We hope this communique finds you safe, albeit struggling with what COVID-19 has wrought. Our prayers go out to those who are suffering. We’re working from home, practicing social distancing and limiting our physical contact with others. People and firms are facing issues they never anticipated. These are unprecedented times – but we will all make it through this pandemic.

Over the past few weeks, we’ve been talking with a number of firms. What we’ve heard is that companies have faced many unanticipated challenges. We’ve also learned that through it all companies are doing their very best to accommodate this new abnormal. While it’s premature to start our after-action planning, we want to share with you something that you can do now. Take notes. Keep a diary of issues you’re running in to. This information will be valuable when we exit this crisis. Your journal should include:

• Document how your workforce responded to the crisis. Were there insurmountable staff issues? What lessons did you learn about the most important resources for your firm – people?
• Document how effective your work from home program is. What did you learn? We’re you prepared to deploy? What surprises did you encounter? How were you able to convert your remote workforce back to an office setting (when that occurs)?
• Document how your supply chain (products and services) performed. What interruptions did you encounter? Who rose to the occasion and who answered beyond the call? How did you adjust?
• Document how your policies and processes supported your pandemic response. What policies and procedures did you use? What processes and methods did you have to replace or discard?
• Document where you had to increase your spending. Were the increases reasonable? Did you come up with ways to avoid increased spending?
• Document the impacts to your brand, image and reputation. How did you respond?
• Document what regulatory hurdles you’ve encountered. Did you face fines, penalties or sanctions?

This information will be valuable input for your after-action planning. If you’re like me, taking notes is the best way to recall situations of the past.

These are tough times, but we’ve shown extraordinary resilience in the past and – our response is and will be no different this time!

Stay safe and be well!