Experiencing World Class Service Excellence
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stores now all family run
Big personality of Stew Leonard writ big across the business
In Guinness Book of Records for sales per square foot
Business Model
Limited product range – 1000 items only
Focus on fresh produce where margins are typically higher (provided wastage is closely managed)
Concept of life time value
No overt premium for service
Processes
Single aisle only so customers trail round like a guided tour
Section heads treated as owners of small businesses do buying and set prices
Frequent, immediate & varied internal communications highlighting staff performance
Underlying logistics not examined
Product Variables
Bulk purchasing cost benefits shared with customers to generate higher volumes still
Freshness & perceived value for money critical
Quick (days) trial and error product
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