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How an NH business prepared for and recovered from the pandemic

The NH Business: Managing a Business in a Pandemic: “How an NH Business Got It Right”



>> WELCOME TO NEW HAMPSHIRE BUSINESS. HOW MANY HAVE BEEN PREPARED IN WFP TO SURVIVE? WELL, THERE IS A NUMBER. AND YOU WILL BE SURPRISED. THIS IS BY GARDNER RESEARCH GRPOUHA TT DID A NATIONAL SURVEY AND HERE IS THE NUMBER. 12% OF 1500 RESPONDENTS BELIEVE THEY ARE PREPARED FOR CORONAVIRUS. AND A QUOTE FROM A NEW HAMPSHIRE COMPANY IN A JUST OUTMENTS BOOK EVEN THOUGH WE ALREADY DEVELOPED A PLAN TO RESPOND TO A PANDEMIC, WE DID NOT IMMEDIATELY RECOGNIZE THE SEVERITY OF THE CRISIS WE FACED AND NEED TO PLAY TO REDEEM. AND OF COURSE OTON SAID AND HAD, QUOTE, THEY WERE ABLE TO GET BACK ON TRACK AND THE PURPOSE OF THIS INTERVIEW IS TO FIND OUT HOW HE DID THAT. ANDHA TT BUSINESS IS THE NORTHEAST DELTA TEN WITH 184 EMPLOYEES AND 6% OF THEM WORK REMOTE NOW AND NEVE HAS 965,000 SUBSCRIBERS IN NEW HAMPSHIRE, VERMONT AND MAINE, AND HERE IS THE BOOK I JUST MENTIONED , PREPARE THE CRISIS PLAN TO SURVIVE, AND THE STORY INSIDE OF HOW A COMPANY DID IT RIGHT. AND THIS AUTHOR IS THE PRESIDENT AND CHIEF EXECUTIVE OFFICER OF NORTHEAST DELTA DENTAL. WELCOME, TOM. >> THANK YOU, FRED. WELCOME TO YOU, I ALWAYS ENJOY YOUR SHOW. >> GOOD, I’M HAPPY YOU’RE CHATTING AND WE HAVE A GOOD HEARING. TOM, YOU SAY IN THE BOOK YOU NEED TO PLAY CATCH UP AND YOU HAVE DONE IT WELL ONCE YOU UNDERSTAND THE SERIOUSNESS OF ROCONAVIRUS. WHAT DID YOU DO TO REMEMBER? AND HOW DID YOU DO IT RIGHT? >> OF COURSE, SO WE HAVE ACTUALLY PLANNED FOR A PANDEMIC, IN REALITY FOR 10 YEARS, BUT WHAT WE HAVE NOT RECOGNIZED IS THE SERIOUSNESS OF ATWHHE TY THEN CALLED THE CORONAVIRUS. ON MARCH 8, 2020, I WAS TO A BASKETBALL GAME IN BOSTON GARDENS TO SEE 18,000 PEOPLE SHARE POPCORN. WE HAVE NOT SEEN THE SERIOUS BEFORE 16 MCHAR. IT WAS EASY TO PLAY CATCH ONE WE HAVE PLANNED FOR 10 YEARS AND PURCHASED SURGICAL STEPS AND CONSIDERING TELEPHONE SYSTEMS SO SERVICE REPRESENTATIVES CAN TAKE CALLS FROM HOME AND WE HAVE PLANNED FOR IT AND BUILT RESERVES AND ENDED UP GIVING TO THE LATERN O COMMUNITY AS WE NEED. >> HAVE YOU CHANGED THE WAY YOU DO BUSINESS TO BE FLEXIBLE AS CORONAVIRUS CONTINUES? >> ABSOLUTELY. THE FIRST THING WE DID, W GEOT OUR EMPLOYEES IN SECURITY, SO THE WEEK OF MARCH 16, ERYVEBODY MOVED HOME AND A FEW OF US, TO THE MAIL ROOM AND ENTER. AND EVERYONE IS SETTING UP AT HOME. Right from the start, people were dying to get back to the office and now, after