Adapting to COVID-19
Reiko Piekarski, Katherine Segposyan | Director of Coffee Programs, Product Specialist | Fortuna Enterprises, LLC
When it comes to implementing new
protocols and revisiting old ones, it is important for owners, managers, and
baristas to work together in order to continue forward momentum. The coffee
industry has evolved so much over the years and has made some impressive
progress in a relatively short period of time. For this reason, it is important to
remain flexible during these times of uncertainty. The notion of returning to
“normal” seems to be next to impossible at this point but there are some
beacons of hope in the uncertain waters we continue to traverse. So, how can the
cafe environment adapt?
Evaluate the Risks
It goes without question in the midst of a pandemic navigating the risks surrounding potential exposure is like playing “the floor is lava”. Evaluating risk within the business will help protect staff and customers. Walk through the space to identify both direct and indirect contact areas like face-to-face interaction points and shared touchable surfaces. Ask staff for input as they are the most exposed members of the front line, facing the challenges on a regular basis. They may have valuable insight on how to work around the obstacles in order to stay protected. There are four potential transfer vectors in the cafe setting to consider: barista to barista, barista to customer, customer to barista, and customer to customer. Remember, if baristas are sick, drinks cannot be prepared safely. Top priority rests in focusing on the health and safety of employees. This also means zeroing in on areas where potential transmission from customers to staff could occur. The most challenging aspect to manage in these scenarios is going to be interactions between customers.
Prepare an Action Plan
Once risks are addressed, safeguards for everyone can begin to take form. One of the most common implementations involves providing personal protective equipment like masks and gloves to staff. There are often times when spatial distancing in the cafe environment is just not possible, so the implementation of masks will help keep staff protected from each other. Some of the first actions cafes across the board implemented involved removing self-service stations and banning personal reusable cups. When the reality of the situation really took form, additional measures of installing physical barriers between staff and customers were considered. Implementing online ordering systems, in efforts to minimize face to face contact, scrambled into play. Many have converted spaces to curbside service only or drive-thrus and completely closed off their indoor spaces. One of the most effective systems observed is scheduling groups of staff together to keep closed circles of contact. In the event of exposure or a confirmed positive case, the exposed group can be isolated and another group is ready in the wings to clean, disinfect, and reopen the operations. There are many physical ways a coffee business can help safeguard both staff and customers. However, take advantage of this time to focus on making sure these new actions are following through.
Revisit, Retrain, Reinforce
Once a plan has been established, the focus can go to retraining staff. Take time to ensure these new or improved
practices are consistently and effectively applied. This will also be a good
time to revisit everyday service practices like proper hand-washing, cleaning, and sanitation routines. Encourage efficiency in operations to minimize
contact. A very common operational evolution adopted by many cafes involves preparing
batched iced lattes, cold brew coffee growlers, or even large bags of retail
coffee for customers to take home and enjoy. Consider cross-training employees
so they are confident in any part of the functioning business. This will be
especially helpful when scheduling fewer members in the closed groups as
mentioned above. Empowering staff to take on more ownership of the shifts will
help boost morale as well. Training does not just stop with the employees as
the customers need to learn these adapted routines as well. Customer service
does not go out the window just because the business has reformatted to a
contactless operation. Make sure there is plenty of communication between
staff and the community.
Communication and Visibility
New implementation of protocols
should be in a written format and accessible to all employees. This will aid in
reinforcing these new practices in the months ahead. Many cafe owners have even
taken the extra step in communicating those measures to customers. This is
important as it not only reassures the community that the staff is taking the
appropriate measures to keep everyone safe but it also keeps the business visible.
Have clear and consistent signage on the premises and make sure everyone is
following through with what is being communicated. Staff must feel confident
redirecting customers in a polite and constructive manner. During socially
distant times it is key to have intentional communication using the various
social platforms to continue customer engagement. Regularly post so customers
have reminders of how and what the business is doing to keep everyone safe.
Customers appreciate this and will continue to feel like they are being taken
care of. It is important to note here to be prepared for the worst case
scenario and how to inform the public if a case is confirmed in the
establishment. This honesty and sincerity in communication will only nurture
the business relationship with the community even during these times of limited
in-person social interactions.
As a coffee community, we have always been focused on ways to promote environmental sustainability; as it is crucial to preserving the future of the coffee industry. It is clear that work-from-home and self-quarantine efforts have led to some positive impact on the global climate crisis. However, a desire to return to our previous way of life poses a threat not only to our health and safety, but also to the environment. Because of the pandemic, single-use products, which we have been trying to shy away from for the environment’s sake, have found their spotlight again. It may give baristas more peace of mind to pass off a single-use cup rather than accept a reusable one past the threshold of control; potentially contaminating the spaces they work so diligently to keep clean. So we pick the immediate lesser of two evils, but the issues that drove us towards reusable mugs are still real. With Eco-friendly products so readily and affordably available, there’s hardly a reason not to use them. Options such as recyclable plastics and papers, cups made from recycled materials, and a plethora of compostable products mean that being mindful of disposable use has never been easier. Sustainability is no less important as we trudge through the pandemic, so why not opt for a bagasse or PLA option for disposable items? Customers will appreciate your dedication to both their health and safety and environmental solutions and you can rest easier knowing that you’re doing your part.
With so much keeping us up at night
these days, it is easy to forget the silver lining through all of this. Cafe
culture has always been a social common ground and for many, it is a ritual
worked into the everyday routine. No matter how much cafe operations have had
to adapt and change, the customers really appreciate the glimmer of normalcy
they experience just going out to get their cup of coffee. Remember to take a
step back, breathe, and don’t give stress the opportunity to cloud judgment.
When in doubt, don’t be afraid to ask fellow local businesses how they are
adjusting. We are all facing the challenges of the pandemic together, after all.
Follow credible information to make well-informed decisions and communicate
changes to staff and customers regularly. Coffee is a conduit for how we
connect to each other and right now we all just have to get a little creative
with how to manage in this new world and keep it going for many years to
come.
See some examples of how some businesses are adapting and communicating with their customers using their various social platforms with the included links below.
We Turned
Into a Walk Up Window Cafe
Wrecking Ball Coffee Instagram
Gray Squirrel Coffee Instagram
https://sprudge.com/from-gainesville-to-miami-florida-cafes-adapt-to-covid-19-167677.html
Fortuna Enterprises - 20 Years of Seed to Success!
Established in 2000, Fortuna Enterprises is the consummate leader in providing complete and comprehensive solutions for all of your coffee shop needs. Located in Greensboro, NC, Fortuna excels in unparalleled customer service by offering specialty roasted small-batch coffee, a fully stocked warehouse, imports, design, equipment repair, consulting, barista training, and more!
We are compelled to be the unsurpassed authority for all coffee shop requirements. We use this drive to continue our extensive research in carefully selecting only the highest quality coffees, equipment, syrups and other coffee shop necessities. Our products have a proven record of premium industry performance and unmatched reliability. We buy large quantities from our suppliers so we are in turn able to negotiate extremely competitive pricing for our customers.
We look forward to hearing from you about how we can take you from concept to completion!
