'F*CK Elon Musk' … Getting your business going again post-lockdown
‘F*CK Elon Musk’
This headline caught my eye, as I am sure it did for many of you. After Elon Musk recently sued local county authorities in California - and threatened to move his Tesla HQ to Texas or Nevada over attempts to contain the coronavirus outbreak, one Democratic state politician, Lorena Gonzalez, had that blunt message for him.
Musk responded to Gonzalez’s tweet with a simple reply saying, “Message Received.”
In the interests of balance, she has since apologized for the colourful language used and said the following about Tesla: “California has highly subsidized a company that has always disregarded worker safety & well-being, has engaged in union busting & bullies public servants. I probably could’ve expressed my frustration in a less aggressive way. Of course, no one would’ve cared if I tweeted that.”
Anyway, I am not get drawn any further into that argument.
It is true to say that opinions about the nature and speed of reopening our lives, and businesses, after the global COVID-19 lockdown are divided. And not just in the U.S. either. Around the world there are opposing views. For example, in places like France the schools have already reopened, whereas in the UK there is a looming clash between teacher unions and the government on the matter. Some countries like Italy intend to reopen their tourism industry from early June without quarantine for those entering the state, whereas other locations will continue to impose isolation restrictions on those coming in. There is no one-size-fits-all model and it naturally depends where a country lies on the curve, and indeed on many cultural aspects.
Wherever you stand on it, if you are a business owner or manager, the reopening issue is starting to loom large. The timetable for you will of course depend upon your national and regional protocols, what sector you are in etc., but sooner or later you will be faced with getting back into operation. Following on from my recent post about how to rebuild your team post-lockdown, this article draws together a range of activities that you will need to consider when reopening. Of course, you must focus on the specific rules that apply in your location, and for your organisation-type, but the following is a non-exhaustive list of best practices across multiple dimensions.
Before you read on, let me be clear on something. Today’s post is not intended as a light, easy read but rather as a valuable resource for those charged with getting organizations up and running again. Please also note that my company, Dobiquity (www.dobiquity.com) is developing a digital checklist of these measures below so do contact me here if you would like further information on that.
Lastly, before progressing, the points below apply to all businesses and organisations but obviously for smaller enterprises you may not need to do things as formally, or as in as much detail, as what is suggested below but you will still need to apply the principles to your context.
Leadership
It is hardly rocket-science to say that reopening your business will require effective leadership, but it is important to recognise just how much effort that will entail. Activities to consider will include:
Assign overall responsibility for reopening planning and implementation to a senior manager (if not yourself).
Assemble a reopening team representing all elements of the organization, including proportionate employee representation, to manage the reopening of the business.
Engage external expertise/consultants to guide the work of the reopening team where appropriate.
Agree clear roles and responsibilities between team members and document as necessary.
Ensure all reopening team members are informed of, and trained in, their roles and responsibilities regarding managing the reopening of the business.
Adopt a collaborative approach between employer and employees in managing the return to work and ensure that a clear framework for reopening is agreed.#
As leaders it is vital to understand that so much has changed in recent months and successfully revving your business back to life will be a team activity, one based on collaboration, not something that will be dictated from the top down.
Consultation
A few months ago, none of us had even heard of COVID-19 and now we are sick to the teeth of it - or at least I am anyway. But there are so many concerns out there that as a business owner or manager you need to get a handle on them; if you are to plan appropriately for reopening and guide others on what needs to be done. Most of us have do not have a clue as to all the specific steps that will need to be addressed to ensure employee and customer safety so getting advice from those that do know will be vital. Factors to consider here will include:
Consult with national and local health authorities to identify reopening regulations and protocols for your sector/business.
Engage with relevant trade associations and peers to gather advice to help guide the efforts of the reopening team.
Consult widely within the business to allay fears and listen to employee and customer concerns about reopening the business.
Get appropriate legal advice to identify any potential legal ramifications associated with reopening your business.
Review your insurance policy to ensure any enhanced COVID-19 risk factors are covered.
Meet with suppliers to agree reopening procedures and determine the potential impact on supply chains, particularly if suppliers are located in areas with high infection rates.
When you read down the above list, it’s hard to argue that any of these points are not important – obviously some carry more weight than others – but unless you first understand what needs to be done – legally and morally - to reopen your business, then you can never plan for it.
