Manager of bp Urbanista Condell Park, Maureen Maatouk spoke openly with Convenience World about the unique challenges cafes are now facing and dealing with the emotional obstacles while major changes have been made to the industry.
Can you talk us through what the atmosphere is like at Urbanista Café & Convenience?
Covid-19 has certainly changed our way of life as we know it. Our regular customers have a look of uncertainty, fear and dread. They are confused and scared. It is a lot quieter in store. Customers know they cannot stay and chat. It’s get in and get out in the shortest time possible. There is no time to chat or to “hang around”. Many have lost their jobs, or their hours have been reduced. They want to talk and share their stories. But that is not possible.
What are some of the changes that you have implemented to ensure the health of customers and staff?
Urbanista has made significant changes in store. Eddy (Eddy Nader) has been on top of all the current changes enforced by the Department of Health and Government. He has had protective shields put up to protect staff. All managers and staff have completed their Infection Control Training -COVID- 19 course. Floor space has been measured and our social distancing stickers are in place. Our stores are completely sanitised every hour. Staff wash their hands regularly and wear gloves at all times. Sanitiser is available on the counter for customers. Ed
dy and managers send out messages to the staff often to remind them of what needs to be done.
When coronavirus first began to spread, did you anticipate it would get to this point?
I was and still am just as surprised as everyone as to how fast coronavirus has spread. Initially I thought it was someone else’s problem not something Australia should worry about. But in no time, it became a world problem.
How well do you think the café industry will recover when this begins to steady?
Slowly once this is over, we will recover. Sadly, for some it may be too late. Cafes do it tough already. Very long days and too many hours worked for little profit. Cafes unite people. It’s a place to catch up, a place to relax and eat, a place you can have a chat with a total stranger and leave with great advice. Cafes are a home away from home. Coffee makes everything okay.
What advice would you give to others in this industry that may be feeling stressed right now?
Remember you really are not alone. Stay informed. Keep a level head so that you make the correct decisions in regard to your business. Most importantly TALK. Talk about your feelings. Your emotions. Your doubts. Your fears. Your anxiety. Share your thoughts and your burdens.
