Ken Harris, managing partner in the Chicago office of Cadent, a Wilton, Conn.-based consulting firm, is a big Wegmans fan who goes out of his way to visit one of their stores whenever he is back East.
isn't playing the same game as everybody else," he
"You can say that is true about leaders in general, but the reason Wegmans is not is because their higher order of calling is about the customers they serve, but done in a way that is not only interesting to their customers, but also interesting to them."
cites their extensive employee training programs as an example.
"If you go into a store in Hunt Valley, Md., or in upstate New York you are going to get the same impression from the people, which is a genuine feeling that they are pleased to be in the store, but their number-one priority is to help you find what you need.
"The wow factor for customers and the reason they have such passion and loyalty exhibited by their customers is because the overall demeanor when you walk into their store is just so positive," Harris
"In some ways Wegmans is like the Michael Jordan of retailers," says Harris of Cadent.