The year 2020 has been a true test of human resilience – and in particular for working parents with children unable to go to school due to the pandemic. In that sense, COVID-19 has put the acute work-life challenge that caused me to found Kango, into the mainstream spotlight. Though our business – primarily the safe transportation of children – has been heavily affected by stay-at-home orders and the halt of in-person instruction, we have also learned many valuable lessons. The pandemic has both required and enabled us to trust each other, on a whole new level. This year’s lessons have brought us closer as a team, and closer to our customers and drivers, than ever before. For us they are a strong foundation for the new year ahead.
What have we learned?
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Leading by example is even more important in the face of adversity. Chart a clear course ahead, quickly. Over communicate. Stay calm, support your team, and they will rise to the occasion and perform, perhaps better than ever before. Be accessible to anyone who needs reassurance. 
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Operating during the pandemic has felt like going back in time by a few years, to an earlier, more unpredictable stage in the lifecycle of the company. When the need for rides plummeted, we had to re-survey our customers and drivers to find out their needs. This was a great opportunity to discover new ways – pivots - in which to help parents. New types of services were born out of this effort, that we never expected to provide nor to charge for : grocery delivery, online tutoring, virtual art projects – even picking up someone’s Thanksgiving dinner! 
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Throughout the COVID-19 period, our pivots provided incremental revenue and earning opportunities for our drivers. However, we made the executive decision to remain centered on what we do best – safe rides for kids. By limiting the time and marketing effort we put into our experimental pivots, we saved money, preserved our core service and avoided confusing our customers.
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The pandemic has been isolating for so many. Show employees and customers that you care about them. Organize more All Hands where people can ask any question that is on their mind. Find new opportunities for team members to connect with each other, whether it is finding new, safe ways to socialize online during a virtual happy hour, or sharing hobbies and interests in a special slack channel. 
What lies ahead in 2021?
Going into next year, I can see that continued unpredictability will persist for awhile, at least through the first six months, probably longer.
Strengthened by our resilience in 2020, I can see at least 3 key guiding principles that will be supremely important going forward :
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While recognizing that activity in early 2021 will be below normal, and will still fluctuate, believe in an eventual return to normal life and business operations - and build that into your plans. You want to be ready for growth when it happens! 
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Build flexibility into your plans, so that you can change them as easily as possible. Avoid long term commitments, or renegotiate them. Make contingency plans, and use a range for forecasts. Be conservative yet nimble.
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Don’t lose faith in yourself, nor in your company’s mission due to COVID-19! You can reevaluate if there is a permanent, structural change in customer behavior which removes the problem your business solves. Otherwise, stay the course, and don’t give up!

WRITTEN BY

Sara Schaer