Tuesday, 30th June 2020 | Management
Digital transformation for small businesses
Having an online presence and some technology in the backend of your business is critical. Here's what you need to know about digital transformation.
Understanding digital transformation
Digital transformation is a phrase used to describe the process of deploying digital technology to solve business problems. Having a website falls under this umbrella, but so too does using cloud computing, application (ie. “app”) development, and the use of a customer relationship management (CRM) tool. Part of the transition involves taking previously manual processes to the digital realm, but it’s important to understand that this change is not simply about hardware or software. A digital transformation will also result in a positive change to your business’ culture.
Why digital transformation matters
- The workforce is aging
- The millennial generation has entered the workforce
- The population is increasingly culturally diverse
- Virtual marketplaces are growing
- Business activities are increasingly automated
- The rise of the data economy
You need to evolve—now
- You’ll increasingly lose business to competitors
- You’ll be less efficient, and therefore less financially strong than competitors
- You’ll be less attractive to employees
- You’ll eventually become obsolete
Here’s what to invest in
- Website - Now is the time to review your website. Make sure your content is relevant and presented in a user-friendly way. Put product information and details online so your customers have access to everything they need. Get rid of any outdated code or technology (see ya, Flash!). Use popular media like video. Make buying simple, straightforward, and safe. Recognizing the rise of mobile, make sure your website is responsive (meaning it is painless to view on a phone) and, if appropriate, consider building an app.
- Online presence - At a minimum, your business needs to be on Google and social media. People are increasingly researching online before they buy, so make sure they can access your hours, information, and customer ratings. This is even more important during this pandemic. If you’re a restaurant, for example, your menu, hours, ratings, and service options need to be online. For shopping sites, include your delivery details. Give customers the opportunity to ask questions and have them answered. You must meet your buyers where they are, so put in the time to find out where is most convenient for your customers to ask questions.
Connecting to corporate culture
Undertaking a digital transformation isn’t just for big businesses. It has a bottom-line impact for small businesses, too. Just remember that companies that pair these changes with a clear strategy, employee training, and a culture of continuous improvement do far better than those who skip this step.
Read Also
Cheat sheet: Canadian government support for individuals during the pandemic
Canadians in all corners of the country have been partially or severely impacted by the COVID-19 pandemic. If you are trying to find out what resources are available to you to help you, here is a summary of resources from the Canadian government as of June 2, 2020.
Avoiding layoffs, rehiring employees & creating new jobs
Canada Emergency Wage Subsidy (CEWS) - The Canada Emergency Wage Subsidy (CEWS) supports employers that are hardest hit by the pandemic, and protect the jobs Canadians depend on. The subsidy generally covers 75% of an employee's wages – up to $847 per week - for employers of all sizes and across all sectors who have suffered a drop in gross revenues of at least 15% in March, and 30% in April and May. The program will be in place for a 12-week period, from March 15 to June 6, 2020.
Increased Canada Child Benefit - An extra $300 per child was delivered through the Canada Child Benefit (CCB) for 2019-20. This benefit was delivered as part of the scheduled CCB payment on May 20.
Extra time to file income tax returns - The due date for filing individual 2019 income tax returns has been deferred until June 1, 2020. Any new income tax balances due, or installments, are also being deferred until after August 31, 2020 without incurring interest or penalties.
Mortgage payment deferral - Homeowners facing financial hardship may be eligible for a mortgage payment deferral of up to six months. The deferral is an agreement between you and your lender. Typically, the agreement indicates that you and your lender have agreed to pause or suspend your mortgage payments for a certain amount of time. After the agreement ends, your mortgage payments return to normal and the deferred payments—including principal and accumulated interest–are added to the outstanding principal balance and subsequently repaid throughout the life of the mortgage. To know if you are eligible for a mortgage payment deferral or to learn what options are available, contact your lender.
Temporary 10% wage top-up for low-income essential workers - All provinces and territories have confirmed, or are in the process of confirming, plans to provide wage top-ups for essential workers. This government funding includes up to $3 billion in federal support to increase the wages of low-income essential workers. Each province or territory will determine which workers would be eligible for support, and how much support they will receive.
Special goods & services tax credit payment - A one-time special payment through the Goods and Services Tax credit for low and modest-income families. The average additional benefit will be close to $400 for single individuals and close to $600 for couples.
