It’s a rainy Victoria Day for many of us in Ontario. A good day to stay indoors and contemplate – and plan for – getting back to business.
Last week, Premier Ford and his cabinet announced the start of the phased approach of reopening businesses, some as early as this past weekend, and certain retail being able to open tomorrow, with some guidelines to adhere to. He added to only open if you’re ready. But this seemed to catch many small business owners off guard. Some are concerned it’s too early, they’re not ready to bring in staff and customers. Still so many unknowns.
It’s wise to be cautious, and definitely a delicate balance for business owners to walk – between wanting to resume operations and make a living again, vs not wanting themselves, their families, staff or customers to contract or spread COVID-19.
The curve appears to have flattened, but the virus is still around. No one wants a second wave.
We’re months or perhaps years away from a viable vaccine, and an ongoing economic shutdown is not going to be sustainable for most businesses or employees either. There are an extremely difficult and loaded set of decisions to be made at all levels.
Following the guidelines and recommendations from scientists and public health officials should help get folks back to work as gradually and safely as possible, and help keep the public safe. Testing and contact tracing will also help as they become more widely available and in use.
Meanwhile, there are many best practices to be borrowed about how to reopen from essential businesses who stayed open during the pandemic peak. For example:
- 6-ft distancing signs and arrows on the floor to direct traffic
- Divider panels, plexiglass, curtains or other separation between seats
- More readily accessible hand washing and sanitizing
- Disposable masks & gloves
- Rotating teams of staff for work-sharing or back-up in case of an outbreak
- Delivery and curbside service where applicable
Last week, I had a dermatology visit at one of the only available walk-in centres. Staff were masked and gloved behind Plexiglas, with 6 feet separating the two receptionists behind the glass. The waiting room was quite full, with individual chairs spread 6 feet apart, and everyone wore a mask from home as requested. It was surprisingly calming.
After checking in, it was suggested that I step out and later return in 45 minutes for my appointment, so I found a nearby Starbucks that was open online, and headed over. I ordered a latte in the app, waited outside in the area with 6-ft spacing marks on the sidewalk, and was served at the door by a friendly masked young man. There was a large desk between us, with a Plexiglas barrier covering most of the desk. It’s a similar set-up and process at my local pet food store as well.
This store-front service model has become a viable workaround for applicable businesses, keeps staff feeling safe, and seems to work fine for customers, except in the case of inclement weather or a much-needed bathroom break. Shorter trips required for the time-being…
Business owners are re-imagining and reinventing in real time the nature of their businesses and operations. Not necessarily a bad thing, but this has to be fluid as circumstances keep changing. A Vancouver Pilot Coffee Roasters manager being interviewed on CBC Radio last week said that their takeout coffee sales were not enough to cover costs. They will have to look at other items they can sell to keep afloat.
This manager went on to say that this pandemic is a huge test of leadership, due to the scale of it, the personal impacts to staff, and the balance to support that vs the business. Like many other managers and business owners, she’s making it up as she goes along.
There is massive pressure on leaders to manage these concerns about people and business, and huge risks and consequences involved. Be kind to everyone. Some leaders or managers are probably having a rough day too.
One positive outcome of this extraordinary time is business owners and communities are learning from each other, supporting each other and working together, directly or through local business associations, boards of trade and chambers of commerce. It is gratifying to see the growing impact of collectively dealing with these challenges. With any luck, that will stick and extend to other areas.
Key considerations for re-opening:
- Is your health & safety policy up to date and include guidelines for things like distancing, office and desk cleanup, quarantine? What will you do about non-compliance?
- What is the status of your H&S committee? Do you need volunteers to look at the unique considerations of your workplace on how to open safely – for staff as well as for customers? What supplies are you providing and guidelines are you enforcing that will make everyone feel more comfortable returning?
- Consider who can work remotely. The President of Twitter announced last week that staff can work from home “forever”. That may not be feasible for your business, but where can you start to consider more flexibility in staff work arrangements?
- There will be sporadic hotspots; some will have to stay or be sent home. Consider bringing staff back gradually for extra safety and back-up in case of outbreak.
- There will likely be work refusals (these must be handled case by case).
- There will likely be more mental health challenges as a result of the pandemic – due to increased stress at home and the workplace and general safety fears. There is a cost to manage this, and a bigger one if you don’t. Are you prepared? Do you have benefits to support this?
Last week, when Premier Ford announced the gradual reopening of the faucet here in Ontario, he suggested businesses ask themselves if they want to be “gold standard” – as certain golf courses and the construction industry have professed, as examples.
I would strongly suggest that how you respond as a business owner and leader, in terms of the rigour of safety guidelines you provide for staff and customers, and steps you take on their behalf, are part of your brand – both your corporate and employer brands – at least in the short to medium term. They are interconnected, and immeasurably important to your survival.
What kind of standard do you want to set? How much risk (health, financial and reputational) are you willing to take? What message do you want to send?
Now is not a time for short-cuts. There is too much at stake.
Please contact me if you need any help interpreting or applying the guidelines, or creating / updating policy. Good luck out there, stay safe, mask up and don’t forget to wash your hands! We truly are all in this together.
Resources available:
The ON government has passed helpful legislation and posted many helpful resources, such as printable signage and sector-specific guidance: http://covid-19.ontario.ca/
Workplace Safety & Prevention has posted the post-pandemic business playbook and other useful and very thorough guides: http://www.wsps.ca/WSPS/media/Site/Resources/Downloads/post-pandemic-business-playbook.pdf
The Canadian Federation of Independent Business (CFIB) is also a fantastic, comprehensive resource: http://www.cfib-fcei.ca/en
I’d also recommend looking into what is available from your local chamber of commerce, board of trade and neighbourhood business association.