Timing is everything in store management, especially at locations with seasonal businesses. At the helm of a Brothers Marketplace along the coast in Duxbury, Mass., Russ has impeccable timing for scaling, servicing and steering. He meets the needs of both year-round residents and members of the temporary boating and beach communities at a store that has continued to grow since it re-opened five years ago.

As summer approaches, this store ramps up to serve 90,000 customers a week, compared to its average base of 70,000 shoppers. In addition to adjusting assortments and re-merchandising many areas of the store, Russ devised creative ways to make the shopping experience easier and more enjoyable. For example, he started offering grab-and-go sandwiches, salads and sides that beachgoers, boaters and others in a hurry could pick up without having to wait in long lines at the service deli counter. That also helps alleviate traffic in the smaller parking lot.

To enhance store operations, almost every week, Russ visits other grocery stores to check out their product selections, store environments and merchandising. He also reads industry news publications daily. “Every day is different, and as I am driving in, I think about where I can improve conditions today, whether it’s working with a new manager or associate or merchandising and re-merchandising areas,” he explained.

Those relationships with associates and managers are paramount to Russ. Here, too, he is mindful of timing. Russ began offering operations classes on mental health, understanding the challenges and stressors faced by today’s workforce. He models service by cleaning bathrooms and rounding up carts when he sees a need and is candid with his team during weekly staff meetings in which he shares updates on sales, labor, gross profit and P&L information.

Community relations are important to him as well. Russ is a fixture at the town’s annual Fourth of July parade and Holly Days during the winter holidays. He encourages associates to support fundraisers for the Greater Boston Food Bank and causes like the annual Duxbury Beach Ball that benefits the local beach reservation.

Russ brings elements of the community into the market, too, though small but meaningful touches like murals and historical photos of the town posted around the store and a café space that has become a hub for community groups to gather.

As a result of his management style and merchandising savvy, this store that was described as once-neglected has become a premier shopping destination, with sustained year-over-year sales growth.