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An Insight From The Hills
I visited the hills recently and witnessed what the pandemic has done to the erstwhile flourishing hospitality business in these areas. Businesses, today, are inviting people back to the hills by offering huge discounts and long stay packages. Once I got in, the lowly maintained properties spoke a bit about the cuts and losses businesses had to incur due to reduced operations.
While a lot of them have suffered, there were some that thrived. Not profits, they say, but they were able to break-even. What helped them? Empathy & Resilience.
Covid-19 safety is the topmost priority for many customers, if not all, who make an intention to book a holiday now. Businesses that quickly adjusted (or will adjust) to this need are likely to show a quicker recovery. However, is empathy and the promise of safety enough?
The promise needs to translate into action. That is where resilience played a role.
Picking on the values and needs of changed behavior, businesses had to turn around their models in a month. Balancing quality of service with quality of safety required them to change staff behaviors to mask up, infrastructure changes to ensure social distancing, and establish practices to keep customers safe.
The intent of safety is now visible across all these behaviors. Unlike the promise of service, however, the promise of safety is a shared one.
Customers are asked to get themselves tested before booking. Refunds are being made based on test results. There are some customers who have tried to negotiate their way in, but businesses– that were already in loss– have upheld their part of the promise and turned them away.
Opening to success in the pandemic would need businesses to be resilient and customers to be dutiful. As the markets open, empathy will continue to play a huge role in defining operational safety & success. But how might we make sure customers keep up their part of the deal?
Hit reply to let me know your thoughts/experiences.
What's Inspiring Us This Week 🔥
A Story of Resilience: The BAO Restaurant
The BAO restaurant in the UK has long been synonymous with meticulous attention to detail. From carefully curated spaces to flawless plates, the brand has grown to become one of the city’s most discernible restaurants. With seemingly endless waves of restrictions disrupting BAO's operations, they were forced to challenge their usual creative process as they sought to implement a takeout offering that lived up to their high standards until they can open their doors to the public. In this video, the owner shares their journey of change and resilience.
Our Sparks 🔥
Uncovering What Really Matters
Recently, a friend spoke to me about how he often isn't able to understand what his dog is trying to say and it might take a while before he begins to understand him. He joked, ''What if there was a snake in the room that makes my dog react but I just think that the dog is hungry".
I decided to see things from a dog's perspective before thinking of a solution. Read this blog to see how used an empathy map to do that.
How did we do?
We are growing and we'd love to hear your feedback on this issue. Just hit reply to share your feedback.
Also, if you like what you read, feel free to share this issue in your digital circles.
Sparks on Social 🔥
Disability Design For The Win!
In 2012, Matthew Walzer, a teen with cerebral palsy, wrote to Nike asking for athletic shoes for disabled people.
My dream is to go to the college of my choice without having to worry about someone coming to tie my shoes every day. I’ve worn Nike basketball shoes all my life. I can only wear this type of shoe because I need ankle support to walk. At 16 years old, I am able to completely dress myself, but my parents still have to tie my shoes. As a teenager who is striving to become totally self-sufficient, I find this extremely frustrating and, at times, embarrassing., he said.
Nike invited him to collaborate in the design of the original adaptive Nike FlyEase shoe. The final product is so good (and may change consumer behavior forever?)
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