Supporting Your Customers & Employees Through the Lockdown Exit

Government has spoken. The plans have been drawn up. There’s some light at the end of the tunnel.

Lockdown in Ireland may be set to continue until 18th May, but from there the Government has put in motion a five step gradual proposal to lead us out of lockdown. While the clear instructions will be welcome news for businesses, they now face a greater challenge – how to support and provide their services to their customers under strict social distancing measures, without compromising their performance and the health of their colleagues. While the dates may have been set in place for each phase, the Government has been clear that this can only be followed if the infection rate for Covid-19 stays below an acceptable level.

With only a couple of weeks before the first phase and the first set of organisations start to re-open, it is time to review your business and ensure that you are ready to serve your customers post-lockdown.

Think First, Open Later

Do you own a garden centre? Perhaps you are a stationary or IT supplier? Then you’re one of the lucky ones who will get to open during the first phase of Ireland’s lockdown exit strategy. But wait – be careful!

After seven weeks of lockdown, you won’t be blamed for wanting to crank the doors open, get your customers in and return to normal. It is crucial that you think about this process first, however, to ensure you are fulfilling your duty of care to both workers and patrons. There have been multiple Irish and UK incidents where a business has not put in place appropriate social distancing measures, or has misjudged footfall; Zen in Belfast failed on their first night of takeaway service, while Aer Lingus has faced criticism for not having the correct procedures in place during a busy flight to London.

It is crucial to think about the policies that you will have in place before reopening your business; what will be the maximum number of customers allowed in your shop? Will your clients be allowed to visit the office? Should you operate restricted opening hours to help colleagues? Thinking thoroughly about your procedures before reopening will reassure both customers and employees and ensure that your business plays its part in helping to responsibly pull Ireland out of Covid-19's lockdown.

Health Before Wealth

Irish business hasn’t faced such an economic challenge since the fall of the Celtic Tiger. Businesses need customers, fast. While Ireland’s phased approach to lockdown will mean a slower, more gradual return to profits (hopefully), it is crucial that you put the health of your customers and workers before all this.

You must ask yourself whether your business is ready or able to open with social distancing in place. Does it have the financial capacity to supply employees with PPE, or santising products for customers and visitors? While the government is yet to clarify the legalities of all this, health should come before anything else.

You will demonstrate the responsibility of your business and showcase your care for both customers and colleagues purchasing from or working for your organisation.

Don’t Sweat Over Speed

In an age of instant communication, Covid-19 has come down on Ireland’s society and changed many people’s way of thinking. The general pace of life has been abruptly halted from one that was fast-moving to one that has cast a pause on life.

As your business reopens, you may feel pressured to providing the same service to your customers or clients as you did before Covid-19 arrived on our shores. However, it is important to remember that people have had the better part of two months to acclimatise to this new reality. From long socially distanced queues at supermarkets, to delayed online orders, Ireland’s people have had to get used to this slower pace and to expect delays.

As you reopen, do not sweat about speed, but definitely sweat about social distancing. If you can provide a quick service, then that’s a bonus. But remember – health before wealth, quality over quantity.