Merry Christmas and Happy Holidays
Dear Team,
Merry Christmas and Happy Holidays to you and your family! May this joyous season bring you and your loved ones warmth, joy, and peace.
What a year it has been! Not only did we open 3 stores in 6 weeks in Eastern Region, we also opened our first store in America, in Bellevue, Washington!
What a historic opening day. There is no doubt this was the most important store opening for T&T since our store #1 in 1993. But in speaking with American and international retail experts with decades of experience, this is not just T&T history. This is grocery history. This is industry history. The crowds and energy in our stores blew the minds of experienced leaders who have spent their whole life in grocery! The first customers started lining up at 4:30am and the lines wrapped around the whole Factoria Mall before the doors were open. On the following Monday morning, the lines were still that long!
For over two years, so many of us have been working hard on our US expansion. We as a team have accomplished something almost unheard of – bringing a Canadian retailer south of the border, let alone an Asian supermarket! For that, I want to say a heartfelt “thank you” to every single one of you. In these two years, we have overcome so many challenges and created many special memories. There are too many stories to even list, but I want to share a few of them with you.
• Lawrence Man, Category Manager
Q: Tell us more about your experience at Bellevue.
A: It was like seeing my child grow up. We started from scratch – no data on American consumers, a lean team structure, challenging logistical planning without central facilities, etc. But we stayed versatile with our estimates and set up guidelines to help our future planning. We faced many difficulties along the way, and amidst the time crunch, in the final two weeks before opening, we had an issue scanning products into the system and had to input them manually. Luckily, we had the support from Tina Bi and Jojo Zhou’s teams and we were able to manage the issue. I am grateful for their help, and the team’s resilience was remarkable. When Bellevue finally opened and I saw the lines outside and all the happy faces, I was moved to tears.
Q: What do you want to share with the T&T family?
A: First day of Bellevue far exceeded our expectation. I am so proud that it really shows we are sharing Food for Joy from Canada to the US. Years ago, I was part of the team that opened the first store in ER. Today, I’ve done the same in T&T US. Yes, there are always difficulties and challenges when we open a new store, but the process will always become a cherished memory. I want to thank all the teams across T&T for their unwavering support and for making Bellevue such a success.
• Tina Bi, Assistant Manager, Merchandising Administration, WR SC
Q: What was your proudest moment throughout this project?
A: During the preparation process for Bellevue, I was truly honoured to work alongside a dedicated team. Starting in June, we completed the data entry for over 10,712 new US products in just a few months and successfully maintained nearly 5,000 items transferred from Canada to the U.S. No new process is perfect and there were definitely bumps along the way – the team had to work through many weekends, and they got through it by lifting each other up and supporting one another. I am so proud of the team’s exceptional spirt and collaboration.
Q: What was the biggest challenge you faced, and how did you overcome it?
A: The biggest challenge was managing a tight timeline and heavy workload. To overcome this, we relied on teamwork, coordinating across different areas of expertise. The team worked overtime and maintained constant communication, which sped up the progress and highlighted the importance of mutual support. This experience showed that when everyone works towards a common goal, challenges become a catalyst for success.
• Jun Peng Liu, Seafood Department Head, Metrotown Store
Q: We understand that you were one of the DHs in charge of training the new colleagues at Bellevue. Can you describe your experience?
A: It was a very encouraging experience for me. At first, the American colleagues were a bit nervous, but after getting to know their Canadian counterparts, they blossomed. After we explained the T&T Winning Culture to them, they saw T&T’s vision and wanted to grow with the company. Throughout the 4 months they spent at MT, they were in high spirits and eager to thrive at T&T.
Q: How did the American colleagues differ from Canadian ones?
A: Many Bellevue colleagues did not have experience working in their department – we had to start with teaching them how to handle a knife safely in Seafood Department for example. Actually, many of them had been out of the workforce, and only decided to restart the careers when they found out that T&T was coming, as they knew that we are a reputable supermarket that puts colleagues’ safety and welfare first. They worked very hard and learned very quickly and were able to complete their ADH training within 4 months!
