加東版 2024 第二期
掌握瞬息萬變的市場環境
親愛的夥伴們，
身為一家在現代世界運營的企業，我們時時會面臨影響我們分店、行業和顧客的宏觀經濟因素。這些外部力量會左右我們的決策，並會影響我們的計劃和績效表現。從經濟、社會到政治因素，我們的市場環境瞬息萬變，在在警惕我們必須建立應變能力、靈活彈性和堅實基礎的重要性。
其中移民和人口，是我想特別提醒的。多數人都認為加拿大有人口3,000多萬，但你知道嗎，最新的普查顯示，我們加國的人口已達4,000萬！而且加國整體人口預計會持續增長，世紀目標是到2100年時增長到1億人。同時預計到2031年，加國的華人人口將增長58%，從170萬人增長到270萬人，這意味著將有更多的100萬人會在此生活！當這些新移民安家後，我希望大統華能成為他們在新家園找回家鄉味道的首選目的地。大統華憑藉著遍佈全加的分店和網上購物、強大的口碑和對顧客服務的承諾，我們具有顯著的優勢去服務這些新客人。這一宏觀人口趨勢，將推動我們的成長，也為我們未來幾年的計劃奠定了基礎。
最近的一項調查顯示，我們的顧客中，有40%是非華語人士，這真是太不可思議了 — Cindy和我從沒想到過大統華能服務這麼廣大的顧客群。我們不僅僅是為華人開的亞洲超市，我們已成為面向所有族裔的特色超市。這意味著我們可以在更廣大的地區開設更多分店，就好像在Langley, Coquitlam, and Waterloo — 不久我們還會在安省的Kanata and London開設新店。最讓我感到興奮的是，現在開新店，我會開車去更遠的地區看潛在店址！這表示我們不僅有望抓住移民的增長，還有望抓住整體人口的增長。為了更好地服務這些主流顧客，我們需要改進店內標識，向非華語客人提供更好的產品介紹，並加強我們的英語行銷力度。
除加拿大外，美國的人口是加拿大的10倍，華人顧客的數量是加拿大的3倍。總的來說，人口趨勢為我們的成長提供了強勁的推動力。我希望大家跟我一樣，為大統華能夠成為一家快速增長、前景璀璨的公司而感到自豪。
在我們前進的道路上，這是一個很好的提醒，提醒我們要記住繼續深化我們的基礎——我們的夥伴、我們的流程和我們的專業技能。讓我們落實「專業盡全力」的價值觀，為接下來的一切做好準備。畢竟，機會總是留給那些準備好的人。
感謝大家為我們打下堅實基礎所做的一切。
Tina Lee
CEO
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肉部同心 其利斷金
(Ottawa分店) 肉食部Ruiyuan Mu
每年的耶誕對肉部來說都是最繁忙的節日。作為生鮮部門，既要保證商品的新鮮度，還要保證供貨充足。秉持著肉部不會讓顧客失望的準則，我們在10月進入戰備狀態，12月16日進行了唯一一次的節前動員。看到肉部每一位同仁對破紀錄的渴望，這份無所畏懼，驅散了所有壓力。
繁忙提前到來，部門超負荷運轉。需要加貨時，切肉師傅說：「什麼都有」；到貨超多時，整倉師傅說：「放心，放得進去」。大家都很努力地為顧客提供多樣的選擇和優質的服務。我沒有在他們身上看到疲憊，也沒有聽到抱怨，大家的臉上永遠洋溢著開心的笑容，保持著熱情的態度為顧客提供服務。終於，大家的熱情讓我們在12月22日與23日連續兩天打破日紀錄，並在當周以超出三萬四千元銷售額打破周紀錄。
我想跟肉部同仁的家人說一句抱歉。節日餐桌上缺席的那個人，為了千萬家庭的圓滿而努力著，那不僅是對工作的責任感，更是一種「要帶給大家幸福」的熱情和信念，我想這是我們理解的大統華最深層次的價值觀
電商物流創新 助力業績
(東岸分店支援中心) 數字化電商部Dave Chu
回想起三年前，電商部門剛開啟於多倫多Downtown區域的送貨服務時，首日訂單僅有35單。而今，我們實現了平均每天160單的數量，並累計完成了超過7萬單的傲人成績，這讓我感到無比振奮。
這一切的成果，源自於我們對創新的不懈追求。正如公司的核心價值觀所強調的，創新是我們發展的原動力；在時間管理上，我們推行了當日送達和次日送達的服務，將速度作為我們服務的指標；在產品配送上，我們實現了全溫區控制——從冷凍到熱食，以滿足消費者的多元化需求。
借助大數據模型，我們不斷優化配送路線，實現了超過95%的準時率，這是我們對顧客承諾的最好證明。在疫情期間，我們推出的無接觸配送策略，有效保障了顧客和員工的安全。
總而言之，面對不斷變化的市場，我們願意成為變革的引領者。未來，我們將繼續以創新為核心，推動數字化電商部乃至整個公司，Digital team將繼續創造更多讓人驚嘆的成績！
提供標準一致的顧客服務
人力資源部
顧客不分身份，只要是在賣場裡購物的人都是顧客。作為員工，不論是面對陌生人、同事、還是認識的人，任何時候都應該用一樣的標準提供服務，而不是因為工作繁忙，就選擇性地提供服務，或是背後用不恰當的行為發洩不滿。
近期有位收銀同事在面對顧客時，百般耐心且有禮地解答顧客的任何疑問並給予幫助，看起來是顧客至上的優良典範，但是，當面對下班後在賣場裡購物的同事時，卻用嚴苛的方式對待，不願意理會或是用「你怎麼會不知道」的態度，這樣的差別待遇讓同事感到不舒服。也有海鮮櫃檯的同事，在與顧客溝通時，雖然言語沒有不耐煩，卻在處理海鮮時大力地把魚摔在操作台上，被顧客看到，激化情緒，最後爭論不休。
顧客至上是公司的價值觀第一條，好的顧客服務不只是給予回應、做好工作，更是要讓對方感到受歡迎和被尊重，同事們在緊湊的工作環境下，不論面對何種顧客或問題，都要遵守公司的顧客服務準則。
2024 P1 分店最佳員工榮譽榜
Eastern Region 2024 Period 2
Navigating an ever-changing market environment
Dear Team,
