Kiki Lally is seen in an undated handout photo at Pinnovate, a craft studio in Calgary. When the pandemic began, Lally couldn’t host birthday parties, camps or bridal showers anymore, so she started making DIY kits and offering them for delivery. The DIY kits had to be sold through a new website called DIY Delivery that she built. THE CANADIAN PRESS/HO-Jennifer Chabot, *MANDATORY CREDIT*

Kiki Lally is seen in an undated handout photo at Pinnovate, a craft studio in Calgary. When the pandemic began, Lally couldn’t host birthday parties, camps or bridal showers anymore, so she started making DIY kits and offering them for delivery. The DIY kits had to be sold through a new website called DIY Delivery that she built. THE CANADIAN PRESS/HO-Jennifer Chabot, *MANDATORY CREDIT*

‘Not as easy as it looks’: Small businesses share what it takes to move online

Shipping, fitting all made complicated by COVID

Kiki Lally has never met a mess she was afraid of.

The Calgary entrepreneur launched craft studio Pinnovate in the middle of an Alberta recession and has seen her fair share of sticky fingers across hundreds of art classes, birthday parties and camps her business has hosted.

So when COVID-19 measures triggered shutdowns last year, Lally tackled the crisis the way she knew best: with paint, yarn and a bit of creativity.

She launched DIY Delivery, an online website selling craft kits, but quickly discovered set up wasn’t cheap or as simple as a few clicks.

“It’s not as easy as it looks … All of a sudden we’re learning e-commerce and inventory and creating kits and creating videos and a YouTube channel,” Lally said.

“Even the logistics of delivery sounds so simple until you’re actually finding all these nooks and crannies in your city and making mapped out plans.”

Lally’s experience offers a window into some of the challenges Canada’s 1.14 million small businesses have faced as they race to embrace e-commerce during the COVID-19 pandemic.

The Canadian Federation of Independent Business said one-third of small businesses across the country offered online sales as of November. Roughly 152,000 small businesses shifted to boost e-commerce between March and November and one in five independent companies told the advocacy organization they expect to increasingly rely on that avenue to survive.

While customers have breezed through online shopping, delivery, takeout and curbside pickup, small business owners have been working around the clock, spending big bucks and retooling their entire operations to keep it all together.

Some have had to revamp products and menu items to ensure they don’t arrive damaged or cold and soggy upon delivery. Others have toyed with virtual reality to offer digital fittings for apparel and many have dabbled in coding, social media and online payment systems.

Catherine Choi, the owner of Hanji Gifts in Toronto, has been busy with photography.

When COVID-19 struck Canada, her company already had a website to sell goods, but she estimates only 15 per cent of its products were on it.

Choi bought a lightbox and between getting her daughter set up for virtual school and processing curbside pickup orders, she started snapping the store’s inventory.

“It takes a long time,” she said. “We still probably have less than half our products online right now.”

Choi has tried to focus on adding items from artisans and manufacturers who provide their photos for her to use because it cuts down on the work.

She’s also zeroed in on items that are easy to ship like cards, stickers, washi tapes, socks and craft paper. Bulky and fragile products like ceramics will come later.

Getting items online has been a time consuming task because Hanji does not have a traditional payment system and uses old-school paper ledgers and binders to track inventory at its three locations.

Choi moved Hanji’s warehouse closer to home so she could work late into the evening on processing orders, but that hasn’t solved every problem.

“Someone may want a card and there’s only one left and it’s only online inside our warehouse in Scarborough, so we have to figure out how to get that card to the location they want to pick it up from,” said Choi.

Dealing with so many changes and stressors at once has entrepreneurs feeling “overwhelmed,” said Darryl Julott, a managing lead at Digital Main Street, which helps companies digitize operations and is backed by the City of Toronto and the Toronto Association of Business Improvement Areas.

“I talk to business owners and they’ll say we are trying to build a website and every time we talk to a company, they overwhelm us and we don’t get answers to our questions, so we don’t know what to do,” he said.

Digital Main Street, which was founded in 2014, is trying to eliminate some of that guesswork and make it easier and less confusing for companies, who are realizing their livelihoods now need “bricks and clicks.”

In recent months, the organization has helped many entrepreneurs set up accounting software, email systems and online stores. The biggest obstacles they notice involve bookkeeping or where owners live in relation to their business, said Julott.

Many companies are still using paper ledgers and any sales or adjustments they make require them to head to their office or store, which can make online operations tough and time-consuming, he explained.

While logistics and retooling a business can be a bother, Lally said the hardest part of the shift online is maintaining hope as the pandemic drags on.

