加西版 2023 第十一期
物超所值，加入價值觀
高性價比，讓顧客滿意
親愛的夥伴們：
我們有10大價值觀，是經營T&T的信念。我常問同事最喜歡哪一個，好多人選的都不一樣，有人選「樂在工作開心生活」，有人選「顧客至上」，每個人因部門不同都會有自己的角度，不一而足。而我呢，你猜我最喜歡哪一個？我最喜歡「謙卑有禮貌」。
為什麼呢？因為它是我們贏的文化的根本。當我們戴著T&T名牌、穿著T&T綠T恤時，它是我們服務顧客、供應商和同事的基本態度。T&T是加國最大最好的亞洲超市，而當我們是最大最好時，很容易變得傲慢。曾有供應商說打電話給我們都不接，這不是T&T的風格。
T&T的風格，就是謙卑有禮貌。在上一期Newsletter我就鼓勵大家，要謙卑虛心向同業學習，到訪競爭店，都要找到值得學習的地方，讓我們變得更好。此外，在員工餐廳用餐後絕不留下殘餚等別人清理、使用洗手間保持清潔，在任何場合都懂得尊重別人。
而這10大價值觀，有沒有遺漏什麼重要的東西？有，那就是「物超所值」，我們非常重視但它卻不在價值觀裡。而公司的價值觀是不適合輕易更動的，所以我一直猶豫。可是近幾年全球食品價格飆升，我認為現在是時候，把物超所值，加入到我們的價值觀中了。
你可能聽過親戚朋友說，或在社交媒體上看到，說T&T的東西有一點兒小貴。我很不喜歡聽到有人這樣說。我們都希望客人走進店裡有一個美好的體驗、不想成為一家東西貴的超市，都希望客人覺得物超所值、性價比高，東西不但品質好，而且買得很心甜。
雖然商品、物流、人工的成本都在上升，但我們的商品和鮮食部門，一直以來已經在努力控制。我們要保持合理毛利，更要讓客人買得滿意、喜悅，覺得真划算，增加銷售，擴大市佔率，這樣T&T就可將“Food for Joy”分享給更多的加拿大人。這是我們長期致勝之道。
事實上我們已經開始做到了。你信不信，今年我們的價格已經比去年更優惠。像最近蔬果部的椰子$2.40/ea (去年$3.90)、蓮藕$2.10/lb (去年$2.90)、酪梨$0.80/ea (去年$1.00)……，好多東西都比去年的價格還低，外面的同業基本上都做不到。
不只跟去年比，我們還立下志向要敢於跟Costco比：像最近我們肉食部的五花肉$5.58/lb (Costco $6.12)、小雞腿$2.08/lb (Costco $3.40)、雞上腿$3.58/lb (Costco $3.85)。儘管Costco比我們的規模大，但我們的採購團隊已找到突破口，可以把Costco比下去。
但好的商品和價格，只是這場戰爭的一半，另外一半還要看營運部門如何在分店精彩地陳列出來。行銷推廣部門也必須做到標示醒目。大家一起把物超所值融入心中，並淋漓盡致地表現在店裡和媒體上，讓客人感受到我們的價值觀，一切都是為了物超所值。
上面這張就是我們更動後的價值觀，你看到加上了「物超所值」。而為了只保持10個，我好捨不得，移除了我開頭強調的「謙卑有禮貌」。這不是說它不重要了，我還是希望它是我們文化的一部分，是我們為人處事的基本態度，請謙卑地保留在你心中。
Tina Lee
CEO
帶動大家更積極投入的收貨員Ben
我們有一些很少在前線但一直在背後默默支持分店的同事，當中包括了我們的行政部收貨員Ben。無論遇到什麼困難，他總是想著怎麼幫大家去解決問題，展現出高度的團隊精神。
Ben在團隊中充當起了救火隊員的角色。早前分店出現漏水，他就主動幫忙處理事後的清潔工作。不僅如此，當有機回收桶漏水、壓紙機卡機的時候，他也是毫不猶豫地挺身而出，幫助解決問題。他總是向我們展示一個員工應該具備的品質，比如除了自己的工作，還願意主動承擔更多的責任，確保團隊的順利運轉。
這種遇到問題全不退縮、全力以赴的敬業精神，激勵了分店同事一起積極投入，為團隊帶來了積極的影響。有他在，讓MG分店的同事更加朝氣滿滿！
(Marine Gateway分店) 分店行政部Leanne Yau
身邊的故事
相信很多同事都上過HR Judy老師的課。8月8日，Judy上班時突然不適，同事Jonathan馬上送她去看急診。醫生檢查後給她止痛藥，讓她先出院等專科醫生的治療通知。
緊接著8月14日那週，因為有安排給亞省同事的培訓，為了不耽誤工作，Judy竟然決定吃著止痛藥也要飛去亞省。大家很擔心她能不能負荷這需要腦力兼體力的培訓工作，但是Judy說：「反正要等專科醫生的通知，在哪裡等也是一樣，一切早都安排好了，我不能讓大家失望」。結果她如期出發，在Calgary堅持完成了兩天的培訓，直至收到專科醫生的來電讓她儘快回BC檢查治療，她才回來。Judy身體力行地實踐了「專業盡全力」，不留餘地。
在Calgary期間，HRA Emily得知Judy的狀況，竟然每天按Judy的口味精心為她準備餐點，包餃子、做麵條、煲湯、燉菜和水果，直接連鍋帶菜地把愛心餐送到酒店。事實上，Emily已經不是第一次這樣給「落難」的同事送愛心了，去年夏天，一位同事全家去班夫旅遊時不幸染上了新冠，旅遊變成隔離。Emily知道後，第一時間就送藥、蛋糕和水果。她就像一個關懷救護站，總是給同事雪中送炭。在我們感謝Emily時，她說這沒什麽，還說相信如果自己在BC生病也會獲得這樣的照顧。
同事之間的關愛和凝聚力，讓我們更愛大統華這個大家庭。專業盡全力，互助合作，每天都在你我身邊發生，許多的故事，匯成發自内心的一句話：有大統華，真好！
(分店支援中心) 人力資源部Ella Zeng
使用正確的方式及管道發聲
同事們受邀加入微信或WhatsApp上的工作群組，是為了方便我們的工作及溝通，同時增進團隊的凝聚力。
然而，有些同事忘記在這些工作群組中保持基本的禮儀，把群組當成個人舞臺和盡情發洩個人情感的地方，分享與工作無關的內容，指名道姓地發表嘲諷的評論，或者在深夜大發牢騷。這種不當的行為不僅違反了工作群組的初衷，也會讓同事感到壓力和焦慮。 雖然不是面對面或是身體上的接觸，但網絡上的不當言行也可以構成霸凌及騷擾。
公司鼓勵同事勇於發聲，分享想法，表達意見，但要以尊重和友善的方式進行，並使用適當的管道，尋求幫助與建議。網路霸凌的傷害不可小覷，因此提醒同事，不論在工作群組或是其他社交媒體上，都應該確保我們的言行不會傷害到其他人。
(人力資源部)
2023 P10 分店最佳員工榮譽榜
2023 Period 11
Delivering ‘Great Value for Money’ to our customers
Team,
