Pivoting During the Pandemic

Aug 06, 2020

We’re all experiencing unprecedented times right now due to the COVID-19 pandemic. At Concept2, this has meant changes to our business practices while dedicating extra resources to serving our customers. As gyms have closed and families have looked for ways to stay fit at home, we’ve experienced a high demand for our product. We manage a wait list so that we can fulfill orders in the most efficient and fair way. This asks a great deal of patience from our customers and we greatly appreciate their loyalty.

We’ve been really touched by the support we’ve received, such as this note from Jerri M., “I really can't tell you how NICE it is that your company takes the time to manage a wait list effectively and so nicely! I'm not sure I've ever seen anything like it. It's just nice. And so very appreciated.”

Thomas B. adds, “Thank you so much for the frequent updates. It’s very professional and helps us to keep realistic expectations.”

We’ve changed our business structures to prioritize order fulfillment during these times to best serve our customers. Behind the scenes, employees are pivoting from their usual responsibilities to help process orders and ship them out quickly. This has meant shifting some priorities, such as delaying our newsletter (emailed six times per year, and full of training tips and stories! Sign up here!) so that we can deliver product faster. We’re carefully analyzing the impact of our work to provide the best customer experience. That means we’re dedicated to delivering what customers say they need from us—in the most efficient ways possible. 

For safety, a great number of our staff is working remotely and will continue to do so, whether it is answering phones, sending out emails, coordinating supplies, or balancing our spreadsheets. We meet via Zoom meetings, coordinate through online messaging systems and email, and buoy each other up during these difficult times. Many of our employees also face added stress of remote teaching and caring for family members. We understand, all too intimately, how important fitness is to mental and physical health at this time. We’re dedicated to get our fitness equipment out to those who are waiting.  

A small crew on site helps ship out orders and complete jobs that need to be done in person. In one area of our building, our oar shop is open and busy building sweeps and sculls. Staggered work hours provides extra precautions. Our production is up and running as we build product for customers as quickly and safely as possible. With fewer staff on site, we’ve been able to implement great social distancing and added safety measures. All employees wear masks. We’re prioritizing staff safety and cannot allow visitors to our offices for that reason.

Vermont is one of the safer corners of our country right now, but we take our responsibilities as a safe employer seriously. Abroad, we have offices experiencing their own unique challenges. Our offices work to follow all local, national and worldwide recommendations.

We greatly appreciate the efforts of our suppliers, communities, and customers to contain the spread of COVID-19 as we face this difficult crisis. Thank you for staying with us!

(Read more about product demand.)

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