December 22, 2007, I am doing some last minute Christmas shopping. I run into Highland Park Market for Jones Soda, to give as a special treat for the children. The store is bustling with patrons preparing for the upcoming holiday. Once inside I cannot find what I am looking for. I stop to ask a busy clerk for help. She stops what she is doing, smiles, looks me in the eye and proceeds to show me where to find Jones Soda. She pointed me in the right direction, but it wasn’t exactly what I had in mind. I ask the busy young man at the pizza counter. He also stopped what he was doing to assist me. I arrive at the register to find more friendly faces, since the soda only came in singles the clerk ran to find a box with dividers so I wouldn’t break any bottles. As I attempt to leave I am stopped by another clerk who informs me that it is slippery outside and he would help me to the car. All that service for $11.10 sale.
I was so impressed by my experience I phoned Tim Devanney to compliment him. Tim, who has spent his life working with his family, invited me in to tell me their story.
I was so impressed by my experience I phoned Tim Devanney to compliment him. Tim, who has spent his life working with his family, invited me in to tell me their story.
History
Since 1953, the Devanney family has owned and operated Highland Park Market. In 1953, people patronized their neighborhood stores. However, a lot has changed since 1953. One of those changes is the big box grocery store and shopping clubs.
How does a small grocery chain stay competitive in today’s market? The answer is quite simple; “give them what they want”, high quality, good customer service, and convenience.
Since 1953, the Devanney family has owned and operated Highland Park Market. In 1953, people patronized their neighborhood stores. However, a lot has changed since 1953. One of those changes is the big box grocery store and shopping clubs.
How does a small grocery chain stay competitive in today’s market? The answer is quite simple; “give them what they want”, high quality, good customer service, and convenience.
Quality
Customers that shop at Highland Park Market are not shopping for the best price. They are shopping for their high quality meats, fish, and produce. They are committed to being the “Rolls Royce” of grocery stores, and are putting their money where their mouth is. Tim and his staff don’t take the vendor’s word for it. All the fish, meats, for their award winning deli, butcher shop and fish department are tasted and tested. The Devanney family doesn’t skimp on staff either. There are 2 chefs in the deli and pastry chefs in the bakery.
Customers that shop at Highland Park Market are not shopping for the best price. They are shopping for their high quality meats, fish, and produce. They are committed to being the “Rolls Royce” of grocery stores, and are putting their money where their mouth is. Tim and his staff don’t take the vendor’s word for it. All the fish, meats, for their award winning deli, butcher shop and fish department are tasted and tested. The Devanney family doesn’t skimp on staff either. There are 2 chefs in the deli and pastry chefs in the bakery.
Customer Service
Earlier, I mentioned the level of service I received as a patron. As a business owner I understand that the attitude of the employees typically reflects the leadership in an organization. Each employee receives a 4 hour orientation where they learn how to work with the customers, gain product knowledge and enjoy a sampling of the product. All this enables them to best serve the customers. The training doesn’t stop there. Periodically employees are brought back for refresher courses. For employees who are looking to make a career at Highland Park Market, they can take advantage of the Food Service Certificate program at Manchester Community College. Tim serves as a board member for The Connecticut Food Association; he was a co-chair on the committee that developed the Food Store Certificate Program with Manchester Community College. Highland Park Market is one of many grocery stores to offer this program to their employees.
Earlier, I mentioned the level of service I received as a patron. As a business owner I understand that the attitude of the employees typically reflects the leadership in an organization. Each employee receives a 4 hour orientation where they learn how to work with the customers, gain product knowledge and enjoy a sampling of the product. All this enables them to best serve the customers. The training doesn’t stop there. Periodically employees are brought back for refresher courses. For employees who are looking to make a career at Highland Park Market, they can take advantage of the Food Service Certificate program at Manchester Community College. Tim serves as a board member for The Connecticut Food Association; he was a co-chair on the committee that developed the Food Store Certificate Program with Manchester Community College. Highland Park Market is one of many grocery stores to offer this program to their employees.
Convenience
Busy times call for busy schedules. Highland Park Market prides itself on providing a convenient shopping environment. After surveying customers, they changed the layout of their stores to suit their needs. Home Meals to go are located in the front of the store for a speedy checkout. Produce is in the back “No more crushed tomatoes”. They took a chance and went against the industry standards, but the customers acknowledge and appreciate the effort.
Busy times call for busy schedules. Highland Park Market prides itself on providing a convenient shopping environment. After surveying customers, they changed the layout of their stores to suit their needs. Home Meals to go are located in the front of the store for a speedy checkout. Produce is in the back “No more crushed tomatoes”. They took a chance and went against the industry standards, but the customers acknowledge and appreciate the effort.
In a world where quality has been replaced with buy one get one free and special tokens, and customer service has been replaced with little to no service, consumers have become skeptical. It is comforting to know that quality and customer service still exist. Thank you Highland Park for maintaining those values.
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