Adapting to customers needs
When I first launched Harriet and Rose, almost two years ago now (and my, has that time gone both quickly and slowly all at once), I had a plan. It was a good plan, and it was one that I’d spent the best part of a year honing and refining (not to mention designing, and writing copy for), but I always knew that day one of the website would be just the beginning. Which it was. And then came a pandemic! And that rather upended all my plans for 2020, and I had to adapt. Fast.
With my last business which I sold when we moved to Jersey, I bought in to an established business, and when running the day to day side of things, I simply didn’t take the time to look ahead. As I made everything to order, it was all I could do to keep on top of the orders that came through - many of them via Not On The High Street, where I was proud to be a Partner for many years.
And I learned from this.
It’s not enough to just crack on running things, hoping the level of order and momentum will stay, or increase. There are always new businesses coming along (especially this last year, when people have had the chance to really follow a passion or realised life is too short to just put up with a job they don’t love), there is always new competition in the retail sector, and there is always, always someone who comes along with an idea that you wish you’d thought of yourself!
When I launched in May 2019, I had said I’d never go down the alcohol route. And yet, a month ago, I found myself in Royal Court (albeit via Zoom!), for my License application to be heard. I had always known corporate gifting was a big area for my business (and a great way to work with and support other local, Jersey businesses), but it was only this year I realised that the time had come to get that Category Six Alcohol License, because that is what some of my customers want. That and the number of customers I have had call me and ask if I can pop a bottle of something in alongside their order. I’ve had to say no, and explain why, but I’ve listened, and I’ve changed. Adapted, applied for a license, and I’m pleased to say that I am now set up to sell alcohol as part of my hampers and care packages. I’ll be adding some options on the website in the coming weeks.
Listening to my customers (you!) doesn’t end there. I’m always, always happy for feedback. I know that some businesses say that but don’t mean it, but I really do. If there’s something that I don’t sell that you want to see, tell me. If I’m doing something wrong then PLEASE tell me. If you’d like to meet for a coffee to chat through your gifting needs… well, soon. I hope soon.
When I launched Harriet and Rose, it was with a view to create a brilliant, easy to shop from website, serving Jersey. If this last year has taught me one thing, it’s that many of my online customers aren’t from Jersey, but they want to send a gift to someone who lives here. And that got me thinking as to how I get my customers (current and future) in Jersey, to engage more with the site and products.
This was one of the reasons that I founded The Small Buisness Pop Up last year. I wanted to get out there, meet my customers face to face. I wanted you to see the products, to pick up the products; to flick through a recipe book, or to be able to ask where something was from, or to ask me to think of a gift for a specific recipient.
The good news is, the alcohol license is just one example of how I’m moving the business forward. There are so many more collaborations, new stock, and announcements to come this year, that I just wanted to take the time to pop on here and thank you. Thank you for your custom, thank you for your feedback, and thank you for helping Harriet and Rose to grow and go from strength to strength.