The Business of Crisis

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Marin has always had a hard time finding employees, long before COVID.
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On a recent Saturday, I was out and about with a friend, running errands. One of these took us to an Xfinity store where my pal hoped to learn more about his monthly bill, which appeared to be the size of a small country’s debt service.

Friends are the family you choose, their errands, however, are not your choice. We entered the store fully masked with joy in our hearts and hopes for a better tomorrow. A woman armed with a laptop greeted us, asking why we were there. My friend explained his issue, she took his name and promised he would soon receive assistance.

Soon is relative, and that’s part of the tale. Eventually, he and a customer care consultant huddled as I watched a football game. I was not far from the laptop lady when a gentleman entered the store and she inquired why he was visiting the land of Xfinity. He said he wished to pay his bill.

She pointed to a corner of the store, saying the kiosks stationed there could take care of him. He replied he intended to settle his tab with real money.

The plot thickened. He reached into his pocket and pulled out some cash, a $100 bill on top and it’s possible the Franklin had brothers in the stack. The woman looked confused and said the store didn’t have any cash for change.

He gave his head a small shake and said, “Well, I guess you aren’t getting paid then,” and departed.

He wasn’t loud nor confrontational, and I don’t know if anybody even noticed besides me, a nosy reporter. She saw me looking and asked, “Do you believe him?” She was incredulous and appeared to be looking for emotional support. Having lived in Marin for many years, I understood the concept of being there, demonstrating sensitivity and empathy.

But all I had was this, “The No. 1 rule of business is to make it easy for your customers to pay you.”

A little snarky perhaps, but also true. She was unhappy and asked if I had heard of COVID, eluding to the nationwide shortage of cash. I pointed to my mask, saying I had heard something about it.

My purpose for recounting this story is not to hammer Xfinity, that’s low-hanging fruit, but still fun. Rather, I think it shows a couple of real issues facing businesses these days, as well as a larger idea. The fact that my friend and I waited a while illustrates the shortage of workers facing almost all businesses. Marin has always had a hard time finding employees, long before COVID. But the pandemic made a chronic problem worse. At this writing, the Marin County unemployment rate sits at 2.7%, the lowest in the state.

Employees and employers are living in different environments. Employees must weigh jobs based on many factors, including their health and risk of infection, compensation in a marketplace light on job candidates giving them greater leverage, and quality or availability of benefits.

Employers have to deal with what seems like a constant change in regulations, shifting consumer needs and wants, and economy in adjustment, shrinking leverage with staff and their own supply of resources to navigate the market.

The business world is cursed with jargon that “gains traction,” “drills down” even as “goalposts are moved.” So, supply chain woes have become an unwelcome part of our daily vocabulary. And of course, the U.S. dollar has become part of the ongoing supply chain tale.

Retailers have been hit hard as products don’t arrive and customers are faced with skimpy shelves. In turn, some consumers have gone online for items they would have picked up in person. And some of those customers are finding delivery is delayed, or the product price has risen as the old economic law of supply and demand is enforced with a firm hand.

Ironically, some retailers who complained of online competitors stealing business have shifted resources to give their business a better shot at competing.

In the end, business owners, staff and customers are all struggling to navigate new waters. In the best tradition of Marin’s new age philosophy, we are all truly in this stew together, and we have to do our best to understand the other person’s issues.

Kumbaya, baby.

Your Marin Moment

I’m tardy in expressing my sadness at the passing of Marin Brewing Company in Larkspur Landing. Brendan Moylan put together a fine place that served up fun eats and great brews long before craft beer was trendy. The restaurant was good to its customers and good to the community with donations. Like too many other businesses, COVID was the deciding factor in the closing of its doors. The restaurant and its staff will be missed.

Bill Meagher is a contributing editor at NorthBay biz. He is a senior reporter with The Deal, a Manhattan-based digital financial news outlet.

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