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So you're ready to ship internationally—congratulations! There's nothing like the feeling of expanding your business and reaching new customers worldwide. But navigating international shipping can be daunting, especially for small businesses.
Enter DHL Exclusive Small Business Concierge, a first-class shipping experience specifically tailored to the needs of small businesses. Our concierge service is designed to make international shipping easy and stress-free so you can focus on what you do best – growing.
Your first 60 days–it's not just business; it's personal, too
When you create a shipping account with DHL, for the first 60 days, you're part of our Exclusive Small Business Concierge service. It's like having a shipping expert at your fingertips, ready to help you navigate the world of cross border shipping, account setup, and tips and tricks so your package can go around the world, reaching its destination, worry-free.
In the weeks that follow, our concierge will be available to help guide you through:
● Proactive Monitoring: Ensure your first shipment arrives at its destination on time.
● E-Billing Setup: Help you facilitate the setup of your billing information online.
● Customs Declaration: Offer insights into customs requirements, commercial invoices, and shipping practices essential for international shipping.
● Ongoing Assistance: Order supplies, set up a regular pickup, or support with any shipping-related questions or concerns.
Going and growing global with DHL
The Exclusive Small Business Concierge by DHL supports small business growth and success. Our goal is simple: we provide entrepreneurs, like you with the insights, support, and tools needed for a smooth transition into the global market.
Ready to go global? Get in touch today!
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Xenia started her career as an investment banker. But when she was sick of wearing uncomfortable, non-durable tights, she pivoted her career to launch Threads – a brand that offers high quality, sustainable and affordable tights, and hosiery.
As the world comes together to celebrate International Women's Month, DHL wants to shine a spotlight on extraordinary women who have made remarkable strides in their respective fields. Among them is Xenia Chen, the inspiring founder of Threads and one of the winners of our SME Discover Your Next Contest in 2022. Today, we celebrate Xenia's accomplishments and highlight the innovative impact of Threads in the fashion industry.
How did Threads start?
In 2018, Xenia was working in the financial services industry at the time and would go through a lot of hosiery with work wardrobe. She was getting fed up with the number of tights she was going through in a month, because of rips and pulls in the material. Xenia found that she was either spending $10 at the drugstore for a pair that sucked or spending $60 on a pair that was comfortable and luxurious, but still had some sort of shelf life before it rips or wears out. She noticed her female coworkers were also experiencing the same frustrations when it came to their tights, whether it was about comfort or how much money they were spending. And that’s when Threads was born, the experience motivated her to start doing her own research into the hosiery industry, where she learned there were virtually no companies out there who were making tights with women in mind.
Threads was created to be different in both design and affordability. They work directly with their factory in Italy, where they can cut out the middleman, so women can get luxury tights at the fraction of the price. It was important to Xenia that women had access to affordable and high-quality tights, seeing how they are a fundamental staple to women’s workwear.
Threads’ greatest challenge and success so far in the journey
Like many other small businesses, the most significant challenge (and accomplishment) for Threads was navigating the impact of COVID-19 in 2020. Operating as a young business in an industry reliant on people dressing up, whether for outings or work, posed considerable difficulties. Xenia expresses gratitude that Threads successfully re-strategized on the fly, nurtured existing customers, identified new and unexpected customer groups, launched new products, and ultimately made it through the challenging year with the entire team intact, while also establishing a new business line. A true testament that sometimes, the best ideas can come out of times of incredible challenge.
Threads' achievements include significant media coverage from outlets such as the Today show, Fashion magazine, and Good Housekeeping. This recognition is attributed, in part, to the company's gender-inclusive policy, making Threads a popular choice within the drag and crossdressing communities, setting it apart from competitors. The brand has further diversified its product line with the introduction of fly-contour tights designed for men. Additionally, Threads has expanded its distribution network, now offering its products not only online but also in small independent clothing shops.
Xenia’s advice for aspiring entrepreneurs
“Just start! If you’ve been dreaming up something for awhile, start working on the idea now. There will never be a “perfect time” to start a business. This doesn’t mean you need to quit your full-time job – just start working on it on the weekends or at night (that’s what I did with Threads for the first year). Taking the first step is often the hardest step but also the most important! Lastly, failure is not the opposite of success: it’s a stepping stone to success.”
Learn more about Xenia and Threads at ca.yourthreads.co or on Instagram at @threads.co
My love for candles began in my early 20s; I’d always loved their beautiful smells that filled my room and their glowing ambiance. I remember I couldn’t wait to move out of my parent’s house and go to University, just so I could finally decorate my own place. The Bohemian style of decor was very popular at the time – crafted candles and earthy smells were a must-have to create a natural and cozy atmosphere. They say that your 20s are about self-discovery. You try out different paths, interests and styles, with every year of getting older also getting to know yourself deeper and closer to your authentic self. It’s our way of finding your life’s purpose – and I found mine through candle making.
In my undergrad, I studied Kinesiology. Early on in my schooling, I wasn’t sure what I wanted to do, but chose the degree based on my interests in sports and healthcare. I come from a family of healthcare professionals, so I always assumed that I’d end up working in that field as well. My parents taught me that a meaningful job is one where you can help others, and that’s what started me on my journey.
By the end of my degree, I had gained a lot of experience in sport therapy, exercise, rehabilitation, biology, etc., but the area that I became most passionate about was adaptations and accommodations for disabled people. I only had one class in my entire four-year degree that taught me about this, but when I took the class, I jumped at the opportunity to do a practicum with the Special Olympics and volunteered to facilitate a pool therapy program for a teen with Cerebral Palsy. That semester, I built a strong bond with the teen and his mother and we decided to keep swimming after my work experience contract was complete.
I was hired to swim once a week for 6-8 months of the year, and sometimes I visited their home to do some on-land therapy and stretching. We did this for 7 years, until he turned 20. Being a part of this family’s life and witnessing their dedication to making sure their son lived a full and rich life was a life-changing experience for me. In all the beautiful moments, I also saw the really hard ones: the exhaustion from medical visits, the back-and-forth for funding support, and the struggles of raising a child with a disability in a world that does not offer equal opportunities. This really opened my eyes to how hard this world can be for people living with disabilities, and their families, and it sparked my desire to find a career where I can help this community.
