years to fade, if they ever do. There's a fear of interacting with others, and government lockdown orders have exacerbated those fears for many. For others, the decrees have unleashed anger and resentment as perceived constraints against our liberties. Both positions are understandable and should be considered as we begin to interact again. We'll have new buzzwords: "shelter in place," "social distancing," and "new normal" being a few of many phrases that now evoke a range of feelings in different people and in different parts of the country. And, based on the experiences we've all gone through, these feelings are neither "right" or "wrong." One thing is clear, our country has been left in tatters. A roaring economy was brought to an abrupt halt. We've lost tens of thousands of our citizens, and a large percentage of those were among our most vulnerable. The nation is politically more divided than ever – this problem did not bind us together as it frankly should have. We probably have more questions than answers as we move forward. How do we interact? How do we recover? What's next? The appliance service industry has been considered essential, and along with those working in medicine, emergency support services, food production and distribution, sanitation, and many other service industries, those in our industry deserve the label "heroes." You've helped your brothers and sisters and have kept the country moving forward, to the greatest degree possible. Many of you changed your behaviors, donned protective attire, sanitized your work areas and vehicles, and kept working. You'll likely have to continue to do that, and it isn't all bad. COVID-19 isn't the only health concern, and protecting yourselves, your families and co-workers and customers will be a key part of moving forward. Office staff may be asked to work remotely. Again, this is an area where the pandemic probably moved the industry in a direction it was destined to go, albeit grudgingly. Today's technology largely allows us to do this – we can monitor our associates' performance in a remote environment just about as well as we can at the office. Does this allow for reduction of brick and mortar locations? Maybe a cost reduction? Perhaps – it's something to consider. Even our customer greetings will need to be modified. Handshaking has probably gone the way of the wringer-washer; there's a genuine fear in the eyes of some people whenever there's a perceived risk of contact. On the other hand, elbow-bumping an 85-year-old customer doesn't seem right. A friendly word (said from behind your face mask) will have to be the norm moving forward. And that's tough, because many of us enjoy the personal aspect of our jobs, but that will have to change. The economy will begin to recover as the states begin reopening, but it will be a process, not just flipping a switch. There has been pain, and it may continue. Many people have been displaced from jobs and will not be able to go back to what they were doing. The silver lining is that it will force people to look at new ways of making a living. Might appliance service be a consideration? There will be good people available who either have the necessary skills or the ability to pick them up. Good leaders who need to build their staffs will keep their eyes open and alert to potential opportunities. You've all heard "we'll get through this." And we will get through, and likely be better for it, as we emerge on the other side. But we should never forget the lessons, and the need to develop a plan for the future, because the box has been opened. What's happened once will certainly happen again, and we'll need to be ready for it. AS THE STORM PASSES- NOW WHAT? S E R V I C E D E P A R T M E N T RO Randy Carney- Executive Director- PSA

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