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STEPHANIE ORNELAS | EDITOR | SURFACE & PANEL MAGAZINE SORNELAS@525MEDIAGROUP.COM | 714-486-2735
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A Little More Help
“During this time of uncertainty, companies are finding ways—modern and traditional—to let their customers know that they’re still here, ready to serve.”
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I was at the grocery store last week when I noticed a man get off the bus and make his way toward the entrance. He had a lot of bags with him, his clothes were tattered, and he wasn’t wearing a mask. I immediately noticed the look on everyone’s face around him. They seemed alarmed. The store manager kindly asked him to wear a face covering before entering. When the man said he did not have one in a distraught tone, the manager went over and got him one. Still, the man appeared to be upset and stressed. I could tell that the manager was altogether concerned for this man as well as his customers who started to look on. I then noticed him pull the gentleman aside. They exchanged a few words and he began to help him get some items around the store. After walking him to the register and checking him out, he bagged his groceries and walked him outside. But before he did that, he made a phone call. When I left the store, I saw the manager standing outside with that same man and the two were talking. As I returned my cart, a white van that said “Mercy House” pulled up to the front of the store. The gentleman got into the van and said, “Thanks again, man.” And the manager simply replied, “Good luck, brother.” Before I walked back to my car, I told the manager, “You know, you handled that really well.” To which he replied, “Some customers just need a little more help than others.” I thought that was so interesting and a good lesson. Throughout the issue, you’ll read stories about companies that are bending over backwards to be there for their customers during this unpredictable time, thinking outside the box, offering monthly purchase plans, and alternative ways to stay in contact. The Woodworking Industry’s Plan B, which starts on page 31, is a special section Surface & Panel put together as a way to keep our audience connected with each other and let their customers know about their products and services that are hitting the market. Included is in an article about having better conversations with your customers during times of crisis, because now more than ever, what people are craving is a good, positive conversation with someone who’s passionate about the industry. “I have customers who are simply more stressed about the pandemic than others,” said interior designer Samantha Wright. “And that’s okay. It’s part of my job to be there for them and make them feel comfortable. No one really knows what the future holds. So you have to be compassionate right now,” she added. During this time of uncertainty, companies are finding ways—modern and traditional—to let their customers know that, despite recent event cancellations, they’re still here, ready to serve. Every customer is unique with different needs. While some may be handling the pandemic with ease, others may need a little more reassurance. And how we treat our customers during times of struggle tells a lot about how we run our businesses. May we all continue to find unique ways to keep the industry connected so when the pandemic is finally behind us, we’ll be stronger than ever before. Stephanie Ornelas, Editor