Milk Jar was not my first attempt at a job with my new-found passion. My original plan was to get my master’s degree in Occupational Therapy. Unfortunately, it was a competitive program and I wasn’t accepted. I was disappointed, but I still wouldn’t have traded those evenings in and out with friends for a few extra days of studying. I’m a strong advocate for living life to its fullest, so I have no regrets – and everything happens for a reason! Enter Milk Jar.
The idea of creating Milk Jar came to me, about four years after finishing school, during a time when I was feeling quite lost. I had worked a couple jobs that I cared very much about, but none of them made me feel like I was making the impact that I knew I was capable of. I was making candles in my home as a way to experiment with soy wax when I learned that burning common paraffin wax candles released carcinogens and soot into the air that could cause respiratory issues and other health concerns.
I mentioned before I loved burning candles and had them in every room in my home. Because of my family and background in Kinesiology, choosing healthy lifestyle options has always been important to me. I could’ve just started purchasing other candles made with natural waxes, but it seemed easy enough to make myself – and more fun! I quickly learned that it wasn’t that easy, but I enjoyed the process of learning how to blend fragrances, vessels, waxes, and wicks. And my favourite piece to candle making? Developing scents that capture a memory, place or feeling.
After a year of making candles and also feeling like I wasn’t connected to the disability community that I cared so much about, I decided in April 2016 that I’d start a business selling my candles that donated a portion of its profits to organizations that were doing amazing work that. I launched Milk Jar that November and reached out to the Canadian Association for Disabled Skiing and offered to donate $1 from the sale of every candle to them that following year.
I was just as terrified as I was excited to launch into entrepreneurship. I had no idea what I was doing, let alone running a business, but I was passionate about creating a company that was more than just Milk Jar. By inserting a philanthropic purpose into Milk Jar from the start, all my nerves about whether it would succeed or fail didn’t matter. It would’ve already been a success even if I donated $50. That first year we donated $2000 to CADS Calgary.
Fast forward to today and Milk Jar has donated over $100,000 to various non-profits including: CADS Calgary, Between Friends, and PaceKids Programs. Last year, we became an inclusive employer, hiring people in our community living with disabilities to help hand craft the products we make. This has fundamentally changed the culture in our company, we experience more joy at work and everyone is more motivated. We are learning from each other everyday. It’s a beautiful atmosphere to be around people that may appear different from us but recognize that we all want similar things in life. Never in my wildest dreams did I think a little home-grown business could raise this much money and touch as many lives as Milk Jar has in 5 years. I finally found my purpose – and it wasn’t something I waited to find me – I created it.
I’ve learned a lot over the years of starting and running this business, and if there is one thing that you take away from reading this, it’s to ask yourself what else? What else does your business do besides its obvious sale of product or service? What does your company stand for value, and contribute to that gets you out of bed on those tough days? And believe me, you will have them. How have you added purpose into your company that you can speak to, are passionate about, and that every member of your team can be proud of?
A business that cares will be your greatest return on investment. Now more than ever, people want to know that their dollars are being spent on companies that care about economic and social sustainability. When you show that your company is more than just the business of sales, you will have lifelong supporters that’ll be dedicated to helping you succeed.
There’s a lot of inequity in this world. Supporting an important cause that elevates your community can come in many forms: donating, volunteering, advocating, befriending, etc., and it feels really good to give your time, energy and/or money to initiatives that need and benefit from it.
I believe it’s our duty to take care of each other and our planet, and it is the way to lead a purposeful life. Owning your own business is a privilege. A privilege that should be used to make this world better for others, not to make ourselves better than others. If we could all experience the same opportunities, access and treatment, then what a beautiful world we would be living in.
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About the Author
Holly Singer is a compassionate and inspirational 32-year-old entrepreneur and philanthropist. She grew up in Victoria BC, moved to Calgary for university, and has since built Milk Jar to what it is today in what she now calls home. Holly enjoys relaxing at home with her dog Bowie and plans to do a diving trip in Indonesia sometime in the near future.
Learn more about Holly at milkjar.ca or on Instagram at @milkjarcandleco
Formula 1® is the definition of high octane sport, with a combination of expert precision, daring speed, and cutting-edge technology that has been thrilling fans since 1950. You might be surprised to know that DHL has been the logistics partner of F1® for nearly 40 years, and we’ve learned a lot in our history together that can help kick your small business into gear. But to get to the finish line, you need to get to the starting line — that’s where DHL comes in.
Before the Rubber Meets the Road
Weeks before race day, when the Ain-Diab Circuit in Casablanca or the Monaco road circuit are just stretches of asphalt or public roads without the cameras, crowds and cars, DHL is on the ground.
We’ve had the honour of delivering the cars, the fuel, the equipment and the electronics from every corner of the world that makes every race possible. Alongside the cars, we’re also responsible for delivering the media broadcast equipment that brings the race to viewers all over the world, and the hospitality equipment that helps make race weekend so exciting.
From the Track to the World
By the numbers, every year we deliver up to 2,000 metric tons of race cars, fuel and equipment – usually between 40 and 50 tons of freight per team (each car weighs a whopping 795kg!) – to 22 countries, across 5 continents.
We’re Formula 1’s trusted logistics partner for a reason: because we know how to deliver freight in record time. We keep things running quickly behind the scenes so that every F1® team can worry about their pace and the race, and every small business can worry about their growth rather than their logistics.
Shared Values, Shared Successes
The technologies, the speed, the size, and the scale of F1® evolve year-over-year, and so do the opportunities for logistical improvements. That’s why we’re so proud to offer our expertise in green logistics to help Formula 1® achieve their sustainability goals, working toward net zero carbon by 2030.
Working with a partner that’s been at the forefront of innovation, spearheading advancements in composite materials, safety, aerodynamics, and energy recovery inspires us to innovate in every way. From what we offer to how we offer it, we’re dedicated to pioneering more sustainable journeys for all of our deliveries – and to finding the best, fastest, and greenest solutions for all of our customers.
Run Your Best Race
If we’re able to deliver the world’s fastest cars safely and quickly around the globe, just imagine what we can do for your small business.
