Canada's business magazine for traditional natural health retailers

Elderberry Crystals

flora elderberry crystals

Flora launches new Elderberry Crystals.  Don’t let seasonal issues leave you feeling under the weather. Flora’s new Elderberry Crystals are bursting with antioxidants and help provide relief from cold and flu symptoms. Blend them in with your favourite juice or smoothie for a healthful, convenient and delicious boost daily, or when you feel the symptoms of seasonal issues coming on. Gluten-free, non-GMO, organic, raw and vegan. For more information, speak to your Flora account manager. 

Call 888/436-6697, or visit www.florahealth.com.

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CoQ10 Ubiquinol - 6X More Absorption

innovite c0Q10

Not all CoQ10 is created equally.  INNO-Q-NOL starts with the scientifically validated Kaneka QH CoQ10 Ubiquinol.  Exceptionally stable. Sourced from yeast fermentation for the highest purity. Backed by over 30 years of clinical research.  INNO-Q-NOL is further enhanced with our exclusive Q-Gel Technology featuring Triple Protected Stability.  The additions of MCT Oil and Vitamin C further boosts Ubiquinol stabilization and protects against oxidation.  www.InnoviteHealth.com  888/220-3853

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Promote Healthy Sleep

natual calm sleep

Introducing Natural Calm Calmful Sleep, a naturally relaxing nighttime drink. Specifically formulated and licensed to promote a healthy sleep.  This formula features a blend of sleep promoting ingredients, including award winning Natural Calm magnesium citrate, magnesium glycinate, gabba, L-theanine and melatonin.  Calmful Sleep goes to work right away, creating the conditions for restorative sleep.  Available where supplements are sold or go to www.naturalcalm.ca.

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Fermented Gut Superfoods+

genuine health superfood

Introducing Genuine Health’s NEW fermented organic gut superfoods+! Made with 22 fully-fermented plant-based superfoods and prebiotics to nourish healthy gut flora, it’s the ultimate prebiotic superfood! Plus, it’s fermented to provide amplified nutrients for your gut – and overall health! www.genuinehealth.com

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Super Antioxidant - Black Seed Oil

enerex black seed oil

Enerex Black Seed Oil gets the Gold alive Award for Healthy Oils & EFAs and a Bronze for New Product! Plus two additional awards from National Nutrition: a Gold for our Enerex Serrapeptase 120,000SU in the category of Best Joint Health and a Bronze for our Enerex Greens for the Best Greens category. Many thanks to everyone who voted and congratulations to the other winners!     www.enerex.ca

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Once a Day Probiotic

renew life critical care

Ultimate Flora Critical Care’s blend of 50 Billion active cultures from 10 different strains in a ‘once a day’ serving helps ensure a healthy microbacterial environment in the intestinal tract. It uses a unique, water-based enteric coating to protect the probiotics from harsh stomach acid and delivers them directly to the intestines where they are needed and utilized by the body.

www.renewlife.ca

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Lemon Eucalyptus Oil

now lemon eucalyptus oil

This new oil from NOW is extracted by steam distillation from leaves and twigs of the lemon eucalyptus tree. This refreshing scent can be uplifting, and when used as a chest rub, may alleviate the discomfort of colds.

www.nowfoods.ca

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Probiotic Kid Stiks

sisu probiotics kids

Sisu Probiotic Kid Stiks are an unflavoured and odourless probiotic that deliver 5 billion kid-friendly probiotic cultures in every serving. They are non-GMO, gluten-free and can easily be sprinkled onto food or mixed into a drink to support digestion and overall health.  www.sisu.com

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Curb cravings, increase energy

keto activWhether for weight-loss, athletic performance, mental clarity or anti-aging, KetoActiv is an exogenous ketone that does not induce gastrointestinal distress.

KetoActiv is a powder that when mixed with water helps control the appetite, curb cravings and increase energy.  KetoActiv promotes mental focus and clarity, supports cognitive health, reduces inflammation, improves strength and endurance, preserves and protects the muscles, and provides healthy blood sugar levels in diabetics. Learn more at www.sunforceorganics.com

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Featured

Misleading TV ad inspires Calgary retailer

sunnside health storePatty Nowlin and Pat Guyn – the husband and wife owners of Sunnyside Natural Market in Calgary – were in California in 2012.  They were there at the same time state residents were asked to vote either for or against mandatory labelling of products that contained GMO ingredients. 

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Fulfilling your store's customer service potential

rebecca torpie1Rebecca Torpie, former marketing manager for a natural foods co-op in Philadelphia and now a consultant in marketing and brand strategy offers some insight on exceptional customer service.

Even with brick and mortar retailers struggling against online stores, and the mass market undercutting prices on natural and organic products, our industry has an opportunity for competitive advantage—offering exceptional customer service. Is there room to up your store's service game?

