I have to say that I was extremely impressed by how our team responded. For the most part, it was because we were already equipped. We had just moved into a new location, in May 2019, fully “3.0”, I'll call it. As far as I'm concerned, we had all the tools to be able to do our work remotely. On that Friday, March 13, I just told people, “Bring your things home, because we don't know what's going to happen.” So they were really able to pivot and continue the work.
In terms of our client services team, we have a service standard where we respond to telephone calls within 30 seconds. Those who had kids at home really had to adjust, and they did it. We continued to meet our service standards. I'm in awe of them. We somehow functioned and we did it. We're all tired, but we all did it. Everybody's tired. I get that. People were able to adapt and they continued to work hard.
At the beginning, up until October, we weren't allowed to see anybody because of the bandwidth. Everything was by Zoom but without the camera. It became a little frustrating. We were eventually able to see each other at some point. The personal aspect was tough, because we're small. We're 25 people. Families are bigger than that. We get to know everyone.
So that was a bit of a challenge, but somehow we got it done.