In the second of our BRC Learning webinar series we welcomed Katie Mabbett Deputy Store Director at Harrods to explore the impact that the pandemic has had on our people and our customers.
Here are the key takeaways:
- Everyone will be coping differently - we must acknowledge that everyone will be affected by COVID-19 in different ways. Members of our teams could even be displaying a 'stress response' as Evelina Dzimanavičiūtė discussed in session 1. It's important to not let your survival response completely consume you. Assess where you are, decide what you can contribute and lean on those around you.
- There really is no 'pandemic instruction manual' - your plans will frequently evolve to keep up with the latest government guidance. The key is ensuring that the needs of your employees and the safety of customers are at the heart of every decision.
- Clear communication and engagement is crucial - for all staff whether they be working from home, working in our warehouses or furloughed communication is key. Without it you're adding to the uncertainty and stress of the situation. Teams also appreciate an honest response. It is ok to admit that you don’t know the answer to everything. Now is not the time for corporate scripting and evasive answers.
- The importance of Mental Health - mental wellbeing is ingrained within the Harrods business strategy. During the crisis they have created a buddy system for team members that may be away from their families, living on their own or simply just really need someone to talk to.
- Right now it's about people - another of Harrods core company values is 'HUMAN' and it is now more important than ever before to really be 'human' with our colleagues and teams. It's ok as leaders to admit that we are all dealing with the situation in our own way and that some days are better than others.
- Be creative - there has never been a better opportunity for retail to be creative. For example, Harrods has launched a virtual concierge service for their most loyal customers. This idea was just a dream on a project map at the start of the year but due to COVID-19 this has been bought to life in just 8 weeks!
- Collaboration is key - 'we are one’ is a core company value within Harrods. In session 1 Evelina referred to 'Affiliation' as our basic human need for connection with others in our social groups. Within Harrods this value is really making a difference. Having the support, reassurance and constructive challenge from others fuels creativity, confidence, results and ultimately a feeling of safety.
- It may take time for furloughed staff to get back up to speed - whilst many people have had the opportunity to adapt to working from home, furloughed staff may not have had that same opportunity. It may take time for them to adapt and settle into their new routine.
- Don’t lose sight of the ambitions you held for evolution (of yourself and your business) - the pandemic will pass, whilst it is important to deal with the present challenges in your business you mustn't forget your longer term ambitions.
- Be brave, don’t leave a conversation with anything unsaid – chances are that others are thinking the same as you anyway!
View the recording of the webinar here.
Next Webinar
The Impact on ‘This Sector’ with Neil Gibb, Consultant, Speaker, Mentor, Coach & Social Innovator - Wednesday 10th June | 2pm – 3:30pm
During the next session we will be exploring the impact on the people within the retail industry. What does this ongoing crisis mean for the sector and how can we collectively create a different future?
Attendees will gain:
- Gain new insights into the trends and themes that continue to emerge at both a local and global level
- Find out how businesses can evolve to create the sector of the future and understand what this could look like
- Explore the role that social responsibility could play in helping retail recover from the global crisis