As retail makes a strong return to normality with customers now able to visit in store for sales and service, we reflected on our conversation with Clare Wright, Group HR Director at Jardine Motors Group following the first UK lockdown.
It is surreal to look back to where the world was last year. There was no way to anticipate the length or frequency of these hard lockdowns and retail closures, but as we leave behind what is hopefully the UK’s final lockdown, it has been impressive to see the resilience and adaptability of the retail sector.
Jardine Motors Group were one of many retailers who responded quickly to the disruption caused by the pandemic and who took the constantly changing rules in stride as they closed and then reopened their businesses.
Strong and forward-thinking leadership is needed during this time, and Clare kept the organisation’s priorities in focus as she navigated this crisis management. Staying true to the business’ established culture and its Inclusion principles, the company’s first concern was to be completely transparent in its communications to furloughed and non-furloughed staff.
Clare said: “Although we had to make tough decisions, we tried to do it with integrity,” says Clare. “Things like offering outplacement support to people were really important.
“Throughout that time, people could always reach out to us if they had any concerns or questions, whether furloughed or not.”
Among Clare’s key learnings from the entire pandemic experience is people’s ability to get things done quickly and adapt to a new, agile way of working – but also that things can always go wrong. She feels that building resilience in teams and individuals is now more important than ever.
Clare said: “Our general managers and heads of business have had so much thrown at them such as reopening with very stringent COVID-safe ways of working.
“The heads of business have really benefited from the mental wellbeing and resilience training they have done before, but we’re now doing another round of it because there’s a different dimension to it now on the back of COVID and it’s really important that we maintain the open lines of communication.
“With so much volatility and unpredictability now, it’s made us look at our people strategy and examine what we now need to do differently, aligned with the world we now live in.”
Clare’s learnings in the importance of resilience and clear communication are as relevant now as they were last year and, similarly, to Jardine Motors Group, many dealers have used the lockdown pause to their strategic advantage, focusing on their people and looking ahead to the future of automotive retail.
It is incredibly positive to see retail make its return and though there are undoubtedly challenges ahead, the sector has proven to be nothing but adaptable and resilient.
You can read the full interview with Clare Wright from Jardine Motors Group here, in our publication 2020: The year that changed everything, our diversity and inclusion leaders in automotive and mobility.
To find out more about Jardine Motors Group, please visit: www.jardinemotors.co.uk
