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
The power behind the T&T smile
Maybe Lau - (Central City store) Store Admin
Here at T&T, our core values guide both the company and its employees. As the Cashier Department Supervisor, Amy fully embodies our "Customers First" values, serving as a role model for the team.
Amy always has a bright smile, whether with customers or colleagues. She listens well to customer needs and addresses their concerns patiently. Her smile and professionalism often earn her praise.
Once, a customer was buying a cake for their daughter's birthday, but encountered credit card issues and couldn’t complete the transaction. It was already 8PM, so Amy decided to cover the cost herself. The customer was deeply moved, and promised to repay her the next day. When I asked her why she did it, Amy said she felt the customer's distress, and didn't want to disappoint the daughter on her birthday.
Amy always views things through the customer's perspective. Her selfless dedication embodies T&T's "Customers is #1" values, making every customer feel at home while enhancing the company's reputation. This attitude exemplifies our core values.
The challenges and opportunities in cross-border training
Eddie Hsu - (Store Support Centre) Central Operations
Preparations for entering the US are in full swing, with talent training being particularly crucial. This requires coordination amongst all departments and training stores.
With help from Human Resources, over a dozen US colleagues are now in Canada for training at the LD, MT, and MG stores. During this period, training store managers and department heads not only support the training, but also help these colleagues integrate into our big family.
As this is our first cross-border training, each department has designed learning plans tailored to US needs, ensuring structured growth. Training in Canada helps colleagues quickly learn departmental operations and build team cohesion, shortening the adjustment period. We also conduct regular evaluations to ensure trainees are on the right track, and have HR introduce company culture and soft skills courses. We hope this initial group will apply their knowledge and share it with colleagues in the US.
Thank you to all the departments and training stores for their full support. We hope the arrangements for this training can provide valuable experience and insights for future remote store training.
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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