A year to remember is over. However, many of the lessons learned from 2020 will continue for years to come.
Many management teams are attempting to predict the lingering impact that 2020 will have on their organizations. I feel this is a worthwhile activity for all of us.
I offer the following observations to assist those in their 2020 impact deliberations.
I have written, in 2020, about customers’ changed perspectives, habits and needs as it relates to customer service. Based upon the customer smiles I have observed, curbside pickup is a customer service component that will endure. Additionally, the capability of home delivery, beyond large organizations, seems to have gained traction. I would offer that there is market space for additional small business, home delivery services.
Some organizations have found that components of their organizations have been more efficient with the virtual environment. There have been news reports discussing how organizations are delaying their move back into their physical spaces. When that does occur, others are anticipating less space requirements. For some, the spaces will be used primarily for project, team and team-building activities.
Within the virtual world, many managers have altered their management styles and orientation. This is to be expected. The workflow, in most instances, is the same. However, the manner in which it is accomplished may have changed. Additionally, some of you may have observed that there are members of your team who have flourished in the new work environment while others may have struggled. Management needs to adapt.
The virtual work environment has been advancing for decades now. The enhanced broadband speeds, larger monitors, advancement in visual and group software — these will continue to combine and accelerate the pace of acceptance. This combined with the growth of virtual education, on all levels of education, and you have a future workforce readily adapted to the virtual workplace. Ease and convenience, married with these factors, means further customer integration into the workflow can be anticipated.
The current reality and anticipated future of the virtual environment expansion suggests new components of team member evaluations and advancement within your organization on all levels.
Old tasks, such as onboarding new team members, may take on new dimensions. Perhaps new team members are delivered a couple of boxes. One might include the technology — PCs, modems, speakers, sign-in information and backdrops. The other box could include a chair and lighting. You might include the organization’s swag, coffee mug, mousepad and baseball cap. All kidding aside, the welcome to your organization in a virtual world should be managed.
The list goes on regarding how our organizations and our lives have and will continue to be impacted by the events of 2020.
If you would like to share some of your ideas and or new procedures, contact me at the email below. I will share them in a future column.
I wish all of you, after a challenging 2020, your best year ever in 2021!
Cornell Wright is the author of “31 Coffee Breaks to a Better Organization,” a trainer and consultant at The Parker Wright Group Inc. in Stratford. The firm strengthens clients’ team development in pursuit of customer service strategies and processes and is a Certified Partner of Predictive Index. He can be reached at 203-377-4226 or cornell@parkerwrightgroup.com.
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Plan Well & Execute: 2020 is over, but some changes may stay - New Haven Register
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