加西版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。預計到2031年，加拿大的華人人口將增長58%，從170萬人增加到270萬人。這意味著將有更多的100萬人會在此生活！當這些新移民在加拿大安家後，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。我們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，服務這些新客人，我們具有顯著的優勢。這一宏觀經濟趨勢，將推動我們的成長，也為我們未來幾年的計劃奠定了基礎。
加拿大整體人口預計也會增長，世紀目標是從3,900萬人增加到2100年的1億人。最近的一項調查顯示，我們的顧客中有40%是非華語人士，這意味著我們不僅有望抓住移民的增長，還有望抓住總體人口的增長。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。
而另有一些宏觀經濟因素，會更具有挑戰性——近年來我們面臨了許多困難，包括COVID、供應鏈中斷、經濟的不確定性和通貨膨脹。這些外部力量不是我們能控制的，我們能控制的只是要做好準備。我們之所以能克服這些挑戰，正是因為我們有很強的應變能力和適應能力，同時還因為我們有一支強大的團隊。
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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一封遲來的感謝信
(Langley分店) 收銀部Mia Xia
時光飛逝，我已經在大統華工作超過十年了，一直都很想大聲地說：「謝謝！」
大統華給我在陌生的環境裡點亮了一盞燈，在CC、MT、SU和現在的LY店工作期間，我從崗位培訓、顧客服務、溝通技巧等各方面，都獲得了很多寶貴的歷練。我很清楚地記得，剛學收銀打機時很不知所措，當時的ADH堅定地看著我說：「慢慢来，你行，你可以的！」這句話一直縈繞著我，也鼓勵了我踏實工作，不斷學習和積纍經驗。
從經歷LY店開業初期的忙碌，再看到分店一步步發展，聽到很多非華人顧客對我們的服務和產品讚不絕口時，我由衷地感到自豪。雖然有時上班忙得精疲力盡，但每當看到一大批顧客滿載而歸；看到店長在繁忙時刻衝在最前面、面對各種困難時為我們遮風擋雨；再想起我們一次次打破銷售記錄時的歡呼聲和掌聲……我深深感受到一切的努力都是值得的。
我很幸運，一直以來都得到領導的細心栽培和同事的幫助，讓我成長到今天，我想再一次大聲對可親可敬的你們說聲：謝謝！有你們真好！有大統華真好！
永不言棄
(分店支援中心) 麵包部Jing Li
過去一年，我們都面對著一件沒有遇到過的事，那就是要到美國開店。我從來沒有想過，把我們售賣的產品搬到美國去賣，是這麼困難的事……
當我被告知，麵包部在美國銷售的產品列表中，有一半以上因含有蛋和奶屬於高風險(high risk)商品，都需要有進口許可證時，我想的是，這要增加多少額外的工作呀！美國那麼大，找別的產品來賣就好了。可是，食品安全部(FSQA)的同事來和我談的時候，態度就像這本來就是工作的一部分，讓我有點自慚形穢。
一開始，我們進行資料蒐集、表格填寫、向供應商說明需求，過程中，我真的感到隔行如隔山。雖然文件上寫的是中文，但我連一個字都看不懂，供應商亦然。下班以後，我們還要和海外供應商開會。FSQA同事耐心地向供應商解釋每一項要求，確保他們能配合。幾個月過去，我們真的把許可證一個又一個地申請過來，讓麵包部這些最有特色的產品可以進入美國有了第一步的保障。
很多工作真的不能一蹴而就，終點沒法子一步跨過，我們一步一步走，永不言棄。謝謝FSQA團隊給我們的幫助！
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
Western 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. 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.
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. A recent survey showed that 40% of our customers are non-Chinese speakers. That means 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.
Some macroeconomic factors are more challenging – in recent years we have faced many, including COVID, supply chain disruptions, economic uncertainty, and inflation. These external factors are beyond our control, but what we can control is our readiness. We have braved these challenges because we are resilient, adaptable, and because we have a strong team.
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
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A belated thank you letter
(Langley store) Cashier Dept. Mia Xia
Time flies! Having worked at T&T for over 10 years, I've always wanted to say a big thank you.
T&T has been my guiding light. At CC, MT, SU and now at the LY store, I gained valuable experience in various aspects ranging from cashier training, customer service, to communication skills. I distinctly remember being completely overwhelmed when I first started learning to use the cash machine. The ADH at the time reassured me, saying, "Take your time, you can do it!" These words have stuck with me, encouraging me to work hard, continuously learn, and accumulate experience.
From experiencing the hectic days of LY store's opening to the gradual growth of the store, and hearing countless praises from non-Chinese customers, I'm filled with pride. Although sometimes I may be exhausted from the busy workdays, but the rewarding moment of seeing the satisfied customers leaving with their grocery haul; seeing the dedication of the store manager facing challenges head-on; and thinking back to the cheers during each record-breaking sales moment truly reinforces the sense that all our efforts were worthwhile.
I'm very fortunate to have received careful guidance from my leaders and colleagues along the way, fostering my growth until today. I would like to express my gratitude once again to my dear and esteemed colleagues, "Thank you! Having you is truly wonderful! Having T&T is truly wonderful!"
Never give up
(Store Support Centre) Bakery Dept. Jing Li
In the last year, we all faced something unprecedented - opening a store in the US. Never did I imagine bringing our products to the US to sell would be such a challenging endeavour.
When I found out that over half of the products which contain eggs and milk from Bakery Department sold in the US are classified as high-risk products and import permits were required, my first thought was how much additional workload this would be. Considering the vastness of the US, I pondered the option of selling different products. But FSQA colleague came with the attitude of this was just a part of the job, leaving me somewhat humbled.
From the outset, we gathered data, completed forms, and conveyed requirements to suppliers. Throughout this process, it felt like traversing unfamiliar terrain. Though the documents were in Chinese, both the suppliers and I struggled to understand a single word. After work, we would have meetings with our overseas suppliers. FSQA colleagues patiently explained each requirement to suppliers, ensuring they would be able to comply. After several months, we diligently obtained permit after permit, providing the first layer of assurance for the Bakery Department's distinctive products to enter the US.
A lot of work cannot be accomplished overnight, and the finish line cannot be reached in a single step. We progress step by step and never giving up. Thank you to the FSQA team for all your assistance!
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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