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

Real estate sales in the South Okanagan grew by more than any other part of the province in 2020. (Marissa Tiel - Black Press)
South Okanagan hottest real estate market in B.C.

There was over $1 billion in residential sales in 2020

Maggie Fowler, left, and Gabby Friesen of the Keremeos branch of the Royal Canadian Legion receiving monies from the federal government under the Veterans Organizations Emergency Support Fund. (Submitted)
Keremeos Royal Canadian Legion branch receives federal support

The funds are part of $20 million in support to veterans’ organizations across Canada

A woman wearing a protective face mask to curb the spread of COVID-19 walks past a mural in Victoria, B.C., on Monday, Dec. 7, 2020. THE CANADIAN PRESS/Marissa Tiel
115 new COVID-19 cases, no new deaths in Interior Health

There are now a total of 4,970 cases in the region

Constable Ken Jaques broke a window and crawled into a home to rescue an elderly man who had be laying on the floor for days. Jaques was the officer who provided oversight for the 2020 Remembrance Day services and his shown here in a picture with his son Ryan. ( Andrea DeMeer - Spotlight)
Princeton cop saves life of elderly man

He broke the glass and crawled into the house, while calling for assistance from BC Ambulance

Brett Forsythe battles it out in a game of singles pickleball on ice at Okanagan Training Rink Thursday, Jan. 7 in support of the Vernon Food Bank. (Jennifer Smith - Morning Star)
Pickleball play hits the ice in Okanagan

Rivals battle it out in support of the food bank

Penticton’s 7-Eleven is closed due to an employee testing positive for COVID-19, the company announced Jan. 15, 2021. (Brennan Phillips - Western News)
Penticton 7-Eleven closed after employee tests positive for COVID-19

The store will re-open “on or before” Jan. 23

Martin Luther King Jr. addresses the crowd during the march on Washington, D.C., in August of 1963. Courtesy photo
Government announces creation of B.C.’s first anti-racism act on Black Shirt Day

B.C. Ministers say education “a powerful tool” in the fight for equity and equality

With a second case of COVID-19 confirmed at South Canoe Elementary, parents were advised Thursday, Jan. 14, that the school could be closed for a week or so. (Contributed)
Closure considered after four cases of COVID-19 identified at Salmon Arm school

South Canoe Elementary principal grateful for concern and support shown by public

Deb White, carnival chairwoman, rode in on style Saturday during the parade. (Caitlin Clow - Vernon Morning Star)
Pandemic postpones parade, heart of Vernon Winter Carnival

Interior Health says no to one of B.C.’s only winter parades

Jobs Minister Ravi Kahlon shared a handwritten note his son received on Jan. 13, 2021. (Ravi Kahlon/Twitter)
Proud dad moment: B.C. minister’s son, 10, receives handwritten note for act of kindness

North Delta MLA took to Twitter to share a letter his son received from a new kid at school

Phase 4 of the Kicking Horse Canyon Project is on track, despite COVID-19 and the recent provincial election. (Government of BC photo)
1 month closure planned for Highway 1 near Golden

This closures is expected from April 12 until May 14. Others are planned in the future.

Black Press media file
Port McNeill driver tells police he thought the pandemic meant no breathalyzers

Suspect facing criminal charges after breathalyzer readings in excess of 3.5 times the legal limit

The municipality of Summerland is considering a 1.65 per cent property tax increase for 2021. The increase is lower than tax increases in previous years. (John Arendt - Summerland Review)
Summerland taxes expected to rise by 1.65%

Increases also forecast for Summerland utility rates

Most Read