It’s Thursday and I’m working from home. In this post COVID-lockdown world, there’s nothing strange about that. Except that I have a shop, so shouldn’t the doors be open, the shop floor buzzing with people and hopefully the till drawer pinging?
Well no. In this brave new world, it’s all different and Hometown is different too. Starting to write this, I realise my last blog post was exactly a year ago. Rewind 12 months and Hometown was a bricks-and-mortar shop, established for 11 years. Working in the business with me were 3 part-time staff and numerous visiting tutors. We opened the door five days a week. Nothing made me happier, than looking up from the cutting table, to count how many customers of assorted ages were idly pottering around the shop. More than 10 customers … and the shop would feel nicely full, yet not over crowded. With customers in all corners, pulling bolts off the shelves, taking their time, standing at the counter and often comparing notes on quilts half-sewn or projects-in-planning. Our new workshop programme had launched in July, so no doubt the phone was also busy with students booking Mel’s new dressmaking workshops and Sam’s ever popular bookbinding courses.
Wow. Fast forward to a different age. The ‘new normal’ of Hometown’s post-lockdown reopening was on 30 June and my business is very different. I closed with a physical shop and I’ve reopened with a physical shop and an online store, having set one up during lockdown. Proof indeed that you can teach an old dog (or in my case a fifty-something haberdasher) new tricks! We’re currently open 4 days a week and right now that’s 10-3.
Most days it’s just myself running the shop, so it feels like 2008 when again, it was just me. Yet, there are baby steps of progress as Jackie came back from furlough last week (yes, this strange new language that’s now second nature to us all) and Marina will return soon. Louise’s position remains vacant as she and her family have left for a new adventure in Yorkshire (luckily they squeezed in their house move before the whole world was put on hold). This spring, I was anxious to recruit a new 3rd musketeer, but right now that recruitment is on hold. Protecting cash flow is the number 1 priority as turnover for the last quarter is down by 75%. Despite this massive dip I’m so grateful that my business is still here. Hometown may be a small business, but it’s my small business and that means I’m in complete control of the finances, not some private equity firm or expensive board of directors. It’s just me and luckily I don’t lead an expensive rock’n’roll lifestyle!
So, back to the 10-3 opening times, the new fangled morning appointment system and the ‘maximum 4 customers in the store’ each afternoon. Why the 10-3 you ask? Well, in a nut shell, it’s knackering. Each day has the intensity of a busy Saturday or Sale day. While the door is open, getting customers in-and-out of the shop quickly and safely is our priority. It’s not that I don’t want to chat, but in July 2020 it’s not the time for a leisurely browse, as customers are probably queuing outside. Thank god we’re British and know how to queue… Believe me, when I say that holding up my hand, stopping customers from coming into the shop, is completely alien to any retailer.
Another unforeseen side effect to add to the mix. When you’re not trained at RADA, having to speak all day in raised voices is really tiring. This is because of the sound proofing effect of the protective acrylic screen around the counter and the face masks we’re all wearing. Who knew? And I soon realised that wearing a full face protective shield, makes it impossible to drink a cup of tea without a straw. So by 3 o/clock, as I haven’t drunk enough, I’m usually dehydrated and desperate for a sit down a proper hot cuppa and a snackeral.
After 20 minutes, I’ve bounced back and it’s time to start on tidying up and putting bolts back on shelves (no time to do this whilst customers are in). I’ll then update the website inventory with the shop stock sold (uhoh, without EPOS, this daily type of stocktaking update is still manual!). Next up I’ll start on any website orders to beat the final collection at the post box. And finally it’s time to unpack the day’s deliveries. At the moment it’s a lot of essentials, such as wadding, plain fabrics and elastic. Also now flooding in is a backlog of new fabric designs, whose shipments have been delayed by factory shutdowns. So the opening hours may be 10-3, but in reality ‘shop’ days are at least 10-8. So thank god for Thursdays!
Going back to today and it’s great to be able to work from home. It means I can drink copious cups of tea, have time to spend several hours updating the website with new products, adding photos, writing copy and adding yet more stock figures. I’ll endeavour to place more orders for elastic (the new gold dust in the haberdashery world). And later on I’ll have a video call with my Mum (another new development for my family this lockdown). And hopefully too, a moment to breathe and quite frankly, do nothing before it all repeats tomorrow!
Also on the list are hoovering (OK, maybe that’s for another day) and if I’m lucky, I’ll think about the would-be quilt project that’s waiting to be started.
Onwards and upwards with this Brave New World. We can do it!
PS. The appointment system will continue until the ‘new normal’ isn’t necessary, so just give me a call on 01634 838880 to book your slot. All I ask is a minimum £20 spend and for 30 minutes you can feel like an A-lister with the shop to yourself…