As a business operating in the modern world, we are constantly faced with macroeconomic factors that impact our stores, industry, and customers. These external forces influence our decision making and have an impact on our planning and performance. Ranging from economic factors to social to political, our market environment is ever changing, showing us the importance of building resilience, flexibility, and a strong foundation.
One such external force that I want to expand on is immigration and population. Most of us know that Canada is a country of 30 million people. Did you know that the latest census shows our population is already 40 million! Population in general is expected to increase across Canada. The Century Initiative aims to increase Canada’s population from 39 million to 100 million by 2100. And the Chinese population in Canada is expected to grow by 58% by 2031, from 1.7 million people to 2.7 million. That’s an additional 1 million mouths to feed! When these immigrants settle in Canada, I hope we will have the privilege of being their #1 destination for a taste of home. We are uniquely well positioned to serve these customers with our extensive network, strong brand, and dedication to excellent customer service. This macroeconomic trend is fueling our growth and sets the stage for our plans in the coming years.
A recent survey showed that 40% of our customers are non-Chinese speakers. This is amazing – Cindy and I never expected T&T would appeal to an even wider audience. We’re not just a Chinese store for Chinese people. We have become a specialty store for everyone. That means we can open even more stores in areas that are further out, such as in Langley, Coquitlam, and Waterloo – and soon, Kanata and London in Ontario. I’m excited that when I do site selection, I am driving further and further away to potential locations! Not only are we well poised to capture the growth in immigration, but also the growth in population overall. To better serve these mainstream customers, we will need to improve our in-store signage to provide better product introduction to non-Chinese speakers, and expand our marketing efforts in English.
Outside of Canada, the US has 10x the population of Canada, and 3x the number of Chinese customers. Taken together, this demographic trend is one that is providing strong tailwinds for us as we continue our growth plans. I hope you are just as proud as I am to be part of a fast-growing company with a future that has never been more promising.
