SuperValu Deansgrange Service is always right at the top of our agenda. It’s what differentiates us from the multiples and it’s the reason why some of our customers have been shopping at this store for 20‐odd years 24 Musgrave Group Plc <strong>Annual</strong> Report & Review <strong>2006</strong>
Different & better – retailers & local suppliers SuperValu – real food, real people Whether they’re quizzing the in-store wine expert or listening to one of the bakers extolling the virtues of the ever popular Guinness bread, everywhere you look in SuperValu Deansgrange customers are deep in conversation with staff. ‘Service is always right at the top of our agenda,’ says Rachel Twomey, general manager of the Dublin southside store. ‘It’s what differentiates us from the multiples and it’s the reason why some of our customers have been shopping at this store for 20‐odd years.’ While it’s the recent stunning refit that has an immediate impact at Deansgrange, it doesn’t take long to realise that it’s the sustained investment in staff and training that makes this store so special. ‘Having an informed, motivated team is at the heart of our success,’ says Rachel’s father, Cormac Twomey. ‘This is why we’ve made a point of either employing or training specialists right across the business.’ As well as qualified butchers, the wine expert, deli staff and bakers, the Twomeys recently opened a professional fish counter in the store, managed by award‐winning Cavistons of Glasthule and employing a member of their staff who is an expert in fish produce and seafood. It’s this level of detail that helped SuperValu Deansgrange win Checkout’s coveted Best in Fresh award <strong>2006</strong>. The judges concluded that while the store hits extremely high standards in all departments, it is especially strong in its selection and display of fresh local produce. developed a real niche introducing and promoting local suppliers. Customers really appreciate the <strong>com</strong>munity connection.’ In September the store held events, at which local suppliers came to the store to talk about their produce, took questions from customers and encouraged all‐<strong>com</strong>ers to taste their wares. Cormac explains that maintaining a dialogue with his customers also means engaging in a wide range of <strong>com</strong>munity initiatives, including arranging trips and Christmas parties for the elderly and supporting local schools and charities. After 30 years in the business, Rachel’s father is more than happy to let his daughter tackle the day-to-day running of the store and is delighted by the drive and innovation she’s brought to the business. In her first year Rachel made the headlines by introducing Ireland’s first same-day internet grocery delivery service. ‘You can never stand still in business,’ Rachel explains. ‘It’s why we’ve recently increased our floor space and enlarged and upgraded our off-licence. But with all the changes, the standards of service and products must stay consistently high. ‘Being Best in Fresh means delivering the same fresh offer in the evening as when you open at ‘Our mantra is local store, local customers and local produce,’ says Rachel. ‘Over the past few years we’ve seven.’ ‡ Local food for local stores – Folláin Folláin, suppliers to SuperValu, is the Irish word for wholesome and Peadar O’ Lionáird’s <strong>com</strong>pany – located in the rural West Cork heartland – is exactly that. It conjures its fresh fruit preserves, marmalades, jams, relishes and chutneys from 100 per cent natural ingredients. Peadar explains that a century-old Irish recipe, passed on through several generations, was the secret to Folláin’s first product – a chunky grapefruit marmalade which was launched back in 1983. Building on this modest beginning, hand preparing the fruit and cooking in kitchen-style conditions, Folláin has grown steadily, increasing its range of preserves and expanding to what is now a state-of-the-art, modern food factory, built and equipped to the highest quality standards. 25 Musgrave Group Plc <strong>Annual</strong> Report & Review <strong>2006</strong>
Change language