Canada's business magazine for traditional natural health retailers

Pure Marine Collagen

benesse healthBenesse Health’s Pure Marine Collagen supports healthy joints, skin, hair and nails. The one-month supply jar contains 100% natural hydrolyzed marine collagen which is ethically and sustainably sourced from North Atlantic Ocean wild-caught cod. Benesse Health is proudly Canadian based in BC.      www.benessehealth.com

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St. Francis marks 30th anniversary

st francis herb farm team

 

 

 

 

 

 

 

 

 

 

 

 

St. Francis Herb Farm kicked-off its 30th anniversary with a reception on Friday, September 14 during CHFA East.  Many friends, partners and retailers were in attendance as company president Paul Rivett-Carnac welcomed attendees, shared the St. Francis story and paid homage to his parents, founders Monique and Jeremy.  Monique joined Paul and the St. Francis team in welcoming well-wishers and industry partners

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Apple Market health fair called a “massive success”

apple market fairThe 18th annual Health & Wellness Fair, ­– hosted in September by Health Experts Canada and The Apple Market –  continues to be a popular and fun natural health event.

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Organika Enchanced Collagen

Organika’s Enhanced Collagen has met its “matcha!” 

Combines the benefits of collagen with organic matcha’s antioxidant profile, and providing alertness without the caffeine jitters.  For more great recipes and other product uses, follow @organikahealth organika collagenor visit our website at organika.com/blog

 

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Inika Organic Makeup

Certified organic beauty brand

INIKA Organic is an Australian-owned certified organic beauty brand.  Our promise is premium quality, 100% natural products that meet the highest organic standards possible, and are Certified Vegan and Cruelty Free, always.  With INIKA, there’s no need to compromise your skin’s health to get beautiful, flawless results from your makeup, every time.   orionsam.com

inika organic makeup

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Natural Calm Magnesium Gummies

The better-tasting, better-absorbing, best-loved magnesium, now in a delicious, chewable gummy.  Vegan, gluten-free and less than 1 gram of sugar per serving.  Available December 2018.

natural calm.canatural calm gummies

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St. Francis Deep Immune Line

Improves immune function

Our Deep Immune line is a best-selling cold and flu preventative.  Available as a liquid tincture and a highly potent 5:1 powder extract in the convenience of a capsule.    This powerful combination improves immune function and decreases the frequency and severity of colds, flu and infection. A versatile formula, it also acts as a tonic for fatigue and exhaustion and helps to mitigate immune depression. 

www.stfrancisherbfarm.comst francis immune line

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Eden Foods Spicy Berry Mix

Sweet, tangy, spicy!

Eden Spicy Berry Mix is a hearty, healthy snack. Seasoned pumpkin seeds, sunflower seeds, dried cranberries, raisins and blueberries provide sweet, tangy and spicy flavours. For school, home, work or travel. Organic, GF, 1 oz. or 4 oz.      edenfoods.com

 eden foods pumpkin seeds

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Joy of the Mountains Oregano Oil

Joy of the Mountains is a family business specializing in premium quality oil of oregano. An independent UBC study showed Joy of the Mountains was up to four times more effective against the H1N1 virus than other leading brands. Voted #1 Immune Product. 866/547-0268.joy of the mountans oregano

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Sisu 24-hour immune support

What is the Ester-C difference? It’s the only one that provides 24-hour immune support. Ester-C is clinically proven to be absorbed faster and remain in the white blood cells of the immune system longer. It is pH neutral, gentle on the stomach, and is the only form that contains active vitamin C metabolites. Plus, Sisu Ester-C is the most advertised, with the most merchandising support! For more information, visit sisu.comsisu esther c

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VitaDay Multi's for men and women

New VitaDay multivitamin and mineral formulas are four unique supplements formulated to meet the specific needs of men, men 50+, women and women 50+. These distinctive formulas feature a whole food greens blend, coenzyme B vitamins, enzymes and antioxidants for superior immune, bone, heart and eye health.   VitaDay Multivitamins are non-GMO, vegetarian, gluten-free and contain organic greens, vitamins and minerals.  888/826-9625.natural factors vita day

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Sisu Magnesium relaxation blend

Sisu Magnesium Relaxation Blend is a great-tasting drink mix that works quickly to relieve stress and tension, promoting a more relaxed state. It features magnesium bisglycinate/citrate with GABA and L-Theanine, to safely and effectively manage signs of stress, including anxiety and insomnia. Available in a delicious raspberry-lemonade flavour. Visit sisu.comsisu magnesium

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Facial care system

NOW Solutions’ new Charcoal Detox Facial Care system is perfect for most skin types and includes a gel cleanser, facial mask and moisturizer. Activated charcoal helps absorb excess oil, dirt, and impurities to refine the appearance of pores while acai and goji berry help to rejuvenate the skin and replenish its youthful glow. wwww.nowfoods.ca/beauty-healthnow foods anika

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Clean collagen

Introducing clean collagen from Genuine Health!  Each serving contains 10 grams of pure, hydrolyzed collagen from grass-fed, pasture-raised USDA cattle or sustainably sourced wild-caught fish from the North Atlantic. Both available in unflavoured and lightly flavoured water enhancers. Non-GMO, dairy and gluten-free.      genuinehealth.comgenuinehealth.comgenuine health collagen

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55+ Multivitamins

Every Woman's and Man's 55+ One Daily 

Multivitamins delivers fermented nutrients targeted for adults 55 and over, along with a clinical dose of plant-based astaxanthin and immune boosting Beta-Glucans. See your New Chapter account manager for details, and place your preorder now for additional special offers.     www.newchapter.canew chapter

 

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Community Farm Store

community far store staffOne of the most unique things about Community Farm Store in Duncan, B.C. is it holds its management meetings in the soothing waters of the nearby Cowichan River.

