'Employees First, Customers Second': Wegmans' Work Culture
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Case Details:
Case Code : HROB095
Case Length : 13 Pages
Period : 1916-2007
Pub Date : 2007
Teaching Note :Not Available
Organization : Wegmans Food Markets Inc.
Industry : Retail
Countries : The US
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Excerpts
The Wegmans Way
One of the reasons for Wegmans'popularity with customers was the in-store experience. Typically, Wegmans stores were much larger than regular supermarkets, ranging between 80,000 and 130,000 square feet in size. The stores had wide aisles and a spacious feel.
Wegmans tried to replicate the ambience of an open air market in its stores. All the produce was laid out in the open in attractive displays...
Working at Wegmans
Wegmans had one of the best retention rates in the retail industry in the US.
Reportedly, the average length of employment for full-time employees at the
company was more than 10 years, and the average tenure even for part-time
employees exceeded five years.
According to analysts, potential employees were
attracted to Wegmans because they knew that they would be treated well at the
company, and be encouraged to play an active role in creating value for
customers.
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According to the Northeast Human Resource Association (NEHRA), a
major HR association operating in the New England region of the US, the reason
behind Wegmans'success in retaining employees was that employees felt 'intense
job satisfaction achieved by meaningful interaction with both customers and
management.'...
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Looking Ahead
According to analysts, one of the keys to Wegmans'success in
keeping its culture strong and consistent was the company's slow
pace of expansion. Wegmans typically opened only two or three new
stores every year. This allowed it enough time for preparation, and
employee training. Wegmans never opened a new store until it was
fully prepared. For instance, it postponed a new store opening in
Dulles in Virginia to February 2004, even when the store could have
been opened it in November 2003 in time for the holiday season, in
order to extend the period of training for employees. |
Exhibits
Exhibit I: Wegmans'Ranks on the 'Best Companies to Work For'list.
Exhibit II: Supermarket News Top 75 2007 – 2007's Top 75 North American Food
Retailers
Exhibit III: Wegmans Values
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