As businesses across the country closed their doors in March of 2020, it was unclear just how long these doors would remain closed. Small businesses found themselves facing a frightening and confusing time, having to pivot and adjust to the continually changing landscape. In many cases, however, this pause in time allowed some to reflect on their career goals and even prompted them to launch their own businesses. We spoke to four such businesses, who either pivoted or started up during the pandemic and explored how they were able to grow despite unpredictable circumstances.

Carolynn Bain, founder of Afrori Books

For Carolynn Bain, the pandemic and the civil rights uprising that started to unfold in the summer of 2020 highlighted the importance and need for her to start up her Brighton based business, Afrori Books. Afrori Books is an online bookshop that specialises in books by black authors, their mission statement is simple; to support black authors, create diverse bookshelves and be a voice for justice.

As a National Network business, we were able to assist Carolynn by providing local information and resources to help her grow during this time, specifically ways to source funding to expand the business into a physical shop via our Business & IP Centre Brighton & Hove.

"Starting a business during the pandemic is an unusual thing to do. However, I think what had a bigger impact on us was starting a business during a pandemic and during a civil rights uprising in terms of Black Lives Matter – they can’t be separated for us. Many people were at home, reading books and for the first time ever really the world was sitting still, watching these things unfold before them. That had a massive impact on us and, in a positive sense, bought customers to us who previously maybe would not have considered looking at books by black authors. As we go forward, we are in the middle of crowd funding as we are looking to open a physical shop – working in partnership with a charity in Brighton who have given us a shop space. That has also come off the back of the civil rights movement, as they want to see Brighton change and become a safe space for black authors and black people living in the city. It’s all interconnected."

Hazel Russell, founder of the Woodlife Project

Another National Network business, who recently took part in our Innovating for Growth programme, that has seen growth during the pandemic is The Woodlife Project. The Norfolk based business, founded by Hazel Russell manufactures beautiful, innovative, eco-friendly wooden products for the family home with a focus on meal times. The Woodlife Project, who got support from BIPC Norfolk, mostly sell online on their own website and wholesale through a variety of different retailers, most notably during the pandemic they are now available on John Lewis and, like Afrori Books, will be looking to have in store product space soon too. "Our proudest moment in business so far has been getting into John Lewis, as they were one of our ideal retailers from the offset. We are online at the moment - in the nursery section with our bear, fox and rabbit plates. If all goes well we will be in store soon."

Jen Lam, co-founder of Stitch and Story

Jennifer Lam also took part in our Innovating for Growth programme, she is the co-founder and CEO of Stitch and Story based in London, which is an online crafting company on a mission to make crafting simple and easy to learn. During the numerous lock-downs, confined to their homes, people were getting back in touch with their creative side which bode well for this crafting business and allowed them to grow despite the uncertain circumstances.

"We’re here to inspire a new generation of crafters with our DIY kits, yarns and materials. During the pandemic Stitch and Story grew enormously. I think we were one of the lucky companies who were able to grow because everybody was in lockdown, looking for a new skill or hobby to pick up at home. Stitch and Story provided many customers with a new skill in knitting and crocheting and so we expanded very quickly online predominantly, albeit it was very stressful!"

One of the biggest changes to Stitch and Story was the team; they more than doubled the team during the pandemic from seven to 22. "We had to recruit everyone virtually at the time and it was stressful as we had no experience in doing that before - the BIPC really helped in providing us resources for this."

Judy Chicangana-Matthews, founder of Delmora

Start-ups in London Libraries business, Delmora, founded by Judy Chicangana-Matthews, offers a variety of beautiful jewellery items and accessories for women. Judy launched her first product at the end of February, weeks before Covid hit. "The impact was huge. In the beginning, people were buying the essentials such as food and toilet paper, so jewellery was considered a luxury. Nowadays, many people are concerned about their jobs and how that is going to impact their finances.

Covid also affects my KPIs in terms of delivery. I use the service Royal Mail 24, and I have had severe delays on the delivery of the parcels. To compensate my customers, sometimes I offer discounts as a part of the customer service. This practice has seriously affected my margins, so surviving has been very difficult."

Thus, the need to pivot and test out new business models to grow her business came about. By adding a loyalty program to her business, she was able to ensure repeat purchases and a loyal customer base. "My response has been offering discounts to my customers and creating programs to increase the brand’s recognition. For example, I offer the Delmora Club discount to all my customers in which the members have exclusive access to special discounts and pre-launch of our collections. We also recently created the program named Delmora Brand Champion that aims to get more positive reviews around our online presence."

Despite the devastating effects of the pandemic, we are pleased to see small businesses surviving, thriving and growing through it - it has highlighted the importance of small businesses, which are innovative, provide jobs and support local communities. In turn, there has been an increase in public support for local small businesses, to help ensure they remained profitable - a trend we hope continues long after the pandemic has ended.

