Progressive Grocer - June/July 2009 - (Page 14)

Independents Report Big ideas for the smaller grocer The Age of Wisdom Hiring older associates can bring a wealth of benefits to your grocery business, according to strategic growth advisor Vince Crew. By Jane Olszeski Tortola O ne thing I can always count on when I visit my favorite Publix Supermarket in Florida is outstanding customer service. Folks of all ages work at the store, which is always packed with seemingly satisfied customers who could conveniently shop at a newer Wal-Mart Supercenter and other regionals located along Tamiami Trail. Thoughts on Retention From Reach Without a doubt, however, it’s the older workers Vince Crew of Reach Development Services offers the following at Publix who always seem to make a lasting imprestips regarding employee retention for workers of all ages: sion on me and keep me coming back. That whistling bagger at the front end who insists on helping me to • Reward Hard Work: Extra effort counts load my groceries into my rental car, or the silver• Reward Results: Intentions are good, but outcomes are better haired one who by observing items in my cart asks me • Reward Demonstrated Values of the Company: Values bring how long I’ll be visiting sunny Florida. (The sunvalue to the workplace and to the company screens, bottled waters, Styrofoam cooler, ice cream • Reward According to an Employee’s Hot Button, not bars and magazines no doubt provide clues!) Plus, Yours: “Not everyone wants a plaque,” says Crew I’m always amazed at those who openly share how • Reward With Projects and/or Promotions That Will Challenge Your Employees’ much they enjoy working with Publix. Reach: “Everyone likes to stretch,” says Crew According to Vince Crew, founder and CEO of • Reward People by Minimizing Meetings: “Meetings can be boring, turn into gripe Naples, Fla.-based Reach Development Services, sessions or provide a platform for grand announcements on the boss’ to-do list,” there are numerous benefits that older workers bring comments Crew to the workplace, particularly in retail, where customer service almost always trumps price when it “There’s only one thing better than a great price or a smooth sales pitch … delivering comes to earning repeat business. what was promised. It is people who deliver,” he concludes. “Publix and many other retailers understand that older workers bring a great deal to the table when it physical activity involved and to be around people. control folks or those working in the distribution comes to workforce excellence,” says Crew. “First Focus on Task Achievement: “Older workers and channels, it is people that make things happen at the of all, they are in great supply. And while some may retirees tend to be more focused on task achievement vs. retail level. lack advanced computer skills or heavy-lifting abil- ladder-climbing,” says Crew. “They can bring tremen“People ensure quality,” Crew continues. “People ities, they make up for these things by providing an dous work ethic and pride to the workplace, and aren’t establish, manage and ultimately control relationabundance of interpersonal and social skills, and worried about their next promotion.” ships that define customer experiences. common-sense basics.” Sensitivity: Crew notes that older workers are by “Some things can be taught, other things can Among the many benefits older workers can offer virtue of their own age more in tune with the needs only be learned,” he concludes. “The time, situato your store are the following: of adult customers, who often need tions and years of experience that retirees can bring More ONLINE Experience: Having worked in special assistance during their shop- to your business are invaluable. They provide for For additional information and retired from a number of differping. “They can bring to the work incredible insights and abilities.” ■ on independent ent industries, older workers bring setting a sense of patience and retailers, go to Independent Retailing Editor Jane Olszeski Tortola with them the best practices from calmness,” he explains. Progressivegrocer.com their prior careers, which can in Maturity: Faced with fewer can be reached at JanieOT@aol.com. A H E A D O F W H AT ’ S N E X T www.progressivegrocer.com many cases be easily applied to the retail setting. Communication Skills: While instant messaging and texting are today major forms of communication, experts worry that younger workers are not developing an ability to solve problems face to face with co-workers and customers. Older workers are not dependent on technology to communicate. Financial Stability: Many retirees are financially sound, own their own homes and vehicles, and wish to work not necessarily for the money, but for the distractions and career demands, retirees are often more settled and maintain outstanding attendance records. Now, more than ever, says Crew, people are critical to business growth. “Today’s environment will lead to deals, discounts and even more deals,” he notes. “Your customers have options, and quality, service and value will drive customer loyalty and growth. But, no matter how much homage is paid to the techies, quality 14 • Progressive Grocer • June/July 2009 http://www.progressivegrocer.com http://www.progressivegrocer.com

Table of Contents for the Digital Edition of Progressive Grocer - June/July 2009

Progressive Grocer - June/July 2009
Table of Contents
Nielsen’s Shelf Stoppers/ Spotlight: Cheese/Shredded Cheese
Market Snapshot: Sacramento-Stockton-Modesto, Calif.
Independents Report: The Advantages of Older Associates
Lempert Report: Food Experts Tackle the Economy
Industry Achievement: The Top 100 Women in Grocery
Multicultural Marketing: 2050 is Today
Retailer of the Year: Celebrating Kroger
2009 Deli/Bakery Operations Review: Shrink-Wrapped
Fresh Developments: Consumer Shifts Create New Complexities for Fresh Food Trading Partners
Produce: Brimming With Possibilities
Meat: Fired Up!
Store of the Month: Giant Eagle’s Express-Ohhh!
Cheese: Cooked Cheese and Other Spiritual Revelations
Beverage Alcohol: A Cup of Cheer
Frozen Foods: Frozen Vegetable Sales are Steaming
Real Estate: Bigger is not Always Better
Technology: At Your Service
Equipment Innovations
What’s Next: Editors’ Picks for Innovative Products

Progressive Grocer - June/July 2009