Fry’s Food Stores, The Kroger Co.
The day Sally Angulo opened the new Fry’s Marketplace Store in Phoenix in July 2016, it beat its budgeted sales mark by $150,000. The store has averaged $1.2 million in sales since then, had an EBITDA in the second quarter it was open of 2.73 percent, and was the first in its division in terms of bakery sales and one of the top bakery sales leaders in the entire chain. In some ways, none of this surprised her supervisors. At another Marketplace Store she managed, the store averaged $1 million in weekly sales, not counting fuel sales.
Angulo held a town hall meeting with a theme of “USS Inspiration” for the more than 400 new associates before the grand opening where she told them of 10 important lessons, starting with “Be on time” and ending with “Don’t ever quit, don’t ever give up.”
The enthusiasm and spirit she cultivated before the store opening didn’t end there either. Angulo huddles every day with associates in every department of the store to keep them informed of what’s going on, listen to their views, help them understand priorities and address issues.
On a weekly basis, she meets with assistant managers, department heads and Customer First Cultural Council members, a group of associates she has selected who daily review customer feedback and share that feedback in huddles throughout the store.
One idea the council came up with was the Ambassador of Customer Service Red Vest program in which a host or hostess is front and center in every department – in their bright red vests – to assist customers with directions and information.