London Grand Opening
Dear Team,
These are the days we work for. After years of planning and hard work, we opened our London store on September 27th, and what a memorable day it was. The stories from that day are a testament to all the effort we’ve invested and prove that we are bringing something truly special to our customers and community.
The first customer started lining up at 3AM just to be the first one inside! In fact, he has been there for the past three T&T grand openings – that kind of dedication shows the strong connection we have built with our customers over the years. The lines were so long that a passerby asked if Taylor Swift was here for a concert!
Western University students also showed up in full force – many shared how they used to drive hours to Toronto for authentic, fresh Asian foods, and now it’s just minutes from campus. As a Western alum, bringing T&T to London was always a dream of mine and it was so special to see the joy it brought to the students.
One particular student, Danny, really touched my heart. He is a first-year student who just moved to London, ON from Burnaby, BC. Nearly 4,000 kilometers away from home, he’s adjusting to living alone, away from his parents. When he visited our store, he was brought to tears because he finally felt a connection to home. This is why we do what we do – bringing food for joy, and offering that sense of belonging for everyone who walks through our doors.
None of this would have been possible without our incredible team. The store looks amazing because of the creativity and hard work of our engineering, marketing, and operations teams. Marketing created the kind of excitement that had people both lining up around the block and sharing online. HR brought together a team with passion, while merchandising found the perfect balance between trendy new products and nostalgic classics. Digital made sure we were ready to serve customers seamlessly online and in-store, and PFD rose to the occasion, creating special purple sushi rolls and Chinese-style crepes that honoured Western’s colours. IT kept everything running smoothly from the checkouts to the music, while F&A and FSQA took care of the details that allowed us to operate at our best for our customers.
This store represents the culmination of years of work, and it’s a milestone that makes all of us proud.
London is a huge win, but we’re just getting started. Before the year’s over, we’ll get to do this again with Kanata, Brossard, and Bellevue. Let’s keep this momentum going. Add oil, team!
Tina Lee
CEO
The embodiment of professionalism and responsibility
Carol Yan - (Surrey store) Store Admin
As Assistant Department Head of the Surrey store’s Grocery Department, Tony has earned high praise for his outstanding performance. Primarily responsible for night shifts after the Department Head leaves, Tony manages the department and handles tasks with ease. His strong sense of responsibility and professionalism ensures shelves are consistently stocked and all daily tasks always completed. Tony also readily steps in as night duty manager, efficiently handling emergencies and customer complaints.
When the store faced a serious rodent infestation, Tony would arrive early to remove all merchandise to thoroughly disinfect the shelves and seal potential hiding spots. He also used his free time each week to deep clean the stock room, helping prevent future infestations.
Tony consistently cares for his colleagues. When new employees encounter difficulties, he patiently guides them and generously shares his experience. He also readily assists other departments without complaint, making everyone feel at ease when he’s around.
Tony's professionalism and dedication have inspired everyone in the store. We’re proud to have such an exceptional Assistant Department Head. Let’s keep growing together!
Help One Another: The power of small acts
Michael Tien - (Store Support Centre) Marketing Department
In our company, the spirit of “Help One Another” is evident in our daily work. When I had trouble connecting to the VPN recently, the IT Department - despite being busy with US store projects - did not hesitate to assist me, demonstrating the strong support and care within our team.
When our IT colleague learned that I urgently needed a VPN connection, he immediately came to help. Despite needing to leave by 5:30pm to pick up his child from school, he chose to stay, which I truly appreciated. While the issue wasn't fully resolved, I was deeply moved by his willingness to support me during a challenging time.
I sincerely thank our IT colleague. This spirit of cooperation and care is at the heart of our winning culture. It is especially meaningful to experience this genuine camaraderie among colleagues during this busy period. As we move forward, we will rely not only on our professional skills but also on each other's support and trust, working together toward our common goals.
Seemingly efficient shortcuts often conceal hidden traps
Human Resources Department
In the midst of a busy workday, some colleagues choose to skip certain standard operating procedures (SOP) to save time and effort. Although this may seem efficient, it can result in unforeseen issues.
For example, when preparing the popular Papa Crispy Chicken, a colleague attempted to save time by skipping the thawing step and directly fried the frozen chicken. This resulted in customers receiving undercooked meat, posing a food safety risk.
A colleague failed to follow proper cleaning procedures and mistakenly added fresh water into the saltwater tank, resulting in the death of a large number of lobsters and crabs and significant losses.
Another colleague didn't follow the "first in, first out" principle while stocking goods, causing confusion in inventory management, and ultimately required even more time and effort to correct.
A cashier failed to follow the SOP, inadvertently miscalculating the amount collected, which led to a loss.
These seemingly time-saving and convenient practices can bring on irreversible consequences, or require even more time to rectify. Please remember, these shortcuts are filled with hidden risks, rather, the best way to avoid problems is to diligently follow the SOP.
Of course, the company encourages colleagues to propose innovative ideas and improvements. If anyone identifies a more efficient process or has suggestions, they are welcome to discuss them with their Department Head to help create simpler and more efficient solutions.
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