STORE REVIEW: RITCHIES IGA MACLEAN

AN INTERNATIONAL SUCCESS

Ritchies IGA Maclean has become a “foodies paradise” for its local community in northern NSW.

Ritchies IGA Maclean in northern NSW has been recognised on the global stage, being named the IGA International Retailer of the Year.

The award was presented to James Cameron, Peter Lee, and Matthew Saunders from Ritchies Stores, at the recent international IGA conference in Las Vegas, USA.

Owned and operated by the Ritchies Group, the store was opened in 2019 and prides itself as the complete package for modern day grocery retailing and has become famous for being a foodie’s paradise.

It features a wide range of food and ingredients sourced from around the world and locally, energy-efficient refrigeration, low-line bakery display units, fresh produce and a full deli including seafood as well as a large entertaining and gifting area, which all help to create a visually impressive store.

The international accolade for Ritchies IGA Maclean follows the innovative supermarket being named 2022 National Retailer of The Year, at last year’s IGA Australia Awards.

Fred Harrison, CEO of the Ritchies Group, said it is a wonderful feeling for the team at Ritchies Maclean to have their efforts recognised internationally.

“We have designed Maclean around the needs, tastes and lifestyles of our customers so they are really at the heart of the unique shopping experience we offer,” he said.

“The team has worked hard to build great relationships with our local community, our suppliers and the store stocks considerable ranges from local growers and producers. With a focus on fresh food, from the seafood display and sushi kiosk to the international cheese bar and fresh meals counter, shoppers can find everything they are looking for and more.

“The modern design of the new supermarket has cleverly incorporated some visual images of the past 153 years of history. There are not many businesses today, still familyowned after 153 years, and continuing to grow stronger in a very competitive retailing environment.”

James Cameron, Company Director at Ritchies Stores, said winning IGA International Retailer of the Year was recognition of the hard work from all employees.

“For Ritchies, a family-owned business that’s competing against the big guys, to be recognised on that scale was a very proud moment. I’m very chuffed and very happy.”

A point of pride

Harrison says that the Ritchies Group prides itself on delivering the very best in independent retail and the business is all about unique ranges.

“Our main point of difference is that we are working with our supplier partners to range many products that are exclusive to Ritchies. These include hard to find specialty items as well as all the traditional lines found in a large supermarket.

L-R: Mark Batenic, IGA USA, Roy Leisk, Metcash QLD, Fred Harrison, CEO, Ritchies Stores, James Cameron, Company Director, Ritchies Stores, Matthew Saunders, Store Manager, Ritchies Maclean, Peter Lee, State Manager, Ritchies QLD / Northern NSW, John Ross, IGA USA

“As an independent supermarket, we are better placed than many to tailor our fresh offerings and provide unique grocery items.

“We have an incredible team, loyal employees, and a great local community whose needs are at the heart of our business. These relationships are the cornerstone of our success. This award is a result of the hard work and commitment put in by all the team that contributes to the success of the Maclean store.”

Partnering with local farmers and suppliers reinforces the community spirit at Ritchies Maclean, and Cameron explains they really do try and support the local community.

“We have a local lady who makes doughnuts and delivers them to the store every day. We try and partner with the locals to give it that local feeling, but to also circulate the money back within the town as well.”

While supporting the community is important, Cameron says having a friendly local team that people want to visit is also critical.

“Cornflakes and dog food are the same on every supermarket shelf and the price is generally similar, but having a friendly local team and people that want to be there and want to get to know their customers is the first thing you have to do.

“That’s something that we spend a lot of time on with all of our stores, making sure that we have a really friendly team and we reward friendliness extensively in the organisation.”

We have designed Maclean around the needs, tastes and lifestyles of our customers so they are really at the heart of the unique shopping experience we offer.

– Fred Harrison, CEO, Ritchies Group

The kindness doesn’t stop in-store either. Over the last three decades, Ritchies has offered its members the opportunity to donate a percentage of their purchase towards a charity of choice.

“Since 1993, we’ve given away nearly $53 million to charities based on customer’s choices. We have about three or four thousand charities to choose from. It can be someone local like Maclean Hospital or the RSPCA or the Cancer Council. People choose where they want it to go, and it’s created a really good sense of community.”

Working together

Maintaining quality relationships with suppliers, customers, and partners is what makes Ritchies Maclean so successful, but Cameron explains it isn’t without small headaches.

“Metcash is a really important part of our business. They’re a partner, and they have the IGA agenda, so we have to be careful how we follow that to make sure we’re supporting what’s happening within IGA, but also that we’re supporting what’s happening in the Ritchies promotional plan.”

Cameron says that they have a pretty good relationship with their suppliers, which comes down to effective communication and working together towards a common goal.

“We do set joint plans together and that makes a big difference when we’re working towards the same goal, rather than having separate agendas.”

When it comes to consumers, Cameron thinks Covid may have temporarily helped some of the smaller retailers due to people rediscovering their local store, but that has quickly changed due to the cost-of-living increase.

“We’re already seeing that people are looking for value and are happy to travel for it. People who previously would be happy to get a home delivery are now saying ‘well, I’d rather save the delivery fee’ and I’ll come and get it myself. So that pendulum has swung quite quickly.”

To respond to that pendulum swing, Ritchies is looking at what people are purchasing and tailoring their promotional needs towards that.

“For example, we’ll look at more value meats; so instead of a deal on fillet steak, we’ll have specials on beef mince. We’re looking at things people want to have every day and giving value to those products,” explains Cameron.