Turning Dread to Delight
Yesterday afternoon was the day before Thanksgiving and I had to do my full shopping for family dinner the next day! And meal-planning and cooking makes me nervous to begin with! Why did I wait so long….ugh!
With dread and trepidation, I drove to our local supermarket, Uncle Giuseppe’s. Although prices are higher there, quality is top notch and the Italian music playing in the store is always a delight.
On this day, however, I drove there with dread and trepidation, knowing that lines would be long and shoppers would be rushed and frustrated. Store employees could likely mirror this sentiment with anger, ambivalence and looking down on shoppers.
My fears heightened as I neared the parking lot, with a long line at the traffic light and parking spaces completely filled! I grabbed a cart from the holding bin and walked in the store….
Lo and behold, somehow Uncle G’s (as they are affectionately known) stayed true to their brand. I was greeted by multiple store employees giving directions and advice to shoppers. I quickly noted that all checkout lanes were operating with baggers and staff were directing shoppers to the next available cashier…. AND… there were no lines!!
My dread and trepidation turned to enjoyment.
How could that be???
Uncle G’s stayed true to their brand and purpose… defined from the eyes of their customers…
Uncle Giuseppe’s mission is to provide an outstanding shopping experience for each and every customer – every day and in every way. We strive to make every customer’s shopping experience a memorable one through extraordinary customer service and quality products. We commit to provide the best in service, value, and ingredients in every department and to never sacrifice quality or values. (Source: Uncle Giuseppe website)
They were prepared. And they performed! A great shopping experience. From the parking lot to the checkout and everywhere in between. Kudos!
Yes, it cost more to have extra staff on hand. Yes, it means more investment in people to keep them smiling, polite and helpful. Yes, it is risky to stock shelves with extra of everything. But Uncle G’s knows that because they have staked out a strong purpose and performance in the market, that staying true with preparation is worth it in the end.
Key Takeaways:
What is your company’s brand purpose?
Do you stay true to that pole star even in the most challenging times?
Are your people engaged in your purpose?
Have you identified your critical operational processes?
Are they able to flex for the challenge?
Contact Beyond Next Level for a chat about your business and some ideas to move forward!