Redesigning Normal

Melissa Thompson, VP of Medical Operations for the Arizona Humane Society, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic’s impact on veterinary care. The Arizona Humane Society is a nonprofit organization that, among other services, operates the second largest animal trauma hospital in the southwest.

The organization faced two major challenges: shutting down spay/neuter clinics and other services deemed ‘non-essential’ by government mandates, and keeping on-site staff safe while caring for animals. Melissa shares how the organization prioritized keeping staff employed by altering schedules and condensing operations to their largest facility.

Melissa also discusses what her organization dubbed ‘COVID keepers’ — new best practices implemented during the pandemic that improved operations. Lastly, she shares positive outcomes for pet fostering and adoptions.

After you listen, connect with Melissa Thompson on LinkedIn and learn more about Arizona Humane Society’s mission by visiting AZHumane.org and following on Twitter @AZHumane.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Mark Gray, COO of Bottleneck Management, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the challenges of operating a restaurant group during a pandemic and the strategic pivots that allowed the business to survive the pandemic year.

Unlike other establishments, Bottleneck restaurants went into lockdown with no real infrastructure to support a to-go business. Mark describes how the existing business model did not pivot easily, meaning it was more expensive to launch a new service than to remain closed in the beginning.

Mark then discusses how his team used this time to build a more intentional plan around to-go options, including new technology platforms and virtual delivery brands to boost cash flow as restaurants reopened.

Mark and Andrew also discuss what policies and practices will remain part of everyday operations after the pandemic ends, unprecedented hiring challenges in the restaurant industry, and the potential for a quick financial recovery. So far, Mark reports that they are getting closer to 2019 revenue levels much faster than anticipated.

After you listen, connect with Mark on LinkedIn. Learn more about Bottleneck Management and their family of brands at BottleneckMgmt.com and follow on Twitter @BottleneckMgmt.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Matt Ernst, a practicing physical therapist, is VP of Operations and Partner at Oxford Physical Therapy. In this episode of Redesigning Normal, Matt joins podcast host Andrew Southern to discuss his organization’s pandemic response. Oxford Physical Therapy is a network of clinics located in the Greater Cincinnati/Northern Kentucky area.

During the pandemic, Matt’s organization faced two major challenges. First, state guidelines regarding essential vs. non-essential treatment drastically limited the number of patients therapists could work with. Not only did this impact staffing, but it also impacted morale as practitioners were forced to turn away patients with non-urgent needs.

Second, each location had to recalibrate time spent on activities outside of patient care, including transforming cleaning and sanitation practices, procuring masks and other supplies, and learning how to conduct effective telehealth appointments.

Matt and Andrew also discuss shifting the paradigm around seeking physical therapy. In the future, Matt hopes more education will inform the public about what benefits can be realized from physical therapy even without MRIs, x-rays, or other expensive procedures.

After you listen, connect with Matt Ernst on LinkedIn. For more about Oxford Physical Therapy, visit OxfordPhysicalTherapy.com or follow @OxfordPT on Twitter and @OxfordPhysicalTherapyCenters on Instagram for more information.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Shawn Taher is COO of Taher Inc., a contract food service management company serving K-12 schools, senior living communities, corporate cafes, and more. In this episode of Redesigning Normal, Shawn joins podcast host Andrew Southern to discuss the pandemic’s impact on commercial food service and the company’s commitment to keeping the family business intact.

The company operates in five different industries. Shawn explains how each of these lines of business pivoted rapidly to cope with sudden drops in revenue, especially from school and office closures. For example, in the K-12 market, Taher transformed its approach to school dining by creating pre-packaged meals.

Shawn and Andrew also discuss remaining steadfast in health and safety protocols, the resiliency of Taher’s employees, why the corporate office is here to stay, and the challenging questions all companies are asking about the future of sick leave in the post-pandemic workplace.

After you listen, connect with Shawn on LinkedIn and follow on Twitter @ShawnTaher.

Learn more about Taher Inc. at Taher.com or on LinkedIn, and follow on Twitter @TaherFood4Life.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Michael Feinstein is the Founder and CEO of Büro Miami, a coworking space with seven locations in the Miami area. In this episode of Redesigning Normal, Michael joins podcast host Andrew Southern to discuss the pandemic’s impact on his business and what sets them apart.

Michael begins by reflecting on the late February to mid-March scramble. He describes his mindset at that time as “entrepreneurial,” in that the organization was forced to reimagine how the business would operate, even as regulations and information were changing by the minute. He also shares a story about the enormous effort he put into securing resources and creating Covid safety kits for Büro members.

You’ll also hear Michael’s take on how the pandemic has influenced organizations to reconsider how much office space is necessary, why flexibility is top of mind for companies and employees, and how Büro and similar companies are transforming the way landlords think about leasing office space.