Q: What would you like to say to the American colleagues whom you have trained?
A: I hope they will bring our Winning Culture to the US and continue to grow with T&T. I’m sure we can become the top Asian supermarket in North America very soon. I wish them luck and I will cheer them on here in Vancouver.
What an accomplishment for our T&T family. So exhausting yet exhilarating at the same time. The store is busy beyond expectation and our US colleagues need all the support they can get. If you’re interested in opportunities with T&T US, or know someone who might be, please speak to your team leader or HR representative. We are always on the lookout for great talent.
Our journey does not stop here! Looking ahead to 2025, we will continue our US expansion with Lynnwood and San Jose, and our Downtown Toronto store is also set to open.
I want to thank all of you for your very hard work and dedication this year. You have all made history, and made Canadians proud. I hope we can continue this momentum in the new year. Before that, I hope you will take a moment to thank your loved ones who have been supporting you all along and spend a wonderful holiday season with them.
Tina Lee
CEO
Continuous innovation: Tom sets a strong example at work
(London store) Store Admin Dept. – Qin Tan
There are hidden talents at the store who not only possess strong professional skills, but can drive the team towards a higher goal through innovation and hard work. That’s how Tom is, an employee who is both passionate and creative. As the assistant in the Meat Department, Tom’s strong learning abilities and dedication enabled him to quickly master the skills of various positions, ensuring his department operated efficiently and smoothly. He pays close attention to every detail, preventing gaps and ensuring product freshness, demonstrating his strong sense of responsibility.
Tom stands out not only for his efficiency at work, but also for his innovative thinking and dedication. He used his IT skills in his spare time to find an open-source game for his team. He includes knowledge related to the Meat Department into the game in order to help his colleagues effortlessly memorize product codes. This improved efficiency and strengthened teamwork, further highlighting his commitment to contributing beyond his role.
Tom is a responsible, innovative, and dedicated employee. His skills and contributions inspire the team and set a strong example for his colleagues.
Learning and persevering in the HRA role
(Store Support Centre - Eastern Region) Human Resources Dept. – Raina Du
The idea of “development" involves starting as a beginner in a field and, through dedicated practice and perseverance, gradually becoming skilled and excelling over time. This mirrors my experience at T&T—there were no shortcuts, but a process of continuous learning and perseverance which ultimately led to my growth.
Looking back to 2022, when I first joined the company, I spent a lot of time learning business writing and was cautious about making mistakes. At the time, I felt extremely fortunate to secure a stable office job in Canada, especially in an HRA role that provided greater exposure to human resources work.
When I first started in HRA, I faced many challenges, especially in managing employee relations. However, over time, these experiences strengthened me, boosted my confidence, and helped build a positive, trusting relationship with my colleagues at the store.
Two years have passed, and I’ve grown from a cautious HRA into a ‘consultant’ who provides professional advice to my colleagues. While I may not soar like an eagle, I’m content to be a snail, steadily moving forward and growing.
Properly utilize employee discounts and eliminate violations
HR Dept.
Since September 2023, the company increased the employee shopping discount to $130 a month to help colleagues combat inflation and to offer better benefits. Everyone was excited to use this benefit. We also reminded everyone that, due to the higher discount, more colleagues might share their cards with friends and family. We emphasized that the discount card must be used by the cardholder, and photocopies or photos on the phone would not be accepted.
However, we occasionally still have customers requesting a discount with a photo of the card on their phone. Cashiers then have to politely explain and decline, which can be time-consuming. And recently, a customer not only ignored the cashier’s explanation claiming they didn’t know a photo of the discount card would not be accepted, but even used profanity. This behaviour is unacceptable. Our cashiers are doing their jobs and deserve respect.
We would like to once again remind everyone, when sharing your discount card with friends and family, it is important to let them know that the only way to use the discount is to present the physical card, a photo of the card will not be accepted. Please respect the cashiers and refrain from any violations. The company reserves the right to take action based on the severity of the situation. Please enjoy the benefit responsibly and prevent any potential issues.
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