Just like a Formula 1® event, our support starts before the race does. We’ll help you identify what logistical supports your small business needs and help you put a plan in place. Whether you’re opening up shop, expanding, starting to ship internationally, or need a reliable shipping partner to help reach your global clients, we’ve got the international presence and expertise to fuel every step.
Keeping up with your industry means holding yourself to its highest standards, learning from all of the data available to you and delivering your best. Like a race crew, we know that you’re always studying and looking for new ways to get ahead. Our ever-evolving mentorship resources are designed to inform and inspire when you turn the corner. Our experience can be your competitive edge.
When you’re ready to go global, we’re already in place to deliver. Once your global network is in place, it’s time to start innovating. We want to partner with you to find new ways to do business.
Take our collaboration with Formula 1® toward being net zero carbon as inspiration – when you bring us in on your journey, we’ll find new ways to deliver as your logistics partner.
You don’t have to run the world’s fastest racing series to know the value of speed, precision, and cutting-edge technology. At DHL we know that every business — big or small — needs to have their shipping needs met quickly and carefully. That’s why we treat every package with the precision and expertise we bring to Formula 1®.
To learn more about how DHL helps keep Formula 1® running, click here. And for more small business tips and advice from us and other small business experts, check out DHL Mentorship.
Even in the digital-first world of today, a brick-and-mortar store can be a great way to grow your small business. As a tangible touch point for consumers, a retail space is the backbone of offline commerce, and, when designed effectively, can help you attract new customers. A visually appealing storefront will draw eyes, bring people in the door, and tell customers what you sell and what your brand is. A consciously designed interior will inspire customers to explore and make purchases.
I’m an Interior Designer specializing in retail spaces for small businesses. I help business owners realize a part of their dream, building beautiful spaces that inspire sales. Good design can turn browsers into buyers, and watching my clients grow their local businesses into International brands is a thrill.
As online shopping and shipping get simpler and simpler, some businesses ignore their in-house brand in favour of an exclusively online presence. But there’s really no substitute for a storefront, and these design tips will help you grow your in-person sales.
Staying On Brand
Before you start to design your store’s interior, make sure you know how your business’ brand works both on the page and in person. Shop owners often skip branding when designing their stores. This can lead to a disconnect between their spaces and their products and packaging.
Customers will feel a connection to your branding and to the aesthetic of your store. When these two elements are in harmony visitors will want to spend more time in your shop, enjoying the way the experience makes them feel. This extra time spent is key to inspiring more purchases and repeat visits.
Aligning your space and your brand helps to attract your business’ ideal customers by giving them a clear ideology and purpose to connect with. Making people feel connected and comfortable helps you to foster brand loyalty that will turn browsers into long-time customers, and inspire your fans to tell their friends. A brand and shop that work together lead to better word-of-mouth, a priceless form of marketing. A concise brand experience inspires customers to become unofficial brand ambassadors, and curating every touchpoint makes it easy for them to do so with pride.
To that end, when coordinating your brand with your points of sale, don’t forget your website. Not only is your online store a great touchpoint for customers who’ve already been drawn into your physical store, but it lets those same customers refer friends who may not be local, potentially turning your word-of-mouth buzz into international sales.
While you’re thinking about how your brand looks in your space, don’t overlook the written side of your brand’s identity (what we often call Brand Voice). You can teach customers more about your brand with tablets, touch screens, and other story-telling pieces that communicate your brand’s origins, missions, and goals. Bonus points for connecting these in-store story-telling devices to your online presence and closing the loop between the in-person and online sides of your business before a customer has even left.
Here are some things to keep in mind when planning your store design and squaring it with your brand identity:
- What kind of customers do you want to attract?
- What kind of space would inspire this type of consumer?
- Which design elements will draw people in and inspire them to stay?
- What materials will you use, and do they match your brand’s colour palette?
- Where are the best spots in your store to share your story?
Going From Selling to Merchandising
Once you’ve got your storefront designed and built, and your doors are open, you’re ready to start selling. But why not go one step further and start merchandising? Visual merchandising is the strategy by which you curate what products you display where so that they sell themselves.
Solid visual merchandising can also tell the story of how products can be used or paired together. The layout of your store and design of your displays dictates how your customers interact with your products, making your offerings more desirable and encouraging larger or more costly purchases.
Some of my favourite visual merchandising tricks:
- Aim lights at products on walls and table displays.
- Create visual hierarchy with risers and stacked products
- Group items that can be used or consumed together
- Add QR codes to displays to link to more product info
These visual merchandising tips will have your customers thinking about your store and your products long after they’ve left, bringing them back another day or leading them to buy from your online store.
Get creative and be prepared for more sales and even more shipping parcels as your visual merchandising strategy drives sales growth.
How the Right Layout Plays Out
When designing your store you want to make sure you create pathways that invite customers to explore your entire space, and dwell longer around certain products. Your layout can strategically guide customers through your entire store, past the products they need—and a few they don’t know they need—right to the cash desk!
Anticipate customer behaviour and you’re well on your way. For example, studies show that customers veer right instinctively when they enter a store. Placing your high margin or most enticing products on the right side of the store plays to this fact, and ensures everyone sees the products you want to highlight first.
Additionally, putting your most popular or in-demand products at the back of your store is a great way to lead customers past other items that might inspire an unplanned purchase.
People gravitate to items at eye and waist level. Consider showcasing high-margin products in vertical layouts and wall displays.
Leave customers space to browse. Make sure your aisles are wide enough for comfortable browsing (I recommend 42” wide aisles).
Not all layouts work for all stores. Decide if you want to lead customers through your store on a set path or let them wander freely. The best way to do this is to take the time to imagine your customers walking through your store (and don’t forget to imagine lots of clients).
Once you’ve got your customer’s pathway set, make sure you’ve got room for everyone to do their jobs. Organizing your store by product categories can help if you have limited storage space, and a well-organized back of house can make restocking far easier. An organized space creates workflow efficiencies that help everyone with their daily tasks.
Process tip: start your planning with the functional aspects of your store and then move on to the aesthetic and creative elements.
As small business owners, you have the opportunity to create the stores of the future by imagining spaces that will make the lives of your consumers better — and make their shopping experience more fun.
