Tag Archive for pithy posts

Is There a Store of the Future? Here’s Mine!

As far back as I can recall, we in the supermarket business seem to have a fixation with what our stores will look like in the future. Like all things that require only an opinion, there are many visions and views about this topic.

Adding to the fray, here’s my quick summation of the elements of a prototypical successful store perhaps as soon as 5 years from now.

1. Smaller not larger (25,000 square feet of selling)
2. Far fewer sku’s in center store, but with access to an on-line store where coveted commodity items can be ordered and waiting for the shopper at a delivery door.
3. Fewer cashiers and more scan as you go, or shelf-checkouts.

4. Fewer “racetrack” layouts in favor of distinct stores within a store.

5. And finally, much more interaction with the in-store pharmacy, which will also become a nutritional resource center.

Nothing here that is terribly controversial, but yet for many retailers, much work to do and significant investments to be made to move from the operational-oriented store they have today to a more consumer-centric offering!

“Spirit” Airlines finally gets the “spirit”

As we look to business leaders to provide glowing examples of exemplary customer service, we often learn more from the dolts than the do-gooders. So is the case of Spirit Airlines refusing a “dying” U.S. military veteran a refund for a flight he could not physically take. Yes, that’s right…a dying veteran.

Ben Baldanza, the venerable CEO of Spirit originally went out of his way to explain the logic and business acumen that drove his decision not to refund the meager sum to the veteran, and even was interviewed on TV, explaining his position.

But all he really needed to know to make the right decision, was two words, “dying veteran”. Baldanza eventually retreated from his unpopular stance and provided the refund and even made a donation to a veteran’s charity…but the damage to the already shaky public image of Spirit Airlines  has already been done. I do wonder how some ascend to the position of authority and influence, without the least bit of evident common sense.  To that point, my next post will be about politicians!