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Training for soft skills

soft skills trainingYes, you can teach empathy, rapport and authenticity to your staff. Even those who join your staff with a high degree of these “soft skills” can still improve them through training.

Brittany Baird is my colleague at CDS Consulting Co-op whose area of expertise lies in linking financial success to the everyday decisions we make on the sales floor of a natural foods business. 

 CC: How do you go beyond standard customer service training?

 BB: Every business wants to ensure good customer service. All your competitors are teaching customer service. But you likely have a mission that goes beyond selling products. 

 CC: Yes, a quick visit to mission statements on websites of stores featured on recent covers of CNHR reveals values such as wellness of community and planet, ecological consciousness, supporting local and organic family farms, and empowering people to lead healthy lives.

BB: Then your staff may be inviting customers to come to events, try new products or donate to a cause. Teaching them soft skills can promote all your goals. Also, the longest conversations take place in the supplements aisle. Customers there need guidance far more than in other departments. These skills are even more essential when supplements are your primary product. 

 CC: So how do you teach empathy, authenticity and rapport?

 BB: The three skills needed are mirroring, reflecting and active listening. With mirroring, you consciously match someone’s tone and body language to create rapport. Say someone is new to town and comes into the store with enthusiasm, wanting to be engaged. If staff doesn’t mirror this customer, it’s poor customer service.

If a person is upset, you can draw them back down by reflecting rather than mirroring. For a disgruntled customer with confrontational body language and hand gestures, you can cool that energy down with, “Okay, let’s talk,” while keeping body language and gestures restrained.

 Active listening involves making a conscious effort to hear not only the words but, more importantly, the complete message being communicated. When a customer says, “I drove from far away to get here. This is the second time you’ve been out of this product. I want to support you guys but you make it so hard,” good customer service would be, “Okay, we’ll fix it,” however, great customer service –  using active listening – would hear the desire to support the store and the frustration, and find out what the customer needs to “make it right.”

 CC: What are the most effective ways to train for these three skills?

BB: Role-plays with different scenarios are the best way, and they’re fun. Scenarios can be a bit silly to set a tone that’s not overly serious. Give the trainees the right amount of structure to these scenarios, with some room to play with. When I lead training workshops with my CDS CC colleague Rebecca Torpie, every single person in the room speaks in the role-plays and practices the skills, though not everyone performs for the whole group. A few may be uncomfortable at first but they get a lot out of the experience. We switch partners frequently so people can see how different partners process the assignments. We do “failed versions,” too – wrong way versus right way. 

 I understand it’s hard for small stores to do structured training, but you can  still  teach active listening, mirroring and reflecting. Owners usually model the best customer service. When they’re not there, they need a cornerstone person on  staff who will model for the rest of the team members. 

 Soft skills training for staff can help propel customer service from good to great, differentiate your store from your competition and create loyal shoppers for life.

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New Avril store features organic microgreen farm

The newest Avril Supermarché Santé has taken “going green” to a whole new level.

avril supermarche santeThe giant Quebec-based natural health retailer opened its newest – and largest – location on June 6 in Laval, QC.   One of the most amazing features of this 44,000 sq. ft. store is an indoor farm.  The CultiGo automated vertical farming platform is a technology developed in Quebec by Inno-3B and it will allow Avril Laval to grow organic microgreens on-site year-round. Revolutionary and ecological, this farming technique reduces greenhouse gas emissions, eliminates pesticides and encourages local farming for incomparable freshness. Several varieties and blends of microgreens will be grown at the Laval store, and then be distributed to Avril’s other stores. Avril is the first retailer to use the CultiGo platform.

The Laval location – which the company says via press release is the largest health food store in Quebec – represents a $10M investment for Avril, which was founded in 1995 by Sylvie Senay and Rolland Tanguay. The opening of this new store has created 200 new jobs, bringing the total number of employees to nearly 1,000, working at one of the stores, at the logistics and distribution center or at the head office in Granby.

Three principles

Adapting to its customer’s needs and lifestyle, Avril Laval offers even more choice, based on three main principles: flavour, freshness and simplicity. Customers can now purchase fresh fish, homemade pizza, organic roasted chicken, bread and pastries, gelatos and grab-and-go meals. 

The gelatos are prepared in the traditional Italian style. The pizzas are made from the finest organic ingredients, including San Marzano tomatoes, and are baked on stone in a state-of-the-art oven. The fish comes from sustainable fishing practices and most are Ocean Wise certified.

