That it has been a tough year for the high street is beyond doubt.

But Richmond's premier footwear and care shop pulled out all the stops to ensure it continues to thrive.

Foot Solutions in Red Lion Street aims to relieve people of the pain and discomfort of common foot problems.

It sells well-constructed, fitted footwear and custom-made arch supports – using digital mapping technology to determine exactly which parts of your feet need extra support.

Speaking with us, the shop's owner Gabriel Irwin shares his priceless tips about retailing in the age of covid – and making a success of it.

Maxing out on hygiene and safety

Gabriel's goal was to return after the lockdown-enforced closure with his spacious shop sparklingly clean.

"We have chosen to take a bullish view of the whole thing and we used the lockdown to invest in the business. I think the businesses that are committed to surviving and plan accordingly are more likely to survive," he told Richmond Nub News.

"We re-did the lighting and some interior decoration, invested in screens and PPE (personal protective equipment). It was very hard even to get hold of this stuff at the beginning."

Essentially, the shop aimed to "reopen on the front foot" – excuse the pun.

"We did a bit of research into consumer attitudes to shops reopening," Gabriel continued.

"And we found that half of the public were worrying about going out again, so we decided to max out on our measures to reassure people and show them we're doing the right thing."

Customers have their temperature taken as soon as they walk in and they can sanitise their hands and take a face mask if they haven't got one.

Inside, Perspex screens are used to separate employees from customers as they try on shoes.

A town of walkers

Gabriel said customers are making the most out of more infrequent trips to his shop – by spending more than before.

"I think it's paid off," he said.

"Our footfall is down quite sharply for the moment but when people come here they spend more willingly than they used to. Before the crisis, we used to see browsers. Now people come because they've decided they need to."

In the early days of lockdown, many people were using their allotted daily outing to go for a long stroll and it sparked a newfound interest in walking.

This has brought new customers to Foot Solutions looking for quality products and specialist advice.

Benefitting from support

As well as enjoying a business bounce from walking becoming a more popular activity, Gabriel is thankful for the outside support he has received.

"We've had help from a number of different sources: we've worked with our suppliers to improve our credit terms," Gabriel said. "We've had an understanding landlord, help from government and we've had our commercial rates cancelled for a year.

"We've also had a lot of help and advice from Richmond BID (Business Improvement District)."

A couple of BID initiatives he highlights include a risk assessment framework template that it offered to shops, and the introduction of the Safe SPACE scheme, reassuring people that they can shop without fear. "I think that's helped to bring people back to Richmond," Gabriel said.

From advising to running

Richmond's Foot Solutions store is a part of a US franchise network based in Atlanta, with UK shops in Glasgow and Plymouth.

But it might not be here today if not for a chance encounter in 2012 that led Gabriel to buying the franchise out of administration.

"I was going down Oxford Street one day and bought a pair of MBT (Masai Barefoot Technology) trainers and I was very badly served," he recalled.

"As I was leaving I thought, 'There has to be a shop to provide people with proper footwear solutions'. A few weeks later I took over this business."

It was a major change of direction for Gabriel who worked in the City throughout his career and had more or less retired by this point.

"All my working life I've been advising people how to run their business so I thought it's about time I had a go!"

Up Close With

[i]We have produced features with all of these well-known faces and businesses in Richmond. Click the links below to read them.

Makers of 1,000+ free masks for Richmond key workers

Wine and yoga specialist Sparkling Sophie

The newsreaders of Richmond Talking Newspaper

Artisan stallholders at Duck Pond Market

Police chief Sally Benatar on her love for the job

Richmond Nub News aims to support every part of the community – from cafes and shops, individuals and charities, clubs and sports teams.

Is there someone you would like us to interview? Drop us a message on social media or email [email protected]

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