Just as 9/11 changed security, the Coronavirus will likely change our industry for good
Many have speculated what the post COVID-19 era will look like and while there are many variables, one thing is for sure – the facilities services industry will be forever changed.
To understand how a monumental event like the current pandemic will shape the facility services industry, it’s helpful to look at what happened to another industry—and indeed, the effect on the nation’s health overall—in the wake of a traumatic occurrence.
The most relevant parallel would be to look back at how the terrorist attacks of September 11th, 2001 created a permanent shift in the security field, because I believe there are likely several similarities that give us a glimpse of what’s ahead.
Behind-the-Scenes Work Becomes Visible
Before 9/11, security at airports was largely invisible. Passenger security checkpoints were expeditious, except for weight limits, baggage restrictions were minimal and non-invasive. Identification checks were not always mandatory, at times you simply handed your ticket to the gate agent and walked on board. The airport was so open, you could meet visitors right at the gate.
The attacks highlighted how porous this system was in terms of security and control. Similarly, the current pandemic is demonstrating the importance of a workforce that has been mainly “out of sight, out of mind.” People working in offices, going to college, attending a concert, or shopping in a mall didn’t give much thought, if any, to cleanliness or disinfection. Likely, the only time most people thought about cleaning was if a space was dirty.
Now, the level of cleanliness and disinfection is top of mind for everyone, because of its critical role in reducing the risk of virus transmission. Not only are these procedures under scrutiny, but so are the hygiene and practices of the people working to ensure that spaces are clean and well maintained.
After all, before the virus began spreading, did people really think that much about grabbing a door handle and then rubbing their eyes? Or about the quality of the air they might be breathing inside a building? With issues like this now at the forefront of this battle on COVID-19, the work of facility services is more visible than ever.
Expertise Becomes a Top Priority
After the shock of 9/11, there was a rush to put security controls into place everywhere—not just in airports, but in other buildings that suddenly seemed all too vulnerable. Safety became paramount in a way it simply hadn’t been before. For that to happen, organizations of all types turned to experts who had decades of experience in creating security plans as they overhauled their standard operating procedures.
The same shift is already happening within the facilities services space and will likely become even more pervasive. As a leadership team, those of us at UG2 operate on the understanding that hope is not a strategy. It is in knowledge, innovation, communication and courage of conviction that we find the tools to navigate what lies ahead.
I am constantly amazed at the breadth of insight at UG2 at every level—this is what allows us to be proactive and preventative now, instead of merely reactive. Being able to look ahead at what’s needed in the next year, not just when buildings begin to re-open, requires experience and intelligence. Having that already in place will propel us, as an industry, to greater prominence.
Community Becomes Invaluable
Although there is ongoing political polarization, fortunately, there is also a sense of unity. Much like 9/11 created a shared sense of tragedy that led to more momentum to keep ourselves, our families, and our workplaces safe, COVID-19 has the capacity to give us a cohesive purpose as well.
Of course, the pandemic is heartbreaking—the loss of life, the mental health challenges, and the uncertainty about what’s ahead all weigh heavily on us right now. Hopefully, the biggest shift of all will be a renewed focus on joining together to support our communities.
Looking Ahead
Decades of experience teaches us that we still haven’t seen everything. These times, and the degree of economic impact and the speed with which it took hold, predate our leadership’s tenure in the industry. In fact, this harkens back to the Great Depression.
What we do know is that we need to be nimble and flexible to adjust to what becomes the new normal and truly act as an extension of our clients in order to service their customers superbly and professionally.
We need to be the firm that people reflect on as a “true partner” when things get tough.
While we think we understand many or most of the critical aspects of what’s ahead, we will encounter some unexpected surprises and we need to respond methodically, resourcefully, and expeditiously.
Times like this, while heartbreaking and gut-wrenching in many respects, also illuminates many positive things, like the selflessness and commitment that our people have exhibited. When confronted with adversity, many individuals or organizations freeze or buckle under the stress and pressure. Our organization and people have done exactly the opposite. We have kicked into a higher gear than I thought possible. The teamwork, camaraderie, positive approach and mindset has been truly inspiring and wonderful to witness.
Assembling our entire leadership twice weekly to get updates from all perspectives, garner and address everyone’s issues and concerns, and those of our clients has been informative and extremely beneficial.
The inspiration for developing and constantly improving our UG2 ReNew Cleaning4Health and Engineering4Health platforms and programs is evidence of the “higher gear” we are shifting into.
As we navigate through this toward the future, my hope is that we remember—as an industry but also as individuals—that we’re in this together. That’s how we’ll get through it and come out on the other side of this stronger.