Winner: Sainsbury’s Gloucester Quays
Store manager: John Taylor
Opened: 2009
Size: 52,000 sq ft
Market share: 15.9%
Nearest rivals: Asda - 1 mile, Morrisons - 2.5 miles, Tesco - 2.6 miles
Store data source: Analysis by CACI. Call the market planning group on 020 7602 6000
Sainsbury’s is back to its winning ways on The Grocer 33. Why do you think it is having such a good run? I’ve worked at Sainsbury’s for 30 years and seen it move from product to customer service. Our ongoing sponsorship of the Paralympics, and the Paralympics Games especially, really inspired us. We want our colleagues to be like the Games Makers.
How can staff be like Games Makers? We want to take our customer service to the next level. We want them to engage with our customers, not by just following a script, but by having the freedom to go beyond normal service and give our customers magic moments.
Your store is an eco-store. What features does it have? Absolutely everything! Rainwater harvesting, skylights to maximise natural daylight, bee hotels, solar panelling. Since it opened we’ve had people from 22 countries visiting to see what it’s like. We also do tours with local schools.
Your store is very active in the local community. How important is this? Running a supermarket has its challenges, but what I’ve learnt from it is that you have to be involved in the local community. This can be as simple as hosting a tea party at an old people’s home or donating strawberries and cream for a school fête. Companies have to give back to their local communities.
How is your store coping with back-to-school shoppers? It’s always really hectic, and it’s been full-on this year. Every year, customers are expecting more and more from our range. We haven’t disappointed this year, and they have really welcomed our recent 25% off sale.
Clothing is also popular at your store - how is this performing? Really well. Our store was specifically designed with a second floor, which has allowed us to have a large clothing department. It makes customers much more aware of the range and like-for-like sales have increased every year.
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