Grocery Business Retail Store Leaders profiles the champions of grocery stores across Canada
How did you start in grocery retail?
My journey into retail started in Hanna, Alta., when my U18 hockey coach, Mike Lovsin, now the Freson Bros. chairman, heard I was looking for a job opportunity. After spending time in part-time and then full-time positions, I went to college, then was recruited again by Mike to management positions at several locations throughout northern Alberta. After 25 years away from Hanna, I was blessed with the opportunity to return to my roots, and where my retail journey began.
What do you like best about your work?
The people, both customers and team members. They have always been a strong motivating factor for me. The connections we make are very rewarding. From solving a business question to providing assistance to a community dilemma, my goal is to always grow stronger connections with the community.
How do you manage stressful in-store situations?
Many stressful events arise from situations where people find themselves disappointed by unmet expectations. With a customer situation, the problem needs to be addressed with the utmost professionalism and honesty. We are not perfect, but we can make it right. We need to let these individuals know that most of these situations are solvable, and we will do our best.
Have you had a memorable customer encounter you can share?
Our company’s mission is to create a welcoming shopping experience every day. One that creates memorable encounters daily is our 12-foot, handcrafted wood table where we provide free coffee every day, all day. It gives all our customers a place to gather and share. There is always a good story or a witty comment and always plenty of laughter. It becomes a daily destination for many community folks.
Do you have a favourite merchandising display?
Typically, they’re an extension of personality, and of encouraging team members to express their idea of merchandising and creative tastes. My display building is more traditional, but I enjoy encouraging my team to expand their creative ideas.
What is an important lesson you’ve learned in your years as a store manager?
Our founder, Frank Lovsin, was a great example of community pride. A lesson I learned was to treat your community as your family. How you treat others is how you would like to be treated and supported. My wife, Janine, has always reminded me how we can “make a difference in our community.” This support goes beyond the walls of your business, and many times even reaches past the town limits.
Anything we’ve missed that you would like to comment on?
Being involved in our quaint little town is a great way to connect and make your community strong and vibrant. Being part of the local Chamber of Commerce, minor sports, and community groups is a great way of giving back.
