Robert B. Wegman; Supermarket Innovator

The Washington Post ^ | 4/22/2006 | Matt Schudel

[Dan Nunn]

Robert B. Wegman, 87, who introduced the idea of one-stop shopping at his family-owned chain of supermarkets, which are the envy of the industry for their unparalleled levels of customer and employee loyalty, died April 20 at Strong Memorial Hospital in Rochester, N.Y. The cause of death could not be learned.

In more than a half-century at the helm of Wegmans Food Markets Inc., Mr. Wegman built an innovative company that combined business success and humanitarian ideals. He pioneered the concept of one-stop shopping and the superstore, with bakeries, imported foods, cafes and photo labs all under one roof. He was a leader in adapting technology to the sale of groceries and helped introduce the Universal Product Code, the identifying computer markings now standard on most packaged goods.

With the success of 70 stores in five states, including Virginia and Maryland, Mr. Wegman helped raise the standards of service in the supermarket industry while instilling an enlightened treatment of his employees. Last year, Fortune magazine named Wegmans the best company in the United States to work for. This year, it was ranked No. 2.

In 1994, supermarket analyst Neil Stern told the Wall Street Journal that he considered Rochester-based Wegmans "the best chain in the country, maybe in the world."

[Dan Nunn]

This happened last week but I couldn't find anything on it. This man was a real gentleman and will be sorely missed wherever there is a Wegmans supermarket.

[bondjamesbond]

They really loved Bobby Wegman up in Rochester. The whole town must be inconsolable.

[speedy]

When I lived in upstate New York, we always went to Wegman's. Always well-run, cheerful, and innovative. It seems to almost have cult status, like In 'N' Out Burgers in LA or Wawa in Philly.

[Dan Nunn]

Indeed.

More than 2,000 attend funeral service for Robert Wegman

[ditto h]

I don't want anyone saying he checked out O.K.?

[secret garden]

RIP ping for the founder of your favorite store.

[Fruitbat]

"If there's one lesson to be learned from Bob Wegman's life, it's really in his own words... to help others and don't be concerned about yourself. If you do that, all your other goals will actually be taken care of," said his son.

He was old school and redefined a dying art; Customer service!

THAT'S why Wegmans is haled as a pioneer in Supermarket marketing.

[Dan Nunn]

It's funny - with all their emphasis on customer service, one would never know that their motto is "employees first, customers second." (cite).

With happy employees comes great customer service.

[JRios1968]

There was lots of crying in the funeral...they even needed clean-up in Aisle 7.

[Fruitbat]

Heck, I didn't know that was their motto although I did know that their employees were a priority.

I'd read that with an "old school" perspective. Today that would mean the employees actually come first thereby devaluing customers by default.

I would imagine that what is meant by the motto is "train the employees, take care of them, and teach them to serve the customer", first, and the treatment of the customer will follow.

Not that the employees are more important than the customers. Clearly, customers are the first priority of any business. For without customers, you have no business.

[Fruitbat]

PS, No one that's ever been to Wegmans can not have recognized their commitment to customer service.

[fieldmarshaldj]

RIP.

[Dan Nunn]

I agree. Here is more justification:

Wegmans isn’t new to this philosophy. They have been employee focused since 1950 when President Robert Wegman (now 86 year old chairman) began adding employee key benefits because he thought they needed them. Today, Wegmans provides full- and part-time employees with high-end market salaries, generous college scholarships and extensive training programs, including unique knowledge gathering trips — like sending cheese manager, Terri Zodarecky, to European cheesemakers and sponsoring trips to a Napa Valley winery to help employees cultivate their interests in and knowledge of food and fine cuisine. These experiences translate into better customer service.

Wegmans also fosters employee satisfaction and achievement by listening to employee suggestions and recognizing them for their contributions. For the last 15 years, the Pittsburgh store has sold “chocolate meatball cookies” — suggested by bakery employee, Maria Benjamin, who originally made these popular cookies, from a secret family recipe, for other employees. This recognition often comes directly from Danny Wegman, son of Robert and company president, who makes a point of visiting stores to personally thank employees for great work.

(I assume the "Pittsburgh" store they speak of is their flagship Pittsford store in Rochester, since Wegmans has yet to touch Giant Eagle territory).

[xsmommy]

RIP, it's a fantastic store.

[Gaetano]

and, they're reeps, the comPOST fails to mention.

Name, Occupation, Employer Contribution Address
MRS. COLLEEN JOY WEGMAN
MERCHANDISING DIRECTOR
WEGMAN'S FOOD MARKETS George W. Bush
$1,000 153 MAYWOOD Ave (map)
ROCHESTER, NY 14618

MR. DANIEL R WEGMAN
PRESIDENT
WEGMAN'S FOOD MARKETS INC. George W. Bush
$1,000 1500 BROOKS Ave (map)
ROCHESTER, NY 14624

[Fruitbat]

Indeed! Their benefits are tops. Imagine, with no union too. They also prefer to promote from within, in fact, trying to do it exclusively. One could begin working their as their first job and move right up the ladder with college assistance, etc. There are so many things that one can do there beyond the typical supermarket stuff. Their Market Cafes are killer. Chefs, bakers, etc. can find work there. One can get deli management skills by working the pizza/sub area. Anyhoo...

I believe that they are in Giant Eagle territory actually. Isn't Harrisburg in that area? They're in NJ and MD now too and Northern VA not too far from where we live.

Just walking in and eyeing the produce is great. In fact, I've heard that they've sent entire trucks with "less than top notch" fruit away for not meeting standards. Producers know that they have to bring quality.

[mikrofon]

We shop at the Wegman's a block away -- always good value, and voted the top local business many years in a row.

[Nik Naym]

"Indeed! Their benefits are tops. Imagine, with no union too."

A little historical tidbit about Wegman's, unions, etc.

Back in the mid '80s a supermarket chain (Tops Food Markets)
began building and opening stores in the Rochester area. They built a store in Henrietta, a southern suburb of Rochester.

Now, this was the 1980s. In the 1980s this area had such a hot economy there were help wanted signs everywhere. ANYONE could get a job if they wanted one. If you were looking for work you could take your pick! There was a huge shortage of workers. Remember, this was when Reagan's tax cuts had taken hold and the economy was booming nationwide.

Tops is a union shop. When they came to town, their union decided to picket the Wegman's stores because they were non union and to call attention to the plight of the poor Wegmans workers who were being "exploited" because they were "forced" to work in a non union shop. They raised a fuss, tried to stop people from entering the parking lots to shop there, shouted abusive slogans at everyone....all the usual union antics that they somehow think will endear them to people.

At the very same time the union was doing this, the Henrietta store was completed, and remained closed for MONTHS on end. Do you know why? Tops couldn't find enough people to staff the brand spanking new store adequately enough to even open it up!!!! There sat over one hundred unfilled union jobs!

Here we had the union making a fuss and telling us all how much better it is to be working for a union employer and bitching because Wegmans was non union. All the while Wegmans had no problem attracting and keeping quality people and they are non union to this day.

[Larry Lucido]

I don't want anyone saying he checked out O.K.?

Nope, and I won't ask if the coffin was paper or plastic, or if there will be a Tombstone Pizza at the gravesite. Besides, I'm still busy scanning the obit.

[Fruitbat]

Interesting. Was that the Jefferson Rd. store by E. Henrietta Rd.?

I remember the "feud," but I don't recall the active picketing, etc. I may have been out of town at the time however.