Price vs. Value

August 3rd, 2010 by Jon Simons

Blog 3 Comments

Like most people, the last few years have been a clear and needed reminder for me to manage my money carefully. I have learned to embrace coupons, “staycations” and leftovers quite well. I have all but eliminated the word “need” when it comes to material things and have delayed a number of planned purchases indefinitely.

While reveling in my newfound frugality, it occurred to the other day that I pass 2-3 perfectly acceptable supermarkets on my way to Whole Foods for my regular grocery shopping! Why? On average, Whole Foods is more expensive than my other local choices and is a few more miles down the road. Whole Foods does not carry as wide a variety of certain items as the others and I can’t rent DVDs there either.

If you have been to a Whole Foods then you have probably guessed where I am going with this. Whole Foods is all about customer service, conscious consumption, community building, fresh food and creating a shopping experience. When I ask for an item, I am not met with blank and vacant stares; I am actually escorted to the item by a friendly, knowledgeable and courteous member of the Whole Foods Team. During our trek through the store, the associate will also make recommendations of other items I may want to try based on my request. (Smart!)

When I go to Whole Foods, I am so jazzed by the experience that I quickly forgive them the higher prices, longer drive and lack of variety. I even give them a pass on the whole DVD thing. I think this begs the question of price vs. value.

I challenge you to bring your staff team on a field trip to Whole Foods. Go with intention and with a plan. Take note of the layout, the attention to detail, the service to customers and discuss how you can bring these learnings back to your organization. And, since you are there, grab a bag of the dried wasabi peas. They rock!

Last 5 posts by Jon Simons

What's the point? - January 17th, 2012
I "get" it. - July 27th, 2011
Three Generations of Camping - May 5th, 2011
The Best Question Ever - March 21st, 2011
The Search for Sea Glass - February 24th, 2011

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Linda Hebert says:

August 4, 2010 at 7:14 am

Great idea! There’s the story of when the computers went down at a Whole Foods store. There was no storewide announcement of the problem, or its consequence. Cashiers simply told customers there was a computer glitch, bagged their groceries, wished them a happy holiday and a safe drive, and sent them on their way. They estimated that up to $4,000 in groceries were given away before the computers began working again. The store manager did not consult headquarters before making his decision and they heard no negative feedback from the top brass.

“They just totally trust us to do what is right for our customers,”
The point of the story is that Whole Foods empowers their employees to make decisions, take ownership of their areas, which builds pride, and feel good about what they are doing.