Management needs to address ‘reopening’ changes

This Memorial weekend is unique as we are starting to “reopen” the states. I find the term “reopen” not quite accurate. Many business were closed, due for the most part to lessen the risk of exposure for employees or customers to a potentially deadly virus. However, many other businesses continued operations. Our utilities, gas stations, grocery stores, public safety and governmental operations, to name a few, were still functioning, and we should all appreciate those people and their service.

For those businesses that will be resuming operations for the first time in weeks, I would suggest that it is time for a pep talk from management. Consider the following template for the pep talk.

First, start with a “thank you” for the team returning to work in an environment that still holds some risk. This topic is on the minds of the team members, so address it straight away.

Second, there should be a recognition of how difficult it has been for many of us to manage through the shutdown. If your team is small, this would be a good time for a brief sharing moment from those willing to share. For larger organizations, develop a mechanism for positive sharing — a bulletin board with postings from the team, for example. Your team members are going to share what happened to them, so

create a smooth path for this to happen.

The next element of the pep talk might be the revelations on the part of management that things have changed. There will be new procedures to follow. There will be new ways to interact with customers. Some of the tools and techniques used during the shutdown will continue, as will some of the policies. This is a good place to touch on personal health and the associated work policies

Most important, and I feel this is for all organizations, should be an announcement that the organization is now going to have a culture of innovation. A few key components of an innovation culture are openness to change, everyone makes suggestions and no penalty for failure. There are other components we will cover in a future column, but those three are a good working set.

Why a culture of innovation? Your team will have to implement and become comfortable with new ways of doing their jobs. Additionally, they will have be more vigilant and flexible about their and your customers’ environment.

Add to that, we are all hearing of new ways of doing business and techniques. You want and need the entire team to be your eyes and ears for new ideas and recommendations for what will work best in your environment. Don’t forget that speed of analysis, implementation and evaluation will be critical.

The wrap-up would be a refocus on the importance and value of your customer sets: direct customers who help pay the bills; supplier customers who work with you toward your goals; service customers like your banker and accountant who bolster your operations; and the list continues.

Everyone has their own style and some managers are more comfortable in front of people delivering a talk. However, the concern, enthusiasm and growth are the elements of this pep talk that will show through regardless of how smooth the delivery.

Cornell Wright is the author of “31 Coffee Breaks to a Better Organization,” a trainer and consultant at The Parker Wright Group Inc. in Stratford. The firm strengthens clients’ customer service strategies and processes and is a Certified Partner of Predictive Index. He can be reached at 203-377-4226 or cornell@parkerwrightgroup.com.