It's a Pandemic
Looking to our left... Many institutions rely on this statement to justify longer customer queues, delayed processes, and a general lack of response. Rain or shine, for as long as the novel virus has been here, we've been standing in socially-distanced waiting lines along sidewalks outside banks, public service offices and a few private organizations that aren't being forced to care. Officers with temperature guns and handguns man the entranceway, counting heads and locking doors as they manage the herd.
Moving over to our right... It's been quite the opposite: a trigger for urgent improvements and greater efficiency. We're hearing about seamless online procedures, appointment scheduling, process automation, customer self-help, delivery and curbside pickup.
At the pandemic junction, one can take either direction. As leaders within our organization, we get to choose.
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