COVID-19 Business Update

Dear Valued Customer

We’d like to give you an update on what’s been happening here at Medina, as well as offer our assurances that we are putting plans in place every day to ensure that when you need us again, we will be ready for you.
 
On the 20th March, 95% of our customers ceased trading. This presented us with many things to consider to ensure that we could continue to supply our care home customers, schools (for the children of key workers), and the local authority with the food to make up care packages for the most vulnerable in our community. 
 
It immediately became clear that supermarket home deliveries were put under immense pressure and without scalability and adaptability none of them could keep up with demand, so we chose to open up our own web / app ordering systems to private households to ensure that those in need could get food deliveries, and also to ensure that we had as much work as possible for our staff. Regrettably we have still only been able to retain a fraction of our normal workforce as there is just not enough trade to warrant the full team. We are very much looking forward to welcoming the rest of our colleagues back as and when government stipulations and customer demand deems it necessary. 
 
With the exception of furlough payments, we have not qualified for any other government funding or grants and the last two months have been exceptionally stressful, with the remaining members of the team putting in more hours than ever in an attempt to ensure the short-term future of the business. I understand that there is a perception that we are exceptionally busy doing home deliveries, however the fact is that the business gained has not even scratched the surface of the business we have lost.
 
Home deliveries are certainly not like catering deliveries (!) and there has definitely been a steep learning curve for us all, but I am confident that changes we have made, particularly to the functionality of our online ordering platforms and also to new product listings, will provide a benefit to many of our core customers when things do finally return to something approaching normality, and changes that will stand us and you in good stead in a post-lockdown marketplace.
 
We currently have stock of soaps, hand sanitisers, masks, gloves and other PPE, and in June we have a new ‘touch-free’ hand sanitiser system due which we believe every business will be able to benefit from. Please see our website, or call for further information.
 
July still seems like an awfully long way away and my feeling is that we have a long six weeks ahead of us, but our present plans are to begin scaling back up towards full capacity from then onwards. We will obviously bring this forward if necessary and nothing would please us more than being busy enough to need to. In the mean time we remain at your service should you decide to open for take away / delivery or in any other restricted capacity in which you are able to function.
 
At present we are offering next day deliveries Monday to Friday only, with Saturday deliveries temporarily suspended in an attempt to bring our overheads further in line with the current reduced level of trade. When demand is sufficient, we will of course return to the full six-day delivery service you have come to enjoy. 
 
In respect of promotional orders placed at our Catering Exhibition back in March, we have not been in touch as we appreciate the last thing anyone needs right now is to feel pressured into taking large volumes of promotional stock when you cannot trade. For the avoidance of doubt, our intention is to still honour the promotional orders and to be flexible with you in respect of the volumes you are physically able to take. I have notified our suppliers of this and we aim to be ready by the time you are back up to full speed.
 
Pleasingly there seems to be at least a tiny glimmer of light at the end of the tunnel, although it remains unclear exactly what capacity catering and hospitality establishments will be able to return to, we are committed to be as adaptable as possible and continue to offer the same level of service you have always enjoyed.

Yours truly,

Steve, Caroline, Cory and the team