Although restrictions have been lifted across the UK and many of us are returning to normal life, the effects of the pandemic are still being felt around the world. Our Reset. Restart programme launched to help businesses pivot and adapt to the changing climate throughout the pandemic and will continue to support many beyond that. We have caught up with businesses who attended these free webinars to see how the programme influenced their business operations and what changes they have made since.

One start up that benefitted from the programme is INTARIS founded by Oliver Hickmet; a full-service video marketing agency combining the power of digital film with analytics led strategy. Starting a business can be very lonely, and even more so during a global pandemic. For many, our webinars provide an opportunity to build and connect with a network of entrepreneurs from various backgrounds and expertise. “Reset. Restart was an invaluable way to stay connected during lockdown and learn from others sharing experiences and the dynamic conversations that always arose in the sessions. The presentations always had something interesting you did not know before and it was a perfect way to start the day with a hot cuppa.”

For some business owners, as well as networking opportunities, the support and advice offered by Reset. Restart gave them the confidence and push to grow their business. This was the case for Keira Simpson, owner and founder of Daisy Days Virtual Assistant. She provides PA and administration support to small businesses, helping them to save time so they can focus on their core business operations. It was through one of the small businesses that she was assisting at the time, that she discovered the BIPC. “My client wanted me to research the BIPC and to find out what support and services they could offer to help with the set-up of her Community Interest Company (CIC). This is why I love what I do, I get an insight to so many networks, and I get to experience the fabulous support and services that they offer.”

Keira Simpson, owner and founder of Daisy Days Virtual Assistant

 

Keira began by attending BIPC Sussex’s free Reset. Restart webinar – Tools for the Job. This gave her an insight into what digital platforms and software was available to grow her business. Like Oliver, it also provided an opportunity for her to connect with other start-ups and share her knowledge and tips, building her confidence in her business. “I gained an insight to other platforms and gained confidence in how I can support my business. The people that I have had the pleasure in talking to from the BIPC, whether that be from the webinars they offer or via email with a question that has arisen, have been so helpful and supportive. They also offer ideas and information - like speaking to a representative from the centre for advice on your business, to other topics which will steer you in the right direction.”

Julia Alcamo and Dan Hodgson founded documentary production company, Happenstance Films in February 2020, weeks before the world went into lockdown. Although this was a difficult time for the creative industries, it was also a time for Julia and Dan to rethink their goals and strategies.

Julia Alcamo and Dan Hodgson, founders of Happenstance Films

“The last year has been tough because of the pandemic. Many of the initial plans we made fell through and our hopes of starting out strong were quickly squashed. But, it gave us crucial time to doubly rethink our approach to this new way of making branded content: how would we convince the marketing departments? How could we position ourselves to be ready? What did we really want to do differently?”

While their business idea has remained the same, Julia and Dan were able to tap into the wide range of databases and expert advice from our delivery partners that guided them to the clients their business should aim to target. “To hear others care about how we would get out there and find the right clients was amazing! Since, we have used the databases to create a potential client ‘hit list’, a roster of local small and medium-sized businesses who work in specific sectors who we then prepare pitches for. The services have helped us directly with our growth in so far as they identify potential clients and allow us to gain clarity. It’s been crucial in feeling like we have the necessary inside knowledge to be a player in the local economy. Just having that sense is very empowering for a small business. It's also been really great to feel the support from the team and a have a place to go should we have further questions on business development, local resources or tapping into the community most efficiently.”

Although Reset. Restart began as a way to support businesses, like Happenstance, through the pandemic; many entrepreneurs who have used the service started their business as conditions highlighted by the pandemic pushed them to.

This is the case for Roxy van der Post, a Dutch-born documentary filmmaker and lifestyle photographer who began Myosotis Film & Photography in the summer of 2020. For her, the ongoing pandemic emphasised the many social, racial, and climate injustices that were difficult to ignore. The corporate world was no longer a world in which Roxy felt her values and ambitions were shared, so she forged a new path and now works with purpose-led people, social enterprises and charities to amplify their voices through the collaborative practice of visual storytelling.

Roxy van der Post, founder of Myosotis Film & Photography

After settling in Brighton in February 2021 and having no prior knowledge of Brighton or its business community, the Reset. Restart sessions run by BIPC Sussex were a fantastic introduction to the city and its ambitious entrepreneurs. The informal nature of the Reset. Restart workshops meant Roxy could easily engage with likeminded business-owners and quickly grow her network. “All sessions included interviews with entrepreneurs whose fascinating stories of business growth provided much inspiration and motivation, an informative presentation on topics ranging from finding your ideal customer to pricing models and how to establish valuable connections, and room for open, but facilitated discussions, all expertly woven together by Lucy Paine of alwayspossible.” It was through these events that Roxy was introduced to Business Model Canvas, which “was an absolute game-changer that provided more clarity and confidence than any other business plan.”

