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Westcliff Open to Further Acquisitions Following Kingsway Mall Deal

PHOTOS: KINGSWAY MALL

Westcliff’s acquisition of Kingsway Mall in Edmonton gives the Montreal-based real estate company a major foothold in Alberta as it continues to expand its portfolio of established Canadian shopping centres. The transaction marks a return to Western Canada for Westcliff, which says it remains interested in further acquisitions when the right opportunities emerge.

The acquisition adds one of Edmonton’s largest shopping centres to Westcliff’s holdings. Kingsway spans 880,049 square feet on 41.8 acres, with more than 160 stores and services. The property attracts close to seven million visitors annually and reports retail sales of approximately $715 per square foot.

“Kingsway Mall brings together several qualities Westcliff looks for in a retail asset: scale, visibility, strong traffic, a meaningful role in the community and long-term relevance in its market,” said Adam Marcovitz, Vice President at Westcliff. He said Kingsway’s location, accessibility, tenant mix and established customer base provide a strong foundation for the company as it re-enters the Western Canadian market.

A Major Edmonton Retail Asset

Kingsway’s tenant roster includes Walmart Supercentre, HomeSense, Marshalls, Shoppers Drug Mart, Aritzia, Sephora, lululemon and Browns Shoes, alongside a broad mix of fashion, food, services and specialty retailers. The shopping centre had been owned and managed by Oxford Properties since 2000. Oxford is the real estate arm of OMERS, the pension plan for Ontario municipal employees. Financial terms of the sale to Westcliff were not disclosed.

Acquiring Kingsway gives Westcliff an immediate presence in a major Western Canadian market through a property with significant existing traffic and retail sales. Marcovitz said Edmonton’s scale and long-term prospects were important considerations.

“Edmonton is a major Canadian urban market with strong long-term potential,” he said. “Kingsway Mall is located in a dynamic trade area shaped by established neighbourhoods, institutional anchors and ongoing urban evolution, which makes it an attractive environment for long-term retail investment.”

Adam Marcovitz, Vice President at Westcliff

Kingsway sits just north of Edmonton’s downtown core near Royal Alexandra Hospital and the Kingsway/Royal Alex LRT station, providing access to major employment, health-care and transit infrastructure. The surrounding area is also evolving, including the development of Blatchford on the former Edmonton City Centre Airport lands, which is planned as a substantial mixed-use community.

Edmonton continues to add population and economic activity, although the rapid pace of population growth seen in recent years is expected to moderate. Forecasts also point to less new retail space being delivered in the market in 2026 than in the previous year. For an established centre such as Kingsway, continued metropolitan growth and a more limited pipeline of new retail supply provide a supportive backdrop.

Continuity Comes First at Kingsway

Despite the scale of the transaction, Westcliff is not planning an immediate overhaul of Kingsway. The company says no major changes are planned in the short term, with its initial focus on continuity, supporting existing operations and gaining a deeper understanding of the factors that have contributed to the property’s performance.

“Retailers and tenants should not expect abrupt changes,” Marcovitz said. “Westcliff’s approach is to listen first, understand what makes the property work and make thoughtful decisions that support the long-term customer experience.”

Westcliff will work with Kingsway’s existing management and operations teams as ownership transitions. There are also opportunities that could become more significant over time, including the sizeable space left by Hudson’s Bay following the department store’s closure at Kingsway in June 2025. Westcliff has not announced plans for the space, and Marcovitz stressed that major changes are not part of the immediate strategy for the centre.

“The long-term vision is to keep Kingsway Mall active, relevant and connected to the needs of the market it serves,” he said.

Exterior of Kingsway Mall in Edmonton showing H&M and Marshalls. Photo: Kingsway Mall

Kingsway Extends a Recent Acquisition Strategy

The Edmonton transaction follows two significant shopping centre acquisitions by Westcliff in late 2024. In October of that year, the company acquired Champlain Place in Dieppe, New Brunswick, from Cadillac Fairview. The approximately 784,000-square-foot super-regional centre has more than 150 stores and services and serves a broad trade area in southeastern New Brunswick.

Two months later, Westcliff acquired Fairview Park in Kitchener, Ontario, also from Cadillac Fairview. The 731,916-square-foot shopping centre has 113 stores and services and reported annual retail sales of $734 per square foot at the time of the transaction. Kingsway extends that acquisition activity into Alberta.

The three centres share several characteristics. Each is a large retail property with significant traffic, national tenants and a prominent position within its regional market. Westcliff has acquired them as functioning retail destinations with existing momentum rather than properties requiring immediate, large-scale turnaround strategies.

“This acquisition fits into Westcliff’s broader strategy of growing its Canadian portfolio through established retail destinations that are deeply connected to their communities,” Marcovitz said. Kingsway provides considerable scale in Westcliff’s return to the West, with reported sales of approximately $715 per square foot and close to seven million annual visitors giving the company an established operating base in Edmonton from the outset.

Major Shopping Centres Changing Hands

Westcliff’s recent acquisitions also highlight changes taking place in the ownership of some Canadian shopping centres. Kingsway was acquired from Oxford Properties, while Champlain Place and Fairview Park were purchased from Cadillac Fairview, putting three significant properties previously held by major institutional owners into Westcliff’s portfolio.

The transactions should not be read as evidence of a broad institutional retreat from Canadian shopping centres. Large pension-backed owners continue to hold some of the country’s most productive retail properties. They do, however, show that substantial regional malls are becoming available to private owners with different portfolio strategies and investment horizons.

Westcliff has been prepared to acquire these properties when they fit its investment criteria. Founded in 1972, the privately owned company has more than five decades of experience across shopping centres and other commercial real estate, with holdings in Canada and the United States.

A Selective Case for the Enclosed Mall

Kingsway also reflects Westcliff’s confidence in well-positioned enclosed shopping centres at a time when performance across the sector varies considerably. Strong centres continue to attract retailers, investment and customers, while properties facing weaker demand or changing trade areas can require significant repositioning.

Recent ownership changes in Edmonton provide a close comparison. Edmonton City Centre has gone through a court-supervised sale process, with its sale to Westrich approved in August, while Kingsway is changing hands as an operating regional centre where the new owner is emphasizing continuity. The contrasting circumstances show why enclosed shopping centres increasingly need to be assessed individually, with location, traffic, tenant demand, sales productivity and surrounding development producing very different outcomes within the same metropolitan market.

Westcliff’s investment case centres on properties that remain relevant to the communities around them. The company sees value in shopping centres where customers can combine retail visits with services and other everyday needs, supporting repeat traffic and long-term relevance.

Westcliff Open to Further Acquisitions

Asked whether the transaction signals an appetite for additional acquisitions in Western Canada or elsewhere in the country, Marcovitz confirmed that the company remains interested.

