The writer Robert Frost pontificated in his poem "The Road Not Taken" about two roads diverging and which one to travel. He alludes to the stress of choice between the two roads and the opportunity cost in choice and the limitations in knowing the effects on the future. In life and business, we can choose to see failure or opportunity. What matters is what we recognize as an opportunity. COVID has provided several opportunities - ones that must outlive the pandemic itself. The first is COVID cleaning. It took a global pandemic for insurers to acknowledge vehicle cleaning and sanitation as a necessary step in collision repair. Proper vehicle handling both before and after repairs is key. Protecting the people who do the work is paramount. Properly treating a customer's car before repairs protects employees from undue infections and lost wages. It promotes a cleaner and healthier work environment that benefits all stakeholders. Properly cleaning the customer's car before delivery extends the same benefit. COVID pushed the industry to new levels of protection for consumers and employees. Why would we ever go backwards?
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