What is the hardest thing about your job? Leaving every day! There is a fantastic team spirit here. Both the store and the team are moving forward quickly, and the company is moving forward at real pace. The environment is changing all the time, the culture is changing, and I really enjoy the interaction I have with the team. Our new CEO and his new strategy of 10 objectives for 2011 is having a great effect. We are really embracing those objectives at store level – there is absolute determination to succeed. 

How are you offering great service? We focus on giving the best availability, getting people through the checkouts quickly and creating a good ambience in the store. We have a lot of local competition, so we work really hard on the service we provide, focusing in particular on offering freshness and value. Our Hello, Offer Help, Thank You customer service initiative is one of our focus points at the moment. We’re still rolling it out to our colleagues but everyone is embracing it and the customers love it. It’s not prescriptive, it’s very natural and allows colleagues to be friendly in their own way. Customers recognise that and like it, and it makes for a better atmosphere in the shop. 

How do you personally make a difference in store? I see myself as one of the team, but also the link between the team and our objectives. I try and bring out the best in the team we have – it is probably as simple as that. I try and communicate with them whenever possible. The business at large wouldn’t function without robust communication and our team wouldn’t either, it is that important. 

What is your favourite thing about the store? The Market Street. It’s a real point of difference. And the atmosphere that it creates is excellent. There is a real buzz at the weekend in particular, with everyone shopping at the different counters. The staff enjoy the atmosphere as well as the customers. Having skilled butchers and fishmongers and bakers makes such a big difference – we wouldn’t be able to provide the fresh offering that we do without having skilled staff in store. 

How was the build up to Father’s Day? We had some very effective promotions. Our biggest push was an offer on spirits for £14 and that went particularly well – we saw a sales boost of 700%. We sold about 1,000 units of one-litre bottles of Smirnoff vodka alone. Evian water increased by about 200% and sirloin steak by about 150%. 

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