If you stay true to your brand, work on your visual merchandising, and plan your store layout properly I assure you that it will help turn window shoppers into customers and help your business grow from local favourite to international destination.
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About the Author
Nickeisha Lewis is an interior designer turned retail designer. She started her business NOLA Designs to help small-female-owned businesses to take their retail space to the next level so they can compete in the retail industry. You can learn more about her business here.
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Over the past decade, I have spent a lot of time learning about what it means to run my own business. I started a very small pet accessory company - DogDog Goose - in the fall of 2011 and have watched it change and grow more than I ever thought possible to where it is now — my passion and entire full-time focus. I never set out to start a business and stumbled into it by accident, but I have learned a few important lessons along the way that have helped me continue keeping myself on track and take things to the next level.
Starting out, I essentially knew nothing about launching or running a small business. My brand started as a small hobby that gave me a creative outlet and helped me get through university. I had been looking for a dog collar for our Dalmatian, Luci that looked great, was easy to use, and was durable and long-lasting. I was having trouble finding something like that in stores, so I decided to try my hand at making my own.
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I had no experience with Etsy or other online marketplaces, and I had never built an e-commerce website. I didn’t have connections or friends in the handmade community, so attending markets and events made me feel like a fish out of water. All the vendors seemed to know each other, and I tend to avoid ‘putting myself out there’ in new and uncomfortable situations. What I learned, however, is that most small business owners remember very well what it was like starting out and are happy to share some of their expertise with others around them. I also realized that there are plenty of online forums and social media groups for small businesses and makers filled with other like-minded entrepreneurs in every single stage of their businesses.
There were so many aspects of running a business besides just making the product that I had never thought of before:
- How should I attach prices and product information to my items and display them in my booth?
- What are my options when it comes to payment processors, and what are the reasons to help inform my choice of one over the others?
- When I begin to sell online, should I use an online marketplace or build my own website?
- What shipping services should I use, and can I offer my products internationally?
Lots of the answers to these questions I found out for myself through countless hours of online reading and a lot of trial and error. However, a lot of valuable information also came from fellow makers and artisans I met along the way, both in-person and online. No one can give you all the answers when it comes to your own business (nor should they), but having some trusted friends who you can bounce ideas off of or who may have a lead on a resource or contact goes a long way. Once I became a more seasoned market participant and had spent some time in the crafting community in my area, I made a point of being approachable to all makers in an effort to be the resource that I never felt I had when I started out.
Another thing I learned very quickly is that you can’t be afraid to fail — because you will fail, again and again, but that is an important part of the process. What matters more is what you learn from those failures and where you go next. Stepping outside of my comfort zone was the only way that my business has been able to grow and scale from a very small hobby to my life’s work. The entire reason my product was created was because I was trying to design a solution to a daily problem I was experiencing in my own life, and I try to apply those same principles to the day-to-day operations of my business.
One of the biggest steps I took was when I made the decision to leave my engineering career to pursue DogDog Goose full time. It felt scary and uncertain, but the business needed more of my time in order to grow and that was the only way it was going to get it. Being able to dedicate my full attention to the business meant I could grow from having a very small product offering of leather collars to several product lines encompassing everything from collars, leashes, flannel scarves, and accessories to wellness tinctures and treats for pets and a complementary human clothing line. I understood that leaving my previous career path behind me was a potentially high-risk decision, but I trusted in my brand and my product enough to take the leap. Having the support of my family and friends (and that trusted maker community) also reinforced my decision.
Lastly, I decided very early on what mindsets and values were important to me and my business, and I have stuck strongly to those ideals throughout the entire journey so far. One of the qualities of my brand that is very important to me is that our collars and leashes are made by hand with great care in our home-based workshop, the same way they have been since the very beginning. The pandemic brought an unexpected surge in order volume at the beginning of 2020, and I found myself wondering how I was possibly going to keep up with the number of items I had to make. Rather than outsourcing the manufacturing of all our main products, we invested in bigger and more capable equipment so that I could produce more items in less time with even better consistency and higher quality than before. I was also able to bring my mom, Heidi onto the team as our full-time seamstress to handle all our textile goods, such as bandanas, flannel scarves, and waste bag carriers. The fact that we make each and every collar for our customers has always been important to me, and while we have brought on additional secondary product lines and add-ons made out-of-house to complement the brand over the years, that core value of hand making my collars will always remain the same.
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No matter what stage of your business you’re in, the next steps will always come with nerves and uncertainty. Whether I was just starting out and trying to decide whether to invest in $100 worth of supplies or deciding to move into my first official dedicated workshop space to develop new product lines and order exponentially larger shipments of raw materials, I remind myself that those feelings of anxiety are a normal part of the process. They reinforce that I’m dedicated and mentally invested in the success of my business. Over the past decade of operation, I have learned more lessons than I can possibly count on two hands, but these main takeaways have really helped me take my business to the next level. Having some form of community — whatever that means to you — is so important. Being able to brainstorm and collaborate with others, especially when you’re stuck on a problem or in a rut, is a very valuable experience. Secondly, you can’t be afraid to take risks because failure is an important experience in business. And finally, once you know your core values, you can use them to guide you in all your decisions moving forward, knowing that at the end of the day, you are staying true to yourself and to your business, no matter what stage of the journey you’re in.
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About the Author
Lauren van Keulen was born and raised in Calgary, AB before moving to Edmonton to complete her education in engineering. Lauren worked in her field for four years before taking DogDog Goose full time in 2016. Currently, she and her husband, Brady live in Lumby, BC with their two dogs in their home-based workspace for DogDog Goose. Their products are sold online and through a growing list of retailers and are shipped internationally. Lauren looks forward to continuing the expansion of DogDog Goose by developing new product lines and innovative designs.
Learn more about Lauren Van Keulen at dogdoggoose.ca or on Instagram at @dogdoggoose
It’s March 18th and the pink sky dances as the sun is coming down on a cold Orangeville, Ontario evening. We’ve been working all day; I’m tired, hungry and trying to calculate how many hours of sunlight I have left before the night creeps in. We’re in the middle of the forest, loading sections of a large-scale sculpture that’ll be exhibited in Union Station in a matter of days.
