The Pandemic's Seismic Shift on Business
COVID-19 didn't just disrupt life as we knew it; it bulldozed through traditional models of business and community engagement. Visitor centers, the warm and welcoming front doors to towns and cities, were among the many that felt the seismic shift. The pandemic didn't just close physical doors; it challenged well-established ways of connecting with visitors, too.
The Need for Quick and Efficient Solutions
Before the pandemic, my leadership role at the Chamber of Commerce gave me insight into the predictable cycles of operations, ranging from events to member renewals. But when COVID hit, predictability was out, and improvisation was in. We couldn't rely on our usual resources or even our standard operating procedures. With the workload often exceeding the available manpower, we needed efficient and effective solutions to tackle these extraordinary challenges.
I've always been intrigued by systems and their ability to make work smoother and more manageable. When the pandemic turned our operations upside down, I knew it was time to roll up my sleeves and get creative. The solutions we needed couldn't be "business as usual"—they had to be innovative and quick to implement. What was once routine became a challenge, and what was predictable turned into an unknown variable. It was no longer just about keeping the wheels turning; it was about re-inventing the wheel itself.
Innovation as a Survival Mechanism
When the pandemic disrupted our operations, it was time fo systematic innovation. We needed to think on our feet—quickly. Gone were the days when a smile and a brochure sufficed. The urgent need for digital dexterity and tech-savvy solutions became glaringly apparent. The pandemic was a catalyst, forcing us to evolve and adapt, but it also opened doors to new possibilities.
Case Studies—Innovation in Action
Building on the realization that innovation was not just a buzzword but a necessity, let's delve into two real-world examples where quick thinking, technological savvy, and a dash of creativity turned challenges into opportunities.
» Providing Real-Time Visitor Information
When our visitor center had to close its doors due to health protocols, we faced a conundrum. How could we provide real-time information to visitors when face-to-face interactions were off the table? Tourists still needed to know what was open, where they could find food, and how they could enjoy the outdoors safely.
Solution: Glideapps to the Rescue
Enter Glideapps, a no-code platform that allows you to create mobile apps from Google Sheets. By utilizing our existing ChamberMaster software database, I was able to combine the two platforms into a mobile app that became our virtual visitor center.
Results: More than Just a Stopgap
What started as a makeshift solution became an intricate promotional tool. The coolest part? The app could provide real-time updates, like what businesses were open at that very moment, supplementing our annual map and printed visitor guide.
» Counting Visitors in a Socially-Distanced World
Visitor statistics are vital for us, not just for internal metrics but also for securing additional funding. The pandemic made our traditional methods of counting foot traffic untenable.
Solution: Blink Cameras and Automated Doors
By installing Blink cameras that detect motion, we were able to count visitors without direct interaction. To take it a step further, we even counted the publications taken by guests as an additional metric. We also automated the visitor center entry door to open early in the morning and close later at night on its own.
Results: Counting Beyond Business Hours
With automated doors and motion-detecting cameras, we could capture a count of visitors even outside our regular business hours. This not only improved our metrics but also showcased how technology could be leveraged for better operational efficiency.
The Wisdom in Hindsight
The experience of navigating these challenges was akin to a high-stakes game of chess. Each move had to be calculated, yet flexible enough to adapt to rapidly changing conditions. So, what did we learn?
1.Technology is Your Friend
Embrace technology not just as a contingency plan but as a strategic partner. In both cases, technology—whether it was a mobile app or motion-detecting cameras—proved to be a valuable asset.
2.Adaptability is Key
Being rigid in our approaches would have been our downfall. The ability to adapt and shift strategies quickly was essential.
3.Ingenuity Over Budget
While having a substantial budget is nice, ingenuity and resourcefulness proved to be just as valuable.
The Final Word: When Life Gives You Lemons...
If we've learned anything from these trying times, it's that innovation isn't an option; it's a survival mechanism. And if we can do it with a tight budget and limited manpower, so can you.
I encourage all professionals, especially those in similar organizational settings, to share your solutions, your hacks, your moments of 'Eureka!' Trust me, they're worth their weight in gold—or in our case, visitor statistics and real-time updates.
As we close this chapter and look ahead, let's not forget that necessity is the mother of invention. We didn't just survive; we adapted and thrived. And in the process, we discovered new ways of doing things that will benefit us long after the crisis has passed.
Now, how's that for turning lemons into lemonade?
I hope you enjoyed reading this blog post. If something resonates with you and you are ready to reach out, here is a link to my calendar:
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This article serves as a supplement to the LACC Case Study.