This is a story about a locally owned and family-operated grocery store in Greater Victoria. Market on Yates opened its doors in 1999 and is still going strong as it celebrates its 25th year in the business.
In order to fully appreciate this accomplishment, however, it may be worth providing a little context.
The grocery business in Canada, and by extension, Greater Victoria, is dominated by three domestic giants: Loblaws, Metro, and Sobeys owner, Empire, though all three operate a host of grocery stores under many names.
In addition to these domestic monoliths, some foreign-owned players like Costco and Walmart have moved into the grocery game and, between these giants, smaller grocers have felt the pressure on their survival.
At the same time, a 2023 report by Competition Bureau Canada reported that new entrants and existing independents need the government's and their communities' support to best serve the public.
Though it's a situation Market on Yates owner Darryl Hein fully appreciates, he is confident in his business’s future.
“We have exceptional customer service, and the owners are in the store,” said Hein. “That doesn’t happen with the big chains.”
Looking around his store, there is an obvious sense of pride in the products and customer service that his store provides.
“We respect our customers and genuinely care for them. If they ask for something they can’t find anywhere, we’ll bring it in for them,” said Hein. “We know our customers. A lot of people have been coming here since we opened, and new customers come in every day – people that know we’re local and independent and they like that and want to support it.”
That support and feeling of ownership extends to the store’s staff.
“We have about 25 employees who have been with us for over 15 years. They know the customers and the store and treat them with the respect they deserve. These are people who will tell you that the customer is number one and that they’re the boss.”
That’s not to say that the Market Stores have remained in the past.
They’ve managed to stay with the times and offer online shopping and self-checkout counters, for example. But for Hein, it's the melding of new technologies and expectations with old-style service that creates the best experience for the customer.
The approach appears to be working as Hein opened the second Market Stores location in Millstream Village in 2006, which has become a favourite of West Shore residents.
“I’ve been with this store since 1999 when Ernie Skinner opened it. I managed the store since then and, in 2022 I bought Ernie’s shares and became the CEO of the Market Stores,” said Hein. “It’s important to me to keep up the variety, cleanliness and customer service that people have come to expect of our store. It’s a tough business, but it’s one that I love.”
