Quit trying to be the business you were four years ago

Four years ago this month, the world was shutting down all around you. Within weeks of Global Pet Expo in 2020, we were all sheltering in place in our homes; while many could not do what they do for a living; there were millions who were relegated to working from home. As many pet stores sold food for all kinds of pets, in many states and provinces, stores were allowed to remain open.Cashless purchases, drive thru shopping and curbside pickup became words and practices that were a part of many businesses. Many forms of retail and service businesses experienced tremendous increases in sales at this time, while others teetered on the brink of failure or actually closed up.Four years later, why are so many businesses trying to "return to normal" and sell or service their customers in the same way they were doing in 2019? That customer you knew no longer exists! Even going to a fast food restaurant the experience is very different starting with touch screen ordering and over a dozen forms of payment options available to the customer.Let's look at a variety of product and service businesses that have changed to take advantage of the 2024 customer and realizing their previous customer is no more.