Meet Sophen

Sophen started working at Daisy Mae's last fall. Since he grew up in Cincinnati, he understands the importance of Findlay Market in the community, and he's proud to work with us. He enjoys the diversity at the market and particularly likes having so many choices for lunch or for taking food home. Sophen is great at setting up the stand. We tease him that he's the "Best Pyramid Builder," but I honestly think he has a special knack for displays and marketing. His favorite food at Daisy Mae's is the Gold Nugget tangerine because it's delicious and so easy to peel. When Sophen's not working at the market, he enjoys reading and sports. Next time you're at Daisy Mae's, say hello to Sophen.

Getting to Know You (and Us)

One of the best things about having a business at Findlay Market is the relationship that often develops with the customer. We may not remember each name, but we often remember who likes the fingerling potatoes, who prefers bicolor corn, and who likes the extra hot salsa. It's rewarding to watch customers return each week and seek out their favorite staff member to assist them. In my next few posts, I'll introduce you to our sales staff so that you can put a name with your favorite face.

Tony is probably familiar to many of you already since he has been with us for about a year and a half. He was born in Dayton, grew up in Piqua, and moved to Cincinnati to find work and opportunity. He quickly learned to appreciate the history surrounding Findlay Market and is proud to work at one of Cincinnati's landmarks. Tony is great at managing the stand, keeping track of inventory, and serving his customers. When you're shopping, he'll probably steer you in the direction of our apples because he loves the freshness and great taste of all the different varieties. When Tony's not working, he enjoys riding his motorcycle and watching movies. Look for him next time you're at Findlay Market.

Going the Extra Mile

At Daisy Mae's Market, we emphasize to our staff how important it is to "Meet and Greet" our customers. We feel that people have lots of choices as to where to shop for fresh produce, and in order to differentiate our company from the big box grocery stores, it's extra important to show our customers that we care about them. Shopping at Findlay Market needs to be more than just hurrying in to buy groceries...It needs to be an experience.
If you saw my post from March 12, you know that I'm not only a big fan of the Cincinnati Reds, but I'm also a big fan of their customer service department. The thoughts I expressed in that piece were reinforced when I was contacted a few days later by Michael Anderson, Public Relations Manager for the Reds. According to Mr. Anderson, my blog post "was the buzz in the office." It seems that the Reds had been spending the month of March training their entire staff, over 2200 employees, in the "Reds Way."  This training program emphasized, among other things, making a connection with fans. As it turned out, timing was everything, and my blog post must have been one of those "teachable moments" where the public relations department could show that the system was working.
One thing led to the next, and I received a phone call from Craig Warman, Director of Ticket Client Services. Mr. Warman expressed his appreciation for my story, and then offered me an opportunity to purchase two tickets that had come available. Of course, I was thrilled, completed the credit card purchase over the phone, and waited for the tickets to arrive in the mail.
If you're beginning to grasp the Reds' philosophy, you'll understand the tickets didn't come in the mail. No, for an organization emphasizing connecting with the fans, you don't just lick a stamp and put it on an envelope...You deliver the tickets in person.

Today, 2 days before Opening Day when I'm sure they had a dozen other things they could be doing, Mr. Anderson and Mr. Warman came to Findlay Market and hand-delivered my tickets. They went the extra mile...Not only did I get the tickets, but we also got another example to share with our staff about customer service...our own little "teachable moment."
Thanks, Mr. Anderson and Mr. Warman. Hope you realize your training goes way beyond those 2200 Cincinnati Reds employees.

The Customer is #1

Imagine you sell something that is in such demand that people will camp out in rain and freezing temperatures for 3 nights in order to be in line to buy it. And then imagine that those waiting to spend their hard-earned money on your product actually have fun while waiting for all those hours.
That's exactly the position the Cincinnati Reds are in. They have created just such a product, but it's not all about getting tickets for Opening Day. It's not just about the game.
The owners of the Reds, led by Bob Castellini, adhere to the philosophy that the customer is the number one priority. The management team and the marketing department never forget that the success of the team is directly related to the satisfaction of the fans. This morning on Fountain Square, I witnessed the Reds customer service program in action.
I arrived a little before 7:00 am. Those who had spent the night in tents and sleeping bags were starting to pack up, and a quiet line of fans snaked around the Square. I had hardly found my place at the end of the line, when the John Morrell Rally Pack team showed up with coffee and doughnuts for everyone in sight. Reds highlights began playing on the big screen tv overhead as fans began to really anticipate the start of the 9:00 am ticket sale. Soon, the mascots Mr. Red, Rosie Red, and Gapper began to mingle among the crowd. Rosie Red and Mr. Red each spent at least 10 minutes entertaining two young boys near me in line, throwing a ball and pretending to steal the boys doughnuts. The father grinned from ear to ear because he knew, even if he couldn't get the coveted tickets, his kids were making Reds memories that would last a long time. Next the Rally Pack Team passes out Reds towels to everyone and conducted a trivia contest with autographed prizes for the winners. At exactly 9:00 am, the line started to move in a very orderly fashion. The Reds were well-staffed to sell the tickets efficiently in a big tent out of the weather. Each successful purchaser who emerged from the tent with tickets in hand was high-fived and cheered by the mascots and the Rally Pack.
After about 25 minutes, I was within a few people of the ticket tent, but unfortunately, my part of the story doesn't have a good ending. The Reds spokesman took the microphone and announced with regret that the 1500 tickets were, in fact, sold out. Sure, I was among the disappointed, but I felt my 2 hours were well-spent as I got another good lesson in customer service. The Reds didn't have to distribute coffee, doughnuts, and towels. They didn't have to bring the spirit crew and a full contingent of ticket sellers. They would have easily sold the tickets without any of the extras. However, the extras are what made me feel as if my experience was worthwhile, and the extras are what made me think the Reds care about ME.
What a good lesson for any business...Show the customer that he's #1, and you'll be way ahead of the game.

YOUR Produce Guy

A friend of mine observed not long ago that it seems people have shorter tempers these days. She attributed that to the fact that we so often have to "Push 1" for Account Balance, "Push 2" for Questions about your Checking Account, "Push 3" for Questions about your Savings Account, and often have to wait on hold for several minutes before being redirected...often to the wrong person in the end. She reminisced about the days when she had "her banker." He was a real person with a name and a face that she saw regularly. If she had a financial question, she called "her banker." If she had a complaint, she reported it to "her banker." My friend recounted a recent issue at the bank where she was passed from one person to another to a voice mail until she was totally frustrated and at her wit's end. "If only I could have talked to 'my banker,'" she said.
I'm starting to think my friend is right. I know others who talk about "my plumber," "my yard guy," "my florist." They look to these specialists as authorities in their fields. They call them with problems, ask them for advice, and recommend them to others. My friends exhibit a weird sort of ownership...as if these people are known only to them...and that you must get a referral before talking to "their guy." When they can't get "their guy," they become edgy and uncomfortable...How can a stranger really help me? How can someone who doesn't understand me know what I really want?
If you often feel lost in our fast-paced world of answering systems, passwords, and customer service representatives, I'd like to direct you to Findlay Market. This Cincinnati landmark still exists as a place where you can talk to "your butcher," "your baker," and (yes) even "your candlemaker." The merchants at Findlay Market are real people with real names...and after a while, they will come to learn YOUR name. If you need advice, have questions, want to complain, or just want to chat, come to Findlay Market. You'll find real people just waiting to meet you. (And by the way, "my produce guy" is under the silver tent at the Race Street entrance...tell him I sent you.)