Company Blog

What’s the plan?

by Adam Zack — April 9, 2025

“We are now more than a quarter through 2025 and if you haven’t created a plan for this summer and the 2025 holiday season, you are running out of time.”

“Someone’s sitting in the shade today because someone planted a tree a long time ago.” – Warren BuffettI was talking to a very good friend a couple months ago about a project that we had done together that resulted in positive sales, employee involvement and customer satisfaction. It was something I was proud of and told her enthusiastically “You gotta love it when a plan comes together!” She said, “Yeah, but first you have to have a plan.” It’s an obvious answer that is easily overlooked. Yesterday I was on the phone with another friend and fellow grocer. We were talking about how easy it is to create a promotional plan for the year, but how hard it is to get it implemented and followed through. It’s very satisfying to analyze a promotion after it’s been executed and see positive results. You want to say to the doubters and people who just didn’t want to do the work “See? I told you! Was that so hard?”We are now more than a quarter through 2025 and if you haven’t created a plan for this summer and the 2025 holiday season, you are running out ...

by Adam Zack — April 2, 2025

“Because whether it’s molars or merchandising, decay doesn’t fix itself.”

I Hate the Dentist (But I Go Anyway)Man, I hate going to the dentist. I’d bet a solid 80% of people feel the same. It’s like a mash-up of waterboarding, construction work, and pure discomfort. Time slows to a crawl—minutes stretch into eternities—and just when you think the end is near, you hear those four dreaded words: “Almost done. Three more minutes.” And yet… I still go every six months. Not because I enjoy it, but because I know that 30 minutes of discomfort now is way better than hours of painful (and expensive) dental construction later. It’s like changing your car’s oil—skip it too long, and you’ll pay the price. Plus, let’s be real: dirty teeth and bad breath are not attractive at all. In fact, it’s just the opposite. Sometimes those routine cleanings reveal a little more—maybe a cracked tooth, or a filling that needs replacing. Maintenance uncovers the stuff that, if ignored, turns into a real mess.So what does this have to do with the grocery business? Glad you asked. Our stores are a lot like teeth. They need regular maintenance—cleaning, organizing, polishing—so they look and smell gre...

by Adam Zack — March 26, 2025

“I am convinced that the smartest leaders are indeed not the smartest
people. The smartest leaders surround themselves with the smartest people.”

Some of the Smartest People I Know Are… Kinda Dumb
(And Some of the Wisest Ones Run Grocery Stores)Some of the smartest guys I’ve ever met are the dumbest. I know that sounds like an oxymoron. Or just a statement from a moron. I’ve known people who can solve complex mathematical problems that stagger my mind but couldn’t microwave a potato for dinner to save their lives. I’ve known brilliant lawyers with knowledge of the law that they can recite at will. These same people make terrible life and business choices that leave them marginally successful at best. I’ve seen computer programmers that can build a network that is amazingly efficient, but when asked to apply it to our industry just flail wildly, leaving everyone to wonder if they have any intelligence at all.I am convinced that the smartest leaders are indeed not the smartest people. The smartest leaders surround themselves with the smartest people. Leaders get the credit for the work of the smart people that he surrounds himself with. But hey! That’s unfair! The smart ones make things happen, right? And he gets all...

by Adam Zack — March 19, 2025

“The key difference is consistency. Service is a business transaction. ..Hospitality is different. It is an art and requires strategy and intent.”

I’ve been thinking about great service a lot recently. I have always measured a great business by the level of service it provides. Great experiences are always led by outstanding service. We all strive to provide the best customer service that we can, right? I’ve never thought about how we can serve our customers better than by providing exceptional service. My wife is always looking for things that she thinks will help our business, or will spark me for a blog topic. Recently she sent me something on the topic of service versus hospitality. The key difference is consistency. Service is a business transaction. We hope to provide outstanding service every time, but in reality we are happy with 90%. Hospitality is different. It is an art and requires strategy and intent. Think of the world’s hospitality leaders – Ritz Carlton, Nordstrom, Shake Shack, In-n-Out and yes, Chick Fil A. In 2001 Shake Shack hired Ritz Carlton to consult with them to build a training and selection program that would deliver the level of hospitality...

by Adam Zack — March 12, 2025

While I understand “integrity of presentation”, the person who the integrity is intended for is the person who ordered the sandwich, and if they want it cut in half, or fourths, or not at all, that is the person I am trying to make an impression on.

Last weekend I had one of the weirdest customer service experiences I have ever had. It left me kind of scratching my head and wondering what leadership is thinking sometimes. It was Sunday and I was out for lunch with my wife in Carlsbad, California at one of our favorite restaurants, Nick’s on State. Nick’s is a small Southern California chain of restaurants with about 9 or so locations. It’s one of our go to restaurants for Friday date night, and we almost always sit at the bar for dinner. We love the food and the hospitality that we get, and are on a first name basis with all of the regular bartenders. This is Nick’s welcome statement on their website:Welcome to Nick’s Our mission is to operate restaurants in a spirit of excellence. We are committed to being among the best in the industry, operating friendly, relaxed, comfortable restaurants for all guests. We will serve great food and maintain high standards along with reasonable prices.

by Adam Zack — March 5, 2025

“..thinking about great products and service isn’t enough—those thoughts have to translate into results.”

