Company Blog

Mom Always Said

by Adam Zack — June 13, 2018

We are listening and observing better.

Apparently my mom wasn’t the only one who told her kids “If you can’t say anything nice, don’t say anything at all.” If my brothers and I had listened, there probably would have been very long periods of silence. Very long.Bob LaBonne, President of LaBonne’s Markets in Connecticut, pointed out that his mom used to tell him the same thing, and that sarcasm is most often related to humor, but when it’s not humorous to both parties, it’s just not that funny anymore. He commented that his mom also told them: “It doesn’t matter what I said or what I meant, it’s what they heard and how they felt”. And there is no time in history when that saying is more true than today. It seems like every day we have to deal with someone who was offended by some comment or action that just a couple years ago would have been considered totally benign. In fact, the offended party would have been scorned, ostracized or even mocked for just being thin skinned. It’s a new day, but it’s a better day. I don’t think that we are more sensitive than ever or the sarcasm is harsher, we are just more aware. And that’s a good thing, because to be aware we are listening and observ...

by Adam Zack — June 6, 2018

So thank you Tony for the comment from a couple years ago.

sar·casm
ˈsärˌkazəm/
noun
noun: sarcasm; plural noun: sarcasms
the use of irony to mock or convey contempt.1. Light travels faster than sound. This is why some people appear bright until they speak.2. When people ask me stupid questions, it is my legal obligation to give a sarcastic remark.3. It’s okay if you don’t like me. Not everyone has good taste.4. You look good when your eyes are closed, but you look the best when my eyes are closed.5. I’ll try being nicer, if you try being smarter.6. If ignorance is bliss. You must be the happiest person on this planet.7. If it looks like I give a damn, please tell me. I don’t want to give off the wrong impression.8. Think I am sarcastic? Watch me pretend to care!9. I’d agree with you but then we’d both be wrong.10. Zombies eat brains. You’re safe.Pretty funny stuff right? A couple weeks ago my wife asked me why I didn’t say anything when she commented on one of my blogs on the DW Green website. I didn’t know. All the comments I got were replies to the email versio...

by Adam Zack — May 30, 2018

…makes them feel good about shopping with you.

Did you realize that compliments generate revenue?A couple weeks ago we were out to dinner and when the server got around to me I gave her my choice (I don’t even remember what I ordered – it was the service that was memorable) and she said – very sincerely while looking me in the eye – “Excellent choice. That’s one of my very favorites.” They were words of affirmation and approval by someone “in the know” that made me really feel great. Upon reflection, she does that with everyone who looks like they will be paying the bill, but even if that is true, it didn’t matter. Those complimentary words resulted in a relaxed, satisfied dinner before the food even came and definitely a bigger tip. If more restaurant servers – from fast casual to fine dining – could master the art of the compliment we’d all be happier diners and they’d make more in tips. Pray tell, you ask, how does this even relate to the grocery industry? Well, I’ll tell you, and thank you for giving me the leeway to take such a circuitous route to the point. You have things that are your favorites. Lots of them. So do your employees. You even have some second, third and fourth favorites. It applies to nearly ev...

by Adam Zack — May 23, 2018

I changed my path from quantity to quality.

“When I look in your eyes I see a reflection. And that reflection is me, and I look mahvelous, dahling.” – Billy Crystal (as Fernando Llamas)Being in retail all my life (Literally – my dad worked grocery night crew at Market Basket when I was born.) I have made mistakes many times over by doing the most economical thing as opposed to doing things right. I hired a repair man to fix our ice machine that saved me $100 over the qualified technician, only to find out later that he fixed it by sticking a pencil into the leak, only to cost us over $400 later to fix it right. I thought I could replace a defective electric socket myself to save the cost of having the electrician do it, only to short out all the scales that were on the circuit. Until I learned better I always used the newspaper graphics department to design my ads. After all they were FREE! and I had a budget to meet. Or I would have the radio station write my ads because their service was FREE! I’d have the magazine publisher create my ad because, of course, the service was FREE! Until one day someone pointed out, not demurely, that my ads SUCKED! After indignation and denial wore off and I got over the b...

by Adam Zack — May 16, 2018

Think about who your go-to is.

You know the person at your store, or your family, who is the go-to guy? The rock. The problem solver. The answer man. Your lifeline. Your shoulder to cry on. Your own personal “let me google that for you.” Your mentor.It’s the person you go to in times of crisis. Times of doubt. Times of uncertainty. They are the person who keeps their cool, thinks things through and talks you down off the ledge. Sometimes it’s mom. Sometimes it’s dad. Sometimes it’s Nana. Sometimes it’s your boss. Sometimes it’s the maintenance guy. And sometimes it’s you. The go-to guy is usually only honored at retirement. Or at his funeral. There’s no Hallmark Holiday to celebrate your go-to. It’s a role that is fulfilled by those who care and take pride in what they do and who they are. They use phrases like “You know I’m there for you”, “Call me if you need anything”, “Door’s always open” and “How can I help?” They have instincts to realize when something isn’t right with you. They know when to butt out and when to stick their nose in. Unfortunately, not everyone has a go-to. Some get thrown in to the deep and there’s no who can throw them a lifeline. Hey either sink or swim. Sometimes it’s a ...

by Adam Zack — May 9, 2018

Look at it like a first date.