The new store has a 130-seat food court and a 48-seat terrace. Two menus are offered:  one bistro-style and a vegan alternative.

Avril Laval has a large natural cosmetics department, designed to display iconic natural and organic cosmetic brands from here and abroad. Customers can also benefit from personalized recommendations from beauty advisors and receive skin care treatments in private treatment rooms.

“The opening of our eighth store in Laval is another step towards achieving our ultimate mission of making natural and organic products accessible to all,” says Sylvie. 

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Healthyway prioritizes WOW!

healthywayWhen the Pakosz family was planning a new building to move their health food store to, they all had the same word at the top of their wish list: wow.

After years of continually outgrowing the space at a strip mall, the owners of Healthyway Natural Foods in Campbell River. B.C. – Donna and Will, and Will’s parents Kay and Bill – made up their minds to create something big enough for now and for the future, and they wanted it to be special.  “We aimed to create a ‘wow’ factor when customers walked through the door,” says Will.  “We wanted our merchandising and store layout to have an intelligent plan.”  

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Profit Holes

profit holesIt was serious business! My brothers and I were neck deep in it. We were digging to China when we were interrupted by the sound of our mother calling us for dinner.

Digging holes is something that boys do. As kids, we would dig holes for forts, holes for adventures, and holes in search of gold. At the age of three, my son dug a hole to trap bears.

In business however, when we dig holes – unless we are in the construction business – they are usually not good. I have dug myself some holes as a businessman over the years. The biggest hole that I dug was hundreds of thousands of dollars deep. These types of holes don’t happen overnight: they take lots of planning and many hours of making mistakes, and sometimes years to get out of.

Find your profit holes

The most common holes in business are profit holes. Profit holes are those costs that build up over time and eat away at the owner’s profits. According to the National Federation of Independent Business in the USA, 60 per cent of small businesses are either not profitable or are only marginally profitable. To be clear, the profit in a business is what is left over after paying all of your expenses. In a small business, there are many expenses: the cost of goods, labour, insurance, supplies, utilities, computer equipment, etc. The list is almost endless it seems. Unless we are careful operators of our business, we may find ourselves among the 60 per cent of businesses where the owners receive very little to speak of in terms of money at the end of the day.

One of my clients, we will call him Paul for the sake of this story, owned a health food store that he ran for several decades. As he was thinking of selling the business, he realized that new owners would probably like a business that was a little more profitable. Paul started examining his income and expense statement with a fine-tooth comb. He discovered several areas in which some of his costs had crept up over the year. In one case, he found that he had originally employed a cleaning company on a contract for a small job for $50 per week. Over time, they had gradually raised their prices to $100 per week. He consulted his employees concerning this job, and was told that they thought that they had time to do the contractor’s work as he was only spending 15 minutes a week in the building. Profit hole filled = $5,200!!!

Paul kept digging. One day he got a call from a service provider for debit machines. They told him that he would save $400 per month if he switched over. Paul didn’t switch, but he used that call to ask his current provider to match their rates. When they agreed, Paul saved an additional $4,800 being lost through a profit hole.

When Paul plugged these two profit holes, he saved himself $10,000 per year. For a small business owner, $10,000 a year can be very significant. Not only did Paul enjoy that money immediately, but he increased the value of his business at the same time. Potential buyers always want a profitable business!

When we are looking for ways to reduce our expenses and plug profit holes, we need to look through each and every area of the business.   We must ask ourselves how we can reduce our costs in this area. In my book Profit Yourself Healthy, I identified 107 different ways that small business owners can reduce their expenses. These include reducing costs in areas such as labour, energy, consulting fees, insurance, travel expenses, maintenance, and more. Sometimes we can eliminate an expense.   Often times by putting the product or service out for tender again, we can lower our costs. The trick is to look at the largest expense areas first, and figure out ways that we can create efficiencies.

The longer we have been in business, the more profit holes we can find. Like Paul, we let little expenses build up over time and the result is an erosion of our profits. It’s easy to dig holes but sometimes it’s much easier to fill them.

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CNHR News Podcast

cnhr radio hour

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

Check out this month's podcast here

Coming Up in the Next Issue...

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

Advertisers: FREE value-added features As an advertiser, you’ll be in one of our biggest issues of the year. (There will be loads of bonus circulation during CHFA West.) Along with your ad being viewed by more than 10,000 owners, managers, buyers, product recommenders and floor sales staff, you also get some great free editorial opportunities, including Trade Talk, Product Profiles and Pre-Show Buzz. Here are the details: Trade Talk is one of the highest read sections of CNHR and your vital link with retailers. Keep current and potential new customers updated on your new products, new staff, new website, new promotions, etc. Deadline for Trade Talk: November 7

We have lots of advertising options at many price points. Tell me what ad size you’re considering or what your budget is, and I will personally customize a proposal just for you. I’ll explain all of the value-added features CNHR has to offer your company!

Please contact:     donna@cnhr.ca, candace@cnhr.ca, katherine@cnhr.ca

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