Following on from the Reset. Restart sessions, Roxy booked an online one-to-one information clinic with BIPC Information Specialist, Gemma Miller. “There is a wealth of information out there and it can be rather intimidating to explore these extensive databases and conduct benchmark research, but Gemma was very helpful and reassuring, she showed me some of the best options as a filmmaker and photographer. As a sole business owner, I valued the opportunity to talk this through with someone outside of my network. The next step is becoming a member of the library and visiting in person, which - as a bookworm and meticulous researcher – I am very much looking forward to!”

Another business that was born during the lockdown period of the pandemic is Nicola Austin’s Life of Libra. Life of Libra is a Professional Organising and Decluttering business, which began in January 2021.

Nicola Austin, founder of Life of Libra

 

“Before the pandemic, I was juggling school runs, a long work commute, after school clubs and the everyday pressures of life. I knew how full, cluttered and unbalanced our homes and lives can sometimes feel. The pandemic allowed me valuable time and space to think, read and reflect on my strengths, on what I enjoyed doing and what I wanted to do going forward. After attending a training course run by APDO, (the Associated of Professional Declutterers and Organisers), I decided this was the industry I wanted to work in and joined the organisation. I founded Life of Libra soon after.’

It was through a fellow Professional Organiser at APDO that Nicola became aware of the Reset. Restart programme and she signed up for several of our free webinars. “The sessions were practical, insightful and current. They really impacted my thoughts and actions, especially the sessions on Mindset, Digital Productivity Tools, Business Model, and Products and Services. I reviewed my business case using the Business Model Canvas, re-evaluated my customer segments using the Empathy Map Canvas and considered how best to validate my market research. I learnt about net profit, cash flow and operating costs. I was introduced to Brightbooks, Process Street and Airtable, all free software products that I am now using in the day-to-day running of my business.”

Like Roxy, Nicola then arranged a one-to-one information clinic at the BIPC Brighton & Hove, BIPC Sussex’s regional Centre, where she was given recommendations of networks and people to talk to, suggestions about information resources she could access and websites she could refer to through the library. “I had no idea what to expect, but again found myself impressed. I spent an hour talking to two excellent Information Specialists about my business, my ideas for growth and the challenges I was facing.”

One Dareham-based business, Crescent Research, used BIPC Norfolk and MENTA’s Reset. Restart programme to help generate new business ideas, look at digital marketing tools and strategies, as well as building customer relationships and re-adjusting and re-assessing their cost base.

Tracey, founder of the business, which helps locate missing heirs and reunites individuals with unclaimed assets, also attended networking sessions, which has allowed her to meet other entrepreneurs and hear about their business journeys. “Getting to know others who have also started the new business journey has been beneficial and it’s great to see how everyone is progressing at different stages of their journey, sharing tips, ideas and resources.”

The programme also allowed Tracey to look at the different areas of her business using the Business Model Canvas and focus on the areas which needed more time, resource and thought.

Another Norfolk-based business, bear, founded by Bryony Fayers, which sells sustainable and responsibly sourced products for the family used Reset. Restart for one-to-one sessions with MENTA just as she was starting her business. “The team has been ever so accommodating and understanding about how different people are approaching setting up a new business and for me, it’s been chaotic. The one-to-one sessions have been incredible. The session was warm and relaxed, and so, so useful.”

bear, founded by Bryony Fayers

Lottie Katie Russell, founder of L K Designs, a graphic design and illustration studio, also used BIPC Norfolk’s Reset. Restart networking sessions, “They were so informative and filled with a diverse group of like-minded people in very different fields. They were monthly meetings with a guest speaker at each to discuss different topics that we hadn’t necessarily thought about before. This helped me to drive forward with my small business and put into practice a lot of the skills I had learnt to create my website, social media pages and Etsy shop.”

Another business which benefitted from discussing their ideas with like-minded people was BIPC Worcestershire’s Wise Owl Tuition Kidderminster founder, Danielle Hickey. “The small groups that we worked in enabled us to have more specific discussion that was relevant to our individual business. Feedback on our ideas from the trainers and other participants proved equally valuable. It was most beneficial to be taken seriously as small business owners, but to be supported and be amongst others who were at a similar stage in their young businesses too.”

“The support has enabled me to focus on the next steps for growth of my business, and how to achieve them. It also encouraged me to consider my valuable difference as a business, and what I specifically contribute to the market. I made a timeline business plan in pictorial format to hang on my office wall and have achieved the first three steps of it six months ahead of schedule. The opening of another office suite downstairs and taking on two associate tutors to cope with demand - before I have even started to advertise! I was afraid to look to expand, due to my lack of experience in business. Rob and Phil helped me during my one-to-one to develop the confidence to commit to my ideas.”