“Yes, but the goal is not simply to add properties to our portfolio, but to invest in places that have real purpose, strong market relevance and room to evolve,” he said.

Those criteria are consistent with Westcliff’s recent shopping centre purchases. Champlain Place strengthened its position in Atlantic Canada, Fairview Park expanded its holdings in Ontario, and Kingsway now provides a substantial presence in Alberta. As Canadian real estate owners continue to evaluate their portfolios and capital priorities, other acquisition opportunities could emerge.

For Kingsway, the immediate priority is straightforward. Westcliff has acquired a productive Edmonton shopping centre and plans to spend its initial period of ownership learning the property and supporting its existing operations. Longer term, Kingsway gives the company a significant Alberta platform as it looks for further opportunities to expand its Canadian portfolio.

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AI, Traceability and Resilience Reshape Global Retail Supply Chains: TradeBeyond Executive

cottonbro studio photo
cottonbro studio photo

Angela Rhea, Vice President of Product & Industry Consultant, with TradeBeyond recently was named a recipient of the 2026 Women in Supply Chain Forum Award in the Trailblazers category.

Presented by Supply & Demand Chain Executive and Food Logistics, the annual awards recognize female supply chain leaders whose accomplishments, mentorship, and leadership are helping shape the future of the global supply chain industry.

The Trailblazer category honors experienced women who have spent their careers driving innovation, operational excellence, and lasting change while paving the way for future generations of women in supply chain and logistics.

In an interview with Retail Insider, Rhea discusses her experience and the global supply chain.

Question: What do three decades in fashion and retail supply chains reveal about where the industry is headed?

Answer: Three decades in fashion and retail supply chains have taught me that change is constant, but the pace and complexity of change have accelerated dramatically. Earlier in my career, the primary focus was often on cost, speed, and getting products to market. Today, brands have to balance those priorities with resilience, compliance, sustainability, transparency, and now more commonly, the ability to respond to disruption in real-time.

The biggest shift I see is that supply chains are becoming less transactional and more interconnected. A retailer cannot look only at its direct supplier and assume it understands the risk associated with a product. They need to understand the network behind that supplier, including subcontractors, raw material processors, and even upstream sources.

The future belongs to organizations that can connect product, supplier, compliance, quality, and logistics information and turn it into actionable intelligence. Technology is an important part of that transformation, but the goal is not technology for its own sake. It is about giving people better information so they can make faster and better decisions.

Q: Why does supply chain resilience increasingly depend on relationships, not just technology?

A: Technology can provide visibility, but relationships determine what happens when something goes wrong. When a disruption occurs, whether it is a regulatory change, a quality issue, a capacity constraint, or a geopolitical event, retailers need suppliers that will communicate early and work collaboratively on a solution. A supplier relationship built entirely around price is much less resilient than one built around transparency, shared expectations, and continuous improvement.

That means retailers need to move from simply monitoring suppliers to actively developing them. Data can help identify which suppliers are performing well, where risks are emerging, and where additional support is needed. However, someone still has to have the conversation. The strongest supply chains combine digital visibility with human relationships. Technology helps us identify where to focus. Trust and collaboration help us actually solve the problem.

Q: How can retailers move from compliance-driven traceability to meaningful supply chain visibility?

A: The first step is changing the purpose of traceability. If the only objective is to produce documentation when an auditor or regulator asks for it, companies will always be playing catch-up.

Meaningful visibility means being able to understand what is happening across the supply network while there is still time to act. That requires connecting supplier information, product data, orders, audits, certifications, quality information, and chain-of-custody evidence rather than keeping those records in separate systems.

It also means going beyond Tier 1. Tier 1 is generally the easiest part of the supply chain to map. The real complexity often begins further upstream, particularly with raw materials and processing. At TradeBeyond’s 2026 AAFA Traceability Conference panel, we discussed how differences in production dates, units of measurement, batches, and processing stages can make upstream traceability particularly difficult.

The objective should be to create a living picture of the supply chain, not a static compliance report. When retailers have that visibility, traceability becomes useful for sourcing, risk management, supplier development, and business continuity, not just regulatory compliance.

Artem Podrez photo
Artem Podrez photo

Q: What do the latest regulatory requirements mean for sourcing and supplier relationships?

A: Regulation is fundamentally changing the conversation between brands and their suppliers. Requirements around deforestation, forced labour, human rights due diligence, product sustainability, and traceability require companies to demonstrate what happened throughout the supply chain, rather than simply make statements about their policies.

That puts more responsibility on sourcing organizations. Supplier selection can no longer be based primarily on cost, capacity, quality, and lead time. Companies also need to understand a supplier’s transparency, compliance maturity, documentation capabilities, and upstream relationships. This is especially important because regulatory requirements are becoming data requirements. A supplier may need to provide information about origin, materials, facilities, production processes, or environmental and social conditions. If that information cannot be collected, validated, and connected to the relevant product or shipment, compliance becomes extremely difficult.

The answer should not be to treat every new regulation as another isolated project. Retailers should build a scalable data and supplier-management foundation that allows them to adapt as requirements evolve and change.

Q: Why does women’s leadership matter in traditionally operational and technology- focused areas of supply chain?

A: Women have always played an important role in the supply chain, even if that contribution has not always been reflected in leadership representation. I believe diverse leadership matters because supply chains are fundamentally about people, relationships, and problem-solving. The industry is also changing from a function focused primarily on operational execution to one that requires collaboration across technology, sustainability, sourcing, compliance, finance, and corporate strategy.

Different perspectives make organizations better equipped to understand those interconnected challenges. For women entering leadership roles in supply chain and technology, I would encourage them not to feel that they need to fit an existing definition of what a supply chain leader looks like. The industry needs leaders who can bridge disciplines, ask difficult questions, and bring people together around a common objective. My own experience across fashion, retail, technology, and supply chain has reinforced that leadership is not about having every answer. It is about being willing to learn, challenge assumptions, and create an environment where other people can contribute their expertise.

Q: How are AI and emerging technologies changing the way retailers manage global supply networks?

A: AI is moving supply chain management from reactive to more predictive decision-making. There is a tendency to talk about AI as though it will automate the entire supply chain. I don’t think that is where the greatest value lies today. The more immediate opportunity is helping people process enormous amounts of information, identify patterns, and focus their attention where it matters most.

For example, AI can help extract information from supplier documents, identify inconsistencies in supplier records, flag emerging risks, analyze supplier performance, and prioritize exceptions. It can also help connect information that historically sat in separate workflows.

However, it is important to note that AI is only as valuable as the data underneath it. If supplier information is fragmented or inaccurate, AI cannot magically make the underlying supply chain visible. Retailers need connected data, clear processes, and defined ownership first. The most successful implementations will therefore combine AI with human expertise. AI can surface the signal. People still need to determine what that signal means and what action the business should take.

