Business community ‘all in’ for new normal

 

By Fran Lyons

During unparalleled and uncertain times of the coronavirus pandemic, Maricopa businesses, like the community at large, adopted the phrase, “We are all in this together.” The “business as usual” mantra was halted for most during a “stay at home” statewide mandate, and many creatively adapted to the challenge.

Corporate offices and smaller local businesses offering what has been deemed essential services in town have all felt the effects of the major shift to a “new normal” and have responded from their personal perspectives.

“Before our focus was primarily about our customers and our team members. Now that has shifted to include everyone,” said John Schurz, president and general manager of Orbitel Communications. “We’re here to help keep all members of our communities safe. Our goal is to create a family culture where everybody feels connected.”

Ray Nieves, owner of 911 Air Repair, has been as busy as ever and said people are seeing the positive side of shopping local. He has added more precautions in work that usually requires him and his staff to be inside customer homes.

“We are following CDC guidelines with PPE and have also added shoe covers for extra protection. Being safe is our main focus even if it is difficult to talk to customers with a mask on,” he said. “We try to keep conversations outside while still honoring the six-foot distance requirement. Also, our invoicing process is online which makes the transaction less complicated.”

Schurz said his technicians in the field are also wearing gloves and masks and using sanitizing products to meet CDC guidelines.

“We have also provided thermometers for techs to use daily to monitor for fever,” he said.

And, like many businesses, some of his team members are working from home.

Vanessa McDill of State Farm Insurance said her top priority is the safety of her staff, customers and family members.

“Initially two of us were working out of our homes, while two worked in the office with it closed to the public,” she said. “We were able to get everyone working remotely without significant disruption to our customers. There are many pros and cons to this ever-evolving situation. It is obviously a huge pro that we were all able to be set up to work from home and continue taking care of our customers while protecting ourselves and our families.”

Depending on the business, there is some confusion left by federal legislation and by statewide executive orders, including Gov. Doug Ducey’s “stay at home” order for nonessential workers.

Troy Mauser, local agent for Allstate Insurance Company, said he tries to keep ahead of client questions while working from home himself.

“Wow, these are crazy times,” he said. “Just about everyone has to work at home – ‘stay at home’ – by the governor’s orders. We all have questions. We all want answers. No one can say for sure what the next day will bring. While we all seek a solution that no one can provide at this time, we are resolved to give you support and help for your situation.”

Mauser said Allstate recognized fewer of its customers are on the roads and “no one is doing what they normally do.” That led to a discount program for at least a couple months.

“All customers with Allstate auto insurance will receive a discount of 15% off of their premiums for the months of April and May,” he said. “This is our payback program to help you move forward. To provide relief. No one knows exactly what the future will present.”

Instead of driving, many people have been at home, mostly on the Internet, whether for work or to kill time. Orbitel has felt the pressure of that surge.

“By staying ahead of the curve, we have also been working with vendors to increase service capabilities during this time of massive Internet usage,” Schurz said. “We have also expanded our messaging to our internal staff members so that everyone is connected and included. A rising tide lifts all boats.”

Maricopans are also becoming more aware of the air they share.

Nieves said his customers have become more interested in an air-purification system he has offered for some time that is designed to filter viruses, bacteria and other pollutants.

“We have even extended our special offer for purchase,” he said. “This process of dealing with this virus is like a reset button. It seems to me that people are looking at things differently. It has opened their eyes.”

Even with adaptive measures, small businesses have labored to get through the dark days of the pandemic, leaning on customer support like never before.

McDill said it was clear “Stay Home” had very different impacts on various customers, with some feeling not change and other struggling with loss of work and income and well as missing out on family gatherings like vacations and weddings.

“While we are all making the best of this situation,” she said, “we are looking forward to getting back into the office.”

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This story appears, in part, in the May issue of InMariopa.