Simply Hosiery is owned by Katrina Shiers and has been operating since 2001. A family business, they have expanded into lingerie.
How has the COVID-19 crisis affected online sales? Have you noticed spikes or dips in particular product groups (e.g.loungewear, soft cups…)
We have seen spikes in lingerie, and a general drop in sales of hosiery apart from certain products, but the demand for hosiery drops naturally as the weather warms up anyway.
How are you retaining your customer loyalty during the COVID-19 crisis?
Personal phone calls if at all possible and personal emails. Social media contact is also implemented.
Have you had problems in deliveries from your own suppliers?
Yes, some have closed temporarily and virtually no new supplies are being sent. We rely heavily on imports from abroad, although it now appears to be easing somewhat.
Have you had problems getting your orders out to your customers?
No, we are fortunate to be small enough to isolate just one employee in the warehouse, so no cross contamination or social distancing needed. We use Royal Mail, who have actually been brilliant!
With deliveries slower than normal have you extended the customers’ return period for unwanted/incorrect purchases?
Not formally, but we always use our discretion and are usually fairly flexible depending on the circumstances and the relationship we have with the customer.
Do you use social media to keep in touch with customers – how big a part does this play in promoting your online business? Are you considering adding any new media such as Skype, Zoom to keep in touch?
Social Media is a fairly new method to us, as initially I personally was really resistant to the concept. However, we are finding it fun, informative and engaging although hard work on top of everything else!
Have you been using other online platforms such as E-bay?
Absolutely and this is a very valuable platform to us.
Realistically how do you think this will affect your online business for the rest of this year and perhaps even further down the line?
We feel this very much depends on the economy and the employment situation. We do not anticipate 2020 to be a year of any growth, in fact predictions are way down.
Do you think you are being well enough informed by national government?
It’s acceptable, nothing more.
Have you had difficulties accessing or getting information on the Business Interruption Loan?
Not sure at the moment as someone else is handling this for me.
Can you take advantage for yourself and/or any full or part time staff of the Job Retention Scheme?
Not that I understand as I am a director.
Have you had any difficulty with your landlord/s?
Luckily we own our premises.
Where do you think you can put their energy to future-proof their business e.g. digital assets, niche products and your ‘public’ image to customers?
We would like more of an awareness in our village and to participate in more neighbourhood activities to promote and build local loyalty.
Would you consider doing an online poll with your customers, running stories to keep them occupied and asking them what they would like to see on your site?
Naturally, if we can get it organised!
Has this crisis given you food for thought and inspired new creativity now you actually have more time to analyse?
Yes. Our future is very much in our thoughts and hopefully we will survive to move on with the next phase in our plans.
Have you any initiatives for special deliveries to charity or to the medical profession?
We have thought about following the lead of TRTL and donating compression hosiery to local healthcare professionals.