EqualStock IN photo
EqualStock IN photo

Q: How has ESG evolved from a reporting exercise into an operational consideration?

A: ESG is moving from the annual-reporting conversation into day-to-day supply chain decisions. For example, it is one thing to report supplier emissions or sustainability metrics. It is another to use that information when deciding where to source, which suppliers to develop, how to manage risk, or whether a product can meet future market requirements.

That shift is important because ESG information becomes much more valuable when it is connected to operational data. A retailer can start asking more meaningful questions like:

● Which suppliers are improving?

● Where are environmental or social risks concentrated?

● Which materials create the greatest impact?

● Which suppliers have the data and processes necessary to support future requirements?

Traceability is a major part of that evolution because credible ESG performance depends on knowing where products and materials come from. Connected supply chaindata can help move ESG from a reporting obligation to a decision-making tool.

Q: What should brands be doing now to prepare for Digital Product Passport and other traceability requirements?

A: Brands should start now, even though some of the detailed requirements are still being developed. The EU has identified textiles as a priority category under the Ecodesign for Sustainable Products Regulation. The European Commission currently anticipates adoption of the textile-specific delegated act in Q3–Q4 2027, with mandatory compliance taking effect around 2028 and implementation details to follow. Brands should use this time to establish the infrastructure rather than wait for every requirement to be finalized.

First, map the supply chain beyond Tier 1 and understand where critical product and material information originates. Second, establish common data standards so information from different suppliers and tiers can actually be connected. 

Third, identify gaps in documentation, chain of custody, and supplier participation. Finally, make sure traceability and product information is connected to the sku level through a unique identifier rather than maintained as a separate compliance exercise.

The DPP is ultimately about making product information accessible and connected to the actual product throughout the product lifecycle. For textiles, that information includes product identification, fiber composition, origin, relevant economic operators, repair and maintenance information, reuse and recycling information, and other verified compliance and traceability data. The brands that will be best positioned are not necessarily those that build a system specifically for the DPP, but are the ones that build a connected supply chain data foundation capable of supporting the DPP and whatever regulatory requirements come next. The European Commission’s DPP Registry is already live as of July 2026, which is another indication that this is moving from a future concept toward practical implementation.

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Food Basics Launches ‘More Flavours of Home’ Cookbook Series Celebrating Ontario’s Cultural Food Traditions

Nathan Cowley photo
Nathan Cowley photo

Everyone has that one recipe that they cherish. Sometimes passed down through generations, it might live in a worn notebook or simply in the memory of someone who knows it by heart, rarely shared beyond the people closest to them.

Food Basics sees an opportunity to play a role in preserving and celebrating those traditions. As a grocery brand that helps Ontarians bring the ingredients and flavours of home to their tables every day, More Flavours of Home takes that role one step further by putting the people and stories behind those traditions at the centre.

The grocer is launching More Flavours of Home, a cookbook series that invites Ontarians to nominate the home cooks and dishes that matter most to their families and communities. Selected recipes and stories will be featured across three editions celebrating Diwali, Lunar New Year and Ramadan. Nominations are open now through September 7, 2026.

Hardeep Kharaud, SVP of Food Basics, said More Flavours of Home is the next step in the brand’s More Flavours of the World platform; an opportunity to dive deeper beyond the hundreds of imported products key to many ethnicities that it carries, and into showcasing the people, recipes and traditions that make culture worth experiencing. 

“Food Basics is one of the fastest growing grocers in Ontario, and every new neighbourhood we open in brings a new opportunity to reach customers on more than just price alone. Our core belief is that great prices bring people in, but stocking the ingredients they actually cook with, and recognizing the culture behind them, is what earns the weekly shop. 

More Flavours of Home sits right where those two meet, celebrating the communities we serve, and the role food plays in bringing people together,” he said.

For many people in Ontario, food is one of the strongest ties to family, culture and community, said Kharaud.

“We serve incredibly diverse communities across the province, and we see every day how a recipe keeps people connected to where they come from and to each other. Over the years, we’ve continued to grow and strengthen our assortment of cultural products, fresh produce, halal meat and specialty ingredients across Ontario. In doing so, we’ve learned that the ingredients are only part of the story. The people who cook with them and share them are what truly bring those flavours to life,” he said.

More Flavours of Home was built around cultural moments where food plays an important role. Diwali, Lunar New Year and Ramadan were selected because of their food traditions, as well as their significance to hundreds of thousands of Ontarians across diverse cultural and faith communities, added Kharaud.

Pavel Danilyuk photo
Pavel Danilyuk photo

“These celebrations are also important moments within many of the communities we serve across Ontario, making them a natural extension of our commitment to helping customers find the flavours and ingredients that matter most to them.

“Nominations are open through September 7, so we’re looking forward to digging into the submissions once the window closes. What we’re hoping to see is a reflection of the diversity of Ontario. Maybe it’s the aunty who makes the only biryani worth eating, the grandmother whose mooncake recipe has never left the kitchen, or even someone nominating themselves because they know their recipe deserves to be shared. Ultimately, we’re looking to hear from family members, friends and community champions whose cooking brings people together, preserves traditions and creates a sense of home.”

Kharaud said the brand will look at success through the response it receives from Ontarians, including nominations, engagement with the cookbooks and feedback from the communities they’re celebrating.

“More Flavours of Home was built to grow with the communities we serve. These first editions celebrate Diwali, Lunar New Year and Ramadan, but the door is open to anyone who wants to share the food that matters to them.

“This series is a culmination of years’ worth of effort behind the scenes. We’ve been on a real journey to sharpen our merchandising, pricing and assortment in cultural goods so it’s consistent and dependable across our stores from Windsor to Ottawa. That commitment extends throughout our fresh departments as well, from ethnic produce and halal meat to the specialty ingredients that anchor so many cultural dishes. The cookbook is proof of that work. As we keep strengthening that foundation, we’ll keep evolving the series alongside the communities we serve.”

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KFC Canada’s $30M bet on beverages

KFC photo
KFC photo

KFC Canada just marked its first expansion outside of its core category in the country’s history launching Kwench, its new dedicated beverage brand with a $30 million investment from KFC Canada and its franchisees.

Marking its North American debut, Kwench features four distinct categories and nine crave-worthy, made-to-order beverages, including Krunch Shakes, Sparkling Lemonades, Boba Refreshers and Iced Lattes.

The scale of the expansion is significant: Kwench is rolling out to more than 170 locations by summer’s end, with plans to reach 600 locations in 2027. 

