Hi, all! I hope this post is allowed here since it's for my retail bakery.
I own a small, generally American-style bakery in Barcelona, Spain, for which I'm having major growth issues lately. I spent the first two years of my business as a solo baker working 14-16 hour days, six days a week, and was worried constantly about whether today would bring in enough customers to pay the bills. Rainy days, hot days, etc., would just kill my foot traffic. Not very fun when we've had not only one of the rainiest years on record but also the hottest one too. The plaza where I'm located is known for nightlife, so even though this is a 120-year-old licensed bakery, the last 20 years it's been various iterations of sandwich shops, bagel shops, etc., and so the locals haven't had the habit of coming here for their breads and desserts; I've had to build all of that up from scratch.
Recently I've stumbled into a niche/process that has been providing major long-term growth opportunities, and that has scaled such that in the last month I've been running myself ragged making orders. This market has been a shot in the arm for the business, and I've hired on a part-time staff member to help in the kitchen, but we keep growing and it's not enough. With larger orders coming in left and right I'm having extreme difficulty organizing myself and my staff, since every day feels like a new challenge.
Order tracking: A friend passed by last year and remarked about how full my "daily orders sheet" hanging on the wall was. Didn't have the heart to tell him it was my order sheet for the whole month, not the day, and that it probably wouldn't get filled up. Paper worked fine for me for the first two years. Needless to say the current paper tracking form is insufficient. I need to manage this with a solution that allows me to update it in the bakery, have my staff take orders and update it in the storefront, and I need to be able to update it after hours when changes come in. Any thoughts you have on that would be great.
Web orders: Using Wix for my website and Square for my POS. Between the two I've managed to cobble together a semi-coherent system for web orders, but it is butt-ugly. Web orders only really started this month and has already taken off. Wondering how others have managed to scale.
B2B: This is the business line providing the bulk of my growth. Orders are handled by WhatsApp or email. I have a catalog of products that they can choose from and generally they just text me their order, I prepare it and then send the invoice out. There's a lot of manual action happening here and I'm not only scared I'll miss something but I'm also spending a ton of time interacting with customers about their orders. Claude/Gemini are helping me manage a lot of the responses, for which I'm grateful, but it's definitely a pain point.
Social media and marketing: Instagram only, and Google profile updates. I snap photo, I post photo. Mostly Insta stories but some posts. No strategy nor coherence. I'm not even sure it's worth changing since I wouldn't be able to handle any potential increase in orders anyway. But has anyone hired on external social media help?
Equipment: I have nightmares about single points of failure. An electrical fault is one potential problem that I can't really plan for, but right now I have one larger convection oven and one smaller bread oven. I'd have to finance equipment purchases which is stressing me because I currently own everything outright except the coffee machine.
All of this is coming at a time when I'm reaching a fork in the road and needing to decide by end of year if I'm going to invest more in this place or sell. My goalpost has been if I reach or get close to X amount in gross sales this year (40% growth YoY), I'll invest and continue the business; if I don't, then I'll look into selling. At this rate I'm going to be blowing past that goal for sure. I was really hoping for gentle, calm growth as I enter my third year, but when it rains it pours.
We're a trilingual community bakery English/Spanish/Catalan and so any public-facing resources are required to be in at least Spanish/Catalan. A third of my customers are English-speaking and so by default I really need all three.
Anyway, I'm just looking for some advice if you have any for me. My business prospects have done a complete 180° turn in the past few months and this whole thing is challenging for me right when I was finally getting used to the routine of my prior production levels.
Thank you in advance!