A Look at Local Goods & Community Impact

This is the first in a series where we go behind the scenes at Pineland Farms, meeting the dedicated individuals who bring each department to life. Stay tuned as we continue to explore different departments each month.

Pineland Farms has many components to it’s beautiful campus. The Market is central to all of the adventure surrounding it. Have you ever wondered what goes on at the Market behind the scenes?

Thanks to Market Manager and Director of Retail Operations Brian Mailhot, we have that insight! Brian sat down with us and shared the ins and outs of his role. Learn what goes on at the Market beyond a visitors viewpoint!

About Brian and His Role

With years of experience in the supermarket industry, Brian began his career in high school at a local grocery store, continuing through college and beyond. In January 2004, he was recruited by Pineland Farms to work at a seasonal farm stand, which eventually evolved into the Market in 2008. He has been with Pineland Farms ever since.

As the farm stand grew into the Market we know today, Brian’s responsibilities also expanded. Now, 20 years later, Brian wears many hats and handles everything from reviewing invoices, setting prices, and creating schedules to cashiering, stocking shelves, and even cleaning when needed. Recruiting, interviewing job candidates, and handling HR duties are also key parts of his job.

Among all aspects of his job, Brian’s favorite part is seeing people enjoy the Market.

“While I do enjoy looking at numbers and seeing growth, I love seeing people enjoy our Market. Over the years, I have seen parents bring their children in and I’ve watched us play a small role in their lives. We are a place that families enjoy visiting, and that gives me joy. I also take great pride in knowing that we have staff that genuinely like coming to work each day.”

A Day in the Life at the Market

Each morning begins with a walkthrough of the store, checking every corner of the operation, speaking with staff, and setting priorities. A few hours are typically spent handling paperwork in the office, but as the lunch rush approaches, Brian makes sure to be available, often jumping in behind the café counter to assist. From there, the day shifts to tackling whatever is needed—receiving deliveries, stocking shelves, interviewing candidates, or fixing equipment. No two days are ever the same!

The Market & It’s Operations

Pineland Farms is deeply committed to sustainability and community engagement, and the Market reflects these values.

“I consider us to be a focal point in the community, as we are both a resource for customers and purveyors. We sell countless items from local craftspeople and artisans, host meetings for many groups in our café and in the Mountain View Room, donate gift baskets for silent auctions for nonprofits and others raising funds for those in need [among many other acts of service]. When there are power outages in the area, we do our best to stay open via generators so local folks can stop in, charge their phones and get a hot cup of coffee. We are more than just a store- we are a member of this community.”

The Market offers a diverse selection of goods, including:

• Locally-made products: Jams, hot sauces, baking mixes, Maine maple goods, snacks, and more.
• Farm-fresh meats and cheeses: Including a full line of locally raised meats and Pineland Farms cheeses.
• Handcrafted gifts: Candles, handbags made from Maine moose hide, local photography, and more.
• Café and bakery: Freshly made breakfast, lunch, and baked goods throughout the day.

Keeping offerings as local as possible is a top priority. The team constantly communicates with local vendors and Pineland’s Produce Division to ensure seasonal availability. Because the Market is independently run, it can quickly adapt to new products or unexpected surpluses, like a bumper crop of warty pumpkins!

Seasonality at the Market

Seasonality is at the heart of Pineland Farms. Visitors can immediately tell what season it is based on farm offerings such as:

• Spring: Fresh maple syrup and asparagus.
• Summer: Homegrown strawberries and sweet corn.
• Fall: Pumpkins and locally grown mums.
• Winter: Fresh-cut Christmas trees and holiday treats.

The café and bakery also craft seasonal menus, ensuring that everything from coffee flavors to pastries reflects the time of year.

Teamwork Behind the Scenes

The Market’s success depends on teamwork across departments, including the bakery, grocery, and deli. The leadership team meets regularly to coordinate sales, holiday specials, and events. Collaboration is key—for example, the bakery and café teams work together to create special panini sandwiches on house-made focaccia.

Going the extra mile for customers is part of the Market’s philosophy:

“I think people may be surprised to find out how far we go to ensure that customers are taken care of. For example, the Thanksgiving holiday is always a very busy one for us. A few years ago, we realized that we had oversold our pies and we did not have two pies that a customer had preordered. Needless to say, the customer was not pleased when she came in to pick up her pies, only to find that we were sold out. This was our mistake, and we knew it needed to be corrected, so our bakery manager put her apron back on and started making more pies from scratch and delivered them to the customers house on Thanksgiving Eve. These are the things that the average person may not see, but our team definitely goes the extra mile!”

Providing the Best Customer Experience

Pineland Farms Market is more than just a place to shop—it’s an experience. Customer feedback plays a vital role in improving that experience.

“In today’s digital age, face-to-face conversations are incredibly valuable. We take customer suggestions seriously, especially when it comes to product requests or special orders. Often, we can put changes into action immediately.”

One particular customer interaction stands out:

“A customer once came in looking for ground cinnamon for a recipe. We were out of stock, but instead of letting her leave disappointed, I found a bulk container in the bakery and measured out 4 ounces for her. She was thrilled—we saved her 30 minutes and a trip to the supermarket. That’s what sets us apart.”

What’s in Store for the Future at the Market?

The Market staff is always brainstorming some creative new offerings to bring to customers. Staff is currently planning to have more in-store events and activities on their calendar. For example, they’ve hosted cookie decorating for Valentine’s Day and occasionally bring in some musicians for Sunday mornings in the café.

A tricky task, however, is keeping a balance between tradition and innovation to meet modern trends. When asked about how he balances the two, Brian shared:

“It’s tricky! I always defer to the ‘old school’ ways of doing business, which involve face to face interactions with customers. I have resisted bringing in self checkouts and touchscreens for ordering lunch. Our staff is great and I want them to be the focal point of a visit to the Market. With that being said, we do embrace technology when it complements what we do. We have a website that allows people to order groceries or sandwiches online- something that was critical during the height of the pandemic and continues to be popular today. We also brought in digital menu screens so people can more easily see our menus before ordering.”

Brian’s Favorite Parts of the Market

One of the most inviting spaces in the Market is the café, where exposed brick walls, wooden beams, and natural sunlight create a warm atmosphere. It’s a place that welcomes everyone—from business professionals in suits to construction workers in hard hats.

Brian is particularly proud of incorporating his heritage into the store’s offerings:

“My mother is from Germany and I am very connected to my heritage. I love the fact that we carry a great line of German beers from Weihenstephanner, Bitburger and other ‘Traditionsbrauereien’ (traditional breweries). We also have Gluhwein in stock during the holidays, which is a mulled red wine that is always served warm. I also love the fact that we support so many local craftspeople, artisans and other makers. We have developed great relationships with many of these people over the years, and I love to see them grow their business with us.”

Visit Pineland Farms Market

The Market at Pineland Farms is open:

• Monday–Friday: 7:30 AM – 6 PM
• Saturday & Sunday: 8 AM – 6 PM

Stop by and experience the best of Maine’s local products, fresh café offerings, and warm hospitality. Follow us on Facebook or Instagram or Sign-up for our weekly Newsletter for updates on upcoming events and seasonal specials!