“Kwench represents a significant growth opportunity for KFC Canada as we expand beyond our core food offering and build a dedicated beverage brand at scale,” said Ryan Koon, President and General Manager, KFC Canada. “It reflects our commitment to meeting the evolving needs of Next Gen Canadians, offering trend-led drinks designed to be experienced and shared socially. Just as importantly, Kwench brings a distinct tone and personality to life, one that’s confident and full of character.”

Canada is also just the third global market, following the UK & Ireland and Australia, to introduce Kwench nationally.

The move comes as beverages continue to play a larger role in QSR choice, with consumers increasingly seeking drinks that offer bold flavours, unexpected textures and bright, contrasting colours.

Azim Akhtar, Head of Brand & Emerging Growth, KFC Canada, said Kwench represents a significant opportunity for KFC Canada to expand beyond its core food offering and build a dedicated beverage brand at scale. 

“We saw an opportunity to create something with its own bold, playful and unapologetic identity, rather than simply adding a few more drinks to the existing menu,” he said.

“Today, beverages have evolved into much more than an accompaniment to a meal. They have become part of treat culture, self-expression and social experiences, particularly among younger consumers and we wanted to join the conversation.”

The $30 million investment from KFC Canada and its franchisees reflects the scale of the opportunity it sees in specialty beverages and its confidence in Kwench as a long-term growth platform, said Akhtar.

“Kwench is our first expansion outside of KFC’s core category in Canada, so this is a meaningful step for the business. The investment will support the rollout and expansion of Kwench, with the brand reaching more than 400 locations by end of year and approximately 600+ locations in 2027,” he said.

KFC photo
KFC photo

Akhtar said the quick service restaurant is seeing a shift in the role beverages play in the overall QSR industry. 

“Specialty beverages have become a leading driver of QSR choice, and consumers are increasingly looking for drinks that offer bold flavours, unexpected textures, bright colours and a sense of discovery,” he explained.

“Shakes and lemonades continue to rank among the most sought-after specialty beverage categories, but consumers are also looking for new combinations and experiences.”

Gen Canadians are helping redefine what a beverage can be. Drinks are increasingly a form of self-expression and social identity, and they’re something people discover, share and talk about, added Akhtar.

“That thinking is at the heart of how we’re bringing Kwench to life. Our marketing is designed to meet Gen Z with a playful, culturally relevant tone and experiences built to spark conversation and participation. Our new “Kwench Traps” campaign plays directly into that behaviour, turning the idea of a thirst trap on its head and giving everyday Canadians the chance to be featured on a billboard at Yonge-Dundas,” he said.

“We wanted the campaign to feel as bold and unexpected as Kwench itself. Younger consumers are particularly attuned to trends, visual appeal, unexpected flavours and experiences that feel worth sharing socially and gain attention.”

KFC photo
KFC photo

Kwench is an important part of the company’s strategy to evolve the KFC experience and identify new areas of growth while staying true to what makes the brand distinctive, noted Akhtar.

“This is our first expansion outside of our core category in Canada, and it allows us to participate in a fast-growing specialty beverage occasion while creating new reasons for consumers to visit KFC,” he said.

“We see Kwench as complementary to our core food business, but also as a destination in its own right. Whether someone is coming in for a shake after school, a sparkling lemonade with their meal or an iced latte in the afternoon, Kwench gives us another way to meet consumers across more occasions throughout their day.”

KFC photo
KFC photo

Akhtar said Canada is a very important growth market for KFC, and it saw a strong opportunity to bring the Kwench concept here based on both the strength of the KFC brand and the evolving beverage preferences of Canadian consumers.

“The scale of the Canadian opportunity was also a key factor. With more than 650 KFC locations across the country, we have the ability to bring Kwench to Canadians nationally and build a meaningful new beverage platform. We’re excited to see how Canadians make Kwench their own.”

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KFC photo
KFC photo

Canadians Are Grocery Shopping More Often but Buying Less Each Time

Dairy Aisle at a Loblaw grocery store. Image: StuCor Construction Ltd.

Smaller baskets, more frequent purchases and the rise of store brands reveal a consumer who is constantly searching for value.

The Canadian grocery shopper is changing. Recent consumer data from NielsenIQ describe households that are buying more frequently, carrying smaller baskets, visiting more types of retailers and showing less loyalty to both traditional supermarkets and national brands.

This is not simply an inflation story. It is a story about adaptation. After years of inflation, Canadians have become tactical shoppers. They divide purchases among retailers, follow promotions closely and reconsider which brands and proteins still offer value.

In the latest rolling 13-week measurement, the average buyer recorded 63.6 purchase occasions, compared with 58.1 in the period ending in early April. That equals nearly five purchases a week, but it does not mean five grocery-store visits. The measure captures transactions across supermarkets, warehouse clubs, mass merchants, drugstores, dollar stores and online channels.

The direction is unmistakable: Canadians are purchasing more often. Meanwhile, spending per transaction fell from $39.42 to $38.08, a decline of 3.4 per cent. Consumers are making smaller purchases, but repeating them more frequently. Smaller baskets do not necessarily produce savings when they are filled more often.

This looks like cherry-picking. A household may buy produce at a supermarket, meat at a warehouse club, pantry goods at a discount retailer and something else online. The weekly grocery trip is becoming a series of smaller transactions across several channels.

Traditional grocers remain Canada’s largest food-retail channel, but their grip is weakening. Over the latest 52 weeks, they captured 47.8 per cent of spending, down 1.3 percentage points. Less than $48 of every $100 spent across the retail market now goes to a conventional grocery store.

Warehouse and mass merchants gained market share. Warehouse-club spending increased 11.5 per cent and product volume rose 6.9 per cent. Ethnic stores also grew strongly, with spending up 12.1 per cent and purchases up 9.7 per cent.

Spending online climbed 17.9 per cent, while the number of products purchased jumped 22.1 per cent. Because purchases grew faster than spending, consumers may be finding better value online or choosing less expensive products. At traditional grocers, spending increased 3.1 per cent while purchases rose only 0.8 per cent. Shoppers paid more but carried home almost the same amount.

The search for value is also strengthening private labels. Store brands now represent 24.3 per cent of physical volume but only 18.8 per cent of spending. About 24 of every 100 kilograms purchased are store-brand products, yet they account for less than $19 of every $100 spent. The gap is consistent with their lower-price positioning.

Private-label volume increased 1.5 per cent over the latest 52 weeks, while national-brand volume declined 0.2 per cent. Dollar sales rose 3 per cent for both. Shoppers are purchasing more store-brand product, while national brands are collecting more revenue without selling more volume.

Even store brands cannot protect consumers from pressure in animal proteins. Private-label meat and seafood volume fell 4 per cent while dollar sales increased 2 per cent. Canadians bought less but still spent more. That is the affordability challenge in one sentence.