It’s by far my largest project that I have been working on out of a friend's garage and workshop on a large property. I stare at the tree line in the distance then turn my sight towards the workshop behind me. My technician, looking just as tired as me, looks down at a series of prefabricated wooden modules. I inhale then exhale deeply, I can see my breath.
“How long are the modules again?” I ask.
“Fourteen feet,” he responds.
“And how long is the truck again?”
“Thirteen feet.”
So why don’t the modules fit? I went over all the details and looked at the specs of the truck and there it was hidden in plain sight. 13 feet box, 2 feet mothers cabin. Right then and there, I learned the mothers cabin is the area above a truck’s cabin head. Now how are we going to get this to Toronto? How could we make such a mistake? With the sun setting and time winding down, I began to think of the mess I was in when it suddenly dawned on me: we are not in the art business, we are in the logistics business.
This was a monumental artistic undertaking, literally. Just two months before (working on this same project), my studio coordinator daringly placed an order for 2400 train porter hats to come in from Albany, New York. Seemingly a bizarre order, the supplier initially didn’t respond because they thought a prank was being pulled on them, like we were phoning in a fake pizza delivery. We communicated that the order was time sensitive and that a lot was depending on their timeliness. Staring down the barrel of the COVID-19 lockdown and unforeseen border restrictions, I waited 9 long days with minimal to no response from the supplier or the shipping company. It was torture. I felt like my work was in jeopardy and more importantly that I was about to let people down.
I woke up with calls and emails from curators and coordinators inquiring on status updates, and I relayed any worthwhile information I had. Yet, just as it appeared all hope was lost, a phone call from a soft spoken employee confirming my order let me sleep easy for the first time in a week.
So what could be learned from all this? Do all great artists and their studios have to go through this or was this just the problem of an emerging artist? I did some research and the answer was simple. It’s a universal issue.
Crating, packaging, shipping and warehousing are the key logistical considerations for any artist or creator to consider after the creation of something. There’s a harmonious balance of things that have to go right to complete a project, and through a few crash courses, I can now list the most important things you can do to help you avoid some pitfalls:
- Identify your timeline then cut it down by 1/4: Of course, you need to know the hard deadlines of your deliverables, but if you plan to have it done early, you’ll be better off. Something is bound to go wrong, so you need to have the cushion to make sure you can deliver on time. Look at it like you’re setting your clock 10 minutes ahead.
- Measure twice order once: When dealing with any physical product, knowing your dimensions are critical. In the case of logistics: time, space and weight is money. Know exactly what you need to transport your product, or you risk overpaying for it in the long run.
- Proper packaging matters: Spend the extra money if you have to, but nothing matters more than what you are seeking to deliver. You owe it to yourself and those you work with that everything arrives as expected. Don’t let your hard work go to waste.
- Communication is key: It’s all about the relationship you develop with the team handling your logistics. They understand deadlines and communicating your specific needs will allow them to make suggestions that’ll help you deliver your work. If you keep the lines of communication open, they will be more open and accountable to you. Treat them well and they will treat you well.
- You need experience and professionalism: Everyone has an uncle or cousin that can help them deliver on a job. You have to remember that your logistics team (big or small) is an extension of your work and your business. It's important that you find professionals who treat it as such.
- Research: Make sure you thoroughly do your research on who's handling your work. Make sure they have the resources and necessary equipment to handle your order. Not all companies are created equal.
- Follow Up: Keep track of your work and inventory on what has been delivered. If you’re not meeting the work being delivered at the location, ask for a quality check. Anything with your name on it is a representation of you.
Back to the modulars that were too large to fit into the truck, it turns out fitting them on an angle was the only option. I learned then that it’s equally as important to be as creative in your solutions as you are in your professional practice. Delivering your work is like conducting an orchestra, and you alone are the conductor waving your baton around. The secret to having a beautiful symphony is having the right musicians that can deliver your work the way you want it.
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About the Author
Jordan Sook is a contemporary mixed media artist who works and resides in Toronto, Canada. Beginning his artistic career in 2015, he has since exhibited work throughout Canada in various shows, notably Union Station, Toronto (2021), Vancouver Convention Centre, Vancouver (2020) and The MacLaren Art Centre, Barrie (2017). His body of work ranges from acrylic paintings to sculptures and installations of recontextualized themes in pop culture. Sook’s distinctive personal style emanates youth and playfulness through colour, line, and form. His body of work invites us to view the world from a subjective innocence, as we experience a recollection of joyfulness and optimism relating to human infancy. Sook looks to change the landscape of Canadian art and broaden the framework and understanding of Black art as a whole.
Sook’s latest installation titled Harvest (2021) was held at the Toronto Media Arts Centre. The work explores sustainable placemaking, representation, and the future of media arts and technology among the creative space.
Learn more about Jordan Sook on Instagram at @jordansook
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For entrepreneurs, the road to success looks like a lonely one. But it doesn’t have to be. And to reach your next level, goal — or whatever it is — it’s easier when you’re doing it with those supporting you. For a serial entrepreneur like me, I’ve found that your business is only as strong as the people you work with along the way.
Success is impossible to achieve on your own, and I’m no exception. A lot of people have helped me along the way to help turn Sully & Son Co. into one of Canada’s top premium accessory and footwear brands.
I want to share some of the lessons I’ve learned about surrounding yourself with the right people, both personally and professionally, and how networking and collaboration has helped me take Sully & Son to its next.
Tip 1: Strategic Collaboration
Collaborations are an incredibly valuable way of introducing your brand to potential customers in new, unexplored demographics. Finding a brand that shares your values and is working towards the same goals as yours can be a challenge, but if you have a product or service you can stand behind, you’ll draw the attention of potential partners that will be a good fit.
It isn’t easy to find that perfect partner without having a solid grasp of what it is you do best. Find your thing and use it to stand out from the crowd. Because once you do – collaborations can really take your growth to another level.
There’s never a bad time for a brand to try and form a strategic partnership. As long as both parties can fulfill their part equally, there’s no question that it will be a mutually beneficial situation: a true win-win.
Tip 2: Bringing on your brand champions
It’s important when finding people to promote and grow your brand, that they actively want you to succeed as much as you do.
