Addressing new safety protocols in your workplace

- You may have heard this saying before. Lots of companies have adopted this mantra, especially the airlines, retail stores and other industries. The line goes like this, safety first, which on its own sounds great, right? But this belief has time and time again diminished the customer experience. But I was wondering, what would happen if the mantra was customers first. Would businesses collapse in havoc and we have to keep our priorities straight. Then I wondered, what would happen if safety and customers were both a high priority and actually went hand in hand when addressing customers? Is it possible? There are a number of new safety protocols that we've all likely encountered, from staying six feet apart in retail situations and wearing a mask to hand sanitizing stations and contactless transactions. If you're working in an office setting, you may have an empty cubicle next to you or be required to wear a mask. Some businesses are even required to limit capacity. So the question is, how do we adhere to all these new rules and still deliver a world-class customer experience? Here are three concepts to consider when merging safety with service. First, you need to understand and internalize why these new safety precautions are important. The COVID-19 pandemic has tragically claimed millions of lives worldwide. Even if you or your loved ones are healthy and don't particularly worry about contracting COVID-19, you have customers that do. They may even have an underlying condition that puts them at a higher risk. It's important that you internalize that fact and respect your customers. When you do this, you'll have a deeper commitment to wearing a mask. You'll thoroughly clean more often. And you'll more readily adhere to mandated health codes and reduce the liability risk for your company. Second, you need to embrace how you'll adjust to these new protocols. I recently rented a car. I wasn't sure how they would accommodate safety and customer experience in a car rental arena. I don't even know if it was possible. I was shocked when I realized that I could have a contact free rental experience. I booked my reservation and received an email about 48 hours before my rental so I could check in. Then I confirm my rental details. The day I picked up the car, I signed my rental agreement electronically. Then I got to bypass the counter and head straight to the car. It was disinfected and ready to go. The staff had to change their process and you may have to change your process too, but it's worth it. Third, you need to avoid the common pitfalls that are easy to fall into when merging safety with service. You need to resist the temptation to cut corners, especially when it comes to cleaning. Make sure to give yourself extra time when doing tasks that may take longer to complete now. Remember, you work in your business often and are most likely familiar with your new safety rules and regulations. Your customers may not be, so go easy on them if they miss the sign with your new procedures on it. That way, you will make sure to continue to deliver an excellent customer experience, even though so much has changed in customer service today. Have a conversation with your team members or manager about how you can continue to provide a great experience for your customers and keep them safe at the same time.