The Welcome convenience store’s commitment to its customers and community has helped the Marchwood store scoop the title of ‘Best Multiple Convenience Store’ at the Convenience Retail Awards 2016.
The Welcome store, a franchise of The Southern Co-operative, prides itself on providing a customer-centric approach to its operations, refitting its store to meet customer demands and heavily engaging with its local community through sponsorship, fundraising and donating.
Richard Dance, owner of the Welcome store in Marchwood said: “I am absolutely delighted with the award especially as we were up against some very strong retailers from across the UK. It is especially pleasing for all of the team at Marchwood to be recognised as they have worked hard to achieve a very high standard and make the store a great place for people to come and shop.”
Colleague engagement is key to the highly commended level of customer satisfaction in store. All of Richard’s colleagues have undergone a customer service training session to help ensure everyone is helpful, supportive and friendly at all times. Whilst other measures include colleagues partaking in e-learning sessions for customer care, face-to-face feedback huddles, creating a ‘customer service charter’ and quarterly mystery shoppers to evaluate their shop floor service.
Richard has taken great strides to ensure his store is extremely customer friendly, by paying close attention to customer purchases, the product range offered in store is often rebalanced to reflect customer wants, such as doubling the selection of fresh fruit and vegetables and chilled foods.
Mike Fitton, Franchise Development Manager for The Southern Co-operative said: “I’m over the moon that the Co-op Welcome store in Marchwood has been crowned as the ‘Best Multiple Convenience Store’ throughout the whole of the UK at the Convenience Retail Awards. Richard and his colleagues go to great lengths to ensure that the store lives up to high standards and this award is very much deserved.”
The prestigious national Convenience Retail Awards 2016 are run by Convenience Store and The Grocer magazines. The Awards were presented at an exclusive black-tie event in London on 17th March 2016.