Store: Morrisons Leeds Horsforth
Manager: Kris Lunn
Opened: 19 October 1976
Size: 28,500 sq ft
Population: 485,665
Grocery spend: £11,262,731
Spend by household: £57.44
Competitors: 6
Nearest rivals: Aldi 2.4 miles, Asda 1.8 miles, Co-op 1.3 miles, Iceland 2.1 miles, Lidl 2.4 miles, M&S 2.0 miles, Morrisons 2.3 miles, Sainsbury’s 2.4 miles, Tesco 0.5 miles, Waitrose 3.1 miles
Source: CACI. For more info visit www.caci.co.uk/contact. Notes: Shopper profiling is measured using Grocery Acorn shopper segmentation. Store catchment data (market share, population, expenditure, spend by household, competition) is within a five-mile radius. For CACI’s shopper segmentation of the other stores we visited this week see the online report at www.thegrocer.co.uk/stores/the-grocer-33
How long have you worked for Morrisons? Twenty-one years now – I actually started at the Horsforth store on Friday 28 October. The last couple of stores I’ve worked at are Castleford and Knottingley.
What’s been your experience of moving into a new store? It’s different – every store you move to is different – but it’s great. The store has got a really good base around it. It’s got a lot of fantastic colleagues, and the customer base seems really good as well.
How would you compare different stores? They’re all similar. You tend to find in the store that you always seem to meet the same sort of people. Your checkout supervisor in one store has got similarities to someone in another store.
What do you think has been the biggest challenge facing Morrisons? Probably the cost of living. At Morrisons we have a lot of campaigns going at the moment, Ask for Henry in the customer café for example, and Kids Eat Free is running in the café as well. We’ve got price cuts going on, and we’ve got Savers lines in to support our customers too.
What are your plans for the store coming up to Christmas? We’re going to continue working with the local community. We also want to continue investing in people, investing in training, investing in development. And supporting the community around the cost of living through the Christmas period – we want to make sure that we’ve got everything in place that we can do. We’ll be working with our Community Champion, getting out to local charities and showing our support.
We work with local charities, food banks and schools and we offer donations and raffle prizes. When World Book Day was on, we donated some books. We also do some fundraising and our Community Champions do a lot of volunteer work. We want to give community support, customer support and support our colleagues the best that we can. More generally, Morrisons has got a lot of great deals going on at the moment – like the Morrisons Exclusive app that has just started. Most stores have got Deliveroo, Just Eat and Click & Collect Services. It’s a great place to work really.
How do you ensure your store caters to the local customers? It’s learning about the customer base you’ve got, speaking to the colleagues in store who live in the local area, and engaging with all the positives you find. If you have somebody who has lived in the area for 20 years, they’re going to give you a lot of good advice. It’s all about speaking to everybody and getting their opinions, and then putting them in place.
What would you say are your biggest priorities for the first couple of months of your new role? For me, a lot of it is about service and keeping the consistency going on that. I’ll achieve this by speaking to our colleagues, getting the engagement, getting the service training and developing the management team. It’s all about gauging where people are and taking the people on the journey with me.
What do you think are the key aspects of great service? I’ve always thought customer service is how you’d want to be treated yourself. I think if you go along those lines you’re not going to go far wrong.
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