Michael “Mike” Paulercio is a Westchester Community College student who is pursuing a major in physical education. A grocery clerk with Stew Leonard’s in Yonkers, NY, Mike Paulercio provides customer-focused services that earned him a college scholarship from the regional New York retailer.
Interviewed recently, the son of the company’s founder Stew Leonard, Jr. spoke about his strategies for expanding and improving the customer experience at what has been dubbed The Best Grocery Store in America. One of his strategic emphases centers on “the wow,” which involves a new customer walking in and finding a unique experience that they were not expecting.
This “wow” factor reflects many moving parts, including an in-house bakery that produces everything from bagels to fresh bread. The retailer maintains partnerships with approximately 150 local farms, which ensures the freshness of products. In addition, there are many free samples to choose from as customers walk different sections.
The single largest differentiator that Leonard draws attention to is its friendly, motivated staff and the company maintains an extremely low turnover, in the single digits. All employees are taught to go the extra mile, from giving friendly smiles at the cash register to opening doors for customers loaded down with groceries.