And when it comes to presenting your brand to the world, your brand champions become even more integral. Here are some tips I’ve learned about finding vendors and collaborators to work with to help make my brand shine.
Bloggers/Stylists
When finding the right stylists for your products, try to seek out those with some good credentials. Stylists that have more experience tend to have more access to what we are constantly looking for the most, and that’s exposure. Most importantly, access to the right opportunities can lead to the right personality endorsements.
If you’re working with someone new and on the rise, just make sure you have great chemistry and that their hunger to prove themselves (and ultimately your brand) feels right.
Photographers
There are thousands of talented photographers out there and choosing the right one for you might feel impossible. But that’s where social media can be your best friend. There’re plenty of professional photographers who use specific hashtags – such as #advertisingphotographer or #photoshoot – that could be a good avenue to finding someone you’d like to work with. On the flip side, your social pages are also a great way to showcase the creative vision of your brand to photographers interested in working with you.
Brand Reps
You can’t be multiple places at once, so when you’re able to find someone to carry your water in different markets, it can be a true game changer. Again, it’s about finding the right people who you jive with and get a good sense that they’re actively part of your team. Start by doing your research. You’ll be surprised what you can find online if you actually take the time to look. The fashion landscape is ever changing and so are the reps that are constantly looking for new product!
Press & PR
There are lots of ways to hustle and get your name out there. I know people who approach journalists, bloggers, and influencers in hope of getting your brand out there. I’m fortunate to be at a stage where I have a publicist who handles those matters for me now, but if you’re new to the industry, I suggest focusing on your social media and making sure its tight! These days press will come to you if you have the right stuff.
Tip 3: Support Networks
Family
Having a supportive family network has benefits that go just beyond your business’s bottom line. When your family is in your corner cheering on your success, any challenge becomes more manageable. My family cheered me on from day one. They’re entrepreneurs themselves, they always got it and have supported me 100%.
But what about working with family? I think you can tell from the name of my company that I’m all about working with family. My son may only be two and a half, but I can already see the budding entrepreneur in him. I can’t wait to see where it takes him. They say that the apple doesn’t fall far from the tree and in this case, that couldn’t be truer! He’s well aware of what his daddy does for a living and he’s right there in the mix with me. I look forward to seeing his creative genius flourish regardless of the direction it takes him.
Community
The business community is just that — a community. That means there are a wealth of resources to help business owners manage challenges, get advice, and find collaborators. Finding that community and the tools that come with it is a definite key to success.
It’s a different landscape now. When I started out, there was a lack of information; a lack of knowledge. But resources like DHL Mentorship are special because it’s information, tips, and advice coming from people who’ve been there before. It’s the coolest thing to get that type of information readily available to people like myself who are always learning, listening, and trying to find a better way to do what we do.
Tip # 4 Networking, Networking, Networking
Surrounding yourself with knowledgeable, supportive, and like-minded people is a major step towards finding your next. The power of connecting with people and growing your network cannot be overstated. The vision for your business may come from one person, but the more people who share it, the more likely you are to succeed.
About the Author
FGI Visionary Award Winner, George Sully is best known as the original maker of the Star Trek Discovery Starfleet boot. Sully is also a Bata Shoe Museum inductee, the creator of Black Designers of Canada, and co-founder of House of Hayla and his newly minted accessory brand Sully & Son Co., which can be found in both Hudson’s Bay and Harry Rosen.
Learn more about George Sully at Sully & Son Co. or on Instagram at @realgeorgesully
As I’m sure any fellow small business owner knows, coffee is something we consume when we’re tired, overwhelmed, underwhelmed and frankly, bored. Coffee is a comfort consumable, and if we were able to have an IV of it to get through the late night work sessions, we’d probably take it.
I’m not an advocate for hustle culture, but it’s certainly something ingrained in me as a child of immigrant parents. Hustle culture can be mentally exhausting, and often, you end up beating yourself up over not achieving someone else's definition of “success.” Immigrants, like my parents, didn’t have any choice but to hustle. However, as a millennial growing up in Canada, my choices looked very different.
Starting a coffee brand definitely wasn’t what I had in mind when I was growing up. Coming from an immigrant family who escaped war and terror in Vietnam, all you would hear at home is “go to university! be a doctor! be a lawyer!” I was conditioned to think that those types of careers were the only way to become successful and ensure a happy and stable future.
I don’t blame my parents at all for thinking this way. They never had a chance to go to elementary school, let alone university. They wanted to guide me in the direction of their idea of stability — a future that wouldn’t require the struggles they had to go through coming to Canada, not knowing any English or having “desirable” skills.
So, I did what I was told and went to college for AutoCad Drafting and Design and completed an 18-month diploma program. I furthered my education by attending a 2-year Interior Design program and spent an entire semester practicing drawing straight lines because we were advised we needed to know how to draw blueprints without a ruler. Then there was that class about the history of colour. Needless to say, I was uninspired and unmotivated. I knew it was time to pursue a career I was passionate about, so I started a business focusing on the one item I spent most of my days purchasing — coffee!
While most of my friends and cousins continued their education in either college or university, I spent seven months sourcing LAM Beverages’ coffee and packaging, and planning the e-commerce site, freight, and launch of the brand. I kept my head down and didn’t tell anyone about my idea. Not because I thought someone would steal my idea (every second there’s someone somewhere in the world probably thinking of your business idea), but because I didn’t want anyone to sway me from launching my business. I didn’t want to hear any negativity. I wasn’t doing what was considered normal in anyone's eyes. I knew I just needed to launch and roll with the punches.
On September 21st, 2020, I launched LAM Beverages. A few hours went by and there were no sales. I was getting worried. Did I plan incorrectly? Did I hype up my audience enough before launching? Is this why my parents told me to go to med school? I closed my laptop and decided to focus on other things. By the end of the day, I received my first 10 sales. I was overjoyed!
It still wasn’t the right time to tell my parents yet. I knew that if I told them about LAM Beverages, they’d ask me if I’d be confident surviving off a paycheque from the business — and I wasn’t even thinking about taking a paycheque for the first year. I needed to reinvest every penny I made back into the business, so the answer would have been, “no, I cannot survive solely off of the business at the moment.” I kept my full-time job instead and put in full-time hours for LAM Beverages as well.
