It takes more than talent to run a specialty retail shop.

At Higgins Glass Studio, a nationally recognized fused glass art studio and retail shop in Riverside, Illinois, Jonathan and Louise Wimmer carry on the legacy of founders Frances and Michael Higgins, trailblazers in modern glass design. Together, they manage every aspect of the shop themselves, from sales and customer service to repairs, storytelling, and display. 

Their hands-on approach is a testament to what’s possible when independent retail is driven by passion, precision, and a deep connection to craft.

We’re going behind the scenes at Higgins Glass Studio to see how multi-tasking in independent retail brings creativity, legacy, and craftsmanship to life.

1. Be Ready To Do It All 

At Higgins Glass Studio, there are no departments to delegate to. It’s just Jonathan and Louise managing every detail of the business, every day. They open the doors in the morning and take care of everything from phone orders to product repairs. 

On any given day, Louise might start by cutting and fitting a piece of glass for a long-time customer, only to pause and greet someone who’s visiting the store for the very first time. Meanwhile, Jonathan may be juggling online order requests or helping a caller identify an older piece passed down from their family. 

As Jonathan puts it, “We all can do this and that and everything else. It’s a little bit of everything. You have to have a little bit of a skill in every little aspect of Higgins Glass.”

For retailers with limited resources, multitasking works best when it’s intentional. At Higgins Glass Studio, the Wimmers show how to prioritize customer needs, batch routine tasks, and find small efficiencies. Success isn’t about more staff, but about clear priorities, flexible routines, and putting care into every task.

2. Use Product Knowledge To Build Trust

At Higgins Glass Studio, multitasking goes hand in hand with understanding the product story. Nearly every piece on the shelves was made using the same fused glass techniques pioneered by Frances and Michael Higgins. Today, Jonathan and Louise carry on that tradition, and their deep knowledge of the studio’s history is one of the most powerful tools they bring to each task and customer interaction.

As an independent retailer, multitasking is most effective when it’s powered by product knowledge. At Higgins Glass Studio, the same person answering the phone might also be wrapping a purchase, guiding a repair, or sharing the history behind a design. This blending of roles doesn’t dilute the experience; it enhances it. 

Customers gain a story, an education, and a personal connection all in one. That’s the true advantage of multitasking in independent retail: when every task is backed by deep knowledge, each interaction feels more valuable, more authentic, and more memorable.

3. Make Customer Interaction a Priority

At Higgins Glass Studio, multitasking often means switching seamlessly between roles. Jonathan and Louise’s ability to thoughtfully interact with customers and guide them through choices, whether it’s colors, patterns, or current trends, while also managing sales, repairs, or framing, shows how product knowledge and customer care are woven into every task. 

Many of their visitors have been coming back for decades, often introducing new generations to the shop along the way. That kind of staying power is the result of their meaningful, human interactions that build trust and emotional connection. 

Here are a few ways they cultivate long-term relationships:

• Remember customer stories and preferences. Whether someone mentions a family tradition or a favorite pattern, Jonathan and Louise make a point to listen and recall it in future visits.
• Offer repairs, framing, and thoughtful services. Rather than turning away older or broken pieces, offer ways to restore and preserve items to deepen the bond customers have with them.
• Treat every item like it matters. If it’s a small trinket or a family heirloom, treat each piece with care and respect to reinforce the emotional value for the customer.

This is what multi-tasking in independent retail looks like when it’s done with purpose. It’s about building a sense of community through everyday moments of service.

4. Stay on Top of Operations and Maintenance

At Higgins Glass Studio, Jonathan and Louise manage not only sales and customer service but also the behind-the-scenes details that keep the business running. They handle everything from changing light bulbs to fixing equipment. Because the studio is both a retail shop and a working glass studio, maintaining a clean, functional space is a constant challenge. 

Managing day-to-day responsibilities is just as important as the art itself, and they know that the little things create the environment where customers feel comfortable and cared for.

As an independent retailer, this is a reminder that operations and maintenance are part of the customer experience. A clean, orderly, and well-maintained store signals pride in your business and builds trust with visitors. Make a habit of tackling small fixes right away, set daily routines for tidying, and view upkeep as a reflection of your brand’s professionalism. When you treat maintenance as part of the art, you create a retail experience that feels both seamless and intentional.

5. Embrace Technology Without Losing Balance

Technology has helped Higgins Glass Studio work more efficiently. With the addition of a computerized kiln, they’ve been able to automate firings and shutdowns. This upgrade saves valuable time and reduces the risk of errors, allowing Jonathan and Louise to focus on creating and serving customers. 

However, not all technology feels as helpful. Social media, for example, Jonathan describes as “relentless,” a never-ending task that requires careful attention and energy to manage.

Independent retailers can take note: the right tools can lighten the load, but not every platform or system will be the right fit. Invest in technology that directly supports your workflow, such as point-of-sale systems, scheduling tools, or inventory trackers. At the same time, set realistic boundaries around platforms like social media so they don’t overwhelm your day. Use technology as a support system for multi-tasking in independent retail, instead of a source of burnout.

6. Structure Your Day With Intention

When you’re running a store without a large team, staying organized is essential. At Higgins Glass Studio, Jonathan and Louise manage a constant stream of responsibilities. Sometimes they have visitors who’ve traveled from out of state to see the studio, turning what was supposed to be a back-office day into one spent on the floor. With so much happening at once, their ability to adapt is what keeps things running smoothly.

Here’s what that looks like in practice:

• Start the day with a loose plan. Jonathan and Louise know what needs to get done, but they also leave room for unexpected customer needs or walk-ins.
• Divide tasks based on strengths. If one is framing or repairing a piece, the other may focus on wrapping purchases, managing sales, or answering questions.
• Accept that priorities will shift. Sometimes unpacking inventory has to wait because someone brings in a beloved family piece for restoration or calls in with a custom order.

For independent retail owners, the ability to stay focused while juggling tasks is at the heart of multi-tasking in independent retail. Don’t try to do everything at once. Instead, shift gears with purpose when the day doesn’t go as planned.

7. Offer Services That Go Beyond Selling

While many customers visit Higgins Glass Studio to purchase something new, just as many come in hoping to bring an old piece back to life. That’s why restoration services are such a vital part of the studio’s daily work. These services help customers reconnect with the meaning behind their special items.

In one instance, a woman was so moved to learn that her broken wedding plate could be repaired that she cried in the store. It’s those moments that reveal what makes this kind of hands-on, multi-faceted work so meaningful. 

If you are an independent retailer, multi-tasking isn’t always about managing inventory or covering the register. When you focus on preserving memories, honoring your customers’ stories, and creating meaningful experiences through every service you offer, it turns everyday tasks into lasting impact.

Conclusion

If you’re navigating the demands of small retail store operations, the story of Jonathan and Louise Wimmer at Higgins Glass Studio is a powerful reminder that great things can happen with a small, dedicated team. 

Their ability to serve customers, preserve legacy, and manage every task that comes their way proves that multitasking in independent retail is possible and is a recipe for lasting impact.

Want to learn more about other Illinois retail leaders? Read inspiring stories from retailers across Illinois who are making a difference.

If you loved learning about the story of Higgins Glass Studio and know a retailer who deserves recognition, Nominate A Retailer!