Starting this week Underlines Magazine runs a series of features, speaking to brands and suppliers about the challenges their business faces and their responses to their customers, a great majority of whom are now closed. Mary Cameron is Managing Director of Chantelle (the CL Group).
Have you experienced cancellation of orders from retailers and/or retailers?
Unfortunately but not surpisingly, yes.
If you have not had cancellations or goods have been shipped, have you had to extend your credit terms to those customers who have had to close their frontline business?
We are working on a tailored basis to support our various customers’ needs.
Have you been able to keep in touch with your own team (if they are not on furlough)?
Yes; we are using various ways, mainly digital, to keep up with non-furloughed staff.
Have you any amusing anecdotes about everyone working from home amidst family, kids or animals?
In March our office team, working from home, showed their new personal temporary office spaces on their WhatsApp including sleeping cats, dog companions, children doing artwork, and a G&T trolley. Alex Thrower’s 3 year old helped her in home product fit trials, by choosing her favourite “blue” bra. The team has shared lots of funny videos and best wishes from their WhatsApp over the past weeks to keep our spirits high.
What role does social media play in either keeping touch with staff or consumers? (do you use Skype, Zoom …)
As a company, we have been using Google Chat Video for Team Meetings for those working and have also used WhatsApp calls and texts a lot. We have various working groups set up around the world.
Have you had to take the heavy decision to cancel orders to your own suppliers?
As a group we are reviewing our AW20 and SS21 launch plans and are moving some dates and will likely cancel some colour additions to consolidate our offer for expected reduced demand.
How are dealing with developments for upcoming seasons – SS2021 or AW2021 Obviously trade fairs are now postponed to August/September…will you be able to have virtual showrooms with your customers?
We are reviewing our SS21 plans and will be preparing our launch materials accordingly. We usually begin sell-in of swim in May and corsetry in July so we still have time to fine tune. Some reps started to try using Skype for AW20 so this may be an option for meetings if our customers are unwilling or unable to meet up.
Do you feel well informed and how do you feel the British government has responded to business needs e.g. job retention scheme, business interruption loan, etc..?
After an initial slow strategy on protecting everyone against coronavirus, the government has taken some very strong steps to help business and workers. Not everyone was covered at first but they have gradually amended plans to cover more people; I think they are working very hard in an unprecedented challenging situation. The lockdown decision was significant given the impact it will have on the economy and Government funding. The daily briefings are helpful; I hope that the level of testing can continue to increase and a way to ease the lockdown can be found soon to minimise the long-term impact of Covid-19 on all.
Have you had opportunities to talk to professional bodies about your own situation?
We have mainly been in discussions with our regular advisors and our Group; we have also consulted with ACAS who are always helpful.
With pause for thought during this crisis, do you envisage substantial changes in the way you run the business post-Covid-19?
It depends on how long the lockdown lasts and how retailers/consumers react to shopping after the lockdown. There will likely be a long-lasting impact on internal communication/working from home and a greater focus on social distancing and avoiding germs.
