Winner: Asda Dewsbury
Opened: 2002
Size: 40,000 sq ft
Market Share: 19.2%
Nearest rivals:
Sainsbury’s: 0.3 miles
Tesco: 1.9 miles
Morrisons: 2.4 miles
Store data source: Analysis by CACI.
Call the market planning group on 020 7602 6000
We carried out the mystery shop on your first day in charge. Do you think everyone was making a special effort to impress the new boss? Possibly! The previous manager retired on Christmas Eve and I have been asked to hold the fort.
What are the challenges for a new manager? First of all, to be aware of performance and maintaining it. Then quickly learning the strengths of the management team and ensuring we are on the right course.
What about the other colleagues? I’m doing a lot of running around getting to know everyone, understanding the strengths within the store.
What immediately stands out? The location of the store is good, but the number one strength is the colleagues. There are a number of long-standing store colleagues with a lot of experience here.
How important is it to have experienced staff on the shop floor? We have 400 colleagues here and it is so important they are aware of what’s happening in the store and in the business - and that they can use that knowledge and experience to make the store successful.
And how will you, as manager, contribute to that success? By staying on the shop floor as much as I can. So by working with my colleagues, maintaining my presence on the sales floor and applying my experience. I will be looking at the operation as the manager, but also through the eyes of the customer.
How will you reward good service? Spontaneity is very important. A ‘thank you’ at the time means so much to colleagues. Following that up we have payday celebration day, where we all have lunch and recognise colleagues who have displayed good service.
How would you approach a member of staff offering bad service? It is about understanding why it has happened. What has prompted that poor service? Then we look at supporting that colleague - but we are all accountable.
Karl Brown was talking to James Halliwell
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