The Pantry Natural Foods: 50 years of serving the community in Mission, BC
By Bruce W. Cole
The Pantry Natural Foods, Mission, BC, turned 50 this year. It was founded in 1974 by Jenne and Harold Greger and is now owned and managed by their daughter Margot Greger.
Proud of its history and its “old school” retailing style, the Pantry’s secret to success and longevity is not really a secret—the business has been built entirely on a customer-first attitude and puts serving its clientele above all. Educating customers to help them make the best health decisions has been branded into the store’s culture by Jenne from the start.
Margot explains that her dedication to continue to find better ways to educate and serve her customers is what has worked for the store so far.
For those who wonder what natural retailing was like in the 70s, a visit to the Pantry will satisfy your curiosity. Its website describes the store as a place with wooden bins full of whole organic grains, nuts, and seeds; jars with bulk herbs and spices; and homemade nut mixes.
The store has made a huge difference in the community for half a century. The Pantry has been a cornerstone in the health journey of the people of Mission and surrounding communities. “People view us as an asset to the community and a great resource for products and information. Our customers tell us they see us as trustworthy.”
Education and service
When asked if she could identify the one thing that has made the Pantry a success, Margot sums it up in one word: service. “We make time for our customers. With us, it is all about education first. We encourage people to take control of their health. Nutrition is my first go-to. I ask, ‘what is your diet like and what are you eating?’”
Margot says it’s never just about selling products, it is about guiding customers to the best solution possible. “We prioritize what matters to them. If they are looking for something we don’t carry, we’ll do our best to find it and bring it in.”
Unrelenting service is what keeps the store relevant and valuable to its community, especially as more competitors continue to arrive on the scene, Margot explains.
“Our biggest competition is mass. In fact, I feel that is our only competition. I think it’s good to have competition; it forces us to be better, smarter, and economical. Customers tell us we are competitive pricewise, in a big way.”
Margot encourages the customers to come to the store with their shopping list. “I tell them we can provide everything they are looking for. I remind them that stores like ours won’t be around long unless we have the support of customers.”
Making the best health decisions
Before the Pantry opened in 1974, there were virtually no local natural health store options available, and other stores were too far away; this prompted Jenne to open a health food store.
Jenne focused heavily on educating customers. “My mom told people they are responsible for their own health and reminded them that their doctors recognize that they don’t have all the answers.
“My Mom had become interested in natural health because she felt she wasn’t getting the proper care or diagnosis from her doctor, and she thought he made mistakes.”
The turning point for Jenne came when her husband Harold suffered a serious health crisis. “My dad had to be hospitalized for bleeding ulcers, and the doctor’s recommendation was to surgically remove his stomach. Mom felt otherwise, believing a diet change would be the solution, as Dad drank too much coffee and usually only ate one small meal a day.” And it worked—Harold’s ulcer was reduced by 75 percent after Jenne implemented the diet changes.
A food store
There is no mistaking what type of health food store the Pantry is: it is and always has been a natural food store. “Over 75 percent of our floor space is food,” says Margot. “Our health is determined by breakfast, lunch, and dinner. We have a great produce department, and we carry organic produce exclusively.”
The store offers between 30 and 40 produce items. “We don’t do meat,” explains Margot, “but we do carry cow, water buffalo, and goat dairy.”
Finding the right people
The store prides itself on providing the best quality of service, and Margot acknowledges that this mission can’t be completed without support from their outstanding staff.
Her philosophy is based on finding people who can build relationships with customers. “I look for people who like people. They have to have an open, personable countenance because customer service is so important. Work habits matter so much.”
She specifically mentions two invaluable staff members, Jill and Nicole, who have been working with Margot for over 15 years. “Jill is a grassroots, common sense, steady Eddie-type worker. And Nicole is a great resource, having taken all of the alive courses. Nicole and I are very much in line in how we work with customers. We are very protective of them. Sometimes, we have to be there just to be a shoulder to cry on when there is a problem.”
Margot also makes mention of another long-term staff member: her daughter Leana. “Growing up in store, Leana learned the business at my feet by osmosis. She grew into becoming a sought-after source, especially for our younger clientele.” Currently on a leave, Leana is exploring life in the Maritimes: temporarily, Margot hopes.
“Own your location”
Margot is extremely concise when asked what advice she would give to other natural health food store owners who aim to take their stores to the 50-year mark: “Own your location.”
In these times of rising rents, her counsel could not be more relevant. She says owning the building has been a saving grace for the store over the years. “When things were tight, we were able to coast through because we didn’t have to pay rent.”
When asked what it means to be celebrating the store’s 50th anniversary, carrying on the tradition and vision set by her parents in the early 1970s, Margot pauses to find the right words. “I guess it means we are a success.” She recalls her son spelling out why: “success is doing something you enjoy, being good at what you do, and being recognized for it.”
She has plans to continue to lead the Pantry on the proven path that has resulted in 50 years of service, “I’m a worker. I’m a hands-on, high-energy, happy-go-lucky person, and I consider what I do is a labour of love.”