The 12-week category results reveal a reshuffling of protein choices. Cottage-cheese volume increased 17 per cent. For every 10 kilograms purchased a year earlier, shoppers are now buying the equivalent of 11.7 kilograms. Dollar sales increased even faster, by 25 per cent.

One tracked seafood segment also grew, with volume up 13 per cent, but salmon moved in the opposite direction. Salmon volume fell 36 per cent: the equivalent of 10 kilograms became only 6.4 kilograms. Yet dollar sales declined just 23 per cent, indicating a higher average price or product mix.

Processed cheese spreads suffered a similar retreat. Volume dropped 22 per cent, meaning the equivalent of 10 kilograms became 7.8 kilograms. Tracked meat volume declined 10 per cent, from the equivalent of 10 kilograms to nine.

Canadians are not abandoning animal protein. They are reallocating it. Cottage cheese is gaining momentum, helped by protein content, versatility and value. Some seafood products are growing, while salmon, processed cheese spreads and certain meat products are losing volume.

The lesson for grocers and manufacturers is straightforward. Today’s consumer is no longer passively absorbing higher prices. Loyalty has become conditional. A familiar brand, convenient location or rewards program still matters, but only when the value is credible.

National brands should not assume that higher dollar sales mean a healthy business. Revenue can increase while customers buy less product. Traditional grocers face the same warning: they command the largest share of spending, but shoppers are moving parts of their baskets elsewhere.

The defining characteristic of today’s shopper is not thrift alone. It is fragmentation. Canadians are spreading purchases across more places, making more transactions, buying smaller baskets and switching products when the value equation fails. They are still buying food – just very differently.

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Community pharmacies play a bigger role in Canadians’ health and local economies than many realize (Opinion)

Neighbourhood Pharmacy Association of Canada photo
Neighbourhood Pharmacy Association of Canada photo


By Billy Cheung, Head of Pharmacy, Pharmasave


Community pharmacies are a familiar part of the Canadian retail landscape, but the role they play in their communities is much broader than many realize.

They are local businesses and employers, often with longstanding ties to the communities they serve. They are also increasingly important healthcare destinations as pharmacists take on a wider range of clinical services.

For many Canadians, however, the pharmacy is still primarily thought of as the place to fill a prescription or pick up an over-the-counter medication. That perception misses a much bigger story: community pharmacies contribute to both Canadians’ health and the strength of local economies.

Recent first-of-its-kind research commissioned by the Neighbourhood Pharmacy Association of Canada (NPAC) gives us a clearer picture of the scale of that contribution.

The findings include:

  • Community pharmacy contributes nearly $23 billion annually to Canada’s economy.
  • The sector supports more than 273,000 jobs and generates approximately $6.3 billion in annual tax revenues.
  • Nearly two-thirds of Canada’s pharmacy locations are independently owned or banner pharmacies.
  • Approximately 60 per cent of Canadians live within a one-kilometre walk of a pharmacy.
  • In rural Canada, more than one in every 100 residents works in the pharmacy sector.

Those figures begin to show just how closely the economic and healthcare contributions of community pharmacy are connected. At the same time, the services pharmacies provide have expanded significantly. Depending on where you live, pharmacists can now assess and prescribe for common ailments, administer vaccines and injections, renew or adapt prescriptions and, in some jurisdictions, order laboratory tests.

They are also increasingly involved in supporting patients with chronic conditions. As extensively trained medication and immunization experts who are among the most accessible healthcare professionals in their communities, pharmacists are well-positioned to take on this broader role.

And as that role in healthcare expands, the local pharmacy is changing as a business too.

The value of making decisions close to home

Nearly two-thirds of Canada’s pharmacy locations are independently owned or banner pharmacies. That matters because, for independently owned pharmacies, local ownership puts decisions closer to the communities being served.

A pharmacist owner sees firsthand what patients and customers are asking for, where gaps in care may exist and which services are needed locally. They can then make decisions about where to invest and which services make sense for their community.

Healthcare needs aren’t the same everywhere, and neither are the solutions. We see that in the services being offered across the Pharmasave network.

At Cumberland Pharmasave in B.C., owner-pharmacist and women’s hormone consultant Kerri Moskal developed an innovative hormone-replacement therapy (HRT) clinic for women that has drawn patients from across Vancouver Island. As demand grew, she adapted the model by introducing after-hours group education sessions, followed by the option of a one-on-one call for personalized recommendations. Her work was recently recognized with the BC Pharmacy Association’s 2026 Excellence in Patient Care Award.

In Weyburn, Saskatchewan, Pharmasave is helping expand access to mental health care through the province’s Mental Health Medication Management Pharmacy Pilot Project. Working under a collaborative practice agreement with a local psychiatrist, participating pharmacists can initiate medications, adjust medications or dosages to optimize therapy, and discontinue medications
when appropriate. The model makes greater use of pharmacists’ expertise to provide patients with more timely, ongoing medication management in their community, while allowing the psychiatrist to focus more time on patients with complex needs and see more patients overall.

Across Nova Scotia, seven Pharmasave pharmacies are helping support broader health needs in their communities by running Community Pharmacy Primary Care Clinics as part of a provincial program. Through the clinics, pharmacists can assess and prescribe for conditions such as strep throat, pink eye and urinary tract infections, while also helping patients manage chronic diseases
including diabetes, asthma and COPD.

These are just a few examples of how independent pharmacist owners and community pharmacy teams are identifying gaps in care and helping improve access close to home.

At Pharmasave, we have a national footprint, but our pharmacies are deeply rooted in the communities they serve. Pharmacy owners are often local healthcare providers, employers and trusted members of their communities. That local connection matters from a retail and business perspective too: these are businesses making decisions about services and investments based on the needs they see firsthand.

Pharmasave photo
Pharmasave photo


Supporting local economies and communities

The connection between economic and healthcare well-being is particularly apparent in rural communities.

A community pharmacy can be both one of the most accessible healthcare destinations in town and an important local employer and longstanding business. According to NPAC’s report, more than one in every 100 rural residents works in the pharmacy sector.

In smaller communities, those roles are closely connected.

A pharmacy that identifies a local gap and adds a new healthcare service can help residents access care closer to home while continuing to support local employment and economic activity. And because pharmacist owners often live and work in the same communities as their patients and customers, they have a firsthand understanding of how local needs are changing.

There is an important continuity-of-care story here too.

Research cited in NPAC’s report shows that pharmacists in rural communities may see patients between 1.5 and 10 times more frequently than family physicians. They also tend to stay in their communities. Pharmacists remain in rural practice for an average of 15 years, compared with 11 years for family physicians.

Think about what that means in practice.

Over time, the local pharmacy can become a personalized hub of care. If you’ve been seeing the same pharmacist for years, they may know the medications you take, understand aspects of your health history and goals, recognize when something has changed and often know your family too.

