‘We still offer a great service, just in a different way’: how a much-loved Bristol gift shop will change after lockdown

Thanks to its revamped website, Bristol’s CoLab has managed to survive the coronavirus crisis – but that doesn’t mean owner Andrea Mahoney expects things to go back to the way they were

A lot can change in the life of an independent retailer in six months. For CoLab, a gift shop at the heart of the community in Bristol’s buzzing Gloucester Road, Christmas 2019 saw record sales. A treasure trove of clothing, jewellery, art, crafts and gifts sourced from more than 60 independent designers, the shop was on the up.

“My aim was for CoLab to be at the heart of the community and I had really achieved that with a buzzing shop and wonderful party atmosphere. There was a real energy on the High Street,” recalls its owner Andrea Mahoney, who took over the shop in 2018.

Open mic nights were the norm and the brightly coloured coworking space above the shop was popular too. “People were using my shop like it was an extension of their living room – a place to hang out and be around beautiful things dash and I was incredibly proud of that.”

But Fast forward to March 2020 and the COVID-19 lockdown, and everything changed practically overnight. “Our shop is small and I was worried for the safety of my staff and customers,” says Mahoney. “So on my birthday, 17 March, we shut up shop. I was utterly heartbroken and even now I can't think about it without crying.“

For Mahoney, the rest of March was a blur. Her two young children – aged 10 and five – were at home for the foreseeable future and her business had been turned upside down. “Like many people I was just concentrating on getting through each day. Thankfully my landlady was incredibly supportive and my fellow traders were all there for each other, albeit virtually.”

But despite the worry, there was also a ray of hope. Her loyal customer base still wanted a touch of the CoLab magic to cheer them up during lockdown. Online sales began picking up, especially for items such as playsuits – perfect for lounging around at home – as well as brightly coloured earrings and prints, both ideal for cheering up Zoom meetings.

Mahoney could see new opportunities. “I decided to focus my efforts on improving the customer experience on my website, building my social media channels and offering free delivery in Bristol. I talked to customers virtually all the time and by April I was in the shop weekly changing the colourful window displays to cheer up passersby,” she says.

Afternoons were spent driving around Bristol, her two children in tow, delivering beautifully packaged orders complete with handwritten notes. By May, sales had doubled again and included more orders from across the UK, and as far afield as the US, Germany and Holland.

 

I decided to focus my efforts on improving the customer experience on my website, building my social media channels and offering free delivery

Since then she has been in talks to restart the open mic nights virtually and is supporting community events like the first ever virtual St Paul’s carnival.

As of 15 June, government guidelines say that CoLab can open its shop doors to customers once again as long as strict social distancing measures are in place. But after sleepless nights chewing it over, Mahoney has decided to give up the lease on her beloved shop. “My business relies heavily on footfall and browsing, and I just don’t feel I can achieve that in a safe way right now. Two-people restrictions and one-way systems don’t feel right for our vibe.”

Despite the blow, she feels positive about what the future holds. “Online sales are really strong and I can still offer a great bespoke service to my customers, just in a different way,” she says.

Mahoney has also been offered some pitches at local markets, which she is going to experiment with over the summer. Then there are plans for a pop-up shop in the run-up to Christmas. “I have my eye on a larger space where we can emanate the CoLab vibe. That mix of my Caribbean heritage with the representation of Bristol as a colourful and vibrant party place is so special. There will be music and room for people to chill out in a safe way, surrounded by beauty.”

And by 2021 Mahoney is hopeful CoLab will be back on the high street permanently. “I’m still passionate about having a bricks and mortar shop. My community is right behind me and when the time is right we will return. This is a new and exciting chapter for my business. It really helps having brands like Visa supporting local merchants and giving us a platform and a voice.”

And so while this isn’t exactly where Mahoney imagined CoLab to be, she feels the heart of the shop is very much alive. “There is still a market for the unique and interesting offerings that I lovingly curate. The CoLab community is stronger than ever and has adapted well to the new normal.”

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