As we navigate the growth ahead, this is a good reminder for us to remember to continue building our foundation – our people, our processes, and our technology. Let’s embody our value “Be the best that we can be”, so that we can be ready for whatever comes next. After all, opportunity comes to those who are prepared.
Thank you for everything you do to help build our strong foundation.
Tina Lee CEO
Introducing ‘Ask Tina’
Exciting news! To bring even more interesting and relevant content to you, we are launching ‘Ask Tina’. If you have a question for Tina, please email them to President@tntsupermarket.com* for Tina to answer in an upcoming newsletter! While Tina may not be able to respond to every question, we will do our best to feature as many as we can. Don’t miss out on a chance to drive the content that you want to see – send in your questions today!
*All submissions should be sent to President@tntsupermarket.com with “Ask Tina” in the subject. To be included in the submissions, please include your name, title, and department.
Unity in the Meat Department brings invaluable benefits
(Ottawa store) Meat Dept. Ruiyuan Mu
Christmas is the busiest season for the Meat Department each year. As a perishable department, we have to ensure product freshness and supply. Adhering to the principle that the Meat Department will never let customers down, we entered a state of readiness in October, and conducted a mobilization on Dec 16. Seeing the enthusiasm of Meat colleagues to break records not only dispelled all pressures, but served to instill a spirit of fearlessness.
The busy season arrived earlier which overdrove the department. When additional stock was required, our meat cutter said, "We have everything." With an abundance of deliveries, the warehouse staff confirmed, "Don't worry, it will all fit.” Everyone worked tirelessly to provide a variety of options and quality service. There is no exhaustion or complaint. Everyone was smiling and served customers enthusiastically. This led us to two record-breaking days in a row - on December 22 and 23 - and we surpassed the weekly record with sales exceeding $34,000 that week.
I would like to apologize to the families of my Meat colleagues. The one missing from their holiday dinner table was contributing to the fulfillment of countless families. This dedication goes beyond a mere sense of responsibility, it embodies a profound passion and belief to bring happiness to everyone. This reflects the profound values of T&T.
Innovation in E-commerce logistics boosts performance
(Store Support Centre – Eastern Region) Digital Dept. Dave Chu
Looking back three years ago, when the Digital Department launched it's delivery service in Toronto's downtown area, there were only 35 orders on the first day. Now, we fulfill on average 160 orders a day, and have accumulated a whopping 70,000 orders to date, all of which brings me great excitement and pride.
These results stem from our relentlessness pursuit of innovation. As stated in our company's core values, innovation is the driving force of our development. In terms of time management, we implemented same-day and next-day delivery, using speed as a benchmark of our service. When it comes to product delivery, we achieved full temperature control - ranging from frozen to hot meals - to satisfy the diverse needs of our customers.
Utilizing the big data model, we continuously optimize the delivery routes, achieving a punctuality rate of over 95%, which is a testament of our commitment to customer satisfaction. During the pandemic, the contactless strategy we implemented effectively ensured the safety of both our customers and employees.
Ultimately, facing an ever-changing market, we are willing to become leaders of change. In the future, we will continue to prioritize innovation, driving Digital Department and across the entire company to create even more remarkable achievements!
Delivered standardized customer service
Human Resources Department
Anyone shopping in the store, regardless of their identity, is a customer. As an employee, it is important to uphold a consistent standard of service whether we are facing strangers, colleagues, or acquaintances. It's crucial not to selectively provide service due to workload, or express dissatisfaction through inappropriate behavior behind the scenes.
Recently, a cashier has been exceptionally patient and courteous in addressing customers' inquiries and offering assistance, presenting a commendable example of customer-centric service. But the same cashier treated their colleagues who were shopping after work in a completely opposite manner, unwilling to engage and adopted a 'how could you not know' attitude. Such differential treatment left the colleague feeling rather uneasy. Another colleague at the seafood section, while verbally patient with a customer, slammed the fish on the countertop. It escalated customer’s emotions and led to a long-heated argument.
“Customer is #1” is the company's foremost value. Good customer service is not only about responding and performing well, but also making the others feel welcomed and respected. In this fast-paced work environment, it is important for our colleagues to abide by the company's customer service guidelines no matter the type of customer or problem they are faced with.
2024 P1 Outstanding Staff of the Store
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