Whether your company has been able to weather the COVID-19 storm with only relatively minor inconveniences or has been forced to lay-off most or all of your staff, this experience has been an incredibly stressful time for employees and employers alike. While the first wave of the crisis seems to be slowly winding down, and as we begin the process of re-opening, now is the time for business leaders to reinforce personal connections at work – with both customers and employees. Demonstrating humanity through acts of loyalty and caring for those you work with will go a long way to delivering dividends down the road.
Strange Times Call For Unusual Actions
As CEO of a financial advisory firm, during the first number of weeks of the “lockdown” I focused on helping clients reorient to a hyper-unstable business climate. In many instances, we helped companies that were perfectly healthy prior to the impact of COVID to strategize on survival tactics. In a few instances and because of government-sponsored benefits available to employees, we advised clients to execute short-term layoffs, both for the good of employees and the long-term health of their business.
As an employer myself, I was acutely aware of the contradictions at work. Never in my 35-year career had I advised companies to pursue layoffs “for the benefit of employees”, but in consideration of the unique environment -- and the unemployment benefits being offered -- it just made cold, hard business sense. These are strange days indeed.
Assess, Stabilize & Then Redefine What It Means To Be Productive
As for my own business, we are among the fortunate that will survive this challenge. That said, it is not business as usual. Our boutique company is feeling the sting too. After an initial scramble to recast 2020 forecasts and figure out the applicability of PPP (paycheck protection program) and how it works, as well as assess other relief packages, we are behaving like a lot of other businesses in our situation: we’re doing what we can to be productive, while also settling into wait-and-see mode. It is understandable considering the unprecedented level of uncertainty in today’s business climate.
I’ve been forced to redefine how to be productive -- while working out my house. To this end, I have shifted focus on client service delivery and internally on Starter-Fluid’s operations. We operate a mostly remote business model but maintain an office for anyone that seeks the benefits of face to face collaboration and social interaction. Frankly, it is a must for my personal sanity; I’ve learned that working from home is not for me.
As you can imagine, it’s been a big transition, as it has been for so many that are working from home these days. Reflecting on how I was feeling one day, I was feeling quite disconnected from our fifteen employees. I projected that many of the staff must also be equating social distancing to feeling isolated. In that regard, I assumed they are longing for their pre-COVID lifestyle. The simple things that we have taken for granted have felt unattainable. Our awareness to how simple interactions with people enriches our daily lives has been magnified in two short months. Grabbing a beer with a friend, going out to eat with your family, or having a hallway conversation with a colleague are some of life’s unsung little pleasures. Tough times have a way of amplifying these pleasures. To that end, I wanted to find a way to bring an unexpected smile to the faces of all that I work with.
Reaching Out – Modest Gestures Are Meaningful
Awhile back, a business partner sent a thank you gift from Sugarwish.com for referring a client. The simplest way to describe Sugarwish is as an online penny candy store, with all of the appeal of an offline experience and the convenience of internet shopping. How it works: the gifter selects how many candies a recipient is allowed to choose; the platform sends an email invitation; s/he makes selections; candy is then delivered to homes via mail. As a recipient, you scroll through volumes of penny candies, many of which you have not seen in years, and trying to figure out which ones make the cut is angst-inducing, but in the best way possible.
While not intended or expected, I found responses to this gesture incredibly satisfying: “This is so fun”, “Can’t thank you enough”, “You’re the best boss EVAH!”, and “Great surprise”. I also learned that my staff is rife with sweet-tooth aficionados.
In the end, this small and inexpensive gesture had a high impact on everyone. I am confident this will be reciprocated in equally small but meaningful ways that in the aggregate make Starter-Fluid a great business.
This concept of unsolicited acts of loyalty feeds into one of my core principles: loyalty is a two-way street that is reciprocated if you, as an employer, consistently initiate acts of loyalty. It does not have to carry a prohibitive cost - it can be as simple as praising someone for a job well-done. It can also come in the form of demonstrating an interest in understanding people at an appropriate personal level. For employers that have been forced to temporarily separate from employees, I advocate for finding ways to stay connected. Use emails and video conferences to keep them in the loop as much as you can. Do not let hard-earned bonds atrophy; reinforce individuals’ importance, contributions and roles.
Challenging Times Yield Powerful Lessons
The effects of COVID-19 will certainly have lasting impact on how we all operate our businesses. That said, through simple acts of compassion and kindness to our employees, we have an opportunity to make some proverbial chicken salad. Don’t let the opportunity pass you by.
David Chapman is the founder and CEO of Starter-Fluid LLC, a provider of fractional CFO and outsourced accounting, finance and operational services for startups and emerging businesses. Connect with him on LinkedIn and follow him on Twitter.
Making Chicken Salad