A Big THANK YOU
Dear Team,
Hard to believe we’re already halfway into summer. The first half of the year has been a whirlwind – some ups and downs, but overall incredible energy and momentum across all our stores. This past month, we also threw over 30 parties across the country to celebrate what got us here: you!
Your hard work and dedication are driving our business forward. Our latest customer survey score reached 89.8 – among the industry best. Customers are voting with their feet and choosing T&T because of the great service you provide.
Our customer surveys are full of amazing stories of how you are making a difference. For instance, Chris from T&T Warden noticed an anxious customer in the store and proactively approached to help. It turns out our guest’s phone had died, and he was waiting for a call. Although the store did not have charging facilities, Chris came to the rescue by offering his personal portable charger. The customer shared that this allowed him to relax, enjoy his shopping experience, and get home smoothly.
Another heartwarming story involves Summer from our call center and our fleet driver Andrew. When Summer received a special request from Jake, a loyal T&T customer who broke his ankle, she immediately coordinated with Andrew to ensure the groceries were delivered right to Jake’s door, saving Jake a trip down to the lobby. He was touched and wrote “Summer and Andrew didn’t just deliver groceries; they delivered happiness”.
There are so many more examples of this. I deeply appreciate Chris, Summer, Andrew, and all our team members who go above and beyond. I love seeing happy customers, and happy team members. Check out the smiles in some of my favourite snaps from our recent parties.
Thank you again.
Tina Lee
CEO
T&T unites people from different countries into one big family
Candy Li - (Fairview store) Store Admin
When Lily from Cambodia first joined T&T's Cashier Department, she felt anxious and unsure of her abilities after many years as a homemaker, but ultimately chose to start a new job and life here at T&T.
In six months, Lily has used her bright smile and friendly demeanor to make every customer feel welcomed. Despite her limited language skills, her sincerity has touched both colleagues and customers, embodying the "Customers is #1" principle.
When a product promoter couldn't come into work one day, Lily volunteered to fill in. Despite lacking any formal training, her enthusiasm made the product a best-seller that day. She also shined in the next two VIP events, earning high praise. Lily said she was happy to show how great T&T's products are, reflecting her dedication and joy in her work and life.
Many colleagues at the store, like Lily, work across departments, gaining new skills and improving themselves. I'm thrilled to see so many who, like Lily, diligently fulfill their duties and constantly challenge themselves. It's great to have a T&T like this!
Integrating into Canada, growing with T&T
Weslee Li - (ER Support Centre) - Marketing Department
When I first stepped foot in Canada, I felt both excited and anxious. As a new immigrant nearing 30, leaving my familiar hometown for an unfamiliar country made me quite nervous.
Upon arriving in Canada, I took various jobs, including delivery work, to familiarize myself with the city. Despite this, I remained optimistic and focused on finding a stable full-time job.
I applied for a job on T&T's website and, after several interviews, joined the Marketing Department, working on member-related projects. Three years quickly passed, and this role has provided me with valuable learning opportunities and a deeper understanding of life in Canada and the industry.
Through collaboration with my colleagues, I gained valuable experience and knowledge. They have helped me integrate into the city and adapt to the industry.
Today, we are not just colleagues but a family, supporting and growing together.
Problems that arise from food sampling
Human Resources Department
Food sampling events have always been popular at our supermarket. After the pandemic, the company reintroduced them in the store. Since then, we've encountered some amusing and frustrating rule violations.
For example, some promoters treat samples as full meals, taking entire portions. Others treat the kitchen as a buffet, going there every morning to grab some of the items to 'sample', or take pastries from the cart, and pick up ingredients from the counter. This unauthorized behaviour is no longer sampling, but outright theft, and often involves excessive consumption.
To protect food safety and the health of our colleagues, sampling must be done by authorized personnel who have received food safety training. These unauthorized sampling behaviour raises integrity and food safety issues. Despite the temptation of delicious food, we must prioritize customers' health and food safety by strictly adhering to sampling regulations to avoid any potential issues. This reflects the company's core value: "Food safety is my responsibility."
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