two years, they love working from home. THEY HAVE THE BEST TECHNOLOGY AT HOME AND WE STAY CONNECTED TO MONTHLY VIRTUAL MEETINGS OF ALL COLLEAGUES VIA ZOOM AND EVERY DAY I EMAIL OUR EMPLOYEES. AND WE HAVE CHANGED OUR WAY OF DOING BUSINESS AND DIGITAL ENGAGEMENT WITH OUR CUSTOMERS IN ADDITION TO HAVING THE HUMAN TOUCH. WE ARE IN REALITY MORE EFFICIENT. WE ARE ACTUALLYN I2021, ANSWERED ALL OUR CALLS IN LESS THAN 30 SECONDS WITH A HUMAN START, BETTER THAN EVER. >> HOW DO YOU DEAL WITH THE MASK PROBLEM? . THE MASK ISSUE, IF YOU ARE VACCINATED ADD THAT YOU COME TO CAMPUS, YOU DO NOT HAVE TO WEAR A MASK. IF YOU ARE NOT VACCINATED AND WE DO NOT REQUIRE THAT YOU ARE VACCINATED TBEO, YOU WEAR A MASK. OF COURSE, MOST OF OUR EMPLOYEES WORK FROM HOME SO, INDEED, IT’S A LITTLE MOOT POINT. >> WITH RETURN, IF YOU HAVE TO DO SOMETHING DIFFERENT BEFORE THE TBEO PANDEMIC READY FOR IT, WHAT WOULD YOU DO? >> ONE THING I LIST AND PAY ATTENTION TO SIGNS. BILL GATES AND WARREN BUFFETT SAY IT’S EASY TO SEE TRENDS IN THE MIRROR. WEAD H BOARD MEMBERS WHO SAID GEEZ SHOULD WE DO AS A BOARD? WE HAD REGULAR BOARD MEETINGS, ON MARCH 12 AND INCLUDING DINNERS AT THE MEETING, BOARD MEMBERS SAID GEE, WE SHOULD WATCH CORONAVIRUS AND IT WAS NOT SO SERIOUS IN MY MIND UNTIL NEXT MONDAY THE DENTAL ASSOCIATION HAS SAID YOU CANNOT GO TO ETH DENTIST EXCEPT IN AN EMERGENCY. >> TOM, YOU ARE A BIG COMPANY AT LEAST BY NEW HAMPSHIRE STANDARDS. AND THIS APPLIES TO SMALL BUSINESSES TOO. >> ABSOLUTELY. IET G THIS ISSUE A LOT. YOU CAN SPEND A MILLION DOLLARS ON A PHONE SYSTEM. WHAT ME? I HAVE FIVE EMPLOYEES. >>THIS IS A MANUAL AND AT THE BACK OF THE BOOK SPECIFICALLY PROVIDES GUIDELINES FOR SMALL EMPLOYERS HOW TO MANAGE YOUR BUSINESS EFFECTIVELY DURING THE PANDEMIC AND ALSO PREPARE FOR THE NEXT CRISIS, WHICH BY THE Y,WA COULD BE A ANOTHER PANDEMIC FOR CYBER-SECURITY. >> TOM, CONGRATULATIONS ON THE BOOK I HAVE STILL HANDED. PREPARE FOR CRISIS, PLAN TO PROSPER AND SURVIVE. THE INSIDE STORY OF HOW ONE COMPANY DID IT RIGHT AND TOM SAYS IT’S DTAEL DENTAL. THANK YOU FOR BEING A GUEST, TOM. IF YOU MISSED ANY PART OF THIS TOM OF NORTHEAST DELTA DENTAL BRIEFING, GO TO WMUR.C

The NH Business: Managing a Business in a Pandemic: “How an NH Business Got It Right”

Fred Kocher sits down with Northeast Delta Dental CEO Tom Raffio to discuss the company’s pandemic plan and how it was able to get back on track.

Fred Kocher sits down with Northeast Delta Dental CEO Tom Raffio to discuss the company’s pandemic plan and how it was able to get back on track.