Education

Caring Service

May 5, 2011 | By: deaneparkes

When I travel to visit health food stores I am continually reminded of the incredible people who work in our stores serving customers. From owner operator stores to large retail stores with staff in the hundreds there are dedicated, hardworking, well educated, passionate people helping bring wellness to their customers.

In most cases many of the core staff has worked in the store for years. At my local store in Orangeville as example ________ manager Nicky French just celebrated her 25^th year. I believe the longest serving staff person I have met was in a store in Quebec City where _________ has work at Le Craq for over 40 years. And then there are stores like my other local community store in Guelph, The Stone Store, where owners Brenda and Candy have been serving health food since early 70’s. I could fill the article with similar stories from across Canada.

Another thing that amazes me is the number of people I have met who have only worked  in a health food store. Right outta high school! My sister in law Colleen for instance started at Vita Health as a summer job and now has been working at Capers/Whole Foods since late 80’s.

Then there is the number of people who began working in a health food store only to go on to either start up or work as a broker, supplier, manufacture, consultant, or practitioner. Health stores are often the training ground to long successful business careers.  Where better to learn the needs of the consumers than in the ‘real world’ where they shop!

When I worked in retail in the mid 70’s the product selection was very small. Now when I walk into a store it is quite intimidating. I wonder how these people learn about all the products they sell. Yet they do!  They take the time to go to supplier trainings, or read on their own time while learning each day while serving customers. Every store usually has more than one person with a vast knowledge base on natural health products. With the growth of our stores now you have working in stores many experts who specialize in herbs, sports nutrition, homeopathy, energy medicine, body care, and a long list of others modalities. I know of no other place where consumers can get the support and advice available at health food stores to improve their well being. Sure products may be sold everywhere but to find people who actually understand and take the time to learn about the various products I find only a health store invest in this kind of service.

Of late I have noticed more and more key staff has taken courses to expand their knowledge to better serve customers while also expanding their own interest to learn. Nutritionists, herbalists, homeopaths, ND’s, Chinese Medicine, aromatherpaists and other complimentary training to better serve their customers.

I met two women staff recently who has their own websites. As consumers become more connected to the various social media this may become something retailers could benefit from. Word of mouth marketing, the # 1 marketing tool, which I believe social media, takes to a whole other level, may have opportunities to help connect better with your community. Many retailers are already all over this!

Last week I was speaking to a woman who works part time in two health stores. Listening to her talk I thought I could be listening to many others I have met. She loves to help customers understand and feel the results our products bring. Customers come to the store looking for her as word of mouth spreads in the community due to the difference she has made in their lives. This scenario is played over every day in every store across Canada. Dedicated passionate, caring people helping their customers live healthier lives. And customers return and tell friends as their lives have been changed forever.

We could fill volumes with testimonials from consumers who have had their lives changed by people working in health stores.  A woman changed her baby’s name to Milenka [is this right spelling??] after Milenka, who works at Tau, in Quebec helped the woman’s baby overcome a serious illness. We DO make a difference in people’s lives!

Products come and go or often end up sold everywhere. Uniqueness in product selection is hard to maintain. The health food business has been built by people who believe using natural health products is a healthier way to live. It is the PEOPLE not the products that ultimately make the difference.

My thanks and gratitude to all these amazing people who energize and carry the spirit of natural health products and their benefits to communities across Canada.