Hen House is celebrating because our customers are noticing that we are improving!
Our new Customer Service Excellence initiative is paying off in a huge way with our Customer Satisfaction scores!
- Hen House Customer Satisfaction Scores are at 72%; up from 69% in less than 6 months!
- Hen House Helpfulness of Associates Score is at 78%; up from 72%! That means nearly 8 of 10 customers are HIGHLY SATISFIED with the helpfulness in our Hen House stores since starting the CSE initiative! This is huge!
- Hen House Availability of Product score is at 63%; up from 61% and growing…
These improvements are huge!
But remember, this is just the beginning! I believe we can reach 75% Customer Satisfaction and we can continue to improve our Availability of Product and hit 80% Helpfulness of Teammates when everyone is working on our Customer Service Excellence with 100% of our customers!
CSE is working at Hen House!!!!
Gregg Frost, Vice President
Ball’s Food Stores, Inc.
Hen House Division
Larry, I have to say, I’m impressed. As a CFO, I focus on the numbers and the results. You guaranteed us a 3:1 first year ROI / payback and in just 16-weeks you hit and exceeded that. That’s impressive.
I was very impressed by our Y-O-Y profit improvement and the dramatic increase in cash flow. Because of your operational expertise and positive approach, our VP’s of Operations, District Directors and every Merchandiser is excited and bought-in. HR loves it, Loss Prevention is fully engaged and we are all now all rowing in the same direction more than ever.
Meat shrink is down 21%, Produce shrink is down 18%, Deli Shrink is down 12% and net cash flow has improved considerably. And, statistically our Customer Satisfaction scores are definitely on the rise. Total Store Manager has been a Grand Slam for us. I have commented to our President that working with your firm has been the one consulting engagement over the last 15 years that has paid more dividends to us than all the others.
As important, in all of my years in retail and at Ball’s I have never seen a program generate the enthusiasm, positive energy and bottom line results that you and Mike helped us to achieve with your Total Store Manager and Professional Store Supervisor programs.
Now I am looking forward to our next phase with you: Customer Service Excellence for Sales.
Mike Beal, CFO, Ball’s Food Stores, KC Missouri
After just 7 months on the Total Store Manager™ (TSM) program, our Produce shrink is down 27%, Meat Shrink is down 15%, Deli Shrink is down 18%, Grocery shrink is down 6% and 91% of our store associates understand our objectives and are actively participating. That’s really impressive.
Store Managers and District Managers alike have embraced the TSM program. They are actually excited and look forward to the workshops. Feedback is overwhelmingly positive and RESULTS prove it. Stores are cleaner, cash flow impact is excellent, grosses are very good and store teams are focused and determined.
Our Executive Team particularly enjoys the Quarterly Business Reviews. They help to drive execution accountability and help us stay on track toward measured results and consistent and constant improvement.
The Retail Control Group approach to Profitable Selling has focused us on selling with optimal shrink control. It’s an excellent mindset. Our store standards have definitely improved, formal shrink controls are firmly in place and moral is at an all time high throughout the stores thanks to the Total Store Manager™ approach. I definitely recommend the Retail Control Group and the Total Store Manager™ program.
Dave Wilkinson, Strack & Van Til President
Whether your store or company is large or small, urban, or rural or anything in between, the Total Store Manager training is a relevant and complete educational opportunity for ANY retail operation. If you want a program that provides your management and operations teams with honest assessment of your operations AND actionable best practices necessary to grow your profit, reduce store shrink and get you to Customer Service Excellence, then the Total Store Manager program is the program you want.
Emile Breaux, Senior Vice President, Sales and Marketing
Associated Grocers, Inc. Baton Rouge, LA
I have known Larry Miller for over 20 years and without question he is one of the smartest people I know in grocery retail. He is “new school”, always puts his customers first and prides himself on delivering quick Return on Investments (ROI) in everything he becomes involved in.
Dan Faketty, VP, Loss Prevention at Winn Dixie
Perishable shrink is down 22%, inventory turns have improved yielding an improved net cash flow of over $700,000 and our managers are working smarter and far more productively. Larry, Don and Mike have done excellent work for us and certainly exceeded expectations.
Sky Thompson, President
TSM is a total winner for us. Easy to follow, gives clear direct to managers on exactly how to drive profit. Larry Miller and his Total Store Manager program has reshaped our operations way beyond the excellent shrink reduction results we have achieved. Clark Jordan, VP Operations
SVT has had a lot of good programs over my 31yrs with the company but there has been “none better” than “THE TSM SHRINK” Program.