“Just like everybody else in Canada we didn’t know what this (pandemic) was and what it was going to be and what the long-term ramifications of it were,” she said.

Most of her staff were prepared to roll up their sleeves and do whatever it took to launch delivery. One worker waived her salary and volunteered at the studio instead.

Regulars even offered to drop off the studio’s kits, but most customers don’t even realize how much work goes into a transformation, said Lally.

“It always looks easy when someone else is doing it, but it’s really not.”

ALSO READ: WestJet puts 1,000 workers on leave, citing government’s ‘incoherent’ policy

Tara Deschamps, The Canadian Press


Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

CoronavirusSmall Business

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

A Courtenay resident labours to remove the snow build-up from around her car in February 2019. The area may see snow throughout the coming weekend. Black Press file photo
Snow, winter not done with the Comox Valley quite yet

Flurries, snow and cold temps predicted for the weekend

Dr. John Hooper is the new conductor of Island Voices. Photo supplied
Island Voices welcomes new conductor

This spring will be a time of transition for Island Voices chamber… Continue reading

From left—Rev. Ryan Slifka (minister, St. George’s); Ellen Wise (elder, St. George’s); Evangeline Mathura, (vice-president, Dawn to Dawn); Grant Shilling (outreach worker, Dawn to Dawn), with a cheque for $10,433.15.
Courtenay church donates more than $10,000 to transitional housing and support service

St. Goerge’s presents Dawn to Dawn with $10,433.15 cheque

A pine siskin is treated for salmonella poisoning at the Mountainaire Avian Rescue Society (MARS) hospital, in Merville. Photo by Gylaine Anderston.
Salmonella poisoning in birds and pets a result of unclean bird feeders

Have you ever endured a bout of food poisoning? If you remember… Continue reading

Inside the new shop operated by Wachiay Friendship Centre. Jared Kotyk (left), Jan Kotyk, Paloma Joy, Tim Gagnon, Jonah Hill, Jennifer Corbett and Tally, the shop dog. Photo supplied
Wachiay opens store-front arts shop in downtown Courtenay

There’s still tailor-work in the back of old AnnSew site, with the store in front

Provincial health officer Dr. Bonnie Henry prepares a daily update on the coronavirus pandemic, April 21, 2020. (B.C. Government)
B.C. adjusts COVID-19 vaccine rollout for delivery slowdown

Daily cases decline over weekend, 31 more deaths

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Delta Police Constable Jason Martens and Dezi, a nine-year-old German Shepherd that recently retired after 10 years with Delta Police. (Photo submitted)
Dezi, a Delta police dog, retires on a high note after decade of service

Nine-year-old German Shepherd now fights over toys instead of chasing down bad guys

Nurses collect samples from a patient in a COVID suspect room in the COVID-19 intensive care unit at St. Paul’s hospital in downtown Vancouver, Tuesday, April 21, 2020. (THE CANADIAN PRESS/Jonathan Hayward)
5 British Columbians under 20 years old battled COVID-19 in ICU in recent weeks

Overall hospitalizations have fallen but young people battling the virus in hospital has increased

Canada released proposed regulations Jan. 2 for the fisheries minister to maintain Canada’s major fish stocks at sustainable levels and recover those at risk. (File photo)
New laws would cement DFO accountability to depleted fish stocks

Three B.C. salmon stocks first in line for priority attention under proposed regulations

Trees destroyed a Shoreacres home during a wind storm Jan. 13, 2021. Photo: Submitted
Kootenay woman flees just before tree crushes house

Pamala DeRosa is thankful to be alive

Gin, one of the Kantymirs’ two sheep. (Martha Wickett-Salmon Arm Observer)
Sheep start up ATV, sit in cars and go for walks in Salmon Arm

Until they bought two sheep, Ken and Karleen Kantymir didin’t realize just how social the animals are

Heather Lucier, a pastor at Kelowna Harvest Fellowship, speaks to an RCMP officer outside of Harvest Ministries on Sunday, Jan. 10. (Michael Rodriguez - Capital News)
Kelowna church fined 2nd time for violating public health order

Harvest Ministries in Kelowna has previously said they will fight the tickets in court

Emma Nunn from Alberni Valley Rescue Squad waits at the summit of Mount Arrowsmith for the rest of the AVRS rope rescue team on Sunday, Jan. 17, 2021. (PHOTO COURTESY DAVE POULSEN, AVRS)
UPDATE: Injured hiker among three rescued in the dark from Mount Arrowsmith

‘It was a very bad, very precarious spot to be able to locate them’

Most Read