After you listen, connect with Michael on LinkedIn. Learn more about Büro Miami at BuroMiami.com or on LinkedIn, and follow on Twitter @BuroMiami.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Eric Slaymaker, Co-founder and President of the restaurant chain Wingers USA, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic’s impact on dine-in and takeout restaurant experiences. Wingers USA is based in Salt Lake City, Utah.

Eric shares how his company pivoted during the early days of the pandemic to cope with the early weeks of the economic shutdown. He explains how the shift to take-out only provided a strategic opportunity to improve that aspect of the business overall, making up for lost sales and enabling the restaurant group to stay afloat during the early weeks.

Eric and Andrew also discuss how the pandemic will impact the restaurant industry overall, and why some establishments will come out ahead while others struggle. Eric touches on why the need for human connection and experience will lead to a resurgence in dine-in experiences, positioning the company for growth and expansion in the future.

After you listen, connect with  Eric on LinkedIn. Learn more about Wingers (including the menu) at WingersBros.com and follow on Twitter @WingersRG.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Timothy Genecco is President of Professional Physical Therapy and has been a practicing physical therapist for 27 years. In this episode of Redesigning Normal, he joins podcast host Andrew Southern to talk about how the pandemic impacted patients and the business.

Tim discusses his prediction that telehealth will long outlast the pandemic. He believes in-person contact is vital for effective physical therapy, but explores the value of telehealth for its flexibility, particularly in encouraging patients to maintain a steady course of treatment. He also touches on technological challenges specific to the healthcare industry, such as finding telehealth apps that meet HIPAA compliance and security standards.

You’ll also learn how Professional PT handled staffing and furloughs, what cleaning and safety precautions they are still taking, the challenges of operating in multiple states with different guidelines, and why business is finally picking back up.

After you listen, connect with Tim on LinkedIn. Learn more about Professional Physical Therapy on LinkedIn or at ProfessionalPT.com and follow on Twitter @ProfessionalPT.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Bill Walshe, CEO of Viceroy Hotel Group, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss the pandemic’s impact on Viceroy and the global hospitality industry. Bill has been working in hospitality since age fourteen and has served as CEO for nearly nine years.

The pandemic devastated the hospitality industry. In this podcast, Bill shares how his organization’s mission and vision drove Viceroy’s pandemic response. For example, commitment to thoughtful attention to detail manifested as 600 new operating practices across Viceroy’s portfolio of hotels around the globe.

Bill and Andrew also discuss leadership strategies during times of crisis and how hospitality organizations worldwide addressed the pandemic. Lastly, Bill emphasizes the importance of remembering all of 2020, not just the pandemic, and adopting lessons learned from social justice movements worldwide as we collectively move forward.

After you listen, connect with Bill on LinkedIn. Learn more about Viceroy Hotel Group by visiting ViceroyHotelsandResorts.com.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Gretchen Warner, Head of School at The Madeira School, joins podcast host Andrew Southern on this episode of Redesigning Normal to talk about how the institution was able to deliver on its mission even during a time of crisis. The Madeira School is an all-girls high school in McLean, Virginia, just outside Washington, DC.

The Madeira School has been open for in-person classes since autumn 2020. In this podcast, Gretchen describes how school leaders redesigned spaces and processes to prioritize health and safety. The school’s modular schedule is an example—short, five-week modules enabled the school to revisit and redesign strategies quickly as our understanding of Covid-19 evolved.

Gretchen and Andrew also discuss how the pandemic opened the door for remarkable disruption in education; relationship-driven teaching and new approaches to technology will equip Madeira’s students with skills and competencies necessary for success in tomorrow’s world.

After you listen, connect with Gretchen on LinkedIn. Learn more about The Madeira School at Madeira.org and follow on Twitter @MadeiraSchool.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.

Tim Crowley, CMO for LEFT LANE Development, joins podcast host Andrew Southern on this episode of Redesigning Normal to discuss architecture, design, and health and safety considerations for developers post-pandemic.

In years prior, building safety considerations focused on things like VOC emissions from building materials. Today, air quality best practices must also factor in the spread of contagious illness. Given the human and economic costs of health-related shutdowns, Tim advocates for a data-driven approach to tracking air quality, including seasonal fluctuations.

Tim and Andrew also talk about how LEFT LANE aggregates consumer feedback to inform designs, why a proactive approach to health and safety is a competitive advantage, and why business travel might go away but offices are here to stay.

After you listen, learn more about LEFT LANE Development on LinkedIn or their website, LeftLaneDevelopment.com.

This episode of Redesigning Normal is brought to you by Invisible Health Technologies.