Winner: Waitrose, Chichester
Store manager: Richard Main
Size: 26,000 sq ft
Opened: 1992
Market share: 12.3%
Nearest rivals: Tesco – 1 mile, Sainsbury’s – 1.7 miles, Morrisons – 7.4 miles, Asda – 8.3 miles
Store data source: Analysis by CACI.
Call the market planning group on 020 7602 6000
How have you handled the stricter enforcement of face masks? It’s not been easy, but most customers have been very good at following our safety measures, including wearing face masks, since the pandemic began. I don’t think you can over-communicate Covid-19 protocols as it’s in everyone’s interest to follow them. The safety of our colleagues and customers has been our number one priority over the past year and shoppers tell us they feel safer here compared to other stores.
Do you think retail staff should be prioritised for Covid-19 testing and the vaccine? I believe those working in retail should be prioritised as it helps keep customers and them safe. We currently offer rapid testing for staff locally, which is being very well used. Our team absences have fluctuated since the pandemic began so it’s really beneficial. I’ve seen various initiatives in the wider retail industry too.
How have you kept staff morale up? It’s about keeping them engaged with strong communication from me and the head office team to ensure they’re up to date on any changes as well as having their hard work rewarded. A large proportion of that comes from peer to peer recognition. We encourage partners to tell their manager about a colleague who has gone above and beyond, and they’re given a small gift of their favourite bottle of wine or box of chocolates. A post about their efforts is shared on our community page on Google Currents too. Getting positive comments from customers or the wider industry, like winning the Grocer 33, fills the team with immense pride and really motivates us.
What impact is the surge in demand for online groceries having? We’ve more than doubled our capacity for deliveries and our click and collect service since this time last year. Each time we’ve expanded our capacity the slots have filled up almost immediately, so the demand is clearly continuing to grow. It’s frustrating that we can’t get everyone a delivery slot, but we’re working hard to prioritise our most vulnerable customers. What we’ve achieved has only been possible because of the hard work, commitment and flexibility our partners have shown, including those that have joined us from John Lewis in Chichester.
How are sales at your service counters? The counters are doing really well, particularly our dry aged beef counter. Partners that work behind our counters are so knowledgeable about the products they stock and deliver great customer service. It’s that combination of top-notch service and quality items that makes Waitrose unique. Customers are also really missing eating at restaurants, which is why the dry aged beef option has done so well since it was added in December 2019. It was followed by a massive renovation of our café the following month, which gave it a more modern look and feel. Due to the coronavirus outbreak, however, customers haven’t had many opportunities to enjoy it. They’re itching to make use of it when it’s safe to do so.
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