Welcome to another post in our series on how retailers are responding and adapting to measures put in place due to COVID-19. Today, we’re featuring our interview with Brian Webber from Fireside Books!
Fireside Books has been in operation for over 25 years, serving readers in the Parksville, Qualicum and Vancouver Island area. In January 2017, the bookstore’s ownership was taken over by Brian and Jeannie Webber. They’ve continued Fireside Books’ tradition of selling new and used books, along with an assortment of puzzles and games for customers of all ages.
1. How have you adapted your business in response to COVID-19? Are there particular initiatives that you’d like to share?
At the start of the pandemic, we initially shortened our hours and days of operation and unfortunately had to lay off our employees (this was the hardest part). Shortly after as more information and restrictions came out we shut down briefly and started doing orders by phone and on Facebook messenger. While we had a website, it was strictly an information page, not set up for shopping. Within a few days, we came up with an idea that would work within our local/provincial guidelines/regulations. We started booking private half-hour appointments for our customers. We pushed heavily through social media to get the word out. This allowed our customers to still access our store, but in a manner that was safe for them and for us. We also offered free delivery and pay & pick up options. This kept us busy enough to pay the bills and keep the lights on. Mid May we were able to start bringing our staff back. When our Province (BC) entered into Phase 3, we were able to switch from private appointments to being open to walk-in traffic. As our store has many twists and turns we made wearing a mask mandatory and limited to six customers in the store at a time. We equipped ourselves and our staff with face shields, installed plexiglass at the register, and of course maintained all the cleaning procedures. During these last few months, we took the opportunity to renovate inside the store and we started up with Bookmanager and are currently scanning and labeling our estimated 100,000 books into the Bookmanager system. We’re just a week or two away from launching our new, shoppable website. Exciting times!
Update: Fireside Books' shoppable website is live, visit them at: firesidebooksparksville.com
2. Will you continue with any of these initiatives or business practices when brick-and-mortar bookstores reopen to customers?
Yes. Until there is a vaccine we will have to continue with many of the measures in place. I think the plexiglass at the register and the hand sanitizer at the door will be permanent features.
3. Have you noticed a shift in book-buying habits amongst your customers?
Anytime there’s panic in the news customers seek out dystopian type books. Also, though the customer count is down, the average sale is up. Also, puzzles sales went through the roof initially. Even though that has come down they are still selling well.
4. Have you experimented with new tools or technologies during COVID-19? Do you anticipate continuing to use these?
Yes. We've started up with Bookmanager for our POS/Inventory and for our new web store!
5. What is your biggest takeaway from working as a bookseller while physical-distancing measures have been in place?
You need to be nimble and adaptable to stay in business. Always keep your customers informed of what you’re doing. Don't compromise safety for sales. Make a safe environment and your customers will support you.
BONUS: Are there indie booksellers or small publishers in Canada who are doing interesting stuff that you’d like to recognize?
Bookmanager/Mosaic books have provided great support and a great POS/Inventory system to work with. Heather of Heather Read & Co has been great to work with. The team at Raincoast has also been very flexible and easygoing!
Looking to support independent retailers in your area? Rocky Mountain Books' publisher, Don Gorman, has created a map of indie booksellers across Canada who are currently offering delivery and / or curbside pickup.
Got a story about how your organization has responded to COVID-19? We want to hear from you! Please fill out this short questionnaire.
The BISAC to Thema translator has been updated.