I heard someone say today, “It’s the thought that counts.” And it got me thinking—no, actually, it’s the result that counts. I could sit here and think all the good thoughts in the world about your happiness or success, but if nothing changes for you, then what did my good thoughts really count for? Not much. Action beats intention every time.Curious, I dug into the phrase’s origins. Turns out, it’s more than just a cliché—it’s a full-blown proverb, credited to Henry van Dyke, Jr., a professor, ambassador, and clergyman at the turn of the 19th century. This guy was no lightweight—he was a friend of Helen Keller and even officiated Mark Twain’s funeral. The original saying? “It’s not the gift, it’s the thought that counts.”And sure, that makes sense. A poorly wrapped gift or a sweater two sizes too big still carries the message that someone cared enough to try. It’s a gentle nudge to appreciate the effort, not just the execution.But let’s be real—good intentions only go so far. In today’s world, especially in business, the thought alone doesn’t cut it. Safety, quality, and cus...

by Adam Zack — February 19, 2025

Never. Treat people right—with respect, with a caring spirit—and good things come your way. My simple definition of karma: What goes around, comes around. That doesn’t mean you’ll win the lottery. It doesn’t mean you’ll always be happy. And it certainly doesn’t mean life will be problem-free.But having faith in doing the right thing means you don’t have to worry about lies catching up to you. It means fewer regrets. It means a clear conscience. It means gossip has no hold over you. It means you smile more. Really.Faith in business is just as important. It’s not just about increasing profits, cutting costs, or staying ahead of the competition. It’s about trust—trusting that when you, your clients, your vendors, and your customers do the right thing, success follows. That kind of faith builds long-term relationships, turning business into something more meaningful. When you care, work stops feeling like a job and starts feeling like a passion.And when things get tough, when uncertainty shakes everything up, your faith will be tested. You’ll doubt yourself. You’ll second-guess your choices. But if you did the right thing—made honest decisions, even when they were hard—then you’re on solid ground. You’ve made mistakes, sure, but they’ve made you wiser. And in ...

by Adam Zack — February 12, 2025

“Food is the common denominator in satisfying our basic emotional needs.”

“I often say that you can be miserable before eating a cookie and you can be miserable after eating a cookie, but you can never be miserable while you’re eating a cookie.” – Ina GartenFood has the unique ability to comfort us and make us feel happy, content, or well, just playing comforted in nearly every situation. Milestone birthday celebration? Your favorite cake. Date night at home watching a movie? Popcorn. Worried? Brownies. Tired? Hot tea. Food is the common denominator in satisfying our basic emotional needs. It inspires us to be adventurous when we cook and it also can be the easiest in the form of take-out or ready to eat when we are short on time. Grocery shopping is the conduit to providing that comfort, and we have the unique opportunity to not only provide the comfort food, but to be the comfort place where people go to get it. They may see their friends and neighbors shopping, and get the comforting feeling of community. They see the familiar cashier or butcher, and get the comforting feeling of normalcy. They get a new wine recommendation from the wine clerk, who remembers what they bought last time, and get the comforting feeling ...

by Adam Zack — February 5, 2025

“…treat your customers like your one true love. Show them they matter.”

“No one comes together just to fall apart.”
– Marshall Crenshaw It probably started with something casual—maybe a little eye contact across the room, a flirty first interaction, and then, bam, you were in it. Things were going well. You were seeing each other regularly, sharing meals, making memories. But then, out of nowhere, the dreaded, “We need to talk.” Next thing you know, you’ve been dumped. Hard.We’ve all been there. Relationships take effort, attention, and a little charm to keep the spark alive. Maybe this one started out of convenience. Or maybe it was fate—your profile looked so appealing, and they swiped right (or left? Honestly, dating apps are confusing). Either way, they gave you a shot, and you impressed them. You weren’t exclusive, but they kept coming back. And let’s be honest, you fed them really well.But your love interest? They had options. A lot of options. They started seeing what else was out there—new experiences, exciting flavors, someone who really paid attention to their needs. And slowly, they stopped answering your texts (and by texts, I mean ads). No more weekend visits. No more ...

by Adam Zack — January 29, 2025

“Our success … comes from showing up, working together, and putting our customers first every single day.”

I spend a lot of time preaching that teamwork is the backbone of success in the grocery business, especially for independent stores. We’ve got to have each other’s backs, right? There’s no “I” in team—or so they say. But let’s be real: we’re not just a team. We’re a band, and if we want to make great music (or, you know, run a great store), we’ve got to harmonize. Speaking of bands, I’ve been listening to the Beach Boys lately—“Surfer Girl,” “Wendy,” you name it. And wow, those harmonies are next-level brilliant. Complex, perfectly in sync… you’d think they were the poster children for teamwork. Spoiler alert: nope. Turns out the Beach Boys were three brothers, a cousin, and a couple of close friends who, for most of their careers, couldn’t stand each other. In-fighting, jealousy, and clashing lifestyles (one group was all about drugs and partying, the other… not so much). They basically needed referees at band practice. And yet, they gave us Pet Sounds, one of the greatest albums ever made. How? They managed to hold it together just long enough to record pure genius before going back to thei...

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