As part of this month’s dealer panel, AMP spoke with a number of leading mobility retailers.
The aim was to gather industry thoughts on how COVID-19 has impacted business plans and what that means for Q4 and beyond.
This is what TPG DisableAids’ Alastair Gibbs had to say:
How has COVID affected plans for Q4?
AG: There is no doubt that 2020 will be a notable year in the history books, from early year flooding to COVID Pandemic and looming Brexit, it has tested to the extreme the core values of many businesses.
What plans have you put in place given how 2020 has turned out?
AG: TPG are building on mid-year gains where some of our traditional competition chose to furlough too many of their staff and took their eye off the ultimate goal of delivering customer satisfaction. It became too easy to be swayed by hysterical media reporting that told us the end was near and we should all batten down the hatches and expect the worst.
Those of us that really understood our vulnerable and needy client base continued to fulfil our contractual obligations and picked up contracts from others without the foresight.
Have certain products or launches been delayed until the spring?
AG: There have been some supply problems and there have been some customer and staff protection issues, but none of this detracts from the fact that the basket of products we supply and maintain are collectively known as ‘Aids to Daily Living’. They are not Aids to Weekly or Monthly Living, and as such quality of life is massively affected by our quality of service.
This is where distributors and retailers can really add value to the products. It is perhaps something that Manufacturers and Importers would do well to remember when they are considering going Direct to Customer.
Compared with last year’s predictions, how do you expect the year to turn out for you from a business point of view?
AG: Sales of new product still have some making up to do, but the service delivery, that is most important to the users, has certainly made up the difference.