Tweaking the Supermarkets

In my column of Dec. 5, I took it upon myself to write an open letter to Frank Curci, the newly appointed CEO of Tops. I congratulated him and offered a few suggestions on how he might improve the stores, which had been operating for so many years under the absentee ownership of Ahold.

This was an easy thing for me to do, of course, since I shop at so many different supermarkets several times a week. And, it occurred to me that every supermarket I visit can use a little, er, tweaking.

Is it just as easy for everyone else?  Suppose you had just been appointed the big gun at a local supermarket chain (any chain in the area, I mean ). What's the first thing you would do to improve the place?  For argument's sake, let's assume that whatever money it would cost - no  matter how many dollars you had to spend - would not be a factor.

Comments

[McBea]

Well...since you asked...
My hugest beef is with the self serve checkout lines. I don't work there. I have probably just come from my own very stressful job. I don't want to do someone elses too. Since the self serve lines have come into play it seems there is only 1 manned express lane, which means it has a looonnnggg line...not so express anymore. I refuse to ring up and bag my own stuff...unless of course, you're going to give me a discount, but that doesn't seem very likely. I have switched stores to shop where someone doesn't mind helping me with my purchases.

And the store brands? I really hate it when the ONLY option is the store brand.

My mom looks back fondly on the days when grocery stores sold groceries not patio furniture, or best selling books, or Christmas trees. Although she has a Wegmans within walking distance, she intentionally shops at an old run down Tops in her area because it is too small for them to put in all the extras. It is pretty much just grocery items.

I do love it when they have locally grown produce. The farmer's market schedules don't always fit my schedule. It is nice to have an alternative.

[Libby56]

My biggest gripe is all the stuff in the aisles at Tops! Guys - putting a cardboard display or a stack of something IN MY WAY is not going to entice me to buy a product. It just ticks me off, is all.

[SANDRA LOCKWOOD]

I WOULD LOVE TO BE ABLE TO SHOP AT TOPS BECAUSE IT IS SO CLOSE BUT I GO OUT OF MY WAY AND GO TO WEGMANS FOR TWO REASONS. THE PRICES FOR VERYDAY ITEMS AT TOPS ARE SOMETIMES AS MUCH AS 50% HIGHER THAN AT WEGMANS. WHEN THERE IS A BUY ONE GET ONE FREE THE PRICE OF THAT ITEM IS JACKED UP. IF I GO TO TOPS I SPEND AT LEAST 50
$ MORE THAN I WOULD AT WEGMANS. THE OTHER REASON IS THAT WHEN I GO TO WEGMANS I AM TREATED LIKE A QUEEN. NO QUESTION OR REQUEST IS TOO MUCH. THANKS

[BobbyCat]

Here is a point that women seem to understand intuitively but men don't get: Women don't want to shop in a 'dirty' supermarket. No way, no how.

Most men that I have talked to, on the other hand, don't see the dirt. They breeze in and out, without noticing all the dirt that drive women crazy.

But ask any woman...and she will readily point it out to you.

Point one: Put a woman in charge of cleaning the stores.

Point two: A number of Tops managers told me that Giant didn't care about pleasing the customer. You got whatever you got. They would not order your favorite product. Fugetaboutit. Bring back customer service to Tops.

Point three. Keep the Christmas music muted until after Thanksgiving. I would rather grow my own wheat and mill the flower in a raging stream and bake my own bread rather than endure another chorus of "Silent Night" in October.

I have another 50 points but I need to go harvest some oats for breakfast.

[Frank]

Here's a point men understand but apparently women don't: when you've completed your transaction at the register, don't stand there like a statue to re-organize your wallet, look for your keys/pepper spray; move your A** out of the way so the person behind you can commence with their business!!!!

Now if you're done with those oats, what say you get the laundry done next?

[mary]

Would love to know where McBea's mom shops - that would be my #1 suggestion for Mr. Curci - couldn't they PLEASE do a few smaller stores ? It's so frustrating to have to shop in these monsters - especially when you only need a few items. I am sure they would be profitable (especially if they put one in Cheektowaga !). I also think Ms. Okun is right on the need for better training for the Tops employees.

Finally - if I were the boss, I would purchase a cash register system that could be programmed to only accept up to a certain amount of items on one transaction -- Express Lane is "about 15 items" ? OK, that register can do about 20 max - could prevent ALOT of grocery rage !!

I hope Mr. Curci sees these comments from all of us. Good luck to him !

[BobbyCat]

Frank, I think you've got me confused with your wife. I'm sure I've got about 150 lbs on her...err...well,maybe not. But I know I have different equipment then she does.

So do your own laundry, Skippy.

[Brian K.]