Extending the Work-Sharing program - The maximum duration of the Work-Sharing program has been extended from 38 weeks to 76 weeks for employers affected by COVID-19. This measure will provide income support to employees eligible for Employment Insurance who agree to reduce their normal working hours because of developments beyond the control of their employers.
There are also over a dozen support initiatives for students, recent graduates, seniors, and indigenous peoples. These can be found on the Canadian government website.
Blog
Ready to re-open: Best practices for restaurants
As the number of COVID-19 infections declines across Canada, provincial governments are beginning to implement phased reopening. This hopeful step has restaurants across the nation beginning to prepare, be it mentally or physically. Given that this is new territory for everyone, what should the preparations entail? Read on for the best practices you should follow to ensure everyone’s health and safety as you reopen your restaurant.
1. Document a reopening plan and train your staff
A safe and seamless re-opening depends on communicating and implementing the very best safety measures across your entire operation. Lessening restrictions depends on tightening precautions and that will require the participation of all management and staff. Don’t leave things to chance. Even “obvious” measures might be overlooked in the chaos of a relaunch. Write down your plan in detail, including all safety precautions, and communicate your expectations to everyone in your organization. Revise and brief your staff as required.
- Write down your plan
- Train all staff on safety measures
- Revise and re-train as necessary
2. Make a physical distancing clear and easy
If you had an incorrect idea of what six feet (or two metres) was before COVID-19, you’re not alone. People don’t typically measure their personal space this way and it can be hard to gauge distance on-the-fly. Before you welcome customers back into your restaurant, use tape to mark six-foot intervals on your floor and indicate the flow of traffic with arrows. If possible, move furniture like booths or table apart and install physical barriers or close off those areas that are too close together. Post signage at the door and inside reminding people of physical distancing requirements and restrict the number of people allowed inside at once.
- Post signs
- Mark floors and traffic flow
- Move or block off seating areas
Most kitchens are fairly tight quarters to begin with. Minimize physical interaction by setting up staggered task stations as possibly creating additional shifts to reduce the need for so many people in the kitchen at one time. Mark intervals on the floor as a reminder, and make sure customers and delivery drivers are kept separate from the cooking areas.
- Mark floors
- Create staggered stations
- Restrict access
3. Go minimalist
Once customers return, there are a few adjustments you can make to enhance safety. If possible, prop open exterior doors for fresh air and interior doors to reduce surfaces that require touch. Remove menus, flowers, condiments, and cutlery from the tables and instead provide them once customers are seated. Use technology for remote ordering and table selection, and reduce person-to-person contact with electronic payment.
- Prop open doors
- Remove table-top items and provide on an as-needed basis
- Use technology
4. Keep it clean
Those in the restaurant business should already be familiar with sanitation protocols but during COVID-19 these protections will have to be intensified. Here’s a step-by-step checklist that should help you establish and maintain a spotless restaurant.
- Do a deep and complete clean of the entire establishment prior to re-opening
- Clean the credit card machines, cash register, headsets, or other shared equipment
- Establish and record an updated cleaning schedule especially for high-traffic areas like the washrooms, counters, and door handles
- Clean tables between every seating
- Remove and sanitize condiment containers, menus, or other tabletop items between customers
- Make hand sanitizer available at the door, on tables, and at the cash
- Use only approved disinfectants
5. Health and hygiene
Alongside the signs about physical distancing, post a notice explaining that customers showing signs of COVID-19 (fever, runny nose, or cough) may be refused entry to your establishment.
Your employees will need to maintain extremely high health and hygiene standards. These best practices will help your day-to-day operations:
- Stagger start times
- Implement health check screening at the start of every shift and send sick employees home
- Fully train all staff on how and when to wash hands, how to maintain physical distancing, and to avoid touching their faces
- Provide lockers or sealed bags for personal items
- Provide PPE and gloves when applicable
- Make hand sanitizer available at the door, on tables, and at the cash
- Establish a point person for every shift to ensure all protocols are being followed
Restaurants and other businesses across Canada are starting the slow process of re-opening. Check this Restaurants Canada Reopening Tracker to determine the rules for your region and then proceed following these best practices for a successful and safe transition.
Management