2026 Period 9 - EN

A Special Something for our Customers this Mid-Autumn

Dear T&T family,

Mid-Autumn is one of the most meaningful seasons for our customers. Across many Asian cultures, this is a season of reunion. It is a time to gather with family and friends, look up at the full moon, and enjoy mooncakes together. Mooncakes are not just a product. They are gifts, traditions, family memories, and a way of saying: I am thinking of you.

This year, because of new food compliance requirements in Canada, you may have noticed new food safety stickers on some mooncake packaging. We fully respect the regulation. Food safety, compliance, and food we can trust will always come first at T&T.

However, we have noticed that this new label is not visually appealing. When someone chooses a mooncake gift box, they are not just buying a product. They are preparing a gift for family, friends, or business partners. If the packaging does not look right, the gifting experience does not feel right. This is also an important reminder of our most important value: Customer is #1. We need to see the details through our customers’ eyes.

Our Marketing team came up with a simple and thoughtful solution: a special Mid-Autumn gift sticker that customers can get from the cashier after purchase. It is designed to match the packaging and includes space to write down your personal messages. Customers can then use the sticker to cover the compliance label.

It is a small detail, but it solves a real customer problem. I want to recognize the Marketing team for moving quickly and coming up with the idea.

To our cashier and front-line colleagues: we need your help to bring this solution to life.

When you see customers purchasing mooncakes, please let them know they can receive one free Mid-Autumn gift sticker per mooncake box at the cashier. Please explain that they can use it to cover the food safety label.

This is a good learning for all of us to approach a customer problem -- we respect compliance, we protect the food we can trust; we also find ways to put customers first, and provide beautiful and thoughtful solutions.

Thank you for helping our customers celebrate Mid-Autumn with care.

From my family to yours, I wish you a warm, peaceful, and joyful Mid-Autumn Festival.

Tina Lee

CEO

---

Go the extra mile to deliver service that resonates with customers

Lansdowne Store, BC - Administrative Department - Nikki Ho

To Jacky, General Service doesn't just revolve around organizing shopping carts and baskets, but more importantly, it's about paying close attention to customers' needs so that anyone who enters the store feels the genuine sense of convenience, thoughtfulness and care.

Jacky often pays special attention to our elderly customers. Once, an elderly customer purchased a large number of items and, after checking out, stood at the exit looking overwhelmed by the full cart. Seeing this, Jacky immediately stepped in and said, “Let me help you take these to the car!” He pushed the cart to the parking lot and helped load everything into the customer’s car. The customer thanked Jacky profusely, to which he simply smiled and replied, “You’re very welcome. That’s what we’re here for.” With one simple gesture, Jacky made the customer feel genuinely cared for.

On another occasion, Jacky noticed an elderly customer in the washroom who was struggling to walk and appeared unsteady. He immediately stepped in to help, safely escorting the customer back to their family. In both cases, the customers returned to the store specifically to commend Jacky for his care and initiative to his supervisor. 

These seemingly ordinary tasks directly shape the customer's shopping experience. Jacky believes that service is not only about getting the job done, it means going the extra mile. 

"Customers first, people-focused" isn't about making grand gestures, but more so focusing on the smaller details. Jacky serves each customer with care and brings the company's service culture to life through actions. 

Sincerity transcends language barriers

Kanata Store, ON - Administrative Department - Cindy Wu

Praveen is from India. He completed his studies there and learned Arabic while working as an MRI physician in Saudi Arabia. It was his family's love for Canada that inspired him to leave his job and begin a new life here.

His role at T&T's KA store is his second job in Canada. He joined as an Assistant Cook and has been in that role for nearly two years now. He loves working at T&T, and while most of his colleagues are Chinese, language has never been a barrier. He's taken on many different roles, from the fryer, receiving, to dishwashing, he steps in wherever help is needed, and always works efficiently without any complaints.

Praveen is easygoing and a great communicator. In the beginning, he would say yes by shaking his head, this led to many small amusing misunderstandings that were cleared up with a few laughs. Praveen quickly built a strong rapport with his colleagues. A quick glance or a few words is all that's required to understand what the other person needs, allowing them to work together seamlessly. He is also highly flexible and willing to accommodate any scheduling changes. As long as Praveen is at work, the Department Head knows he will step in wherever needed. He is truly a great fit with T&T's winning culture and values. Praveen embraces responsibility and always gives his best, never letting language and culture differences stand in the way of being part of the team. Through his dedication and hard work, he has earned the trust and respect of his colleagues. 

Trust lost and costly consequences 

Asset Protection Department 

In a recent internal investigation, the AP Department discovered multiple employees at a store were involved in theft. Unfortunately, this was not an isolated act, but rather a pattern of employees working together and covering for one another, allowing the misconduct to continue over a period of time.

As the investigation progressed, the relevant facts were gradually substantiated. One of the employees was caught in the act, turned over to the police, and subsequently formally charged. Two other employees were also subject to serious disciplinary action for violating company policies.

Among this group of colleagues, some are facing legal charges, others have left the company with a record of misconduct, while those who remain carry serious disciplinary actions on their records.

This incident reminds us once again that misconduct rarely happens in isolation. Choosing to stay silent, to cover for others, or participate only allows the problem to grow, ultimately affecting not only individual careers but also the team and company, creating operational challenges. 

Integrity and accountability are fundamental principles that each and every employee must uphold. Any inappropriate behaviour should be stopped and reported immediately. This is not only our responsibility to the company, but also the best way to protect our colleagues and ourselves. Risk prevention starts with each of us.

This very real and unfortunate case serves as a wakeup call for all of us: Trust doesn't come easy, and once lost, the cost can be difficult to bear. 

To share the joy of the new store opening with everyone, we specially invited the newly opened San Jose store team to share memorable moments, teamwork highlights, and valuable experiences from the opening process, allowing different stores to better understand and learn from one another.

San Jose's new store opens strong as the team rises to the challenge 

San Jose Store, California, US - Store Manager Michael Chang

As T&T’s first California location, the San Jose store achieved the highest first-week sales in Loblaw’s history. These impressive results are all thanks to the hard work and dedication of the San Jose team.

When the store first opened, the strong sales brought an overwhelming volume of incoming goods. With limited warehouse space, up to 400 pallets of goods had to be temporarily stored across four offsite warehouses, while dozens more pallets arrived at the store each day. Faced with the demanding work of receiving, organizing, recording, transferring, and stocking merchandise, teams quickly adjusted staffing and responsibilities, working together from 7am right until 11pm. Beyond their individual roles, everyone would also actively support other departments and maintain close communication to keep high-demand products on the shelves and effectively manage off-site inventory.

Waste management was another major challenge in the initial opening phase. With no weekend collection, the store had to handle peak waste volumes while keeping the premises clean and operations running smoothly. The management team worked with the mall to increase waste bins and also a temporary storage plan, while frontline staff worked together to manage waste effectively. Together, the team tackled each challenge with simple and efficient solutions. 

To thank everyone for their contributions, the management team hosted an employee appreciation event on July 18th. They decorated the employee break room and prepared an impressive spread of food, complete with a custom cake. The Store Manager personally expressed gratitude to all team members, presented appreciation gifts, and shared memories of how everyone worked together to overcome challenges in the initial opening phase, giving everyone a chance to pause and celebrate their achievements, further strengthening team connections and fostering a greater sense of belonging.

The success of the San Jose store goes beyond strong sales; it also reflects a commitment to professionalism and excellence. Thank you to our colleagues for your hard work. Together, we’ve created something truly special that our San Jose team can call its own!