That continuity matters. As pharmacists take on a broader role in healthcare, those longstanding relationships give them an opportunity to provide increasingly personalized support and identify needs that might otherwise go unnoticed.

This isn’t about pharmacists replacing family physicians, nurses or other healthcare professionals.

Good healthcare depends on different professionals working together and contributing their particular expertise. It’s about recognizing the healthcare capacity that already exists in our communities and making good use of it.


The local pharmacy has changed

At Pharmasave, we recently surpassed 900 pharmacies across Canada, many of which are independently owned by pharmacists who live and work in the communities they serve. Over the past year, pharmacists across our network completed more than 80,000 common ailment
assessments and provided health and medication support for nearly 88,000 new patients.

I suspect those numbers would surprise many Canadians. And that’s really the point.

Independent Pharmacy Day on August 31 is an opportunity to recognize the people behind independent pharmacies across Canada. It is also a timely moment to consider how significantly the role—and the business—of community pharmacy has evolved.

The neighbourhood pharmacy is still where Canadians go to fill prescriptions, but the business increasingly extends well beyond dispensing. And that evolution looks different from one community to the next.

It is this combination of entrepreneurship, local decision-making and an evolving role in healthcare that places independent pharmacy at the intersection of Canada’s business, retail and healthcare landscape.

More from Retail Insider:

From The Desk: Expansion and Adaptation Define This Week’s Canadian Retail Landscape

It was another busy week for Canadian retail, with expansion, investment and shifting consumer behaviour shaping many of the stories we followed at Retail Insider.

Brands continue to invest in stores and new markets, even as retailers navigate a more complicated economic environment. Trade tensions remain part of the conversation, while changing consumer expectations are influencing everything from store design and technology to merchandising and customer experience.

We also saw further evidence this week that physical retail remains an important part of growth strategies across the country. New stores, acquisitions, shopping centre investment and commercial partnerships are continuing to reshape the Canadian retail landscape as we head toward the fall.

Here are some of the stories and developments that caught my attention this week.

Retailer News

Arc’teryx is notably accelerating its North American footprint with ambitions to grow from 75 stores to approximately 200, targeting key urban centres, mountain towns, and premium retail concepts. It’s a sign of confidence in the outdoor and technical apparel sectors fueled by significant direct-to-consumer momentum Arc’teryx’s North American retail expansion. In parallel, Westcliff has re-entered Western Canada by acquiring the 880,049-square-foot Kingsway Mall in Edmonton, leveraging the city’s young and educated demographic to strengthen its national retail portfolio Westcliff’s acquisition of Kingsway Mall in Edmonton.

Other retail developments reinforce consumer appetite for both experiential and lifestyle-oriented offerings. Samsung Canada is expanding its physical retail presence with new experience-oriented stores that spotlight AI-powered and connected devices, underscoring the continuing relevance of in-person discovery even for technology products Samsung Canada’s experience-led store openings. Retailers like JD Sports and Knix are also extending their footprints with flagship and regional store openings, respectively, signalling ongoing investment in urban and Atlantic Canadian markets JD Sports’ downtown Montreal flagshipKnix’s first Atlantic Canada store in Halifax.

Foodservice continues to be a bright spot, with rapid growth noted at Jersey Mike’s and Happy Belly Food Group, both expanding aggressively across Canada, thus driving demand for prime retail real estate in the quick-service sector Jersey Mike’s expansion ambitionsHappy Belly Food Group’s record Q2 sales. Food court redevelopment projects like Promenades St-Bruno’s $49.5 million overhaul also reflect the imperative to adapt retail centres to evolving dining preferences Promenades St-Bruno food court redevelopment.

Retailers and landlords are actively responding to trade-related headwinds, as seen in renewed calls for local sourcing and Buy Canadian initiatives sparked by escalating tariffs. This renewed movement is influencing merchandising and supply strategies amid broader economic challenges Renewed Buy Canadian movement. Meanwhile, Walmart is expanding Walmart+ to Canada, integrating omni-channel capabilities to bolster its digital reach alongside physical store investments Walmart’s Canadian digital strategy expansion.

Statistical data this week painted a cautiously optimistic picture for the Canadian economy. Statistics Canada reported a 0.8% real GDP increase in Q2 2026 driven by household spending and business investment, although looming tariff risks could temper this momentum Canadian economy rebounds in Q2. Retail employment data showed a slight decline in June, primarily in grocery and general merchandise sectors, while vacancy rates for retail positions continue to indicate tight labour market conditions with recruitment challenges Retail payroll employment trends.

On the corporate front, Corby Spirit and Wine Limited recorded a record fiscal 2026 with 11% revenue growth, buoyed by a robust ready-to-drink portfolio and effective cost control, exemplifying resilience amid sector volatility Corby Spirit and Wine’s record fiscal results. Such performance underlines the continued demand for premium and innovative beverage offerings within retail environments, reinforcing the importance of portfolio diversification.

Retailer Op-Eds

The recent reflection on the Roots acquisition offers valuable insights for mid-market retailers, stressing the criticality of protecting a unique value proposition and leveraging cultural resonance to maintain customer loyalty and expand profitability. This case illustrates how differentiation and brand authenticity remain essential strategies in a competitive retail landscape Lessons from Roots acquisition. Trade tensions and tariff retaliations also remain a contentious topic, with expert analysis warning that broad counter-tariffs risk significant grocery price inflation without achieving desired trade outcomes, suggesting a need for more targeted government measures to minimise consumer harm Tariff retaliation’s impact on grocery prices.

Editor’s Take

One thing that continues to stand out to me is the willingness of retailers and landlords to invest despite considerable uncertainty in the Canadian economy. Arc’teryx is expanding its store network, Westcliff is adding to its shopping centre portfolio, and Walmart is building out its digital membership strategy. These are very different businesses, but each is making longer-term bets on how and where Canadians will shop.

At the same time, the operating environment is becoming harder to predict. Trade tensions and tariffs are adding another layer of complexity to sourcing and pricing, while the renewed interest in buying Canadian could influence purchasing decisions in ways that extend well beyond the current political moment. Retailers will be watching closely to see how much of that sentiment translates into lasting changes in consumer behaviour.

What I find particularly interesting is that uncertainty does not appear to be stopping investment. We continue to see new stores, renovations, acquisitions, technology spending and experimentation with new formats. Companies are being selective, but there is still considerable confidence in the Canadian consumer and in well-positioned physical retail.

As we move into the fall and eventually the holiday season, the divide between retailers that are investing from a position of strength and those focused primarily on managing costs could become increasingly visible. That will be something we’ll be watching closely at Retail Insider.

