Harris Teeter 2001 Annual Report Download - page 10

2001. This is an ongoing program aimed
at increasing customer satisfaction and
operating profits.
improving customer service | One of our
goals is to increase same store sales by
improving customer service. Last year, sales
by our stores that were open for all of 2000
and 2001 grew at 2.8%, well above our tar-
get. One traditional tenet of retailing states
that improving customer service means
increasing labor hours and decreasing pro-
ductivity. We did not accept the traditional
wisdom. In fact, we enhanced customer serv-
ice, cut waiting time in line and improved
our productivity.
One major initiative to enhance cus-
tomer service was to improve the in-stock
position on our front-page advertised
promotional specials. It is no mystery that
we sell more and have more satisfied cus-
tomers when our advertised specials are
available. We exceeded our targeted in-stock
position in the fourth quarter and our entire
year showed an improvement over previous
periods. Our goal is to always have such
advertised items in stock.
reducing waste, increasing productivity |
While we improved our in-stock position, we
simultaneously enhanced control over our
inventory and reduced waste by significant
amounts. All of these refinements translate
to bottom-line profitability and they all derive
from better employee screening and more
efficient training.
Harris Teeter prides itself on its associates and the service that
they provide our customers. The company continues to improve
recruitment, hiring and training practices, which reduces turnover,
improves morale and enhances customer service.
Harris Teeter strives to keep a wide variety of products in stock,
especially advertised specials. Our in-stock position improved in
2001, and provides us a solid base to build upon in coming years.