by Jon | May 18, 2020
In extreme times, emotions are magnified, perceptions get skewed and folks often communicate in very black and white terms. Sensitivities are on high, things can be perceived to be huge, perspectives can be lost and we can think we are surrounded by growing problems....
by Jon | May 18, 2020
In the last few days and weeks, I’ve heard about or experienced some really interesting exchanges with customers. New types of surprising comments and complaints that can really catch us off guard, trigger us, and test just how calm and collected we’re...
by Jon | May 18, 2020
Up until this point, I feel, our focus has been reducing risk. Important stuff. In many ways it’s been an unrelenting pace getting from point A to a quickly moving point B. It has been a straightforward all out risk reducing approach. Now though we have to move...
by Jon | Apr 28, 2020
A lot is being redefined in our co-ops right now. Bulk departments, food service, curb-side options, home delivery you name it. However, one area in our stores that needs no redefining is customer service. Our definitions are well in place – warm, welcoming,...
by Jon | Apr 28, 2020
This week I’m proposing a mindset shift of sorts. We have done a top-notch job implementing risk reducing practices that we of course will want to dutifully maintain with vigilance and evaluate when needed. It is time now though to move our thinking thoughtfully...
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