Stay Loyal to Local series – Chalk Hills Bakery rises to the challenge

Could you start by telling us how the last few weeks have been for you?

The last few weeks have seen a reduction in the mania of retail food purchasing and a slow transition back towards ‘normality’. Whereas we were experiencing huge spikes in ordering, these have eased and we’re under less pressure. That said, we have been working on maintaining availability of our products. We opened a market stall on Lesbourne Road, in Reigate, which was very well attended by locals, and have now been working on a staged re-opening of our shop in Bell Street. Strict social distancing measures apply – one person in the shop at a time, with minimal staff working as well. We are always mindful of the changes that we need to make to keep up with the constantly changing and evolving trading environment. The pandemic is new at all levels, so as instructions flow down to communities, we can only look to respond as best as we can to the new ‘rules’.

What positive steps have you taken to get through the lockdown?

We have experienced change at all levels of the business since mid-March, re-shaping the operation so that we could continue to provide and maintain service to our loyal customer base. With people locked at home and not being able to go out for basic goods, we introduced a home-delivery service so that we could bring our products and a selection of grocery items to people’s homes. On the wholesale side, I think it’s fair to say, with increased demand from our retail customers, we managed to increase volumes whilst maintaining quality and reliability.

Are there any innovations of which you are particularly proud?

Yes, necessity is the mother of invention! As well as deploying the online home-delivery service within a day of our shop closing, we have now launched our own branded Chalk Hills Bakery App that enables customers to order Click & Collect on the day at our Reigate shop. Implicit in the Click & Collect is contactless purchasing – via the app, you can order, pay and collect whilst maintaining strict social distancing. An added feature of the app is that customers will also benefit from loyalty points for their purchases.

How have your customers been supporting you during this time?

Our customers have been fantastic! Wholesale, retail and online customers have all been understanding and hugely appreciative that we continued to serve the area. We have received correspondence thanking us for our efforts.

Are there any special measures you’ll be bringing in once you re-open again?

As well as our Click & Collect App, which gives our customers a contact-free option to make their purchases, we’ve changed our menu so that everything is take-away only. We have also reconfigured our shop, so that only the front is available for customers, and there is a collection point outside. In addition, strict social distancing measures apply – just one person in the shop at a time, with minimal staff working as well. Plus, there are queue guides on the pavement outside, with exiting customers being directed away from the queueing customers. Lastly, all our staff wear masks and gloves. 

Why is it so important that people ‘Stay Loyal To Local’ going forward?

I think it is important that people invest their time in supporting local business, and Stay Loyal to Local, so that the age-old concept of ‘community’ survives and thrives. Customers enjoy feeling part of a community and having more recognition, knowing that effort is being put into producing local goods from other like-minded producers. We’re also more likely to have other local companies supplying to us, which keeps commerce local. 

What’s the best way that our community can do that for now?

Local and independent businesses contribute in many unmentioned ways to their community, and sometimes people don’t stop and think about this.