‘A smile in every aisle’ at Ellis Family Market

Major expansion offers more products
Houlton Pioneer Times Photo/Elna Seabrooks
HARD ACT TO FOLLOW — Jon Ellis enjoyed watching his brother Peter demonstrate his juggling  skills in the produce aisle of the Ellis Family Market. No fruit was harmed during the photography. The Patten store is celebrating its renovation and expansion with a 10-day event of giveaways and discounts. 
By Elna Seabrooks
Staff Writer
    PATTEN — Today’s grand re-opening of the Ellis Family Market kicks off with deep discounts on selected items and giveaways in an expanded store that is now in its second generation of ownership within the family. The 11-day event that lasts until Saturday, May 15 is celebrating a major renovation and expansion that nearly doubled the store’s square footage to the tune of “well over $1 million” according to Jon Ellis.
    “We went from 8,000 to 14,000 square feet — almost double. The customers love the wide aisles and being able to see the products that are easier to reach,” said Jon about the eight-month renovation that started last fall. Customer Phil Sherman was purchasing food at the deli counter and said, “you need a golf cart to get around. It’s tremendous, quite a store.”
Houlton Pioneer Times Photo/Elna Seabrooks
JUST ASK — Reona Porter gets help finding a particular furniture polish from Jon Ellis.
    Peter Ellis, Jon’s brother, explained, “after 22 years it was time to update. We bought all new shelving and put in new flooring, new product cases and we worked with local contractors.” Peter added that new more customer-friendly shopping carts were ordered as well. “We have some new carts coming which are more convenient. They don’t hold more products. But, they bring the products up so there’s not so much reaching down into the baskets to load and unload the baskets which makes it a little more convenient for the customer.”
Reinvestment in the business
    Jon said “the store only closed for 38 hours to rip out old cases and restock. And, our employees always go above and beyond as they have throughout this whole process — especially putting up with me and Peter. It’s been a long eight months. We reinvested as a business decision for ourselves as well as for the community to keep jobs and people in town. It’s a nice town and it has a lot to offer. We’re in it for the long haul.” Jon said, the brothers are into double-digit growth and getting more tourists. “The reason we are successful is because of our 35 employees who are outstanding.”
    The renovation has turned Ellis Family Market into a bright, spacious shopping experience that has customers and the owners smiling even wider than before. Jon co-owns the market with Peter and said  “there’s a smile in every aisle.” Judging by the light, breezy atmosphere in the store where customers and staff interact, he’s right. A ‘hello’ here and a ‘how are you doing, today’ there is effortless as staff and customers interact.
Houlton Pioneer Times Photos/Elna Seabrooks
CUSTOMER SERVICE IS KEY — Peter Ellis helps at the register bagging groceries as Linda Shaw rings up sales. In the background, a mural of Mt. Katahdin is a work-in-progress by popular local artist Donna Chase.
Customers like a family
    Kelly Hurlbert, a Patten resident, who has been shopping at the Ellis Family Market for 10 years had her 2-year-old son Jacob with her last Friday. Hurlbert said “it’s like a family atmosphere. The employees are excellent and they joke with you at the counter.” During the interview for the Pioneer Times, Jon saw 87-year-old Patten resident Reona Porter who needed help finding a particular furniture polish. “I’ve known them ever since they started here. And, I love the new store,” said Porter as Jon gave her a hug and showed her the polish she wanted. Jon said he started working at the store when he was 12; his brother came in later after college.
    The brothers took over the business started at a nearby location in 1980 by their father who has since retired. They seem to be upbeat at every turn. With a smile and another joke, Jon said the partnership with Peter is “51-49 depending on what day it is.” The informal and friendly nature of the business is ingrained in the community where they know their customers and the customers know them. Peter said “we are one of the few stores that still brings bags to your car. We bag the groceries and bring them out to the vehicle. Customer service is where we are at.”
    With the expansion, customer service translates into offering more products, even if it means special orders. Peter explained “if there’s an item out there that somebody wants, we will do all we can to get it. We have had many requests for items.” And, Jon added, “we’re pretty proud of our pricing. Anything you can get in Bangor at Hannaford, you can get here at that price. Bangor is one of the most competitive price zones in the Northeast.” Their store has been affiliated with Hannaford for the last 11 years.
More products, more requests
    The expanded products include items like more organic produce, soy milk and gluten-free products which Peter said have become very popular and necessary for many families. “There’s a huge expansion in a lot of those things and we are getting a lot of them so that people are able to find them and not go out of town. If people have to travel, they are going to do all their shopping there. It’s understandable.”
Ellis helps put those groceries in a customer’s truck after bagging them.
    With every square foot of space valuable, the brothers have given special attention to details and products from frozen, perishables, meat and dairy to health, beauty and chilled beverages. Peter, Jon and staff are constantly adjusting items on shelves and in display cases to make sure things are aligned and neat.     Hurlbert said “you’ll always see everyone who works here adjusting products on the shelves which are easier to reach. Before, I had to ask for help.” Peter said, “most things are more accessible now. Whatever we were able to carry before, we are able to display them appropriately now so that people can get at them better. Every department was able to get a facelift. Two people can easily fit in an aisle. Before, you had to wait in line to get to certain parts of the store which caused a rushed, hurried, not so comfortable feeling when you were shopping.”
Mt. Katahdin mural
    The facelift even includes a mural by popular local artist Donna Chase. Her painting of Mt. Katahdin is a work-in-progress at the front of the store opposite the checkout counters. Peter said: “To me, it ties the whole store together. It really gives a nice appearance to the front instead of a blank white wall.”
    Tomorrow the store will have an official ribbon-cutting ceremony at 10 a.m. According to Jon, the grand re-opening that continues until next Saturday “will have hot prices, a good time and lots of giveaways by random drawings for prizes like a gas grill, a basketball hoop, hats, logo T-shirts from vendors and even a kayak.
    Ellis Family Market is at 5 Main Street, Patten; hours are 6 a.m.-8 p.m. Monday-Saturday; Sunday 8 a.m.-7 p.m.