I often ask our colleagues which of our 10 T&T values resonates with them the most. It’s so interesting to see the different answers I get – some people really like “work-life happy”, a lot of the PFD team members like “continuous innovation”, and our front-line staff resonate the most with “customer is #1”. Each department and team member has their own thinking and interpretation, and collectively, they’re all important to us as a company. My personal favourite is “be humble and courteous”.
Why? Because it forms the foundation of our winning culture. When you wear a T&T name tag or a T&T green shirt, you represent T&T to all our partners – colleagues, vendors, and customers. As a representative of T&T, we have the responsibility to exemplify courtesy and respect to everyone we interact with. Sometimes I hear vendors lamenting that their calls go unanswered, and their emails unacknowledged – this is not the T&T way.
The T&T way is one of humility and respect – it means cleaning up after ourselves in the kitchen, it means responding to our partners in a timely manner, it means remaining humble and understanding that even though we are the largest Asian supermarket, we can learn a lot from our competitors. It means that whether we are in the boardroom or the bathroom, we treat one another with respect.
But something has been gnawing at me for the past two years, something missing from our 10 core values. While we don’t often make changes to our values, the world around us has changed a lot. Inflation has been high, and global food prices have gone up. Everything is just a little bit more expensive these days. As a company, we feel it in our cost of goods sold, transportation cost, and labour cost. As a consumer, we feel it in our housing prices, gas prices, and of course, food prices.
In response, I am proud to introduce “Great Value for Money” – a concept we embody and work towards internally, but never explicitly articulated. It’s about providing exceptional value for money for our customers, so that they fall in love with shopping at T&T.
Occasionally some friends and family mention seeing comments on social media about T&T products being a bit pricey. I don’t like that perception. We’re not a discount store – we offer a remarkable and elevated shopping experience for our customers – but we need to deliver great value for money. That means being able to go into a T&T and finding great deals. It means seeing competitive pricing on products that our customers love. And in some cases, it means seeing cheaper prices than last year, even with high inflation. What I want is for us to be recognized for providing “great value for money”.
This means every category manager, every member of our merchandising team, and everyone in PFD and on the front lines to internalize this concept. We want to meet GP targets, and exceed on sales, because we want to bring more people to our stores – we want to capture more market share, so we can share our “Food for Joy” with even more Canadians – that’s our ultimate goal.