Risk Assessment
Before looking at the relevant points here, it is worth highlighting that most business owners and managers are risk takers to some degree. And that is a good thing, otherwise there would not be entrepreneurs and innovators out there. But in relation to reopening, the risks apply to other people – employees and customers – so you need to define those risks and respond accordingly. Taking a risk with your own well-being is one thing, but you have a duty of care to others. That is not to say that we should be terrified of getting going again – far from it – but it will not be a wise move to try to ‘wing it’ on this one. Points to consider here include:
Conduct reopening assessments to identify potential infection risks for employees, customers, visitors, contractors etc. within the business.
Identify potential 'at-risk' stakeholder groups (i.e. older employees/customers, those with underlying medical conditions etc.) and identify how such risks can be mitigated.
Define potential impacts on your business of changed consumer behaviour to determine if certain products/services are likely to become more, or less popular.
Examine the many HR issues associated with reopening, particularly in relation to ensuring ongoing employee health and safety.
Identify any new administrative or recording procedures that will need to be introduced into the business to manage reopening post COVID-19.
Revise contracts and service level agreements with suppliers, contractors, partners etc. if appropriate to reflect the changed operating environment.
Planning
Based on the expert advice you receive and from your consultations and risk assessments, you will then need to prepare a reopening plan with key actions and roles and responsibilities identified. This will entail the following activities,
Ensure the plan meets accepted national standards and seek external validation by health experts before implementation where necessary.
In consultation with employees, review all existing work practices and processes to identify where these may need to change in response to COVID-19 risks.
Prepare an updated financial plan and cash flow forecast to respond to the dramatically changed trading conditions.
Revise the marketing and sales plan for the business to reflect the new realities, and due to the fact that sales channels such as trade shows, face-to-face selling will now be restricted.
Plan responses to the range of HR risks identified including the need for changed work practices, operating with lower staffing levels due to absenteeism etc.
Develop policies and procedures for prompt identification and isolation of workers who may show symptoms of COVID-19, including the wider response plan to be implemented when a suspected case of COVID-19 is identified.
Ensure that appropriate funds are allocated to implement the reopening plan and associated measures.
Communication
Of course, having a plan is of no value if the relevant people do not know about it, or worse still do not get it. Therefore, you will need to inform employees, customers, suppliers, contractors, and visitors etc. of your organisation's reopening plan, and the potential impact it will have for them. Naturally, the bigger your business the more formal this needs to be, but regardless of size you must still:
Ensure that all infection prevention measures are communicated and explained to employees, customers, suppliers, contractors, and visitors etc.
Ensure that up-to-date information on the Public Health advice issued is regularly and visibly provided to employees, customers, suppliers, contractors, and visitors etc.
Display approved health notifications and COVID-19 guidelines for employees, customers, suppliers, contractors, and visitors etc.
Maintain open lines of communications with all stakeholders to allow for ongoing feedback and to provide regular updates as the post lockdown situation evolves.
Ensure that all suppliers and contractors have appropriate plans in place and adhere to your revised processes and procedures for infection prevention and control. Provide reopening training for this cohort where necessary.
Communicate any changed HR procedures to employees and ensure all are familiar with revised sickness reporting procedures etc.
Ensure that the information provided on your business website related to reopening and risk management is kept up to date at all times.
Cleaning and Maintenance
Most businesses, if they want to survive and thrive tht is, already pay good attention to the issue of cleaning and maintenance. That said, no matter how strong you are in this regard already, reopening your business safely will still require you to review all your hygiene, cleaning, maintenance and waste management procedures to identify areas of improvement, based on Public Health guidelines. You will need to:
Train all cleaning personnel on relevant cleaning procedures and those that have been upgraded in response to COVID-19.
Ensure that any changes to your hygiene policy in respect of reopening are clearly communicated and displayed for all stakeholders.
Ensure that approved and effective cleaning materials, disinfectants etc. are sourced and used appropriately to maximise hygiene standards within the business
Provide cleaning staff with the recommended Personal Protective Equipment (PPE) and fully train them in its use.
Prior to reopening deep clean all public and employee areas, surfaces, display items, furniture etc.
Identify all steps in the employee journey throughout the business, highlighting infection risks, and introduce responses to mitigate those risks.
