Company Blog

Sorry

by Adam Zack — June 30, 2020

Can’t wait until the next time I screw up

There is an art to apologizing. No, I shouldn’t say art, because that implies that with a lot of practice and natural talent, you have got really good at something. Being sorry so often that you have become a professional apologizer is not something you brag about. As essentially good people, we are trying to behave in thoughtful ways that don’t require frequent apologies. But we all screw up. Whether intentional or not, we all do and say things that hurt or offend others. And when we do that, as good people, we need to atone for our transgressions in a meaningful way. Love grows from forgiveness, and true repentance heals both the transgressor and the victim. Where things get sticky, and can result in prolonged grief and bad feelings, is an apology that sounds insincere or is not specific. “Sorry I made you mad” doesn’t quite cut it. I read a lot, and a recent “Ask Amy” column in the newspaper (yes, some people still read the newspaper, but we are a dying breed) addressed making amends:“There are three parts to a good amends: (1) tell them what you did (in other words, take responsibility for the harm); (2) ask them if you left anything out, or if there is anyth...
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Great Idea

by Adam Zack — June 24, 2020

The price for not properly nurturing ideas? No Ideas.

I have a friend who when he has an idea or suggestion that I like and respond with “Great idea!” he will reply “Thank you. Only kind I have.” It’s funny (and mostly true) and I have adopted it on occasion. The look of slight confusion when someone’s “great idea” comment is met with “That’s the only kind I have” is pretty fun to observe. They think “What kind of arrogant answer is that? I was giving a compliment and the response was basically “I know.” Smug answers aside, your response as a leader to good ideas from your team is vitally important. The ability to truly listen, show appreciation, encouragement, and give constructive feedback to ideas that your employees share are what differentiates great leaders from just good managers. The price for not properly nurturing ideas? No ideas. It takes confidence and courage for an employee to present ideas to management and ownership that might change your business. Without the proper response, the response might as well be “There’s no such thing as a bad idea. Until now.”
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Email Etiquette

by Adam Zack — June 17, 2020

Words matter

There’s certain people that I correspond with by email regularly that always take the time to make their email, whether initiated or in response, warm and personal. It’s probably part of their email signature, but ending it with Thanks! Always makes me feel a little more positive. It’s like the verbally spoken “please” and “thank you” – words matter. With email correspondence so frequent, especially in this time of stay-at-home and isolation, the small touches like “Have a great day” or “I really appreciate your help” mean a lot in business relationships. I also correspond a lot with people whose emails convey coldness. One-word answers. Short sentence responses like “I know” or “OK” (or worse yet ; “K”). Maybe I’m the sensitive type and in the minority, but when I get what I call “cold emails”, it always makes me wonder if I did something to piss this person off? Or are they in a bad mood? Or are they just a dick? Your words, both written and verbal, have the ability to enhance your relationships. You cannot tell me you’re too busy to type “Thanks, I appreciate your time” or “Have a great weekend”. No one is that busy where 5 extra seconds is going to ruin your schedule. If you meet in person and at the end of ...
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Funny True Stories, Part 2

by Adam Zack — June 11, 2020

He may have been the baby, but he wasn’t dumb…

So I’m just like you – tired of the pandemic. It’s hard to get inspired to write something grocery applicable and mildly entertaining when all I see and hear is covid-19 and protest related. So I was talking to one of my employees, asking for blog ideas, and he said “Tell one of your stories. I love those.” So I started thinking about the other story that always makes me laugh (Besides the “Mine’s cute, your is kind of fat. She’s not that fat.” story) Growing up with two brothers, there were plenty of jokes played on each other. Matt was the baby, almost 5 years younger than me and Mike, who were just a year apart. He was the “parents’ favorite”. I have always detested brussels sprouts (that smell, how can anyone get past that?) but our parents didn’t, so they were made fairly regularly.At Christmas time, my mom made homemade cookies every year, and her pecan puffs (round, flaky cookie dough with chopped pecans, rolled in powdered sugar) are still the favorite. So Mike and I, bored one afternoon near Christmas, decided to play a joke on Matt and turn one of those leftover brussels sprouts into a faux pecan puff. We rolled it in the powdered sugar over and over u...
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Let’s Talk Relationships

by Adam Zack — June 3, 2020

Never have emotions been so close to the surface.

The last eleven weeks have been an unbelievable combination of stress, exhaustion and opportunity that I’ve ever seen in the grocery business. Let’s start with stress. As the Covid-19 crisis began to develop, the run on grocery shopping was, to put it mildly, out of F-ing control. Never had such huge amounts of staple center store items been depleted so quickly. Innovative minds found ways to find new sources, but some items were un-sourceable. How many times a day did you get asked when the Clorox wipes were coming in and where’s the Charmin? Bosses tried valiantly to keep employees and customers safe, find product, calm fears and still conduct regular operations such as maintenance and repairs. No wonder alcohol consumption went up so much. As the pandemic continued, exhaustion started to set in. Everyday deliveries were large, basket size tripled and physically everyone started to get really tired. On top of that, the mental exhaustion came close to pushing some people (myself definitely included) over the edge. Never have emotions been so close to the surface. Tears were shed by many I know in the grocery business, often. It chokes you up, thinking about this great responsibility. Finally, about week 9 or 10, the r...
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The Easy Route

by Adam Zack — May 27, 2020

Achievement takes work, and work, well, is work.

