Melissa Moore sits down with James Kean, Managing Director of Keans Claremorris, a fourth-generation family business that has evolved from a small grocery shop into a 25,000 sq ft retail destination. With 120 years of history behind them, the Kean family has embraced change while staying true to their roots in customer service and community.
They discuss:
- The transformation of a family grocery shop into a modern multi-department retail destination.
- How adaptability and customer focus helped the business survive world wars, recessions and the pandemic.
- The role of partnerships, buying groups and collaborations (including PetStop) in maintaining competitiveness.
- The balance between digital convenience (same-day dispatch, nationwide delivery) and strong local identity.
- How AI, data and technology are shaping operations and customer experience.
Key takeaways:
- Family businesses thrive when they evolve with customer needs while holding onto their community roots.
- Strategic partnerships and buying groups give independents the scale to compete with bigger players.
- Investing in technology, from AI to fibre broadband can enhance both online and in-store experiences.
- Staff training and empowerment remain at the heart of excellent customer service.
- Resilience in retail comes from positivity, peer support and a willingness to adapt.
Check out https://www.keanscm.ie/
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