Why independent shops are the heroes of this crisis – Kate Hardcastle

Through interview requests and international seminars (online), I have been asked to explain my take on what that might look like for the world of business.

Certainly there is going to be a huge economic impact as well as the social hurt and pain of the lives lost. And then the huge strain on our health system and key workers.

We have already heard names such as Debenhams, Cath Kidston, Laura Ashley and Carphone Warehouse declare they are to enter administration (albeit a ‘soft administration’ for Debenhams, which hopes to protect its future by putting in measures now).

We have also seen headlines of how some major brands, and on some occasions their leaders, have seemingly put profit before people, impacting their brand and their future business.

But there is certainly one business group that has repeatedly shone through as community-focused and in tune with the situation – the independents.

Some of the greatest acts of business generosity and altruism have been from the smallest of businesses, and I am hopeful that one of the trends we will witness from all of this is more support and trade with the independent businesses that have rallied to make a difference.

The Javeds in Falkirk made international news as the story of their kindness was told. The couple who own a corner shop invested £4,000 in 2,000 packs of necessities for the older people in their community.

In the early days of the panic buying peak, many flocked to their local independent stores to be supplied with essentials such as toilet rolls, milk and pasta.

There are many stories of cafés that cooked up and donated meals to key workers, craft businesses that repurposed their fashion production line to one of face masks and boutique distilleries that ditched the gin in favour of hand sanitiser.

Many of these organisations didn’t think twice in leaping to make a difference. They did so before many of the announcements from Chancellor Rishi Sunak about business support, not knowing what the outcome of the pandemic might mean for them.

I certainly wasn’t surprised – I have been an admirer of the sheer hard work, determination and passion demonstrated by small business owners since I started in the world of work.

My grandparents were all involved in retail and smaller businesses – indeed my maternal grandparents ran an Open All Hours-style corner shop in Yorkshire.

I think of their brilliant service values, and how my Nana would carefully play the role of service adviser and counsellor at the same time. For years after their retirement, we would be stopped in the local area as people would still thank her whilst recounting tales of the times she had minded their children, let them have something ‘on the slate’ or genuinely got them out of some kind of bind.

When I think of the skills I use daily in serving my own clients, it is less of the academia from the renowned business schools and more the influence of my Nan that helps me make the difference every day.

And that is a tale from the past that I hope will go on to influence our future. That the smallest of business operators can teach the biggest of businesses a thing or two about what the heart of a business should look like.

Customer-focused, adaptable and always people first.

As part of our ongoing commitment to smaller businesses, in which we have supported over 1,000 firms in Yorkshire in the past 10 years, we would like to celebrate some of the fantastic work inspiring independents have done for their community at this time.

We want to ask you to nominate the business near you, or maybe a family member or acquaintance, that has really helped and made a difference.

We will be highlighting case studies on a variety of social media platforms and websites, with the main aim to help other businesses by sharing these inspiring stories.

We would love to receive your stories through any of the following methods: email – [email protected]; Twitter – @insightwpassion; LinkedIn – Insight with Passion Consultancy.

Kate Hardcastle MBE is a consumer champion and broadcaster. She’s known as The Customer Whisperer.

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