What would make you choose an independent health shop over a big chain?

[FlowerBee2]

I need a little help, I am starting a health shop. I think it's great to be independent and curate, products with no nasties, but just because I think that's a good idea doesn't mean it will work! What would make you choose a local independent store over a big chain?

Availability of products I need, credibility of the products they stock. Friendly and knowledgeable staff. Not just stocking what the big chain is stocking but at a higher price. Shop supporting local makers.

I'd always prefer to go to a local independent over a big chain as long as it had what I was looking for and wasn't madly expensive.

What would put me off would be any hint of the more sinister fringe beliefs/anti-vaxxer stuff (some health stores dabble in that stuff). I don't mind old-school hippy stuff and the occasional flyer for mad astral healers in amongst the tai chi and yoga.

As much as I like local independents, they tend to be more expensive and never last long on the high street, unless it’s a coffee shop.

As a pp said I would definitely not shop anywhere that pedalled any anti vax agenda, or cancer cures or homeopathic shite.

If they were knowledgeable and reasonably priced.

Being open.

A lot of independent shops issues I find is that they are closed randomly. Once you get a reputation for not being reliably open at convenient times for your customer, it encourages your customer base not to bother attempting to use you.

It’s bloody hard work though being open 6 days a week 8am to 6/6:30pm, so it’s understandable why it happens, but it’s why it’s very hard to compete with large stores unless you have a very specific niche.

Price and convenience to be honest.

Products have to be ‘fresh’ to be effective, so I would be looking to see whether stipe is were well within date, no dusty packaging etc. Likewise things like essential oils, nuts whatever it is you plan to stock.
I agree no agenda pushing - be that anti-vax, homeopathic over real medicine etc.
Good luck with it, don’t overstock and do lots of market research , encourage feedback on any product you do sell, good or bad, so you know how it’s affecting your business perception.

Easy parking
Open when I need it to be
price
availability of products
things I cant get anywhere else

Its why so many fail, that is a tall order for an independent business.

Also I am fussy about websites, I like to know what Im getting before i make a journey or go in (unless Im just passing), websites with only one page or worse direct you to facebook. I just instantly switch off.

We've got one in the small town near us. They are always busy as the staff are knowledgeable and friendly. They sell local stuff like honey, as well as incense sticks and crystals, giving it a bit of a hippy shop vibe. They have a back room where they have occasional clinics for natural therapies, acupuncture etc - my dd had her allergy test there.

Online presence. I haven't been in a shop for years!

Prices.
Being able to purchase online.
Being open at reasonable times.

Knowledge, good service, friendly/welcoming ,interesting products

It depends. I buy from aveeno or moo goo, if you could do something as good as them for as much or as less that would be good

I always use and widely recommend an independent health store in the neighbouring town despite us having much closer and cheaper alternative. The reason is they give excellent recommendations. There is always also posters up for local events.

This! We have a lovely independent health food shop in town, but they open and close seemingly at random. It's in a little square right at the far end of the high street too, so I got fed up of walking up there just for that shop only to find it "closed for lunch, back in 30 minutes". I know it's because they only have one staff member on at a time, and they need a lunch break, but at least make it the same time every day FFS! So now I don't bother trekking up there, I just go to H&B instead because it's always open.

If it was cheaper or the same price.

If I was able to shop online and and have it delivered, free delivery would be a big plus

I often find myself shopping on Amazon due to being a prime member and having free delivery

I agree - being open. We have a zero waste shop in our town and the opening times change all the time.

And not jumping on people when they come into the shop. I don't go into shops if I think the staff will start following me around the shop to ask me if I need help.

Nothing wrong with selling homeopathic stuff - if people think it works for them, why does it affect anyone else?

@eRobin I was recommended this instead of Aveeno ( under £3 home bargains) huge bottle and tbf my skin has not notice the difference

Being open ~ possibly early evenings and definitely weekends (both days).

Availability of common brands at low prices, and more unique/newer brands that you have personal experience with.

Lots of testing/samples, related to items on sale so people are more likely to buy.

Good market knowledge, including the ability to 'find' an item a customer wants and get it in for them - I'd value this service a lot actually.

Good customer service to EVERYONE - not great service to one regular in the way of chatting for 10 minutes whilst everyone else waits to be served.

No minimum spend on the card machine - this becomes an immediate 'no' for me shopping in a local in future.

Fun/quirky items you can become known for. My local healthfood shop has these little date & veggie 'sweets' wrapped up like ladybirds and bees at the counter. The kids at our primary school LOVE them and it's always busy after school.

Yes, though I don't go into H&B either because the staff always jump on me.

(not literally but start following me round asking me if I need help)

Maybe I look like a shoplifter but it doesn't happen in Superdrug.

H&B staff are "enthusiastic" with their customer service , but really false with it and always seems to an upsell not knowledge .

Not shutting randomly as others have said, the option for click and collect via a website and at least one late night opening

Roughly in descending order of priority:

1. Parking
2. Availability of the things I need
3. Not significantly more expensive
4. Friendly and warm service. To be honest these days I avoid small independent shops. Some are lovely but I've had too many bad experiences with staff being unfriendly and unhelpful and making me feel uncomfortable. I've had a few who are racist as well. I am sure the majority are not but now that I mostly go shopping with my kids i just don't want to subject them to that. Maybe when they are older and I can turn it into a learning experience.
5. Convenient opening hours (I.e. weekends or evenings)
6. Knowledge of the products (I'd think for a health store this is especially important)

Unfortunately supermarkets are hard to beat when it comes to convenience but what I always find difficult to understand is point 4. Why are (some) owners of small independent shops so unpleasant? I've almost never had a bad experience with the staff in supermarkets.

Thank you to everyone for all the super useful thoughts. It's so helpful. Getting customer service right will be top of my list because I will be really unhappy if anybody had a repeat of your experience @RandomUserStuff truly unacceptable!!

Where I would be sad to lose a community asset I always make the effort to pay more at a local shop. An example is the games shop where they hold some events in the downstairs room and are super friendly to the kids, taking care to treat them as proper customers. Or the wine shop that has a few chairs and tables where you can stay for a drink.