Calibrate -May 18th

Calibrate -May 18th

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....
Let’s not be swinging – May 11th

Let’s not be swinging – May 11th

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...
Something to Think About – May 3rd

Something to Think About – May 3rd

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...
Retooling – April 26th

Retooling – April 26th

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,...
Looking Forward – April 19th

Looking Forward – April 19th

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...