This Week’s Articles

Retailer News

Retailer People News

Retailer Op-Eds

News From Around the Web

Daily Synopsis: August 28, 2026

Welcome to the Daily Synopsis by Retail Insider. We hope you enjoy the 12 articles we published covering key developments in Canadian retail.

DUER is growing its presence in Winnipeg with a new store at CF Polo Park, aiming to expand further across Canada and the U.S. over the next two years DUER expands to Winnipeg. Cineplex is boosting revenue by expanding its merchandise business alongside premium cinema offerings to engage customers more deeply Cineplex grows retail business. JD Sports is accelerating Canadian growth with a flagship in downtown Montreal, prioritizing urban markets despite heritage concerns JD Sports opens Montreal flagship.

Best Buy Canada faces a revenue decline as its Express store expansion matures, refocusing on productivity across its footprint Best Buy Canada sales decline. Jersey Mike’s continues rapid Canadian growth, targeting 300 locations with broad regional expansion plans Jersey Mike’s explosive growth. Optional coverage includes Canada’s economic growth of 0.8% in Q2 2026 Canadian economy bounces back and lessons on experiential retail from Value Village that challenge traditional approaches Lessons from Value Village experience. See other articles below.

🗞️ The Day’s Retail Insider Article List

🌐 Canadian Retail News From Around the Web

The Canadian Beauty Shopping Habits Turning Skincare Into a Self-Care Ritual

Beauty shopping is becoming less about filling a bathroom shelf and more about deciding what genuinely earns a place in an everyday routine. In Canada, where consumers can move between drugstores, department stores, specialist retailers and increasingly sophisticated online beauty shops, the choice is no longer simply about finding the newest product. It is about finding products that fit how people actually want to live.

That shift changes the meaning of skincare shopping. A purchase can be functional, but it can also become part of a slower evening ritual, a few minutes spent looking after yourself rather than simply addressing a perceived flaw. The result is a more considered relationship with beauty, where formulation, purpose and personal routine all matter.

The Beauty Shelf Is Becoming More Intentional

The most revealing change may be what consumers leave off the shelf. Instead of automatically building elaborate routines, shoppers are increasingly able to compare ingredients, understand what individual products are intended to do, and decide whether another step is genuinely necessary.

For someone building a quieter evening ritual, something as simple as applying a caffeine eye cream can become one small part of that process. OKOA’s formula combines caffeine and squalane with botanical extracts and other actives, and is designed for use around the eye contour. The broader lesson is less about one product than the way a specific step can have a defined purpose within a personal routine.

This kind of selectivity can make skincare feel less like maintenance and more like a moment of pause. The product matters, but so does the habit of stopping for a few minutes at the end of the day.

Ingredient Curiosity Is Changing the Shopping Experience

Canadian beauty retail is operating in a market where ingredient awareness has become increasingly visible. Shoppers do not necessarily need to understand every molecule in a formula, but they can now investigate why an ingredient is there and what role it is intended to play.

That is partly what makes modern skincare shopping different from simply choosing a product based on packaging. Consumers can compare formulas, read about active ingredients and decide whether a product aligns with their existing routine.

Retail Insider’s coverage of Indeed Labs’ 15th anniversary provides one example of how the Canadian market has developed around targeted, science-led skincare. The company’s history includes products designed around particular concerns rather than a one-size-fits-all approach, reflecting a wider emphasis on formulation and purpose.

For the consumer, that creates a more informed shopping experience. The question becomes less “What is everyone buying?” and more “What does my skin actually need?”

Self-Care Does Not Have to Mean More

There is a temptation to equate self-care with indulgence, but skincare can work differently. A routine can be calming precisely because it is familiar and limited.

A cleanser, moisturizer, treatment, and daytime SPF may be enough for one person. Someone else may enjoy adding an eye product or a more targeted treatment at night. Neither approach needs to be treated as superior.

That is where the idea of ritual becomes useful. Applying skincare slowly, rather than rushing through it, creates a small boundary between the demands of the day and the time that follows. The product becomes part of the ritual without becoming the whole point.

Canadian Retail Is Bringing More Choice to the Shelf

Choice is also becoming a larger part of the Canadian beauty landscape. Retail Insider’s recent coverage of IOPE’s arrival through Sephora Canada illustrates how international skincare brands rooted in research and ingredient development are continuing to enter the market. The launch gives Canadian shoppers another example of how global skincare concepts are increasingly available through familiar retail channels.

For consumers, more choice can be valuable, but it also makes discernment more important. When shelves become crowded with actives, technologies and claims, a routine built around a few clearly understood priorities may be easier to maintain.

The growth of research-led skincare also reflects the wider movement toward products that explain what they are designed to do, rather than relying entirely on the promise of transformation.

Shopping Can Become Part of the Ritual

There is another side to this trend that has less to do with ingredients and more to do with experience. Choosing a skincare product can become a form of self-care when the decision is deliberate.

Perhaps that means spending time reading the label instead of buying impulsively. Perhaps it means replacing a product that no longer suits your routine rather than accumulating three more alternatives. Or it can mean choosing a texture that makes an evening ritual enjoyable enough to repeat.

That relationship between precision and daily use is explored in the changing language of skincare, where longevity and thoughtful routines have become part of the broader conversation.

The Minimalist Beauty Cabinet Has an Advantage

A smaller routine does not necessarily mean a less sophisticated one. A carefully developed formula can combine several functions, allowing one product to serve a clear role without adding unnecessary complexity.

That is particularly relevant as shoppers become more attentive to the idea of a minimalist beauty wardrobe. The emphasis is not on owning the fewest products possible, but on knowing why each product is there. This approach is also reflected in the idea of minimalist beauty, where skincare staples are considered alongside personal style and everyday practicality.

The New Luxury Is a Routine You Actually Enjoy

Beauty shopping can still be exciting. New launches, unfamiliar ingredients and international brands all have their place. But the most sustainable purchase may be the one that becomes part of a routine you genuinely enjoy using.

That is perhaps the most interesting shift in Canadian beauty shopping. Skincare is moving beyond the idea of correction and toward something more personal: a few intentional minutes of care, supported by products chosen for a reason.

The mirror may still be part of the experience, but it is no longer the only measure of whether a routine feels worthwhile. As a recent Forbes discussion of the mirror and lens suggests, the way we look at something can change what we notice about it. In skincare, that may mean seeing the ritual itself as part of the benefit, not simply the appearance that follows.

From Busy Schedules to Better Systems: Running a More Efficient Cleaning Business

Running a cleaning company often looks straightforward from the outside, but the day-to-day reality involves much more than completing appointments. A business providing a cleaning service in Toronto or any other competitive market has to coordinate staff, supplies, customer expectations, travel time, scheduling, quality control, and billing without allowing small problems to disrupt the entire day. The businesses that operate most efficiently are usually not the ones working the fastest. They are the ones that build reliable systems around the work.