Recently, I had a conversation with my colleague Rebecca Torpie, former marketing manager for a natural foods co-op in Philadelphia and now a consultant in marketing and brand strategy.

Carolee Colter: Define customer service...

Rebecca Torpie: There are several pieces to customer service.  This includes having operation systems in place to meet basic expectations; for example, having an accurate POS, adequate parking, and clean washrooms. Beyond that, customers have expectations to be wowed and delighted.

Carolee Colter: How do managers make certain that wowing and delighting occurs in their stores?

Rebecca Torpie: First, leaders must articulate to the staff what it means to be a great customer service operator. If you can’t articulate it, you can’t share it. You need a customer service philosophy. Using an “off the shelf” philosophy developed by others is okay as long as you follow through and ensure that philosophy is used throughout the entire store.

Then you need to ensure training is done systematically for all employees at all levels, and not just for new people. Plan for training, say, every quarter or every six months.

Carolee Colter: What methods work best for staff training?

Rebecca Torpie: There should be written materials for trainers to follow to ensure consistency in what people are taught over time and across departments. Role playing works very well for practicing responses to difficult interactions so that people feel prepared. Be aware that role playing could make people uncomfortable, so keep them light and fun. And make sure staff feels comfortable going to their managers with a question.

Carolee Colter: How about training for internal customer service?

Rebecca Torpie: Customers observe how staff members interact with each other. In the training, address how to handle peer-to-peer interactions, including across departments.

Carolee Colter: At a store I consulted for, they had a saying, “Stay, listen and learn.” If you don’t know the answer to a question, take the customer to someone who knows the answer and then stay and listen to your coworker’s response and learn the answer for next time.

Rebecca Torpie: Also, budget for desk time and research time in employee schedules so they can learn about the latest products. Cultivate a culture of using downtime for learning. Also take advantage of sales reps’ offers to train about new products.

Carolee Colter: Another learning opportunity comes if a manager needs to step in to “make it right” with a dissatisfied customer. Then the manager can debrief with the employee, do active listening, acknowledge any bruised feelings and coach on how to handle it next time.

In the end, the culture of an organization is what the leaders actually do, not what they say. Should leaders always be asking themselves, “How do I personally delight and wow the customers?”

Rebecca Torpie: Leaders certainly do model for the rest of the staff. You can’t expect the staff to do what you won’t do.

Carolee Colter: How about leaders who are introverts? Once an introvert explained to me that everything he did in public was “theatre.”

Rebecca Torpie: Some people have a high comfort level interacting with customers, others less. But customer service is a part of doing business. You need to put on your social face and not fake it. It’s about quality, not quantity. If you make two good touch-points with customers that are excellent, that’s better than ten that are mediocre. •

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Make your health food store a winner

make your health store a winnerWhich silver car is it?  Tony Kibonge shouted, as I tagged a car and he raced by. This race to the silver car was a re-match of another race I had won one cold morning in Stuart Lake. We had raced through the water up to my chest and Tony’s neck!   While I had won both races, the truth of the matter is that Tony ­– who is 13 years old – is a much faster runner than I am.  In fact I think he might be one of the fastest 13 year olds in the country.  However, in both races, I made sure that I had distinct advantages. I really had no intention of losing, although in both races it was a real possibility.  More on that later.

But what about you? Are you intent on winning with your store? Do you have a strategy or are you going up against, quicker, faster, better competition and just hoping that you are going to win, without really even a hope?  So often we are going against competition that is so stiff that our goal is just to keep our heads above water and pay the bills. 

Give yourself an advantage

So why don’t we change the game?  When I raced against Tony Kibonge and his class the first time in a lake, I knew I had a clear advantage.  I knew that I weighed 100 lbs more and was a good eight inches taller than Tony and this would help me as I moved against the water in the lake to the finish line. In business, we often think that we have to run the race that our competitor has already established an advantage in.  I knew that if I was to race Tony in the 100, 200 or 400 meters that he so loves to race,  I would be left in the dust. So I don’t race those races.

In the health food business, we too need to change the odds so that they are in our favour. We need to think about what we are better at than our competition, both online and mass.  If our competition has better prices than us, then, we better focus in an area where we can add value and price is less of an issue.  This may be great service or exclusive products.  To distinguish ourselves, we need to really be different and find customers who are willing to pay for that difference.

Setting goals

And what does winning mean? In every race, there is a finish line and a goal that we are striving for. However, most small retail health food stores don’t have real goals. We are just plodding along hoping that our store is going to grow without having any real plans, any targets for sales or marketing, profit, or any other measurable outcome. 

If you would like to double your business in three to five years, you need to grow at 20 per cent a year.  So, how do we do that?

  1. The first step is to establish a goal and to write it down.  Put that goal up on a wall or white board – somewhere you will be reminded of it often and everyone on your team can see it. 

  For example, “Sales Target: by 2020, we will have two million dollars in sales.”  