In fact, we've already started. Would you believe that our prices are already lower compared to last year? For example, coconuts in the produce department are $2.40/ea (down from $3.90 last year). Lotus roots are $2.10/lb (down from $2.90 last year). And avocados are $0.80/ea (down from $1.00 last year). Many items are priced lower than last year, and we are proud to be one of the few grocers doing this.
Not only do we measure up against our own prices last year, but we also dare to compete against competitors such as Costco. For instance, in our meat department, pork belly is now $5.58/lb (while Costco charges $6.12). Chicken drumsticks are $2.08/lb (compared to $3.40 at Costco). And chicken thighs are $3.58/lb (compared to Costco’s $3.85). Though we may be smaller than Costco, our buyers and category managers have found a way for us to beat Costco on pricing.
However, offering competitive prices and high-quality products is only half the battle. The other half depends on how effectively our operations teams communicate this value in our stores. This message extends to marketing as well. Our pricing should be transparent, clearly displayed, and emphasize the value we provide. In the context of evolving customer perceptions of grocery pricing, we all need to work together so that T&T becomes synonymous with “great value for money”.
We have a lot of great values that our team brings to T&T every day, and to keep the list manageable, we will continue with 10 values – as a result, we will drop my favourite “be humble and courteous” to make room for “great value for money”. It is now up to all of us to continue to embrace “be humble and courteous” and keep that alive as part of our culture. It should continue to drive how we think, act, and present ourselves to the world.
Thank you for everything you do to keep these values at the heart of what we do.
Tina Lee CEO
Our Receiver Ben inspires active engagement
There are some colleagues who are rarely seen on the front lines but have been consistently providing support to our stores behind the scenes, among them is Ben, our Receiver. He always finds ways to help others resolve their issues, displaying a high level of team spirit.
Ben is like the firefighter of the team. When there was a water leak at the store, he volunteered to clean up the aftermath. Not only that, but when the green bin started leaking and the paper shredder jammed, he was quick to resolve both issues without hesitation. He displays all the qualities an employee should possess, including a willingness to take on additional responsibilities beyond his own duties, all to ensure the team runs smoothly.
This unwavering commitment to tackling problems head on and giving it his all have encouraged all the colleagues to be fully engaged, bringing a positive influence on the team. With him here, our MG store's colleagues are even more vibrant!
(Marine Gateway store) Store Admin Dept. Leanne Yau
The stories all around us
I believe many colleagues have had HR Judy’s class. On August 8, Judy suddenly felt unwell and was rushed to the Emergency by our colleague Jonathan. After an examination, the doctor prescribed painkillers, discharged her and asked her to wait for the instruction from a specialist.
Training had been scheduled for Alberta colleagues for the week of Aug 14, and Judy made the surprising decision to fly to Alberta despite being on pain medication. Everyone was worried as the training was both mentally and physically demanding. But Judy said, "I have to wait for the specialist's call regardless, it won't make a difference where I wait. Everything has been arranged, I can't let everyone down." In the end, she persevered through the two-day training in Calgary, only returning when the specialist urged her to return for the treatment as soon as possible. Judy embodied the spirit of "Be the best we can be", leaving no room for compromise.
After HRA Emily knew about Judy's condition, she prepared meals according to Judy's preferences, making dumplings, noodles, soup, veggies and fresh fruits and hand delivered these lovingly prepared homemade meals to her hotel each day. In fact, this wasn't the first time Emily had shown such kindness. Last summer, when a colleague’s entire family got COVID while vacationing in Banff and had to isolate, Emily immediately brought them medicine, cake and fruits upon finding out. She's like a compassionate care station, always extending her helping hand. When we thanked Emily, she humbly shrugged it off, and said she would receive the same level of care if she were sick in BC.
The mutual care and unity make us love this T&T family even more. Stories of unwavering professionalism, helping one another, unfold around us everyday, and these bring us back to one heartfelt sentiment: It is great to have T&T!
(Store Support Centre) HR Dept. Ella Zeng
Speak out in the right way and through the appropriate channels
We invite colleagues into our work-related WeChat and WhatsApp groups as a way to facilitate our work and communication, as well as to strengthen team spirit.
However, some colleagues might forget to maintain basic etiquette in these groups, venting their emotions, sharing content unrelated to work, naming and making pointed and mocking remarks targeting others, or venting their frustrations late at night. This inappropriate behavior not only deviates from the initial purpose of these work groups, it also creates pressure and anxiety for others. Although it's not face-to-face, nor involve physical contact, but improper online conduct can still be considered a form of bullying and harassment.
The company encourages colleagues to speak up, share ideas and express their opinions, but it has to be done in a respectful and friendly manner, and help or advice should be sought through an appropriate channel. The harm caused through online bullying cannot be underestimated, we remind all that whether in the work chat or on social media, we should ensure our conduct does not cause harm to others.
Human Resources Department
2023 P10 Outstanding Staff of the Store
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