Business is good for Vancouver’s last independent grocer, St. John’s IGA, proving that the Walmarts and Wincos of the world can’t push everyone out of business. What’s the secret?

“Customer service, customer service, customer service,” says owner Scott Kooistra. “That’s where we can really stand out … I only hire outgoing personalities.”

Kooistra isn’t the manager who lurks in the back office, sometimes emerging to survey his employees. He jumps in and does what needs to be done. He is so wrapped up in his mission of customer service, that, on most mornings, he runs the checkstand for about an hour to catch up with customers.

The Rose Village neighborhood grocery store celebrates it 26th anniversary on Wednesday, June 4. Kooistra’s father, Phil, bought the store from Ron Keil, who operated Keil’s in the same spot from the 70s up to the transition of ownership in 1983.
“He knew this was a good little shop,” Scott said, adding, “We have a great neighborhood and loyal customers.”

It was a total family operation for the first decade of Kooistra ownership. Scott and his three younger brothers all worked under their dad, their mother was the bookkeeper and even grandpa came in once in a while to lend a helping hand. But, Scott’s the last survivor in the family business, as everyone else has moved on to other ventures. Not too long ago, Scott and his wife were close to doing the same.

A 2004 fire closed the store for a month, and “it really was a struggle after that,” Kooistra said. They just managed to keep their head above water in following years, and, in 2007, considered using the land for something else. But, the 2007 announcement that the Fred Meyer’s on Fourth Plain would soon relocate gave them new hope. Ever since Freddy’s moved to it’s Grand Central location off Hwy. 14, business went up 25 percent, Kooistra said.

The bump in revenue allowed the store owners to pay its debt down and the Kooistras are now looking towards a little remodeling, with a new storefront, all new cases and, eventually, include a pharmacy in the operation.

St. John’s IGA buys products out of Tacoma from Supr-Valu, and shoots for a price range around three percent below Safeway, Kooistra said — but he’s never interested in price wars. The store plays a visible role in the community, with the owners donating to local schools, participating in the Fourth Plain Revitalization Task Force and more. It all part of the charm and community connection that comes with locally-owned and operated business.

Find The Voice at St. John’s IGA, 2109 St. John’s Blvd. in Vancouver. Open everyday from 7 a.m. to midnight.