Wegmans Grows Its Own Way
Wegmans, as everybody knows, is a different type of grocery chain. The company, which is regularly cited among the best employers in the country, also receives kudos for customer service as recently seen in its inclusion on the J.D. Power 2012 Customer Service Champions list.
So what makes Wegmans different than all others?
The family-owned chain is known for putting its people first. The company’s training program is considered among the best in the grocery business. Managers are always on the lookout for special talent and allow it to thrive.
Maria Benjamin, as an example, was put in charge of her store’s bakery after managers got a taste of her homemade Italian cookies.
“They let me bake whatever I want,” Ms. Benjamin, told The Atlantic. “They’re really down-to-earth, wonderful people.”
The company also limits its growth with no more than three stores opening a year. That, it has determined, is how many it can open and maintain the standards it has set for itself and its employees.
“What some companies believe is that you can’t grow and treat your people well,” Mary Ellen Burris, a senior vice president, consumer affairs for Wegmans, told The Atlantic. “We’ve proven that you can grow and treat your people well.”
- Retailers Among J.D. Power’s Customer Service Champions – RetailWire
- The Anti-Walmart: The Secret Sauce of Wegmans Is People – The Atlantic
- Wegmans Is the Supermarket of the Future – Slate
Discussion Questions: What do you see as Wegmans’ competitive strengths? What are its weaknesses? Considering those factors, where do you see Wegmans expanding in the future?