“I’m looking at the man in the mirror….” – Michael JacksonI got such a good response to last week’s blog that I feel the topic of really looking closely at what we see everyday needs to be probed a little further. I was listening to some comedy from the very funny and sardonic Dan Cummins recently. He talked about seeing himself straight on in the mirror: Looked good, aging well, seem fit. Some time later he saw a side view of himself, and thought “Holy crap! Am I a pregnant woman?” when he saw his gut. He didn’t see it when he was looking straight on. I think it’s something we can all relate to in some way. We look at ourselves in the mirror every day – looking good, aging well, hair mostly there, weight up a little but can’t really tell. Then, through some unexpected view of yourself, like in a hotel with a lot of mirrors or on a security camera or on someone else’s photos, you see yourself not through your own eyes of familiarity, but through the eyes of the rest of the world. Damn, I am going bald! Damn, am I that fat!? Damn, I don’t need to pack my bags because they’re already packed right under my eyes! It’s like last week’s familiarity story: You see ...

by Adam Zack — May 2, 2018

See your familiarity through new eyes.

Most everyone has heard the phrase “Familiarity breeds contempt.”I have to admit, I never really thought about what it meant. I used it, but not correctly. Defined, it means: “The more acquainted one becomes with a person, the more one knows about his or her shortcomings and, hence, the easier it is to dislike that person.” Personally, I have found that not to be true. For me, familiarity breeds comfort, trust and mutual caring. But I can see where with some relationships, personal and business, familiarity leads to jealousy, resentment and lack of appreciation – all such negative emotions. So I didn’t even start planning this blog with that in mind. Not at all. I was thinking how familiarity – seeing the same thing every day, like the entrance to your store, the display cases, the restrooms – breeds blindness. See the same thing every day and you actually stop seeing it. It takes real effort to see your familiarity with new eyes each time. And it’s not easy. I get to see lots of stores, and when I see things like dirty restroom vents, old and faded signs taped up crookedly in storefronts or hand baskets that have a year’s worth of grime on them I first wond...

by Adam Zack — April 25, 2018

It’s great to do well in school. Your parents are proud.

It’s more about doing.

You feel good about being on the Dean’s List. You get a big say in what college you attend or what employer you want to work for. You’re well read, and know a lot about a lot of topics. How tall is Mount Everest? 29,029 feet. How deep is the Grand Canyon? 6,000 feet at it’s deepest. Who was the 13^th President of the United States? Millard Fillmore, who succeeded Zachary Taylor, who died after getting sick from eating too many cherries. So you hang out with the other smarties, getting good at video games and not so good at going on dates. You’ve learned so much, right? You’re brain is practically bursting with knowledge. Only thing is you haven’t really learned anything. You read the book on how to ride a bike, but you never actually rode one. You read all the self-help books, but haven’t put it into action. Reading all of the grocery trade magazines, going to seminars, participating in share groups and taking trips to see what exciting things other grocers are doing are great – if they are accompanied by action. The smartest people in the business read about and see, but they are more about actually doing. And they are not afraid to fail. ...

by Adam Zack — April 18, 2018

“Is good enough for you.”

Who put the bop in the bop shoo bop shoo bop?
Who put the dip in the dip da dip da dip?
Who was that man?
I’d like to shake his hand.Every single day you are doing amazing things. You help customers, you take care of your family, you make your boss money, you make your co-workers laugh and most of the time you do a pretty good job of keeping yourself happy. Along the way you have made some huge accomplishments. New grab and go meals were your idea. You built spreadsheets that streamlined ordering. You designed marketing materials that are the best in the industry. You came up with the idea to have store events that draw hundreds of new customers every year. You are teaching a new generation how to be a smart buyer who builds and nourishes relationships. You work 12-hour days, 6 days a week when you need to and your reward is knowing that you do a damn good job. You’re not about ego, so knowing that you deliver results, like always, is good enough for you. Now multiply yourself by thousands. Millions even. All those little procedures, innovations, systems, delicious foods and interesting products come from someone just like you who cared enough and believed in thems...

by Adam Zack — April 10, 2018

Yoda-ish zen-like answer.

A couple weeks ago I was really struggling for a blog topic. Nothing interesting was coming to mind at all. I looked over my topic list and realized all it was saying to me was “Been there, done that.”So I reached out to DW and explained that I was having writer’s block and asked if he had any if he had any words of wisdom to inspire me. He responded with a one word email: Inspiration. Not exactly what I was looking for. In fact I thought he was just trying to be funny. But the more I thought about it, the more I realized it was a Yoda-ish zen-like answer, kind of like “Look within yourself, grasshopper, and the answer shall you find.” I thought about what really does inspire me on a daily basis. What am I getting from others around me that motivates me to write a good blog? Or in the bigger picture what inspires me to be a good man, a good dad, a good friend, a good husband, a good leader? I don’t think most of us think about inspiration through most of our daily activities. Once in a while some event will come up – usually someone overcoming some kind of adversity – and we will do something extra or make a change in our life. Like when the one legged man runs a marathon and we thi...