A discussion about retailing, retailers, and merchandising

The Kapalua Resort in Kapalua, Maui, Hawaii recently distributed a press release regarding its Honolua Store. The press release announced the recent renovation of the Honolua Store Deli, which reopened to the public on Dec 23, 2007. Various improvements, including a new chef Romeo Arruiza, have been instituted in the new deli, increasing its value to customers.

What struck me most about this news release was the value of this retail establishment to the local community. “The Honolua Store has long been a favorite gathering place for Maui visitors and residents looking for a hot meal, friendly service and a casual place to sit and talk story. Built in 1929, it originally served as the company store for the bustling pineapple plantation which encompassed the area known today as Kapalua Resort. Today, visitors enjoy a sense of its history while sampling a plate lunch on the store’s casual lanai.”

I love finding retail stores like this one—a store that has a history and a warm place in the heart of its local customers. So many chain stores in this country are generic and hold little emotional value to its customers. Such stores often build their value around low cost, product selection, a hot fad, or something else that can be too easily duplicated. Often, these stores are here today gone tomorrow.

What helps a store like the Honolua Store in Kapalua build a foundation and last for 80+ years? One element is the people who work there. The manager, Ginger Price, has worked there for 20 years—the employees have roots in the community, they get to know the customers over time, they come to live and breathe the store’s traditions and values. Similarly, the store ownership must accurately communicate and guard the traditions and values of quality and customer service.

If you happen to find yourself in a Maui, I recommend a visit to Kaplua’s Honolua Store to see how they provide a successful retail experience to their loyal customers.

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