Page 27 - Mobility Management, October/November 2020
P. 27

Essential business was not a prominent phrase untilthe
COV|D—i9 pandemic struck. Being officially classified as
essential, fortunately, allowed key businesses to
continue to function and serve customers when much of
the world went into quarantine and lockdown. But for
all of us who serve customers with mobility»related
disabilities, being essential is far more than just being
able to continue to conduct business. We are in fact
essentialin an incredibly meaningfulway. Our customers
rely on us for mobility, health, and as an aide to their
personal independence. Many of our customers fall into
other high—risk health categories and needed us to be
even more attentive to their specific needs and unique
  circumstances during the pandemic. Being “truly
essential" to our customers, and faced
with significant new challenges, our
industry and our people had to quickly
Being “Tru  Essential” respond in innovative ways and with a
higher level of intensity and purpose.
to our Customers
Instantly, the manner in which we interact with
customers needed to change. Personal Protective
Equipment (PPE) became an even more critical part of
our daily routines. As healthcare workers shifted their
focus and triaged their priorities, seating clinic closures
or significantly reduced capacity necessitated new
approaches to working with ourtherapist partners.
We all had to quickly innovate different ways to serve
3 customers despite the obstacles that a series of ongoing
,,,,,,,,,,,,,,,,,,,,,_"H" ,,,, crisesbroughtfortnwhilethisistrueformany
: businesses, all of us in our industry have become acutely
: aware of how even more essentialweareto our
I : customers‘ health, mobility and independence
O T 5 during a pandemic.
Z ° . . .
K V : Our newenvironment requires allofus to rethink our
: efforts and focus on the products and services we
0 O I: : provide and how quickly and effectively we can provide
: them. And this type of disruption and change does not
\ ' I : come easy. The use of new technologies, protocols and
' : processes brings resistance from some, trepidation from

:---- -----0--H-H others,andisataminimum disruptivetothe norm.

: 0 Given all ofthe different people involved; from

: suppliers, to providers, to clinicians, to the customers

: " O themselves, it requires working tirelessly across one's

: sphere of influence to drive widespread adoption of

: necessary change. Within any type of crisis, the response

:   © is critical. Given our customers‘ dependency on us, the

- stakes are even higher, so stepping up and facing into the

E challenge isthe only option.


= II

E 3



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