Post COVID19?

Four Strategic Priorities for the Post-COVID-19 World | INSEAD Knowledge
Post COVID 19?

Many of us must be asking what will happen to us post Covid19? What are the expectations from us by our Employer ? Will we be employable ? Will I be efficient and productive? Will my business sustain ?Many more such questions must be going through. Well here are some of the thoughts where we should work on positively and remove all negative thoughts from our mind.

  1. Get Super Flexible:

We all need to be more and more flexible when it comes to time , fund and people. The older style on these aspects many not work atleast for some time now. We will need to put more efforts and hence give more time to get same productivity. Many new norms will make us less productive. We can not ignore these norms too.  Stretching your time will be an order of the day. For all employees this is the best time to add atleast one more skill than what you have This will differentiate you from others.

  • Be a Good Decision maker:

Current situation will require all of us to follow real time management. We can not be superficial now in taking our decision. It like driving a formulae one car where in 1/100 th second matter for winning and losing. Decision making about yourself as well us for your business will be critical. You need to visualize the outcome of your actions and take quick decisions.

  • Ready to wear different hats

Your role is not limited now. Please remember, the process will deliver results and that result will feed everyone. If  by any chance one of the person of a particular role is not available which is creating an hinderance in process to deliver result, you may have to come in and play dual role. This be required very often now.

You will encounter some obstacles in doing above and achieving your success. Some of them are listed below

  1. There will sill be trouble makers who will try and create frictions and distract you from what your doing. Keep them away.
  2. People will spread many rumors. These should be stopped and people must be punished.
  3. We can not have me now everywhere. Me must be replaced with “We” and take every one along.

It is always to add some characteristics in our personality in times like this to over come and be winner. Lets see some of these.

  1. Empowerment– 

We must drill down the sense of empowerment till last person. For many of the businesses  the contact points are last mile employees who cannot take small decision to delight customers. To win over customers henceforth, you need to make customer experience far better than before. Since customer experience is with those employees , these employees need to be more empowered. May you need to change the policy  of granting permission to say “No” rather than for “Yes”. It’s the journey which customer should enjoy.

  • How you do Business

Simplicity must be brought in the way we handle our business. We cannot be rigid now. Look at the health care industry. They have shown tremendous transitional shift in current situation. Earlier the ICUS used to have extreme controlled working and climate. Now these same ICUs are constructed in parking lots and doctors are delivering services. We need to break the shackles to reach to our customers.

  • Empathy

It’s time to operate more to your heart than brain. Being Sensitive towards everyone in these difficult times will play major role. Making a small difference will go long way. There is small story from Club Mahindra , Coorg which will touch both Empathy and Empowerment. Please read carefully.

It was around 1 pm and there was a call at the reception. The attendant attended the call . The call was from a customer who was supposed to check in at 12 noon with his family. The customer called that the flight was  delayed and they crossed the last town on the way. They were on the hilly road and around 110 kms away from the Hotel. The customer told that they may check in at around 3:30 pm and  since there will not get  any food joint on the way, asked him to keep their lunch ready. The attendant noted the mobile number and asked for the vehicle details. Attendant looked at the details and found that there was an infant with that family. He quickly rushed to the Kitchen, packed the food which wad ready and took 1 bottle of milk . He got his motor cycle and rushed towards the customer on opposite direction. Since he was having the detail of their vehicle, he managed to meet them and gave them the food to eat along with milk to little infant. The customer was amazed as he did not expect such service from hotel. This is all about empowerment, customer delight and Empathy shown by the attendant at the reception.

What action Business People need to take

  1. They need to inculcate a culture among people to become more flexible, add new skills and become accountable. Getting fist time right will be the mantra of success as there is no scope of waste any more
  2. Policies needs to be simple and clear to all. Collective wisdom will prevail over individual performance
  3. Funds Situation needs to be known and transparent to all. Every penny will count and hence respect to every penny must be given.
  4. Customer centricity needs to be at the core.
  5. Communication will play a key role. Too much communication must be avoided. The communication must clear, transparent, concise and with purpose. Communication must carry lo of empathy and must touch hearts of the people.

“ Extraordinary Situation will require Extraordinary Action”

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