Unlock the Secrets of 50 Years of Unbeatable Customer Service at McCoy's Grocery

A Legacy of Personal Touch in Grocery Retail

From his earliest days, Bruce McCoy was immersed in the world of grocery business, watching his father operate both a rolling store on a bob truck and a brick-and-mortar shop. It seemed almost fated that he would follow in those footsteps, but at 24, he sought a new path. After a brief, unsuccessful venture, fate intervened when Lannie Browning, a former employee of his father who had opened a store in Ecru in 1974, offered him a job. McCoy worked there for a year, building relationships with customers, and then seized the opportunity to buy the store, crediting it to divine providence.

Over the decades, McCoy's Grocery has evolved with changes like relocating the front door and adding parking, but its core remains a 4,000-square-foot space offering dry goods, frozen food, produce, and more. The standout feature is the meat market, which accounts for roughly half of the store's sales and attracts customers from local restaurants, catering services, and beyond Ecru's 1,100 residents, including workers from the Ashley Furniture plant.

Building a Family-Like Team for Exceptional Service

McCoy attributes much of his success to hiring and retaining talented employees. His butcher, Jason Carter, has been with him for 32 years, store manager Sheila Dobbs for 31 years, and head cashier Gail Powell for 17 years. He emphasizes the importance of bringing on smart, reliable people to manage operations, supplemented by part-time high school and college students who gain valuable experience. This approach fosters a low-turnover environment where employees feel like family, as Dobbs notes, "He's always treated me fairly, and he treats me like family."

The store's commitment to personalized service is a key differentiator. Customers are greeted by name, and the business pioneered home delivery and curbside pickup long before larger chains. Located in the heart of Ecru, McCoy's thrives despite competition from big-box stores in nearby towns by focusing on community connection and impulse sales, which are crucial for profitability in an industry with slim margins.

Navigating Challenges and Looking Ahead

The grocery industry faces significant changes, with online shopping accounting for 70% of sales in 2024, according to the Food Marketing Institute. McCoy acknowledges the shift but remains dedicated to the brick-and-mortar model, highlighting the loss of impulse purchases in online settings. With a profit margin of just 1.7% industry-wide, he stresses the need to carefully manage prices and focus on high-volume, profitable products.

Family has always been integral to the business, with McCoy's children and grandchildren contributing over the years. His son Jonathan, who worked in the store before moving to banking, recalls how the store's reputation for excellent training and customer interaction benefited his career. "It was the place where you wanted your kids to work," he says, noting that the store's success is built on treating everyone with respect and building a strong community presence.

At 75, Bruce McCoy has no plans to retire, believing that staying active in something he enjoys is essential for well-being. The store continues to be a pillar in Ecru, demonstrating that old-fashioned customer service and a family-oriented approach can withstand the test of time and technological advancements.