After the first month flew by, I began to feel comfortable telling friends and family about LAM Beverages. I was honestly scared to let anyone know about my business until I had valid social proof. Most importantly, I didn’t want to disappoint or embarrass my parents. I didn’t want them to know that I had spent the past seven months planning a business that might’ve turned out to be a failure.
In East Asian culture, unfortunately, it’s very common to compare your children to another child’s success. We don’t talk about this enough because it’s taboo, but it’s a terrible and incredibly uncomfortable experience. I didn’t want to be that child who didn’t go to university AND had a side gig that flopped who my parents' friends would use to compare their child to. I wanted to make my immigrant parents proud. I wanted them to know that everything they’ve done to come to Canada and provide for their family had worked — that we are now living the Canadian dream: happy, safe, healthy, pursuing our dreams (whatever that may be), and trudging steadily toward our goals.
Fast forward a year later, my parents are happily involved; they occasionally accompany me to my trade shows and assist me with unpacking my inventory, packing my orders, and helping me with anything I need. I love being able to discuss my business with my parents every week and get their opinion on new product samples. I love being able to share this entrepreneurial journey with them.
I realized this fear that I had about being a disappointment to my parents was solely my own reflection of myself. I thought I wasn’t confident that I would do well in their eyes. This was a self-defense mechanism I had created in my own head. It wasn’t because the business wasn’t doing well, it was because it wasn’t doing well enough in my own eyes.
Rome wasn’t built in a day and your family and friends don’t expect it to be. Trust in the process and believe in yourself. That is all that matters.
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About the Author
Learn more about Christy at www.lambevy.com or on Instagram at @LamBeverages
If you’re an e-commerce seller, there’s an important statistic you should know: online shoppers are 70% more likely to finalize a purchase if their preferred payment method is displayed as an option at checkout1.
That’s a significant number. By the time your customers have reached the payment stage on your e-commerce site, you’ve already done much of the hard work of engaging them with your brand. Yet, if you’re not offering an adequate selection of payment options, you risk losing a vast number of them at the final moment – i.e. the dreaded cart abandonment.
To secure the most sales, you need to ensure your site has capabilities to support those payment methods which are most popular with online consumers. Of course, there are the obvious ones – think credit cards and PayPal – but global spending via “Buy Now Pay Later” services is expected to quadruple between 2021 and 20262.
Add in the fact that international customers’ preferences for payment methods vary from country to country, and it can suddenly seem a little overwhelming knowing which ones to incorporate into your e-commerce checkout. Luckily, we’ve done the research for you…read on for a breakdown of all you need to know about e-commerce payment options.
The Best Payment Methods For E-commerce
1. Credit Cards
As an e-commerce merchant, you should be offering your customers payment by credit card as standard. Globally, credit cards are the second most popular payment method, preferred by over 22% of consumers3 – although their popularity is beginning to wane as more shoppers switch to digital wallets and Buy Now Pay Later options.
As credit cards are regulated by compliance standards, they offer both the buyer and seller reassurance that their transactions are secure. Many shoppers are also incentivized to spend on credit cards to have access to their bank’s reward programs.
Tip: Stripe for Credit Cards
Stripe4 is one of the market leaders for processing online merchants’ credit card transactions. It’s a fast and easy-to-implement payment method, and offers competitive rates for small businesses. The platform also has a wide range of additional features including a customer interface toolkit, financial reporting, and buy buttons for mobile apps.
2. Digital / Mobile Wallets
Digital and mobile wallets (also known as eWallets) are forecast to account for over 53% of global e-commerce payment transactions by 2025, making it the most popular online payment method worldwide5.
Digital wallets act like a prepaid credit account, storing the customer’s personal data and funds. It's quick and easy; they are redirected from the e-commerce site’s checkout to the digital wallet’s page where they can simply log in with their existing username and password to complete the purchase. This is particularly handy for those shopping on mobile, where a smaller screen can make the prospect of filling in multiple details particularly unappealing.
3. Buy Now Pay Later Options
Buy Now Pay Later (BNPL) services are becoming increasingly popular with online shoppers, so if you’re looking to increase your conversion rate, they're worth considering.
With global inflation and the cost-of-living crisis impacting consumers, it’s no wonder paying in installments is an attractive prospect right now. A recent survey16 found that this year, four in ten consumers plan to pay for their holiday shopping with a BNPL service. Gen Z will be the biggest users (48% of respondents), followed by millennials (47%) and Gen X (40%). In contrast, only 14% of baby boomers intend to pay this way.
The three most frequently cited reasons for using BNPL services are: 1) To avoid paying credit card interest; 2) To make purchases that otherwise wouldn't fit in my budget; and 3) To borrow money without a credit check17.
In general, this is all good news for e-commerce merchants. BNPL incentivizes customers to buy, boosts conversion rates, and increases average basket sizes by 20–30%18. It will also drive up your customer lifetime value – once your customers know you offer a BNPL option, they’ll come back to you for their next big-ticket purchase.
Beware though, there are some downsides – namely, you’ll have to hand over a percentage of sales generated. You’ll need to do some cost scenarios to find out if the benefits to your business are likely to outweigh the fees.
Let’s look at a few of the BNPL options out there:
4. Cash On Delivery
As the name suggests, cash on delivery is a transaction where the recipient makes payment for goods at the time of delivery. It may seem an unusual concept to consumers in the West, but in a large part of the world it’s still an everyday process.
In fact, the “cash” part has evolved to include other forms of payment. Some of the leading online marketplaces have capabilities to support digital payment on delivery options. Amazon, for example, offers Pay on Delivery for all items that are Fulfilled by Amazon. A delivery agent will take a package to the customer’s door, and then wait whilst the customer either completes an SMS pay link-based payment using their credit or debit card, or hands over cash.
There are signs this payment method is on its way out though. By 2024, cash on delivery is forecast to be responsible for just 1.7% of total global e-commerce purchases (down from 3.3% in 2020)22. As digital infrastructure in developing markets improves, online shoppers there are becoming more comfortable with paying at the time of purchase via credit cards or digital wallets. The pandemic and subsequent hygiene concerns have also nudged the exchanging of physical money out of favor. Still, in certain markets such as India, Latin America, and some parts of Africa, there is still demand, so do your research.
