Appreciate Your Employees The Wegmans Way

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Greg Smith
Lead Navigator

PERSONAL MESSAGE FROM THE

CAPTAIN OF THE SHIP

It's been a beautiful fall in Georgia this year and I've been fortunate to have
business across the state. A few weeks ago, I spoke at the Conyers/Rockdale Chamber
of Commerce's Leadership program at Lake Oconee. Then, I kicked off another leadership
program for a client at Chateau Elan.

Coming up - I leave on Nov. 2 for Diriamba, Nicaragua! With 18 other men, we will
build 12 houses in four days for people in need. We are excited and will be sure
to post pictures on the Chart Your Course website [http://r20.rs6.net/tn.jsp?e=001Ofc4e_j9UmuCSx7pkEt2621aVZInoonJKlVEOtqCUBMRZdcy7QI5XV2cpfh5BtTsufQqEAPdNoXSh1ap8m87VsLE6xYnhTl8DKdwWMLqC3_21LykFDjUFQmQwHzSa9Bk-Ai4ShjVDaW4qHiJc8aF7RoN0ZOI52XwYmESfnjqzA4PKf-mPkgeUFzq53P3TEP807yykCfQw8qFxuMcknem_r_Vf35gaFY0cQ20Dii6md6aghuq9tOJhU1BEx2GYUu_27gTZ7dYJzJDnFHp2ht4lU7PPs31z3bH]
when we return. While I am out of the office you can always contact Cathy at (770)
860-9464 or (800) 821-2487.

Helping you Chart Your Course!

Gregory P. Smith

President and Lead Navigator

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Appreciate Your Employees the Wegmans Way
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What is your business' most valuable resource? Its location? Its size? Its technology?
Hardly. Despite the value of all of these factors, the resource with the most potential
to elevate and drive your business is its people.

Whether it's the people on your front line or your back end, employee satisfaction
leads to customer satisfaction, which leads to a business' success. So how does
a business create a pro-employee environment? At Wegmans' Food Markets, a $5.15
billion supermarket chain with 35,000 employees and 80 stores in the northeast United
States, you state your commitment to your workers in your tag line. Simple and powerful,
Wegmans' philosophy is "Employees first, Customers second."

The philosophy has paid off as Wegmans has won hundreds of customer service, community
and best place to work awards over the years. In fact, it's made Fortune's "100
Best Companies to Work For" list every year since it started in 1998. Wegmans' employee
retention is also impressive at just 8 percent, half of the average for its industry.

To attract and retain the best workers Wegmans relies on traditional methods - competitive
pay, solid training and comprehensive benefits. But it goes further with values
and best practices that make its stores a place employees love to work and customers
love to shop. Here are some examples.

Training. Wegmans invests the necessary time to properly train its workers. Full-time
employees' training averages around 6 months, and part-time employees' more than
a month. In fact, Jo Natale, Wegmans director of media relations, says the store
spends $1.5 to 2 million on labor costs in the six months prior to opening a new
store. She says the company wants to be sure all employees have adequate time to
participate in its onboarding programs, as well as live training in the store.

Communication: Communication is critical for building trust with your employees.
Wegmans realizes this and aims to be transparent with its workers about its plans
and strategies. "We don't ever want anything important happening that our employees
don't hear first from us," said Natale. "We try to always give managers plenty of
time to familiarize all staff with any changes so they aren't taken off guard."
The strategy has been effective. In its best places to work poll, Fortune magazine
asked employees, "Does management have a clear vision where it is going?" A whopping
96 percent of Wegmans employees answered yes. The dynamic builds trust with employees
fulfilling their need for job security.

To continue reading this article, and learn more ways Wegmans motivates its employees,
visit our BLOG [http://r20.rs6.net/tn.jsp?e=001Ofc4e_j9UmtuQNe46nSGVPMTC7_t0DroEzDJQYSCg26Txg0pdNBDrgIy0AHXjCUHvxZfyfPF7mJDFuD9R7c4fk5YCKejrVaKJ_pCzPZ_Z7cPXm3Clbuu0cPS7zx74AD5MvMGU_jUnOWwu3kq2xS8J1RolctSsu-T0MPPy6XQrK9V-lwAv4m6sNAsWnbKfhHYJg5E5YA2YcosSZw0C3ufsKqexOUmV58aCoG2qhdisjuYBjIm1tfECAtbCnS9OvEBH0RuMNyA3hutj0KsnICYn7ORlzaJutNqdwde2QE4uQcDk7TIgj65ptAi0roHJRoW9LNUYcDofZMTzJ7E2zfMgg==].


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Employee Selection and Development Assessments

Hiring and promoting the right people into the right jobs is the first step in accelerating
organizational performance. Our talent management solutions and employee and management
assessments allow you to hire, develop, promote and retain top performing people.
We provide a portfolio of personality assessments, job matching, 360 leadership
assessments, DISC training workshops and certification programs.

More information [http://r20.rs6.net/tn.jsp?e=001Ofc4e_j9Umv71B8R4NPhu9QZkIihJps3NkfW_AOIMRWoo7_ViTzYu7dqBN_xLU86LVu0Bt3XhvEDlurJwCV6-ujn6JCFhyOMZEYoob0mcKUX2m_pJdODJrEdT1iXnYcttAtZjL6lkZEcnqsDOMiMSWkfoC7n_5d7TkFxMVMkGzA1uUgSNTLXm4hR-URhXlSAqgrHo_wYpjkQtyUXrv1r64J5H0Qwm1EhjefTtRAITINK76WvQI5RZmGUPjgcZobwF0-XhgeAT2LfIQIrrTgMzJf0aSWla9sbdpRcLmXw7cSPryZaz_-_-XsRGu35VZHG]
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Industry Facts and Figures
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Strong Customer Service Can Significantly Boost Sales

According to a 2009 Gallup report, businesses whose employees and customers reported
high satisfaction saw a 240 percent increase in net profits. Also, American Express'
2012 Global Customer Service Barometer said customers who felt they received considerate,
informed and timely service would spend 13 percent more with that business. And
if the customer used social media for reviews and recommendations, they would spend
21 percent more.
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Upcoming Training Opportunities
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DISC Certification Training Program

(Live Webseminar)

Individual personality styles have a direct impact on our interpersonal relationships
at home and at the workplace. People differ from each other in fundamental ways
including their values, behaviors, talents, temperaments, wants and beliefs.
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and assessments help you identify these variances, hire the right people, reduce
conflict, improve communication and unleash team performance.

Classes are conducted in four, 90-minute sessions.

Upcoming class dates:

November 13, 15, 19

2:30-4:00

December 3, 5, 10

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Call or email us [mailto:cathy@chartcourse.com] for more information.

1-800-821-2487 or 770-860-9464
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Tools and Resources
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Copyright 2012 by Chart Your Course International--reproduction for publication
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