In my lifetime we have never experienced anything like the Covid pandemic. In the last few months, we have seen seismic changes in the way that both consumers shop and we, as retailers, work.

It is easy to criticise the government for mistakes that have clearly been made, but that is all too simplistic and a benefit of hindsight for what has been, and still is, a unique and extremely difficult situation.

To take one aspect that has affected retail, in my view, there has been too much caution on certain aspects of safety.

Consumers have been spooked into avoiding the major urban centres, which are also suffering from the absence of office workers and tourists. 

Concerns over travelling on public transport and social distancing have had a dramatic effect on footfall.

“I’ve never known the West End to be so quiet. The energy has gone”

At this moment there is no need for people to worry about travelling on public transport because carriages on both the Overground and Underground in London are almost empty. 

When you arrive, the major shopping streets are almost deserted. I’ve never known the West End of London to be so quiet. The energy has gone.

Most retailers have made a huge effort to organise the flow of customers inside and outside stores and ensure both sanitiser and masks are freely available.

The general level of customer service and interaction is the best I have experienced in a very long time.

“Shopping isn’t just about buying stuff. We also go to watch everyone else – what they are wearing, who they are with”

In the few weeks before retail catering outlets were allowed to reopen, it was intriguing to see how vital coffee shops, bars, restaurants, etc, have become to the overall retail shopping experience.

Without them, places are flat; nowhere to pause and gossip. Shopping isn’t just about buying stuff. We also go to watch everyone else – what they are wearing, who they are with.

The large urban centres will eventually recover as the major retail chains continue to focus on fewer stores with the aim of improving the shopping experience.

However, it may take many years for trading to return to pre-Covid levels, due to the switch to online and general economic recession. 

Since reopening, local retail centres have generally been less affected by Covid than the big urban centres, as consumers are relatively more confident about their personal safety in these environments. 

Permanent reductions in rents and rates may well help a number of these locations to a degree, but will not protect the mortally wounded from their fate. Nor should it, as there are numerous centres and high streets in need of either major rejuvenation or complete reinvention.

“We are animals. Except for the most introverted among us, we are designed to be with one another and in groups”

The pandemic has also forced changes in the way we work. Working from home and using Zoom or Microsoft Teams is currently the new norm. In my view, this change should be temporary. 

We are animals. Except for the most introverted among us, we are designed to be with one another and in groups.

The shift towards working alone at home is OK to a point, but you are in danger of missing out on the nuance of conversations that create culture, innovation and team spirit, for example. 

A Zoom call can help get some stuff done, but the person who speaks loudest and first can dominate the meeting. The individual who is quietest often has apposite comments, but can find themselves being ignored on a screen. For new people joining an organisation or group, virtual meetings are a poor introduction.

Finally, I miss the social aspect of our industry. Retail is fiercely competitive, but the people in it are generally outgoing and personable.

The business/social functions within the industry are an important way of learning what other businesses are doing and helping us grow our network. 

It makes the work bit fun – and that is something there has been too little of lately.