what is this “new normal”? · •sept | oct | nov: business travel will return to 50% levels of...
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What is this “New Normal”?
The post-pandemic “New Normal”
Life will return to pre-pandemic normal but with more cautious and vigorous
cleanliness standards.
Bottom line:
10Adjusting to this year’s New Normal
Initiative
1Retailers & lodging:
Visible cleaning & the reduction of touch points
2020: • Lack of trust • Wariness • Fear • Cautiousness
Customers must see it to believe it
Prove it by letting us see it in action Consumers want to feel reassured
What to do:
• Reduce the number of touch points • Clean keypads in front of the customer - just before they use it • Don’t pass credit cards back and forth • Use cards rather than cash - one less fewer touch points
Clean pens in front of the customer
W H A T T O D O• Welcome customers back & REALLY thank them.
• Reduce the number of touch points including your doors & register keypads.
• Make the cleaning you are doing obvious and visual (reassurance).
• Add easy to read signage letting customers know what you’re doing internally.
• Add hand sanitizer (60% alcohol) in an abundance of locations.
Initiative
2Downtowns:
End parking fees and time limits until next year
Remove every barrier you can to get people back downtown
W H A T T O D O• Purchase parking meter covers: “Enjoy downtown,
stay safe”
• Commit to free parking through the end of this year
• Remove all obstacles to coming back downtown
• If possible, incentivize people to come downtown: free treats and drinks | Taste of Downtown | free samples from shops (merchants wear gloves) | chess | sidewalk art
Initiative
3Front line employees:
Get masks that actually fit
The average person subconsciously touches their face an average of 16 times per hour
…and more than 30 times an hour when wearing a mask.
W H A T T O D O
• Purchase masks that are large enough to not require constant adjustment
• Train employees how to adjust them - encourage them to NOT make adjustments
• Gloves should be changed every few minutes - after nearly every interaction
• Remind staff to avoid touching their face
Initiative
4The meetings industry:
Virtual conferences & conventions, small group meetings will return
• Conference attendance will be down dramatically this entire year.
• Plan hybrid in-person, virtual conferences.
• Virtual sessions: spread them out, provide recordings.
• Current thinking: Fall (after September) conferences may resume, but attendance will be down.
W H A T T O D O
Small groups | committees | interviews will return this fall
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• Current: 6’ between people • This fall: 3’ (fingers crossed) • 2021: A foot between chairs
Initiative
5Leisure travel:
Travel by car, staying closer to home, embracing the outdoors
Create a “Rediscover” campaign aimed at local and regional residents (Day trip market - within a 45-minute to an hour’s drive)
Then grow it to within a 2.5 hour drive market (overnight)
What to do
• May | June | July: Promote day-trips, encourage locals to get to “rediscover” their own backyards, have locals create half-day itineraries, friends & family: stay local
• Sept | Oct | Nov: Business travel will return to 50% levels of 2019 | smaller meetings will resume, but with spacing
• Aug | Sept | Oct: People will begin attending events, theme parks, reunions - but cautiously, slowly
• Nov | Dec: Market 2021 travel planning “make plans to visit us…” Book now. When seeing family over the holidays…
W H A T T O D O
Initiative
6Air, train, bus travel:
Temperature checks & masks 25% of normal*
*Business and leisure travel
Temperature checks: airports, train & transit stations
Masks provided to commuters | group gatherings
• Expect temperature checks
• Bring a mask with you - along with hand sanitizer
• Travel provider: Offer masks to guests & customers
• Distancing: Every other seat (except families & couples)
• Masks required during boarding & seating process
W H A T T O D O
Initiative
7Parades & large public gatherings:
25% of the normal attendance
• Consider holding off until next year
• Film and live broadcast parades, sporting events, etc. via YouTube, Zoom and other methods
• Encourage at-risk people to stay home
• Have free masks available at parking locations. Same with hand sanitizer
W H A T T O D O
Initiative
8Farmers markets:
Will be back and strong, but with more spacing and signage
• All vendors wear masks (it means you care)
• Box of gloves & trash can at every vendor booth
• Space vendors out (10’ (2.5m) between each booth)
W H A T T O D O
Initiative
9Religious & auxiliary organizations:
Call your members: welfare check | meetings & attendance
• Call every parishioner or church member (that you have info for)
• Welfare check | any needs | meeting schedule | what to expect | thank parishioners for their support
• Provide masks & sanitizer at entrances, seating chart reminders (spacing)
• Shaking hands: a nod (acknowledgment will do)
W H A T T O D O
Virus vigilantes: Avoid and discourage this behavior
Bonus
10
• Avoid anything resembling police-state tactics. People are on edge. No tattle tale policies.
• During May and June, we are entering a new phase where we are at odds: open or stay closed.
• Education: “Easing restrictions” does NOT mean we’re out of the woods yet.
W H A T T O D O
T I M E L I N E S
2 0 2 0 T I M E L I N E
May June July Aug. Sept. Oct. Nov. Dec.
Masks | Sanitizers | Increased distancing | Fewer touch points
Smaller meetings & groups
Farmers markets w/adjustments
Local & regional travel by car/RV Back in the air (limited)
Shop small | Shop local Outlet malls | lifestyle retail centers Malls (all retailers open)
Schools back in session
(As of Mid-May 2020)
Holiday markets
Indoor restaurant dining & expanded outdoor dining
Larger meetings | trade shows
Sporting events | concerts | performing arts
Masks | Sanitizers | Increased distancing | Fewer touch points
C O V I D - 1 9
REOPENINGGUIDANCE
PUBLISHED April 22, 2020
For other resources:RESTAURANT.ORG/COVID19
A GUIDE FOR THE RESTAURANT INDUSTRY
PDF with this presentation Provided by the National Restaurant Association
For more how-to resources join us DestinationDevelopment.org
Here's to carefully re-opening your economy
YOUR TOWNThe 25 Immutable Rules
of Successful Tourism
Roger A. Brooks & Maury Forman
AN AMAZING DESTINATION
Totally re-written and updated
Available now on amazon.com Print edition: $39.95 E-book edition: $9.99
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