Throughout the last six months, we've been continually amazed by the resilience and inventiveness of our customers, who have each weathered a storm nobody could have predicted.

Now these businesses are reemerging, and finding new and innovative ways to operate, we want to share some of their incredible #BounceBackStories!

Hero Customers v5

Bounce Back Stories

Incognito Cocktail Bar

The customer experience

Royal Quarter

A story of business transformation

The Aviator Gin Bar

Building awareness on social

Lovat Parks Group

Putting health and safety first

Northern Edge

Takeaway & Delivery
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Incognito Cocktail Bar

Chadwick Smithfield is the owner of Incognito Cocktail Bar, a venue located in Winchester, England, which reopened its doors on July 4th.

For Chadwick, the reopening taught him a valuable lesson about the importance of the customer experience: "I think my best advice for businesses returning from a #COVID lockdown is to remember that every customer that walks through the door is doing so as a sign of support for your business, and that they should be greeted with a smile and a thank you".

Safety, too, has been a major focus for Incognito. Reducing capacity and using handheld ordering devices has been key. "The Epos Pockets have helped us to operate under social distancing measures".

"They help us minimise floor traffic and crowding around the tills, helping us look after the safety of our customers and staff".

Follow Incognito here

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Royal Quarter Group

Located in the heart of central London, the Royal Artisan Bakery was fortunate to remain open throughout the lockdown, offering takeaway and home delivery services, operated by their own waiting staff.
By remaining open, the bakery became an important local hub, providing the community with much-needed artisan delights. "Since we managed to stay open through lockdown we have been overwhelmed by gratitude and support that we have received".
The success shown by the bakery has led to the transformation of the entire Royal Quarter.
"As the future of restaurants has become uncertain, we have taken the decision to transform the Royal Quarter Cafe into a Natural Food Hall...This new concept will provide ready-made meals, both hot and cold that will continue to carry our ethos"
The Royal Quarter will no longer provide sit-down services, but will instead double-down on the typical one to one service that has become a hallmark of the space.
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The Aviator Gin Bar

The Aviator Gin Bar was set to open just as the COVID-19 lockdown took effect in the UK. Despite the enormous setback, owner, Wayne Richardson and his business partner used the hiatus as an opportunity to refine their business model, ultimately taking it to where it is today. 

Wayne explains: "In between building The Aviator Gin Bar we used our distillery which was commissioned on the 17th of march 6 days before lockdown, as we could not open our bar we made best use of the time to perfect our Gin range and sold it via our website and more importantly our social media channels, with local delivery."

A truly one-of-a-kind venue, the serving bar is made from a Boeing 737-300, and the back bar area - which acts as a focal point - was formerly a rear galley section from an Airbus A320. 

When asked about the lockdown experience, Wayne emphasises how they used the disruption to consult their customers. "During the lockdown period we listened to our customers and took on board their suggestions in terms of flavours and bottle sizes, we also took our time to perfected our range of cocktails using our own Gins as a base".

"As people had followed our progress on both the distillery and The Aviator Gin Bar build on social media during lockdown we have gained a loyal following both locally and nationally which has helped our business get started after the lockdown restrictions were lifted".

Follow The Aviator here

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Lovat Parks

Lovat Parks operates a number of tranquil parks in some of the most scenic parts of the UK. The idea behind Lovat parks is simple: to create a real sense of community within and beyond its parks, and to provide people with the freedom to quickly escape to the great outdoors, relax, recharge and explore.

Lovat Parks is unique in that it's BCorp certified. As the first campsite operator in the world to receive the accreditation, it hopes to build a more inclusive and sustainable economy that works for all.

As each of its parks reopened following the lockdown on July 4th. The group was part of the ‘Good to Go’ initiative from Visit England, and followed the recommendations from its trade body, the British Holiday & Home Park Association.

Safety was a key priority. Lovat commissioned an external health and safety expert to conduct a full Covid-19 risk assessment before any of the holiday-maker parks were opened. 

Lovat also used the latest technology to reopen safely and effectively, choosing to purchase a handheld device for their Green Hill Farm site. Lovat campers "benefited from the speed and precision of the Epos Now system, which meant less waiting time in the busy cafe-bars". 

Follow Lovat Parks here

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Northern Edge Coffee

Having been roasting speciality coffee since 2015, Northern Edge Coffee was in the process of opening its Coffee House when the lockdown was announced. Plans for the grand opening ground to a halt, although their postal delivery service remained open, with orders being taken through the website. 

Things quickly gathered pace, however, and by mid-may, they were able to launch a small takeaway service before officially opening their doors on August 1st. 

Upon opening for delivery, Northern Edge took a number of steps to ensure the safety of staff and customer alike. Collection points with 3 metre spacing were set up to ensure social distancing, and transactions were kept clean, safe, and secure with contactless payment.

“There have been many unforeseen challenges but we’ve enjoyed adapting and getting creative in these strange times. The local support has been phenomenal and has proved good coffee really is a luxury. Our best advice to others in business is to do something you’re passionate about and don’t be afraid to work hard to make it happen.”

Follow Northern Edge here

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Caudwell’s Mill

Caudwell's Mill in Derbyshire tells a "bounce back story" with a difference. In fact, it's not really a bounce back story at all... 

Caudwell’s Mill is a unique, Grade II* listed, historic, water turbine-powered, roller flour mill. Powered by water from the River Wye, one or more mills have stood on this site for at least 400 years.

The COVID-19 lockdown actually saw the historic mill experience its busiest ever period. With demand soaring, the mill's staff worked harder than ever, producing around 12,000kg of flour at their peak, up from 350kg prior to the lockdown. 

Such was the demand that Caudwell's Mill hired more staff and implemented longer days. To satisfy customers further afield, they established an online ordering and delivery service, available through their website. 

They also sold items for five other local businesses (at no extra profit to Caudwell's) who would otherwise have been forced to scrap their stock. 

To do this, their Epos Now system proved to be instrumental. "We set other businesses up as distinct categories on the till so we could record their sales easily, and they could invoice for their sales at value...the system worked really well". 

Caudwell's Mill is proud to be among the many independent businesses that adapted faster, and worked harder and kept communities stocked throughout the lockdown. At Epos Now, we're delighted that our system played a small part in helping them to do this, and we're equally proud to support businesses like Caudwell's Mill. 

Follow Caudwell's Mill here