I can speak on behalf of the Produce dept: it has brought awareness to really “how much we shrink out” and that once we know this, we can start to correct it. We use to be up in the 5-6% range now I can proudly say, with the help of your Shrink program, we are averaging around 2-3% across the board. It is up to us to keep getting better. Mark Wise, Director of Produce at SVT LLC
The recent launch of your <b>Professional Store Supervisor</b> initiative exceeded all expectations. Your Supervisory Leadership program was enthusiastically received by all. Talk about great impact and immediate RESULTS!
Sky Thompson, President
Larry Miller and his Retail Control Group team have been one of the best training and strategic advisory consulting investments Strack & Van Til has made!
Larry training and strategic advise has helped us to re-energize and focus our team of supervisors & managers to work toward being GREAT! He challenged us to develop best in class shrink control and operating standards and to develop a roadmap to achieve our new goals. His approach to creating and launching a company vision with aligned operating standards and refocused leadership behaviors has been one of most rewarding processes of my career.
Larry is well known as a shrink control expert, and he is that, but he’s also much more. Through his Total Store Manager & Customer Service Excellence programs; we have exceeded our company profit goals and we are driving sales growth while controlling shrink. He and his team are engaged and involved in every step of the journey. When Larry says he is available 24/7, he means it! I have never worked with a consultant who has been as accesible and who has shown such a genuine interest and personal investment in our companies success as well as my personal advancement as a leader.
The results of Larry’s work and these programs are very REAL!
Jeffrey Strack, Vice President, Strack and Van Til
I have known and done business with Larry Miller for years and there is no-one more knowledgeable regarding store operations, shrink control and improving profit results than Larry. He is tenacious about delivering on what he promises and he has never failed to “deliver”. Most important, Larry quickly rises above typical consultants. He “becomes” part our the team and is driven to deliver the profit improvement he promises. He works hard and is relentless about reducing store shrink, improving sales and increasing profit. Do I endorse and recommend Larry and his team at the Retail Control Group? You bet. 100%! Earl Toler, Sr. Account Executive at Retalix
Larry creates a culture where his team connects and contributes to each other in the spirit of the team, customer experience and company performance. It is not hard to understand how the teams he led were at the leading edge of company performance, customer satisfaction and a pipeline for talent.
Joe Galiardi, District Manager, Fisher Foods, Inc.
Larry is a professional retailer that is absolutely driven by his passion to provide results to his customer’s business. His philosophy is a combination of leveraging technology, best practices and ongoing communication to improve results almost immediately after adoption.
KEVIN WALKER, Director of Sales, formerly Trax Retail Solutions
When I think of hard-driving, effective, resourceful and dedicated business leaders, the first name that comes to mind is Larry Miller. And when it comes to retail control, there’s no one more dedicated to the business or the industry than Larry. I’d put my money on him anytime.
Steven Weinberg, Partner, Weinberg Legal Group
When it comes to retail loss prevention experts, Larry Miller is the platinum standard. He has lived LP and Store Operations control for decades, and to use a cliche, has forgotten more about the issue than most experts know. If I ever go back to the retail side, Larry is one of the first people I’ll call.
Ron Margulis, President, RAM Communications
Dear Larry,
I’ve written this recommendation of your work to share with your other customers or prospective clients.Details of the Recommendation: “After joining as the Head of Internal Audit, I did an overall assessment of the internal control framework in our organization particularly with regards to shrink control and generally with regards to prevention of loss. Although operationally we did well, financial results reflected a totally discouraging story. The fruits of our labor are being eaten away by poor practices and substandard internal control. Although I took this up as a challenge and wanted to hold the bull by the horn, I was a bit apprehensive as to how to bring in a “revolutionary” change in people’s minds as “old habits die hard”.Towards the second half of the fiscal year, I introduced Loss Prevention & Control initiatives to build up an organization-wide awareness on Risk Management.
But I really hit the bull’s eye when I bumped into Larry’s site and acquired the Total Store Manager(tm) videos. They became an instant hit and an effective tool in fighting the menace of shrink in our retail operations. I was totally overwhelmed at the results of the last quarter. The overall shrinkage came down by almost 40% than what it was towards the middle of the fiscal year. The store performances indeed improved. Our management was satisfied too as things improved financially – cost of sales, gross margins and cash flows.
Surajit Datta
Head of Internal Audit, aswaaq LLC, Dubai, United Arab Emirates
