Going that extra mile

By Liz Wells in Talking Points 14th August 2020

I have attended many meetings over the years where industry experts, futurologists and economists were able to predict things that were going to impact the convenience sector. I can safely say no one predicted the phenomenal impact Covid-19 would have on the industry, or indeed the world. What a surreal year 2020 is turning out to be for us all, in good and bad ways.

As always, it’s all about location. My own business has stores that are experiencing growth we could only ever have dreamed of. Equally, we have stores that have seen footfall plummet as our customer base has reacted to the pandemic and the challenges it brings. Independently owned convenience stores across the UK have always tailored their offer to the demographic they serve. Covid-19 has totally altered that demographic and their shopping missions. In a period of months, retailers have had to adapt very quickly to accommodate those needs. Retailers have raised their game, and very quickly. Stores have changed their offer, started home deliveries and harnessed the eager volunteers readily available to shop on behalf of vulnerable customers. In my view, the pandemic has brought communities together and hopefully that will be one of the big positives we gain from it.

As we continue to work through uncertain times, it is those stores in which people feel safe to shop that will continue to thrive. We saw this early on in the pandemic and many customers have thanked our team members for going the extra mile regarding safety. The convenience sector has done an excellent job throughout this period and our communities will remember it for many years to come. With the help of local suppliers too, our customers will remember that when they absolutely needed us, we didn’t let them down.

Jonathan James is the owner of James Convenience Retail