Have you reviewed your operating plan recently? Does it need to be revised?

As states and businesses cautiously reopen for business, they have found that “business as usual” doesn’t work anymore. And for businesses with multiple locations, each location could need a different operating plan.

In this environment, it is imperative to create an operating plan for your business that works for employees and customers. For employees who return to a physical location, they must know the protocol for every instance that used to be a no-brainer. Can they sit in their usual seats? Can they come in every day? Can they continue to work from home? How many people can be in the elevator together? How many people can attend in-person meetings? What is the frequency and duration of team meetings? Is there a new protocol for the breakroom, bathroom, etc.? Every situation needs to be redesigned and communicated, in addition to new cleaning regimens.

For customers, ensuring their comfort and convenience is paramount. Have you reopened a restaurant dining room while maintaining the takeout/delivery business? How are those different customers going to be identified and handled efficiently? Do you have a retail business that has reduced occupancy requirements? Have you thought about how your customers can schedule appointments to visit your business and the different types of visits (quick pick up, longer service/browsing visit, etc.)?

A friend told me that the Farmers’ Market near her house allows for scheduled visits using OpenTable and the usual first come/first served queue (Calendly is another scheduling option). What changes to customer behavior will you implement and how will they be communicated and enforced? Whatever change to the typical routine, customers need to be educated continually to ensure their comfort with it.

The examples above are just a few of the processes that should be reviewed during a new operating environment. How will the other areas of your business need to change? Revised and well-communicated operating plans will enable your business to function efficiently, and keep your employees and customers happy and comfortable.

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