Man my objective in life is to get where I want to go the quickest and easiest way possible. You get to the goal line and say “Man, that was easy! I planned it perfect. The path of least resistance was so simple to navigate.” Yeah, like that ever happens. In fact, when you do achieve an objective with relative ease, the thought is more like “Damn, I was lucky.” The path of least resistance (POLR) goes with the flow, cuts corners and requires the minimum amount of effort. Many solid “C” report cards, 2^nd to-last place teams and also-rans took that path. Woulda-Shoulda, What-If and Almost are famous stops along Route POLR. The natural tendency for anyone is the POLR. Not that it’s always the lazy way to go. Crossing the street, riding the train and tying your shoes all benefit from taking the easy route, but the substantial goals in our lives – winning competitions, making inventions and changing the world never seem to follow the POLR. The real road to success is littered with I Trieds, Maybe Next Times and It Was Too Hards. Achievement takes work, and work, well, is work. How many times have I said to myself (and other who have been around to hear me bitch) �...
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Who Matters

by Adam Zack — May 20, 2020

Leading by the way you live gives you credibility and integrity.

You lead by the way you live. I love that saying. It’s like the [true] cliche. “You can’t talk the talk if you don’t walk the walk.” As a leader, what you do matters and is closely watched and scrutinized by your peers, employees and associates. You can’t initiate a healthy lifestyle program for your company while you are supersizing your Big Mac combo and burning through a pack of cigarettes a day. Leading by the way you live gives you credibility and integrity. And integrity is inspiring and contagious. We have to apply that integrity to the companies we do business with as well. Business relationships that don’t at least partially align with your core values need to be examined closely. After all, you are partners, and good partners always have an interest in each other’s success. It should always be a matter of pride that you do business with suppliers and firms that make you successful. You should be able to brag about it. The day that you would rather not disclose a business relationship for fear that your customers would [correctly] not approve is the day you need to find a new partner.
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Words Matter

by Adam Zack — May 13, 2020

Great leaders have the instinct and ability to make everyone they lead feel special.

Grocers not only are essential workers as classified by the pandemic guidelines, they are essential for everyone to live and eat every day, crisis or not. It’s stressful work being on the front lines and coming in proximity of hundreds (or thousands, depending how big your store is) of customers every day you work. We reward them with extra pay, gift cards, pizza, donuts and words of encouragement and thanks. Those things matter to them, without a doubt. Thank yous go a long way, but the words you use to personalize the thanks and praise can make a lasting impact that “Thanks for your hard work” or “Good job!” can never do. Last week my boss DW (also my friend and mentor) called to specifically thank me for my efforts. His words were very specific and very personal. He touched on my talents and contributions and just how sincerely he was grateful to work with me. It was humbling and gratifying at the same time, and I’d be lying if I said it did not bring me to an emotional level that made my eyes well up with tears. Words matter. Our employees are not one-size-fits-all. Great leaders have the instinct and ability to make everyone they lead feel s...
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Multitasking Failure

by Adam Zack — May 6, 2020

Multitasking is not a positive trait for a great leader

I always thought multitasking was a positive thing. I’m so good I can read emails, talk on the phone and clip my nails at the same time. I can feed the dog, watch TV and bake cookies all at once. I can drive and text and listen to music while also scratching that itch on my foot. It’s a great thing to be able to do multiple things at once, right? It’s efficiency. It saves time. And it’s never boring, right? About six months ago I was going through emails and talking to DW at the same time. Somehow it came up in the conversation that I was multitasking. Wasn’t I a good employee, being able to do several things at once! He stated that he wasn’t a fan of multitasking. I didn’t understand why, nor was I present enough in the conversation to ask, but it did stick with me.It wasn’t until a recent Heart of Leadership conference that I finally learned why multitasking is not a positive trait for a great leader. The instructor pointed out that when you are doing multiple things at once, nothing gets 100%. In fact, it’s impossible. I can’t be a good listener if I am doing something else. I can’t effectively solve problems, or do my best work when I am not 100% present ...
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You gotta keep ’em

by Adam Zack — April 29, 2020

Plan promotions and sales now.

So all us grocers have been unbelievably busy these past six weeks. Duh. Grocery, meat & produce sales are WAY up. Customer counts are down because other non-essential people aren’t working around you. (It must make them feel bad to be considered non-essential, right?) No lunch business for the deli, salad bar, hot food bar and the like. But basket size has doubled and tripled. It’s kind of like the old days when people would come in and shop for the week. You have been their trusted source for feeling safe while they buy provisions to feed the family. Their nerves are a little frayed and irritability is high as stir crazy starts to set in, but you are their refuge. For some, besides taking the dog for a walk, it’s their only outing. Despite fears from your own employees, they have stepped up in a brave way. Offering behind the mask smiles, greetings and human interaction that won’t be forgotten. One day (please baby Jesus, make it soon) they will be able to resume most of their shopping patterns of the pre-Covid-19 days. But you will be on their mind as a hero and real first-responder, and that inspires some loyalty. The key is to keep them coming back. Plan promotions and sales now. Have them in the playbook and ready to launch a...
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