E-commerce Payment Processing: Three Takeaways
The more options, the better. Offer your customers a wide choice of payment methods at checkout and they’ll be more likely to complete the purchase.
Customize for international customers. Do your research to find out the most popular payment method in the market you’re selling to. And don’t forget to ensure your e-commerce website defaults to the local currency when displaying prices.
Keep it simple. “Guest checkout” and autofill will keep the checkout process quick and pain-free for customers.
E-commerce Payment Methods: FAQs
What are e-commerce payment methods?
E-commerce payment methods enable online shoppers to pay an e-tailer for goods or services. They include digital/mobile wallets, credit or charge cards, debit cards and bank transfers. The seller uses a payment method platform which allows them to accept some or all of these payment methods – ideally, as many as possible so the customer can choose the one that suits them.
What is the best payment method platform for e-commerce?
There isn’t a single best payment method platform for e-commerce. There are so many, with different features and benefits, that you really need to research which is most suitable for your particular business. Shopify, Stax, Stripe, 2Checkout and Square could all be worth thinking about, but there are many others to consider too.
What is the most popular online payment service?
Currently, the most popular online payment service is the digital wallet, PayPal. However, there are many newer wallet services set up to eventually challenge PayPal, such as Apple Pay. Buy Now Pay Later installment payment services, such as Klarna, are also gaining rapidly in popularity.
References
1 - 2Checkout blog, June 2020
2 - EuroNews, December 2021
3 - Statista, November 2020
4 - Stripe
5 - Statista, November 2020
6 - PayPal
7 - Statista, February 2021
8 - PAYMNTS.com, May 2018
9 - Amazon Pay
10 - Shift 4 Shop blog, March 2018
11 - Apple Pay
12 - Google Pay
13 - Alipay
14 - Tech Wire Asia, August 2022
15 - Meta Pay
15b - TechTarget, June 2022
16 - Bluedot survey, Retail Dive, October 2022
17 - The Ascent survey, Forbes, November 2020
18 - CNBC, September 2021
19 - Klarna
20 - Klarna quote, Big Commerce, Accessed February 2021
21 - Clearpay
22 - Statista, November 2020
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As an entrepreneur, it’s not easy to watch businesses struggle to pivot and adapt many times over. Repetitive challenges are no doubt frustrating, but it’s an opportunity to recognize that collectively, business owners are building a new level of resilience and determination. With that, there is a unique opportunity to deepen authentic connections with our communities and team members. You might be wondering: How can I strive for sustainable balance and ensure my mental health is a priority while keeping things in flow?
A great place to start when it comes to maintaining a positive relationship with yourself, your team and your customers is through these five steps:
1. Address and unpack emotions
In the current climate, business owners are faced with several layers of tough decision-making that require heavy-duty leadership. From readjusting staff to staying on top of restrictions, we’re all running full steam ahead while attempting to stay afloat and avoid being overwhelmed. With that in mind, the only way forward is through. Addressing how you and your team are feeling is crucial to laying a solid foundation for next steps – it starts with acknowledging the realities of emotional impact. Whether through daily check-ins or weekly meetings, cultivating a culture of compassion goes a long way.
While addressing feelings is a solid starting point, following that up with a refreshed mindset is necessary. A relaxing break from daily tasks can help reset your mood while promoting positive wellbeing and reducing stress1. Creating a pause mindset can simply be taking 30-60 minutes every day to go outside, stretch, or practise meditation – and allowing your team to do the same. Cultivating an environment for you and your team to feel comfortable taking breaks can improve mental health overall.
2. Connect with other entrepreneurs
Navigating isolation in this experience is extremely common, especially when you’re running a business. In stressful times, consider seeking advice and support from others around you. Asking for help doesn’t always come naturally, but connecting with other entrepreneurs might give you the fresh perspective, insight and comfort that you didn’t know you needed.
3. Hone in on transparency and communication
Businesses today are being held to a higher standard and consumers are carefully choosing where to spend their dollars. No matter what industry you’re in, it’s really important to evaluate the presence that your business has and, as an owner, you have the chance to peel back an extra layer of transparency — specifically with online content — when it comes to communicating with your customers. Despite the fear that many entrepreneurs have about sharing “non-business related” content, leaving your audience in the dark can do more harm than good. With transparency comes the chance to build trust and embrace authenticity.
To foster genuine connection, think beyond what you sell and consider the needs and desires of those you are selling to. There’s a lot of value in temporarily pausing the marketing emails and salesy social posts to genuinely reinforce your relationship with your customers. In fact, nearly two-thirds (64%) of consumers want brands to connect with them2. So not only does transparency in business strengthen accountability, but it can also improve efficiency and generate better performance3.
4. Acknowledge your wins
Constantly striving to make your business the best it can be, has its advantages, but celebrating wins (no matter how small they may seem) will fuel you with the energy you need to push forward. You might consider times you reached your target revenue or had a big launch as wins – but the day-to-day moments of progress are equally important.
Maybe you shifted your products online or grew your social media presence – it might not seem innovative, but they are still achievements worth celebrating.
Consider setting a goal of daily journaling to keep track of one thing you did that was outside your comfort zone, one thing you are proud of and one thing you want to work on. Being a business owner, especially in these times, relies on hard work, determination and perseverance — remind yourself that there is significance in each day.
5. Don’t be too hard on yourself
Have you heard, “it’s time to pivot?” way too many times over the last few years? I sure have! Entrepreneurs are the rocks of their businesses, and that often means juggling several too many tasks at once. It’s important to recognize that no matter how many backup plans we have, sometimes uncontrollable and unavoidable circumstances arise. It’s okay if you don’t have solutions to every possible scenario right away. The road ahead is a marathon, not a sprint.
Learn more about Coach Carey at CareyCoach.com or on Instagram at @coach.carey
REFERENCES:
- The Wellbeing Thesis, accessed December 2021
- Sprout Social, accessed December 2021
- Devon Maloney, Slack, November 2019