Why do you think your store won? It’s really important customers can make their way round the store easily, making sure there are partners available to look after their needs. Plus we’ve got a really good team on the welcome desk. We’ve worked really hard to make sure we’ve got the right people doing the right job. It’s down to the training. We’ve got an experienced customer service manager who’s done a great job to get the team where they need to be. They are all working to provide a great end results for the customer.
Our shopper praised your staff for being well-presented, polite and helpful. How do you encourage this? It’s down to pride. I would expect my team to be well-presented. If it comes from the top - if you’ve got that sense of pride in yourself - that cascades through the team.
Where could your store do better? We are limited on car parking. When the store was a Co-op, it was pay and display, but we like to offer customers free parking, which was very much welcomed by our customers when it came in. They get an hour-and-a-half free parking, but a 100-space car park is quite tight.
What work are you doing on availability? Our product availability is monitored by our delivery team. We’ve been scoring really well in recent weeks. We’ve insisted that when deliveries come in we’ll pluck lines off to meet customers’ needs.
How are you preparing for Easter? We have a big Easter display by the welcome desk, and the whole Easter run has really good own label and big brands, with various offers.
What work do you do with the local community? We are looking at pushing our partner volunteering this year. I’ve a lady who’s doing work with the homeless, for example. I and another partner work with the local lifeboats. Our Community Matters token scheme is signed up for the next year, too.