I agree with McBea. My biggest complaint is checkout. Why are there 20+ lanes built for checkout if you're only going to open 10 of them on your busiest day? You're forcing people to self-checkout that don't necessarily want to be. That's not fair. Self-checkout lines should be a convenience, not mandatory. Is it really going to break the company to add 10 more cashiers at $7 an hour? Think about it.. $70 an hour to make your customers extremely happy they didn't have to wait in line for 30 minutes.

[Monica]

I love Tops and i have been a faithful Tops shopper for a number of years. I go to a big one in West Seneca and they always have plenty of cash registers open, so I really have no gripes with any of that. The only request I have to make is a simple one.....I go to Wegmans for ONE thing because Tops does not carry it. It's, Weaver Original Chicken Tenders, NOT the honey batter or the nuggets. Those Tops carries and I just don't understand why they don't carry the Original kind. I know this is a small thing but if I didn't have to go to Wegmans for that one thing I would never step foot in a Wegmans again (I hate Wegmans). So, please Mr. Curci if you read these that is all I ask for and it would make my shopping experience that much better. Thank you!

[Bee]

I used to shop at Tops. All my children worked there and at the time I thought it was a great store.I believe a lot has to do with the passing of Paul Perna. After complaining to my now grown children, thay encouraged me to shop at Wegmans as they do. Tops new CEO needs to understand what sets them apart.Wegmans has the right idea. They want you tobe there customer not just once but over and over. The staff treats you like you are valued. I drive out of my way to go to a store that is clean, has helpful and respectful employees and has better prices. If Tops wants to do better, they need to try to focus on the customers wants and needs and not just take our money and open more self serve aisles so we can work for them too.

[alexandra]

Hate, hate, hate Tops checkout and the long lines (for no reason other than them being to cheap to pay more cashiers).

But... I can buy cuts of meat at Tops that I can't get at Wegman's -- soup bones, chicken backs, pig tails, etc. We raw feed our pets and the best source for the "Raw Meaty Bones" that are diet staples from them can only be found at Tops.

[john]

Tops has a lot of work to do. Tops's 71 store chain sold for about the same price as 3 new Wegmans stores, and it took over a year to happen. Most businesses are sold before the public even knows it's for sale.

I'm sure the investment firm looks at this as a turnaround opportunity and will sell when it reaches $1B.

I think keeping the unions will hurt in the long run. Tops also has the new Walmart superstores to worry about. Competitively Tops has never found it's nitch, although I give them credit for trying new things

[McBea]

HA! Let that be a lesson to Tops...smaller stores without all the garbage. McBea's mom shops in an old Tops in Gates (near Rochester). Probably too far for you to drive to. If they ever remodel that store she'll probably give up food alltogether.

[Maxine]

Geez, guys, are you really in such a hurry to get home with that beer before the Bills game?? Next time leave the house earlier. Seriously...I have been doing the grocery shopping for my household for 30+ years and I have NEVER--I repeat, NEVER--seen a woman organizing her wallet or any of that other nonsense while at the cash register. When my stuff rings up, out comes the debit card or the cash and I pay and I go. As for dirty stores, yeah, I notice that stuff. I also notice what slobs my fellow customers are. Here's a clue, people: If you got it out of a REFRIGERATOR or out of the PRODUCE SECTION, and then decide you don't want it, DO NOT LEAVE IT IN A FREEZER! The store will have to toss it out. Also stop leaving your half-eaten snacks on the shelves.

Re: Wegmans: There is just too much crap in there. Does a food store really need to sell garden furniture, dishes, glassware, complete sets of cookware, 14 kinds of candles, etc?

[Millie]

Please forget the MBA's!! What we need is better customer service from TOPS!! They have forgotten the customer. Management & staff walk around and are not cognizant of the customer's needs. Wegmans treats us well and is always willing to service our needs.

[mary]

I COULD TAKE AN HOUR AND DISCUSS SUPERMARKETS, THEY ALL HAVE THEIR FAULTS, LIKE FOR ONE WALKING IN AND SMELLING ROTTEN FOOD, OR SOUR TOMATOES,
BUT MY ONE GRIP IS
FOR MS. OKUN, HOW COME YOU DON'T HAVE SOME GOOD COOKIE RECIPES, ESP: AROUND THE HOLIDAY, YEARS AGO THE ""OLE"" BUFFALO PAPER, EVERY CHRISTMAS HAD LUCIOUS COOKIE RECIPES, THANK GOD, MY MOM KEPT THEM, AND I NOW HAVE THEM,,, FORGET ABOUT THE MARKETS, THEY ARE GOING TO DO WHAT THEY WANT TO DO, TO GET US IN THERE TO SPEND OUR CASH.
COME UP WITH SOME GREAT RECIPES, INSTEAD OF ALL THIS REVIEWING JUNK... WHO CARES,,,,SHOP WHERE YOU LOVE THE STORE AND HOW GOOD THE EMPLOYEES ARE TO YOU, IF THEY ARE NOT UP TO PAR GO TO ANOTHER IT IS A FREE COUNTRY