Identify all steps in the customer journey throughout the business, highlighting infection risks, and introduce responses to mitigate those risks.
Inspect all electrical, heating and ventilation systems to ensure they are in full working order and that their potential contribution to infection spread had been identified and mitigated.
Consider any potential non-COVID-19 health risks that may have arisen due to closure of the business and respond accordingly i.e. Legionnaires’ disease.
Provide individual employees with essential cleaning materials to keep themselves and their work area clean and ensure they are aware of its correct application and use.
Pay particular attention to the cleaning regimes for 'heavy-use' areas such as public toilets, elevators, doors, computer equipment, tills etc.
Ensure that monitoring and inspection regimes for hygiene and cleanliness are reviewed, strengthened, and enforced to minimise health risks within the business.
Again, this is a long list but far from exhaustive and no matter what size your business is, there is not one item on that list that you can discount or say is unimportant. How you apply the criteria of course must reflect the scale of your operation.
Employees
Most employees will be eager to get back to work but all will have concerns about doing so, at least to some degree. Creating a safe working environment for your people will entail the following considerations:
Implement the agreed reopening HR policies and procedures identified to respond to COVID-19.
Define a manpower plan outlining the phased return of employees to work and communicate to all.
Consider conducting a reopening employee survey to gauge employee concerns and expectations in the new work environment to guide responses.
Provide options for employees (particularly those in 'at risk' categories) to continue to work from home, where practicable or for non-essential work.
Offer and record reopening training for all employees to include the latest advice on public health and explaining all new/revised work practices and procedures.
Provide approved Personal Protective Equipment (PPE) to employees in accordance with identified exposure risks and in line with Public Health Advice.
Ensure that employees are fully trained in correct use of any Personal Protective Equipment (PPE) provided.
Provide clear instructions for employees to follow if they develop signs and symptoms of COVID-19 whilst at work.
Explain the need to maintain social distancing in the workplace in line with Public Health advice along with all other hygiene best practices: respiratory hygiene, hand hygiene etc.
Customers
Whatever your business, you will have customers and particularly for those service industries where you interact closely with them, you also have a duty of care to them – and certainly your Public Liability insurance will be dependent upon you taking the necessary steps to provide as safe an environment as possible. Points to reflect upon here will include:
Consider conducting a reopening customer survey to gauge customer concerns and changed expectations resulting from COVID-19.
Identify ways to eliminate physical interaction between employees and customers as much as is reasonably practicable through revised working arrangements.
Consider how expanding your online services for customers could help your business to better navigate the COVID-19 outbreak.
Provide hand sanitisers at entry/exit points and throughout the customer experience.
Install physical barriers and clear markings to ensure that contact between employees and customers is kept to a minimum and to ensure that queues do not form between customers as they wait to be served.
Ensure that all social distancing protocols appropriate to the business are implemented and adhered to.
Display the advice on the COVID-19 measures in visible locations to ensure that customers are fully adhering to what is required.
Consider how emergency procedures, administering first aid, using defibrillators etc. must be changed due to COVID-19 and define new responses to mitigate risks.
Controls
Ultimately, you can have as many measures defined to reopen your business as safely as possible but if they are not implemented and adhered to, then it is a waste of time. Therefore, as part of your planning, you will need to strengthen your supervisory and management controls to ensure that all risk reduction initiatives are monitored and managed on an ongoing basis. Additionally, you might consider the following:
Introduce regular internal auditing procedures to monitor the effectiveness of the business reopening plan to identify areas for improvement.
Define the approved sources of information that will provide your organisation with the regular updates to guide risk management and continuity planning.
Ensure the reopening team meets regularly to review progress and update plans accordingly.
Make contact with similar organisations, nationally and internationally, to share best practices.
Consider options for the external measurement and ongoing validation of the organisation's reopening plan.
As mentioned at the outset, today’s post was not intended to be easy-read but rather to serve as a useful planning resource for those seeking to reopen a business in the light of the new realities post-COVID-19. It is most certainly not an exhaustive list, or a list of legal requirements, but hopefully it will give you some food for thought on best practices to guide your preparations.
Finally, as mentioned, if you would like to access this as a digital checklist, please contact me here.
Thanks for reading!