Les Marchés Tradition Saint-André Street

As the saying goes, “good things happen to those who wait.” After more than 25 years of working with Linda and François at Les Marchés Tradition on Saint-André Street in Montreal, Denis Martin bought the store from its previous owners just nine months ago. Since then, Denis, along with his spouse, Serge, continues to foster excellent customer service and promote his banner through a variety of initiatives. Be it in the store, around the neighbourhood, or on social media, his mission is to anchor his store in the heart of the community.

Taking care of their staff

Denis and Serge put in a lot of energy to keep their existing teams, and, as their high retention rate will attest, their efforts have paid off. One of their cashiers has worked at the store for 48 years! Staff members are often highlighted on social media. Each week, a deserving team member is saluted for their efforts, and good work is also recognized by appointing an employee of the month. Denis is proud to note that their bulletin board has no job offer postings; this is because their employees truly make them happy. Among the team, there are 10 people with a disability or a handicap. This recruitment choice is appreciated by customers as it creates an incredible store atmosphere.

The “always here for you” badge made a reality

Offering exceptional services to the neighbourhood’s residents has always been part of the company’s values. It’s in the store’s DNA. Denis and Serge ensure that outstanding services are maintained. “Special orders are an integral part of our daily routine.” Every Monday, Serge shops for out-of-stock products in other grocery stores and resells them at the purchase price solely to satisfy customers and avoid running out of products. Even deliverers go out of their way to do more for the customers, be it by stocking the refrigerator or by clearing snow from an entrance. These customer-support-driven actions have become second nature for Denis and Serge, who try to pass them on to new employees (if they have any!). This is how they successfully establish a true relationship with their customers. They even created their own $20 coupons to show their appreciation towards both their customers and their employees. Five coupons are up for grabs every month on their Facebook page.

 Stop the waste!

Environmental causes are an integral part of the two grocers’ approach. Be it Styrofoam, plastic, or cardboard, everything that the store can recycle is collected by the recycling truck. In addition, there are no more plastic bags at the checkout; only paper bags are used. Their ecological conscience doesn’t stop there. Denis and Serge make it a point of honour not to throw out food. Surplus food that is still edible is given to two organizations: the Masion d’Hérelle, which helps people living with HIV, and the Fridge, which helps those in need. What’s more, to reduce their carbon footprint, deliveries are done by bike!

• Over 150 suppliers per week to optimize product offerings
• 500 meat pies cooked each year by Ti-Guy
• 10–15: the number of times per year that the owners support organizations

Always ready to lend a hand

Participating in community life means getting involved locally. This is why Denis and Serge support organizations that reach out to them, whether or not their store’s logo is associated with the sponsorship. Their objective is not to get publicity but to truly help those in their community.

A place for artisanal creations

The owners encourage and promote the products of artisanal businesses in their store, whether these businesses are located in the neighbourhood or not. It’s the quality that counts. If local producers aren’t noticed by Denis or Serge, the artisans themselves contact the owners directly or via their Facebook page. So far, artisanal honey, cereal, yogurt, and now sausages have all arrived on the store’s shelves! That’s not all! Les produits à Ti-Guy, a brand created in honour of Guy Lapierre, the meat department manager for over 20 years, are a real hit. All year long, Guy cooks meat pies, cretons, chicken pâtés, smoked salmon, and much more. Another butcher, René, is so confident in the quality of his products that he often tells his customers: “If you don’t like it, it’s on me!” In 20 years, he has never had to reimburse anyone. During lobster season, people come for Serge’s lobster rolls, made with a recipe inherited from his mother, who is originally from New Brunswick. He even goes so far as to shell the lobsters for his customers when asked.

Good times and great success!

Denis describes his grocery store as a welcoming environment where he shakes hands regularly and offers kisses and hugs freely. Being the good neighbour that he is, he uses the store to liven up the neighbourhood with an outdoor sugar shack, a Halloween event, and Denis’s classic Santa Claus costume, not to mention the countless drawing contests for children held throughout the year. Denis Martin is a “young” owner, only wanting happiness for his customers and his spouse, Serge, who, known for his extravagant jackets, is the life and soul of the store. Read other “Neighbourhood Stories”