in si de ha lto n. co m O ak vi lle B ea ve r | T hu rs da y, F eb ru ar y 24 ,2 02 2 | 28 our changed world SHEN WALJI Realtor/COO Dan Cooper Group Call or Text 416-525-5525 List, Buy, Invest with ShenWalji For the last four years, ShenWalji has been one of DanCooper Group's top producing real estate agents. A brand that has been around formore than 30 years, it holds the #8 ranking in Canada for Royal LePage in 2021. Specializing inOakville andBurlingtonmarkets, Shen is oneof thehardest workingand top selling real estate agents in the area.His approach to real estate sales is the sameashis approach to life, personal or professional. Shen forges real and lasting relationships. He sees everyone heworks with as an individual, perhaps a friend, before a client. He's immersed in getting to know the client and their lifestyle. He is able to see beyond what people say theywant, and understandwhat they trulywant. Bringing a lotmore attention to digitalmarketing and overall online presence as a company, DanCooper Grouphas seriously ampedup video production, socialmedia channels and the virtualmethods for showcasing the house selling experience. Digital is wheremost attention is being focusedwith some traditional forms of advertising. DanCooper Grouphires internal experts and third- party agencies to proliferate itsmessage throughpractically every online mediumpossible. TheGroup is addingmore factual data to its listings since clients are conducting a lot of their ownbackground fact checking information when looking for an agent toworkwith to list or purchase a home. "Themoremarket infowe can provide themore valuewebring to our clients," says Shen. Looking to the future, theGroupplans to form amega team to capitalize on the fact that they can service clients far beyond their ownbackyard. The internet, especially during the pandemic, has removed all borders. "We can practically buy and sell anywherewith our network of resources." Whether youarebuying, listingor investing, text or call Shenat 416-525- 5525or email shen@dancooper.comandget a topproducer onyour team. GlenAbbeyRoyal LePage Oakville ON www.shen.realestate - ADVERTORIAL - .niks .resal .xaw .slian y raB tuaeB ellivkao/moc.topsneteht.www|9442-738)982( ellivkao,tsaedaorerohsekal203 !ebab derevoc uo tog ev'ew ... alp rof ro krow rof rehtehw y y neTAekiLleeF#uoyekamsutel Nothing has become more ubiquitous during the pandemic than the sight of couriers and deliv- ery trucks dropping off packages in neighbour- hoods. Restrictions have accelerated online shop- ping with people ordering almost everything from home. While most people can't wait to get back to "normal," some fear that habits formed during the on-and-off closures are here to stay, wondering whether physical retail is in peril. Despite what one could think, the future is bright. Stores continue to play an important role. Some shops closed, but others opened. Online shopping will stay, but many will prefer on-site visits. Re- cent surveys reveal that consumers miss in-store experiences and that over 70 per cent expect to have interactions with physical stores post-pandemic. However, as customers return to stores, we realize that their attitudes have changed. They shop more across channels, moving seamlessly between online and off-line. They are also becoming used to social commerce, buying while scrolling through Insta- gram or TikTok feeds. Their expectations have al- so evolved. More demand- ing and much more knowl- edgeable, they may go to the store only after having already been inspired by an online brand discovery. Customers will be hun- gry, post-pandemic, for so- cial interactions: going out and shopping with friends and family will make a comeback. Certainly, shopping conditions will have changed. Security, cleanliness and a desire for less crowded spaces will be top-of-mind for retailers and shoppers alike. Stores will remain the core of the brand value, al- lowing for better connec- tions between consumers and brands and increasing the value of the experi- ence. Some things changed though: the pandemic has revealed the weaknesses of retail business, such as staff's low wages and poor working conditions, lead- ing to a labour gap. Retail- ers who wish to thrive will have to focus on quality ex- periences for their employ- ees as much as for their cli- ents. The pandemic has hit hard all sectors that rely on face-to-face interac- tions. Government-im- posed restrictions have wreaked havoc on the re- tail and hospitality sectors ... and the present remains uncertain: limited capaci- ty in stores, people's fears of visiting crowded areas and the convenience of be- ing able to shop from home remain major concerns for professionals. Convenience remains key. Shoppers have gotten used to having anything delivered to their door in 24 hours or less. Retailers must now combine in- store service with online shopping experiences that help consumers make choices and order. The store must be a welcoming environment. Service quality and hospitality will be key for successful recovery. Frederic Dimanche is professor and director at the Ted Rogers School of Hospitality and Tourism Management at Ryerson University. Solange Strom is an entrepreneur in retail and visionary CEO with more than two decades of experience leading global brands. IS PHYSICAL RETAIL IN PERIL? OPINION: OUR CHANGED WORLD SERVICE QUALITY, HOSPITALITY KEY FOR SUCCESSFUL RECOVERY: EXPERTS SOLANGE STROM Column FREDERIC DIMANCHE Column