Efficiency matters because wasted time quickly becomes wasted money. A late crew can affect several appointments, poor inventory management can delay a job, and unclear instructions can lead to callbacks or customer complaints. Improving operations means reducing these points of friction while still maintaining consistent service.

Start With a Schedule That Matches Reality

An efficient cleaning schedule needs enough structure to keep teams productive without assuming that every job will go perfectly.

One common mistake is booking appointments too closely together. Travel delays, unusually messy properties, customer questions, or equipment problems can easily push a team behind schedule. Leaving reasonable buffers between jobs makes it easier to absorb these unexpected delays without affecting the rest of the day.

Scheduling should also take geography into account. Sending one team back and forth across a large service area wastes fuel and working hours. Grouping appointments by neighborhood or zone can reduce drive time and allow crews to complete more productive work during the same shift.

Recurring customers can make scheduling easier because their appointments are predictable. When possible, assigning consistent days and time windows helps create a stable weekly structure around which one-time and deep-cleaning jobs can be arranged.

Standardize the Way Jobs Are Done

Consistency becomes increasingly important as a cleaning company grows.

When every employee has a different idea of what “finished” means, quality becomes difficult to control. Clear procedures can help make sure important tasks are completed regardless of which team member is assigned to a property.

A standard cleaning sequence can also improve speed. Instead of deciding where to start at every job, employees can follow a familiar order from room to room. Over time, repeated routines reduce unnecessary movement and make it easier for experienced staff to notice when something has been missed.

Standardization does not mean every property should receive identical treatment. Homes and commercial spaces have different priorities. The goal is to establish a dependable baseline while still allowing employees to adapt to customer requests and property-specific requirements.

Give Employees Clear Job Information

Crews work more efficiently when they know what to expect before arriving.

Job notes can include the size of the property, access instructions, requested services, areas needing extra attention, pets, parking details, and any products that should or should not be used. Having this information available in advance reduces phone calls, confusion, and unnecessary trips back to the office.

Clear instructions are particularly important when customers request something outside the normal service package. A team that expects a standard appointment may not bring the right supplies for an oven cleaning, post-renovation cleanup, or other specialized task.

Accurate job records can also improve future visits. If employees record useful details after the first appointment, the next crew can arrive better prepared.

Keep Supplies Simple and Organized

Supply management may seem like a small part of running a cleaning business, but poor organization can create surprisingly large delays.

Teams should have a predictable set of products and tools for routine jobs. Standardizing supplies simplifies training and makes restocking easier because employees do not need to learn several different products that perform similar functions.

Vehicles and supply closets should also follow a consistent organization system. Employees should be able to see quickly when microfiber cloths, trash bags, gloves, cleaning solutions, or other frequently used items are running low.

Regular inventory checks are generally more efficient than emergency purchasing. Running out of a basic product in the middle of a workday can cost far more in lost time than maintaining a small reserve.

Equipment should receive similar attention. Vacuums, mops, extension poles, and other tools should be inspected periodically so worn or damaged equipment can be repaired before it fails during a job.

Train for Quality and Efficiency Together

Fast work is valuable only when the results meet customer expectations.

Training should therefore focus on both cleaning technique and workflow. Employees need to understand which areas require careful attention, which products are appropriate for different surfaces, and how to move through a property efficiently.

Experienced cleaners often develop shortcuts, but not every shortcut is useful. Skipping small details may save minutes during an appointment but create callbacks that cost much more later.

Training can also cover communication. Employees who know how to respond to simple customer questions or report a problem clearly can often resolve minor issues without involving a manager.

Refresher training is useful as well. Even experienced teams can develop inconsistent habits over time, especially when a company is busy.

Reduce Repeat Work With Better Quality Checks

Correcting a cleaning job after the customer complains is one of the least efficient ways to use company time.

A short quality check before leaving the property can prevent many callbacks. Employees can inspect high-visibility areas such as mirrors, floors, countertops, fixtures, and entryways to confirm that the finished result meets expectations.

For larger jobs, assigning one team member to perform a final walkthrough can be particularly helpful. A fresh set of eyes may notice something the person cleaning the area overlooked.

Customer feedback should also be treated as operational information rather than simply praise or criticism. If the same complaint appears repeatedly, there may be a weakness in training, scheduling, equipment, or procedures that needs to be addressed.

Make Communication Easy for Customers

Efficient operations extend beyond what happens during the cleaning appointment.

Customers should know how to book, reschedule, ask questions, and report concerns without going through unnecessary steps. Clear appointment confirmations can reduce missed visits and misunderstandings about arrival times.

Policies should also be easy to understand. Cancellation rules, payment expectations, service limitations, and preparation requirements are easier to manage when customers receive them before the appointment rather than after a disagreement occurs.

Simple communication can reduce administrative work. When customers already know what to expect, staff spend less time answering the same questions repeatedly.

Track the Numbers That Reveal Inefficiency

A cleaning business does not need complicated analytics to identify operational problems.

A few practical measurements can reveal where time and money are being lost. Businesses can compare estimated job times with actual completion times, track how often appointments require callbacks, and monitor how much travel occurs between properties.

Labor costs are another important indicator. A job that appears profitable based on its price may be much less attractive if it regularly takes longer than expected.

Customer retention can provide useful information too. Recurring customers create predictable revenue and generally require less marketing effort than constantly replacing lost clients.

The purpose of tracking these numbers is not to measure everything. It is to identify patterns that can guide better decisions.

Build Systems That Can Grow With the Business

A small cleaning company can often operate informally because the owner knows every customer, employee, and appointment.

That becomes harder as the business grows.

Processes that exist only in the owner’s head should gradually be documented. Scheduling rules, customer communication, supply procedures, training expectations, and quality standards become easier to maintain when employees can follow a shared system.

Delegation also becomes important. Owners who personally handle every schedule change, customer message, inventory purchase, and employee question eventually become a bottleneck.

Creating reliable procedures allows other team members to take responsibility without sacrificing consistency.

Efficiency Is Really About Removing Friction

A more efficient cleaning business does not necessarily need to squeeze more appointments into every day. In many cases, the biggest improvements come from eliminating avoidable delays and repeated work.

Better scheduling reduces unnecessary driving. Clear job information helps crews arrive prepared. Organized supplies prevent interruptions. Consistent training improves quality, while simple customer communication reduces administrative headaches.

Each improvement may appear small on its own, but together they can make daily operations noticeably smoother. When employees spend less time dealing with confusion and preventable problems, they can focus more attention on the work customers actually value.

Over time, that creates a business that is easier to manage, more predictable to operate, and better prepared to grow without allowing the quality of service to decline.