What a difference a month makes! It doesn’t seem possible that it’s only been three weeks since I first wrote about COVID-19. If you read last month’s article, “This, Too, Shall Pass,” you’ll recall that I write the articles for this column about a month before the magazine is published. As a point of reference, I’m writing this article on April 10, 2020. I’m mentioning this so you’ll understand if I make some inaccurate assumptions regarding the near future.
The situation is so fluid that it’s challenging to keep up with the day-to-day changes, let alone project into the future. For instance, in the March 18th article, I mentioned that a group of us were discussing whether any of us knew anyone with the virus or someone who knows someone, or even someone who knows someone who knows someone. On that date, no one in our group did. Today, we each know at least three people with it. In fact, my son, who is serving our country overseas, has tested positive.
My goal is to be less of a prophet and more of a bearer of useful suggestions and observations that will stand the test of time after we’ve put COVID-19 behind us – and we will. As we deal with the virus, we’re forming habits and adopting behaviors that will probably continue long into the future. I think many of these are good, and we should have always done them.
INVENTING THE NEW NORMAL
As the old saying goes, “Necessity is the mother of invention.” Out of necessity, shops will invent creative ways of dealing with the challenges of this pandemic. During the last few weeks, I’ve called several shop owners to discuss the “Business as Unusual” steps they’re taking. The following is a list of many of their ideas. I’m sure you’re already doing most of them, but you might find a few you haven’t considered.
- Make a choice to open or close. Consider the costs. Reducing hours or days of operation will likely produce disappointing results. Commit to being open or closed.
- If you choose to open, let people know it! Look open, act open, and promote it! Tell people the precautions you’re taking to protect them and yourselves – no contact transactions, vehicle drop off service, concierge pick-up and delivery, complimentary sanitizing, etc.
- Purchase a digital, scan thermometer, and check every employee’s temperature when they arrive and again at midday. Force anyone with symptoms to stay home. Don’t allow them to return to work unless they test negative.
- Use the time to complete projects that you’ve been unable to find the time to do. Do a top-to-bottom, corner-to-corner clean up – inside and out. Take care of the things you’ve postponed. Reorganize and unclutter.
- It’s a great time for tech training – cross-training within your team or online tech training classes like ATRA’s new VTS training on the ATRA website. By the way, this year’s tech seminar is now available, and you can order the handout manual, as well.
- Train your customers. If you’ve wanted convert to customers dropping off cars and taking the process virtual with texting pictures, estimates, authorizations, and payment, this is the time to do that. Presently, it’s just about the only way you can do it, anyhow.
- Train yourself. Read motivational and management materials. Learn how to get more out of your shop management software by accessing the many features you’ve never had the time or bothered to learn.
- Work on improving your systems and procedures. Evaluate every routine in your shop. Make lists of things to start doing, things to improve, things keep doing and don’t forget things to stop doing.
- Take your time. No doubt, you have fewer cars to work on, but since the customers aren’t pacing back and forth in the waiting room, take your time with each vehicle. Go over it with a fine-toothed comb to find everything that needs to be done now and recommendations for future work. It’s more convenient for customers to get things done now, so they’re ready to go when the time comes.
- This is an opportune time for recruiting. With other shops laying off or closing, there are a few good candidates available.
- The local news stations are hungry for good news and human-interest stories. Tell them about whatever you’re doing to help the community, how you’re keeping your employees working, and how you’re keeping customers safe. Provide some auto care tips like car sanitizing – discuss HVAC filters and cleaning. Offer their audience an HVAC service at a special price or perhaps free with a service. You’ll be surprised by how receptive the reporters might be.
FROM THE TRENCHES
I recently had a conversation with Dave Riccio of Tri-City Transmission & Auto Repair here in Tempe, Arizona. Dave’s one of the most creative and positive shop owners I know. He’s slated to speak at this year’s Powertrain Expo in Nashville. His presentation topic is titled “Organized Chaos.” Considering today’s circumstances, I can’t think of a better topic. By the way, Dave chose that topic before COVID-19 was upon us.
Dave’s first comment was, “We’re running lean. I’m looking at eliminating the extra fat and clearing away the clutter. Some things are so obvious I can’t believe I didn’t see them before. I evaluate every expense – how much are we spending on this or on that? Unfortunately, that includes staffing needs. An employee that I’ve tolerated for underperformance or negativity is now expendable. And at this time, there are good people available who have lost their jobs.”
Dave’s always been a creative marketer, but he admits that he’s not been great at containing his marketing budget. He confessed, “I’m embarrassed to admit it, but I’ve never done email marketing. I still believe in marketing, marketing, marketing, but now I’m forced to look for free ways of doing it.” Dave’s using email, Facebook, and other social media to promote Tri-City. He’s posted several informative videos on his Website, Facebook, and YouTube. Some are overt ads, but they all explain the precautions Tri-City is employing to be a safe place to do business. His website is www. tricitytransmission.com.
Dave brought up the need to be nimble. He says, “This is no time to procrastinate. We need to be flexible and make quicker decisions, using our creative intuition – going with our gut. More than any time in my life, I understand what it means to live in the moment.”
NOW WHAT?
What about after this is all over? By the time you get this issue of GEARS, I believe our country will be going through the process of reopening. It’s not going to happen overnight nor nationwide. Some regions and industries will move quicker than others, but at least the process will have begun.
The expression “New Normal” is finally accurate. In the past, I’ve thought it was just a convenient phrase for politicians to use to dismiss their failures. But this time, I think many things will change, and many of them for the better.
For instance, what’s wrong with washing our hands more often and being more careful with our coughs and sneezes? I welcome these practices as permanent changes.
I also think requiring food handlers, restaurant staff, and grocery cashiers to exercise better sanitation protocols is something that we should have always done.
As for social distancing, while six feet may be extreme, I think a good measure is the “smell test.” If I can smell your breath or body scent, good or bad, maybe you’re too close. Kidding aside, we should be more sensitive about keeping a comfortable distance between us.
In the past, there was a bit of a social stigma attached to wearing protective masks, but that will no longer be the case. I welcome this practice, especially for the person sitting next to me on an airplane. But, seriously, isn’t this a good practice for everyone on a plane, in an elevator, or for other large gatherings in confined spaces?
From now on, we’ll all be warier of sick people. It’s wise to stay home when you’re sick. If you have a fever, you’re probably contagious with something. Out of respect for others, stay home. As a business owner, you should encourage this. You don’t want customers or employees exposed to any form of contagion.
Finally, as a public speaker, I’ve never been a fan of indiscriminate handshaking. In fact, one of the many tips I received early in my speaking career was to avoid handshaking – instead, nod and smile. Today, light fist-bumps are popular.
While I think the fist-bump could replace the handshake socially, I’m not sure how it works with the good old “handshake agreement.” Somehow the idea of a “fist-bump agreement” just doesn’t cut it for me.
POEM OF ENCOURAGEMENT
And People Stayed Home
and read books and listened
and rested and exercised
and made art and played
and learned new ways of being
and were still
and listened more deeply
someone meditated
someone prayed
someone danced
someone met their own shadow
and people started thinking differently…
And people healed…
And in the absence of people who lived in ignorant ways
– dangerous, mindless, and heartless…
The earth began to heal…
And when the danger ended
and people found themselves…
They grieved for the dead
and they made new choices
and dreamed of new visions
and created new ways to live
and heal the earth fully
just as they had been healed.
By Kitty O’Meara
How appropriate for today! There are better times ahead.
