Day 4 - Customer Service
2020 March 21
Saturday
8:00pm:
I went to work today.
I work in a small, independently owned shop in Ottawa that is part baby-oriented supplies and services and part toy store. I love working there and have been a proud employee since 2009. The owner is a good friend of mine.
Over the years, I have brought 4 of my babies to work with me — flexible workplaces that can accommodate special needs are so rare — and it's been amazing watching the store evolve to fit a much-needed hole in the neighbourhood streetscape.
But, like every small shop, we're always under pressure from competition from the likes of Amazon and other big box retailers. Some days, especially in winter, every sale feels like a battle won. We wait for Spring, and for people to be out enjoying the beautiful weather -- walk-by traffic is so incredibly important to brick & mortar stores.
This Spring, COVID-19 has decimated that traffic.
We've pivoted the business model, and are now offering local delivery and curbside pick-up for online orders and orders over the phone. Still, it's a worry wondering if the customers will come.
Today they did.
I was run off my feet in the most wonderful way. I loved every crazy minute of it. We had hardly any customers physically in the store, but phone call after phone call bolstered spirits. Every curbside smile was like a hug. Everyone is concerned about what is happening, but the vibe among our customers today was upbeat, hopeful, and supportive.
Please support your local, small businesses. You need them and they need you. They will not survive this economic shift without you, so please spend mindfully.