The New Resiliency

By Arka Dhar, Zinier

You’ve heard the phrase “the new normal” many times over the past several months. You know that many things about your life and your work will be different, for a long time to come. But what exactly does this new normal look like?

My crystal ball is fuzzy about most things. I can’t tell you whether we’ll be going to the movies again anytime soon (although I’ve heard about interesting experiments transforming parking lots into drive-ins and creating sail-in movie nights on the water. Some activities will come back in time, some will come back in a new form (hair salons in California could become outdoor-only businesses), and some will fall by the wayside.

But in the realm of field service, my crystal ball benefits from seeing all of the experiences of our customers and partners. And that gives me some confidence to offer some observations about how the new normal for field service is shaping up.

In a word? Resiliency.

And in another word? Urgency.

Those are two very different attributes of a company or of the people shaping that company. But the two words are closely related.