by Adam Zack — February 1, 2017Recently we were asked by a store to present our marketing, design and web capabilities. The presentation required flights and a rental car and a full day of travel. During a pre-trip phone call I heard the marketing director say, “Of course we know that there’s travel expense that we expect to get charged for.” The key word here is “heard”, because when we submitted the travel expense for reimbursement we were answered that they would never have thought of reimbursing travel expenses. Never. So DW wondered if maybe my hearing was going bad. Was there too much hair growing in my ears? Nope, I checked. A few stragglers maybe, but not enough to obstruct the ear canal. Maybe I was drunk? Nope, it was an 11:00 a.m. phone call. On a weekday. In winter. So maybe I was just the perpetrator of bad listening. Hearing, but not listening, jumping to conclusions and assuming (making a royal ASS out of U and ME). In any case, one of the takeaways of the experience is a thing that you NEVER do, which made my mind wander to things you never do (or at least should never do):
- Wash your rental car before returning it.
- Tug on Superman’s cape or spit into the wind.
by Adam Zack — January 24, 2017It’s all about instant gratification, right? To quote the Ramones “We want the world, and we want it now.” Businesses and employees alike are under the constant pressure to please now. Right now. More and more, what you did last year, last month, last week and even yesterday is forgotten. As a business, we have invested thousands of hours and many years working on the little things that we hope will build a foundation of loyalty with our customers. But with the barrage of alluring messages from competitors, our years of effort depreciate pretty fast. Without constant reinforcement, reminders and exceptional service our customers memory becomes fuzzy and fades to black quicker than ever. You may have the best butcher in town but one disappointment raises an eyebrow. The second casts serious doubts and anything after that you have lost that customer no matter how long you have served the family. Employees seem to have an even shorter leash. For years you have given 100%, sparked innovation and ideas, helped with the evolution of your store and made substantial contributions to sales and profits. But due to the increasing pressure on financials, those year...read more
by Adam Zack — January 18, 2017Our rock stars have traditionally been, well, real rock stars. Musical idols that turn the girls knees to Jell-O and guys chartreuse with envy. Sports heroes who leave you slack jawed at their sight. Tiny actors that are bigger than life onscreen. Just this past weekend I was in San Francisco for a show by the rock star Rhett Miller*. So I’m coming out of the men’s room, open the door and standing there ready to come in (and cut the line, which you can do if you’re a rock star) is non other than Rhett Miller. I blurt out “Rhett!” like some kind of dummie, and he says “Hey, how you doing?” Great, now that I have got to hold the bathroom door for a rock star, thinking how jealous Linda is going to be when I tell her. Which she was.In our grocery business we have the opportunity to create rock stars within our organization. It’s an especially ripe opportunity with our chefs and butchers, and to a lesser extent with produce managers, wine and specialty food buyers. The Food Network turned a whole batch of chefs and home cooks into rock stars just by branding them. Bobby Flay, Wolfgang Puck, Ina Garten, Gordon Ramsey, Guy Fieri? All food rock stars that have done an incredible job of branding themselves...read more
by Adam Zack — January 11, 2017Dogs Go ShoppingBy Adam ZackThe biggest issue facing grocers today is not a labor shortage, it’s not inflation, it’s not Amazon. Those things are nothing compared to the Pet Problem. Pets used to be left in the car, or tied up outside the store. Then an old lady in Modesto brought her teacup poodle to the Shop ‘n Save in her purse. When no one said anything, she started putting it in the kids’ seat of her shopping cart. Seth the friendly realtor noticed and though “Damn, I guess it’s OK to bring Muffy in shopping with me.” And he did. The “No Pets Allowed” signs were suddenly too small for dog owners to see and the next thing you know pets were making shopping trips to the malls, Home Depot and grocery stores. It started happening all the time. Grocers, blindsided by this pet frenzy were at a loss. When the pet toting customers were confronted and told that no pets were allowed in grocery stores they became indignant and offended, swearing never to set foot in this dog-hating establishment again! Soon, a movement was started and little red vests for dogs that said “Service Animal” became the “I wish I would have invented that” investment and government, with nothing better ...read more
by Adam Zack — January 4, 2017The easiest job in the world is the Amateur Critic. You know the guy who goes into a restaurant and complains that his water is too cold or that the music’s too loud. He bitches about not enough (or too much) dressing on the salad and that the grill marks on the steak should be perpendicular to the grain of the meat and not parallel. These type of people next lead into “If this were my restaurant, things would be different around here.” And sometimes the rich ones actually DO buy the restaurant or start their own with the intentions to offer just the right temperature water and perfect amount of dressing with 90 degree parallel grill marks on the steak. They soon find out that there are about 1000 other things that are more important that they didn’t consider and before you know it, there’s an available restaurant space on the market. It’s very similar with food stores. The deli salads have spilled over, the bread section is wiped and for God’s sake why are there only 3 rotisserie chickens in the warmer? The wastebasket in the men’s room is almost full, the soda cans are not turned with the labels facing out, cashier Julia is chewing gum and good God Frank didn’t shave today. This ...read more
by Adam Zack — December 28, 2016As retailers it’s our responsibility to research, anticipate and react to trends that are happening in the food world. What seems crazy today can be a billion dollar industry tomorrow. Remember kale and how it was just a garnish? How about seaweed snacks? Coconut water? Almond Milk? Digital music? So here are some of the trends that I think bear a little thought as we head into 2017. But first, a few that sound a little crazy to most of us:
- Skateboarding Pilates – as if skateboarding wasn’t hard enough
- Cycle Karaoke classes – Riding a stationary bike, sweating and belting out your favorite tunes all at the same time.
- Mermaid classes – Nothing like strapping on the mermaid tail AND learning how to use it.
- Stripes – Hopefully vertical and not horizontal. That prison-striped suit adds at least 10 pounds.
- Weight Loss Sunglasses – apparently the blue lenses make food look less appetizing. You go Japan, you go.
- Wellness Tonics – The Kombucha trend has proved sustainable. Look for t