Crisis Communication

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As you may know, Covid hit Canada not too long ago and the day it did, everyone went into a panic. Grocery stores quickly ran out of toilet paper, hand sanitizer, and all kinds of foods. At the time I was working retail as well and we had to immediately adapt and instill new procedures. This was a communication crisis between us and the customers because we were not prepared and ready to make all these changes. We came up with a plan fast and immediately communicated it to our customers. We were trying new things and seeing what worked best, trying to find which option was going to be the safest for employees and customers. We had someone at the door counting customers, we wiped down every surface and till after each use, and implemented social distancing within our procedures. Even though customers may have been frustrated at first, in the end, they cooperated with the plan and appreciated the concern we had for them.

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