ACE VICTORY BUILDING CENTRE

Mackenzie is a remote town of just 3,800 people in the foothills of the Rocky Mountains. The major industry in town is forestry. In 2005, motivated by a frustration with a lack of products and services in the area, long-time residents Sylvain and Marilyne Laferriere decided to set that right.

Marilyne, who’d served as a barber for 23 years, was suffering from tennis elbow and had to find a new venture, so the Laferrieres purchased an existing business in town. Mackenzie Interiors was originally focused on home décor. The couple gutted and renovated the store to fit their needs. And they gradually began to add products like plumbing, bath, sinks and fixtures, basic electrical and lighting and then lumber and building supplies. And in May 2006, Sylvain left his position at the local mill to work in the business full-time.

Just three years after the store opened, all the major pulp and paper mills in town shut down. The community was struggling, and many residents left to find work elsewhere.

The Laferrieres set out to help their community, donating to local projects supporting youth, the homeless, nature—and a local wrestler, who was headed to the Olympics. The store even started hosting weekly adult dance classes in the flooring department. People in town rallied to keep spirits up. The town did recover, and the Laferrieres take pride in the fact that, while they’ve supported the community, the community has also always supported their business.

Ace Victory prides itself on its ability to offer exceptional customer service. The store’s strength lies in its commitment to building relationships. The Lafferrieres also do their best to stock items that wouldn’t otherwise be found in Mackenzie—like boat masts. And they’ve diversified their services to fulfill the populations’ needs.

The couple works hard to enable staff to play to their strengths and let their passions shine—and their enthusiastic staff return the favour by bringing them creative ideas that add value to the business.

Employees are also all on a first-name basis with customers. And when they don’t know a customer, they’re encouraged to get to know them. The store even works with realtors to get to know new residents, who are given a key chain and a free can of paint—a warm welcome indeed.

Community engagement is essential for the Laferrieres, who love their town. It’s also an important aspect of their business model. Social media has been especially successful for the store. They make funny and educational videos for Facebook that have been shared as far afield as Mexico and the U.K. Customers often ask when their next video is coming out.

Mackenzie’s tight-knit ecosystem has enabled the Laferrieres to build a thriving business that has helped their community remain successful, despite economic hardships. Their love for their town—and their unique and very personal way of doing business—shines through in everything they do.

• News to help store owners and managers stay current on the latest trends in their market;

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• Insights to help dealers hire smarter, merchandise better and manage more effectively;

• Concrete ideas for managing budgets, merchandising products and identifying best practices. ...and much more!

BY SIGRID FORBERG