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| My late Mothers (in the long white shirt) shopping at Wegmans Downingtown, PA. She LOVED Wegmans! |
One big thing that I miss since we moved to Delaware in 2006 was Wegmans super market.
Have you ever been to a Wegmans? I remember the first time I heard the name Wegmans. I was working as a hotel front desk clerk in Lionville, Pennsylvania way back in 1999. Linda, the hotel salesperson, informed us that we were going to have a LOT of reservations for the new Wegmans. I never heard the name Wegmans. I asked her "What's a Wegmans?" She smiled at me and said "You never heard of Wegmans?" I admitted that I did not. She told me it was a supermarket chain that began in Buffalo New York. Well, this was the first time I had heard of Wegmans. What was the big deal anyway? She advised me to check it out on their grand opening day. Oh sure, I'm going to do that. Crowds and crowds and forever to check out. Oh yes, that was always my experience with supermarkets, old and new. All those check out stations and rarely more than three of four manned by checkout clerks. Didn't matter whether it was Acme, IGA, Clemons, A&P. Same deal, big store, cluttered aisles, slow checkout.
However, after more assurances by Linda, I did go on the grand opening day. As I expected the parking lot was packed. Some difficulty finding a parking space. Found one and went into the supermarket that was crowded with shoppers. This Wegmans was located in a former 84 Lumber store in Exton, PA. "God, I'll be forever getting out of here" I thought.
I grabbed a shopping cart and began may tour de force. Well, I was immediately impressed. There was a hot and cold food cafeteria style area. Freshly made food at reasonable prices. The produce area was HUGE. Big open spaces which is unusual from my experience in supermarkets. Usually they have the aisles cluttered with displays to entice you to buy items from those displays. An all too typical marketing ploy which was really getting old. Some years ago I read about the top two complaints against supermarkets.
Number #01 - Slow checkout
Number #01 - Cluttered and blocked aisles
There were also other specialty areas. Ready made foods to take home. And that was a large area. More than just rewrapped subs and pitiful looking casseroles that looked like they were made a week ago.
Another nice touch was a large toy train that traversed tracks around a ledge about ten feet up around the store. A nice whimsical touch for the kid in us. Who doesn't like toy trains?
There were many other speciality areas in addition to the regular rows of shelves with canned and box grocery products. But the real test came at checkout.
"Oh, here we go" I thought as I guided my shopping cart to the front of the store, looking for the checkout lane that I estimate would take me the LEAST time to get out of that crush of people.
First thing I noticed was that ALL of the twenty-four lanes were open. That was something I had never seen in my lifetime, all checkout lanes open. Which one to get into I thought. While I was pondering my decision I noticed a Wegmans jacket employee come over to me, looks at my cart, which only had a few items in it, and advised me "You can go to lane 14" which was way down the other end. I was puzzled by his concern for me. As I maneuvered my cart to lane 14 I noticed other Wegmans employees checking other shoppers carts and advising them what lane to go into. What was this? Oh, I know. CUSTOMER SERVICE! What a novel idea! Instead of the supermarket acting like they're doing you a favor by being there, here was a supermarket actually making my shopping experience easier. I have to admit this surprise brought a smile to my face.
Then when I got to my checkout I noticed that the checker bagged my items as he checked them. What was this? No pushing the items aside (preferably for me to bag) while scanning the codes. Again, what a novel idea, to make the checkout experience......how do we say......EFFICIENT. Man oh man. Now I know what Wegmans was all about and why they have the reputation as one of best supermarkets in the country.
My dentist and his wife retired to Delaware a year before we moved here. I remember her lamenting that she would miss Wegmans. She said "Going to Wegmans is an EXPERIENCE" and indeed it is.
Pat is also a big fan of Wegmans. When I visit Pat in Canada I fly to Buffalo and he comes across the Canadian/American border to pick me up. We always make it a point to EXPERIENCE" Wegmans in Buffalo, Wegmans hometown.
Since moving to Delaware in 2006 along with many other out of staters who move to Delaware mainly to escape the high taxes of the neighboring states of Pennsylvania, New Jersey, New York, and Maryland, several new supermarkets have opened. They are all Wegmans wannabes. Most of them have adopted the more efficient method of bagging the groceries. And the supermarket I frequent most (Food Lion in Milton) also makes a point of using all of their checkout lanes (they only have eight) when the volume of shoppers requires. However, most of the other supermarkets have not caught on to that basic concept of customer service, the main one being Safeway. Safeway has at least fourteen lanes, I never seen more than two open at a time. I quickly found out that Safeway is a union store, which explains their poor customer service. I've shopped there a few times when I was in the area and I always had to wait too long to check out. One time was especially galling. I had ONE item. There were two lines open. The checkout clerk in the second line was bagging items for the first lane while chatting with the checker (something I hate, supermarket clerks socializing with each other when they should be waiting on the customers). I saw his lane was open so I motioned to him that I only had one item. When he say I was trying to get his attention he frowned and motioned with his forefinger for me to stay in the line I was in while he chatted with his co-worker.
Damn! That made me hot. I took my ONE item (a pork butt which I should have thrown at him) put it back and left the store. I was still steaming when I went home so I called the store manager and explained what happened. She wasn't interested. She gave me some word salads but she clearing WAS.NOT.INTERESTED.
I made a vow never to go in that store again. Of course I've been back since (once in a while I'm in that shopping strip mall and try to save myself a trip) but the service is the same. Non existent Union shop.
Now there is a new store in town. It's called Redner's. It's another Wegmans wanna be. I have to admit. I like this store. It has a wide open space (how long with that last?) when you first go in. They have a hot food section which has keilbasa and sauerkraut which, although expensive at $9.99 a pound, is good.
This Redner's store is large and I give them profs for being far and above what we have already here in the Rehoboth Beach/Lewes area but it's not Wegmans.
Who knows, maybe in my lifetime Wegmans will put their footprint here in southern coastal Delaware.
One thing that will happen if they do, they're put stores like Safeway out of business. That's what Wegmans did in Downingtown, where I used to live. Four of the nearby supermarkets were out of business within the year. And that folks is how customer service work.
By the way, these days when I'm a full-time caregiver, my main social interaction other than my doctors' appointments are my super market shopping excursions. This is the only time I get to see and interact with people. All my other shopping I do through my Prime Amazon account. Now talk about customer service, that's Amazon. I don't care how much money Jeff Bezos has, all I know is that his company has made my life much easier.