If you're looking for somewhere new to have a coffee and enjoy some tasty food, why not visit The Breakhouse Café?  Founded by Chloe Bailey-Williams, with her passion for coffee and amazing food, she has created a space that the local community love. Chloe aims for the business to be sustainable and ethical wherever possible, and to be inclusive of a variety of tastes, reflecting the diversity of her customers. Now, let's hear more from Chloe...

What was the spark that made you want to run your own business?

I’ve always worked in hospitality, always loved taking care of people. I used to be a duty manager for Block nightclub in Hackney Wick, when they were closing down, the owner asked if I wanted to oversee the other studio spaces. I have always wanted my own space, so I spoke to my business partner and looked at the options for taking on a café. As it turns out, my previous employer had a café and they didn’t want to renew the lease with the current business, so although I wanted to set up more of a coffee shop, I took the opportunity to take on the café. It was a big step as I wanted to set up a coffee/ wine bar type of business, more drink focused. I had never tried starting a business before, but I had experience running venues for clubs. But this was very different to selling food, it makes sense because of allergies, health and safety…etc.  for a kitchen you need more certificates, more training, a chef… etc. Although I never intended to go down the food path, I really enjoy it even with the challenges, I was very lucky in finding a great chef and there were some ups and downs but once you get through the challenges and how busy it is, it’s fun.

Did you feel that you knew what you needed to know when taking the business on?

 I was a bit surprised because I was originally looking to serve coffee and other drinks, but there was lots to learn. When I added the café where you are selling food and you throw in PAYE, VAT , insurance , pensions, contracts , it was a lot to get your head around.

Have you sought help from other places as well as the Library/SiLL or has it just been us?

I looked at other places for workshops and advice, fortunately I had a few months to catch-up and I found a bookkeeper and accountant. I also did several courses to increase my knowledge, lots of people claim to tell you stuff and take your money even when it’s not useful, but what was good is that they were all saying similar things. For me the best support was with the SiLL programme, lots of useful and practical information and free of charge.

I found SiLL through Eventbrite while I was searching for business support, I saw what SiLL offered was good and it was free which was a good change, as I didn’t feel I was getting value for money for the courses I had already paid for. With the workshops being in the libraries and in partnership with BIPC, I felt like that’s where you go for information, they are the people I want to know. The support was also delivered in partnership with the local council and those are the people you want on your side when setting up a business.

Have you felt that the SiLL programme has still been there for you, even though everything has been run online throughout the pandemic?

Yes, it’s been good to catch-up with Abraham in our 1-2-1's and through emails, some other programmes that I have tried just don’t keep in touch. It’s quite challenging setting up a business in a pandemic so I appreciate that Abraham would visit me at the Café to go over different strategies. He would also inform and support me in taking up opportunities like the mentoring, which I successfully applied for. It really helps to speak with him about my business and I continue to benefit from his experience and advice. His ideas on how to use the space ( like setting up a film club) and some Café tips I can’t mention (it’s a trade secret) have been great, we are currently planning our first film night!

What do you like about the area local to the café and its community?

I love the area, Victoria park is a short walk away and the local community is very friendly. I like to have a chat with the regulars and the locals, it’s a very creative area and is part of the CEZ (creative enterprise zone) in Tower Hamlets and Hackney. There is a strong and growing business community, and this includes community groups. We’ve definitely noticed local businesses working together, it's great to be a part of it and to see the community the Café is building around itself. We now do catering for The Shellworks 3 days a week, so they all get to eat together at the same time. We also joined up with one of my friends that makes sole food to sell Jamaican Rotis, and we’re doing catering for The Outrunners, a local runners club that do workshops and mentoring.

Do you employ any other people at the café?

Yes, all the staff are great. its challenging managing teams when running your own business, but finding a balance of being nice while making sure standards are kept is key. I encourage a healthy work environment that’s focused on respect and wellbeing and I’m grateful that I have found the right mix of people. The staff work really well together, it’s taken a year to get to this stage, but I haven’t had to let anyone go that was an asset to the business.

What are you most proud of achieving?

Opening and staying open through the pandemic, getting the level 5 hygiene rating, doing external food catering for the first time, showing the football ( England in the Euro finals) and being able to do it in a safe environment where everyone was happy.

What’s your next goal for the business?

My Next goal is to increase the number of customers per day, build on our social media and work on evening events. We have a creative team including our Head Chef who wants to add Sunday roast and daily specials to the menu. We also want to increase our opening times, adding more options for builders and other tradesmen that have an early start. 

What do you think will be the business support you may need going forward?

As a new business, increasing our revenue is a top priority, so definitely support in generating more awareness to build our customer base. Also support in accessing grants that can help the business grow and help us engage with the local community.

 

For more on Start-ups in London Libraries and how to register for our upcoming workshop, visit www.bl.uk/SiLL.