I think the entire retail community would agree with me when I say that we’ve simply never experienced anything like the current situation before.
When I think about the last few weeks, my general observations usually fall into one of two areas – operational and people.
There’s no doubt the operational challenges that retailers have faced have been vast – we’re quite simply operating in an environment that we’ve never had to. But we’re a resilient bunch, and while we’ve had to work out how to conquer a myriad of trading challenges, there’s no doubt that the people challenge is the one that many retailers have spent the most time trying to work through – and rightly so.
At Pets at Home, we have an established set of values and behaviours, and I think that as an organisation we do a great job, day in, day out, of living them. But what does any of that mean when a global pandemic happens?
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