  1. Pick a Strategy to Achieve Your Goal – It might take time to work this out with your team, but if you want to get people on board, you might want to include them in picking the best strategy. If you have a really small store, it might mean that you need to set time aside to put some thought into how your business will achieve the goal.  What specific customers are you going to go after? Where is the area that you are going to have a distinct advantage over your competition? Do you need to change your pricing model or your marketing strategies?
  1. Lay out some tactics to achieve the strategy. These might be things like: We are going to start putting on more seminars in the store; we are going to focus on brain health this year; I am going to spend 50 per cent of my time each week working on the business and getting more people in the store, and 50 per cent working on the floor. 
  1. Measure your progress.  Once you have started working towards your goals by implementing your strategies and tactics, you need to measure the progress and celebrate the wins. In the retail health business, we need to play to our advantage.  Just as I tried to beat Tony by setting the parameters of a race that I could win, you need to do the same thing with your business.

Focus only on areas where you have an advantage. Know where the finish line is, and celebrate each and every accomplishment. Make your health food store a winner! •

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After thirty years there is a new owner for Garden Health Vitamins

garden healthAfter 30 years as owner, Susan St. James has sold her store, Garden Health Vitamins in Vancouver, to Deanna Henry.  “Deanna has a five year history in the health food industry at Ave Maria in Prince George, B.C. and comes from an entrepreneurial family,” said Susan. “I believe that Deanna is a perfect fit as the new owner of Garden Health and I am pleased that I can leave my legacy to her. My current staff, that have stood by me for several years, will be standing by her as she brings her inspiration to the store that serves this downtown community and beyond. I will be supporting Deanna over the next few months and I hope you will welcome her.” 

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Durham Natural Foods

durham natural foods storeDurham Natural Foods has seen two distinctly different phases in its 39-year history.  It has been a big operation.  And it has been a small operation.

Store owner Gilles Roy and his brother, store manager Ray Roy, agree: they prefer the smaller – and current – size of the business.

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Toronto’s Organic Garage

matt lurie organic garageWhen Matt Lurie said it is hard to describe the Organic Garage in words and that you have to see it to really appreciate it, he was right.

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Gaudaur Natural Foods

gaudaur health food storeJake Gaudaur knows the road workers fairly well: they seem to have been tearing up the road in front of his café for months.  “Any luck?” he asks one of them.   The worker replies, “Not yet.  We’re going to try over there.”   “The sidewalk?” asks Jake. “No…over there,” says the worker, pointing to a spot in the road that is still untouched.

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Over 70 attend inaugural Purity Life beauty summit in Quebec City

purity life beautyIn June of 2017, Purity Life Health Products LP hosted its first beauty summit.  The result was a very positive and educational gathering of some of the company’s most valued business partners, including 38 natural health retailers.  In total, 71 people took part, including staff, vendors and speakers.

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The Decision Matrix

When an organization is going through rapid change, roles within the organization change, too, and not always  in a consciously thought-through manner. Expansions can result in forming new layers of positions.

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Balance for the immune system

moducareA healthy immune system helps to protect you from cold and flu viruses, as well as allergies and even some autoimmune disorders. The blend of plant sterols and sterolins in Moducare are clinically proven to help keep your immune system in balance. For optimal immune health, take Moducare daily. The kids love our great tasting child friendly version!   

Get the full story: www.moducare.com

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POS Systems

acceo pos systemACCEO offers powerful management solutions and POS systems. The ACCEO Smart Vendor team provides complete POS and inventory management systems to specialty retailers, such as health food stores.        acceo.com

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Trade Talk

After 30 years as owner, Susan St. James has sold her store, Garden Health Vitamins in Vancouver, to Deanna Henry.  “Deanna has a five year history in the health food ind...

Featured Column

Rebecca Torpie, former marketing manager for a natural foods co-op in Philadelphia and now a consultant in marketing and brand strategy offers some insight on exceptional...

Featured Store

Patty Nowlin and Pat Guyn – the husband and wife owners of Sunnyside Natural Market in Calgary – were in California in 2012.  They were there at the same time state resid...
CNHR News Podcast

cnhr radio hour

News, Views and Happenings in the world of Canadian Natural Health.

Check out this month's podcast here

CHFA West: February 22-25

 

Reach your key retail customers in CNHR’s Show Preview Issue.  

An early show requires early messaging.  Get your Spring sales message out early with an ad in CNHR.  Reach the key retailers well before CHFA West.  Here’s what your ad can do for you:

  • share your spring promotional plan with all retailers
  • help your sales team reach sales targets
  • introduce your new products BEFORE the show
  • tell retailers about your show specials early
  • help open doors for your sales team
  • create traffic at your booth
  • solidify brand loyalty
  • tell retailers about your new services, too!  
  • support all of your in-store, digital and consumer marketing efforts

 

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