Sobeys - Ready To Serve Initiative

Ready To Serve Initiative

In 2002, Sobeys undertook major changes in its store design and customer service policies with the introduction of "Ready to serve". This initiative was reportedly an attempt to emulate the successful moves of the Publix supermarket chain in the southern United States.

It was highly stressed upon introduction that it was not simply a new slogan, but a new operating strategy focused on improved customer service. Loblaws, its largest competitor, has much larger stores and puts an emphasis on low prices. Sobeys decided to de-emphasize the price/size war in favour of a customer service upgrade.

The initiative introduced a series of changes intended to improve customer service. Employee uniforms, previously rather formal, were changed to more casual attire and wireless headsets and phones were introduced. Advertising and in-store signage were changed, and the Front-End Manager became the Customer Experience Manager. Employees are also trained to be more customer-oriented. Cashiers are required to greet, converse with, and assist customers. This can include packing their groceries for them. The same is required for employees in other departments as well.

At the same time the Ready to Serve initiative was implemented, the logo for the store was also changed. The four green circles were dropped and the logo simply consists of the Sobeys wordmark. The four green circles were however retained in the corporate logo of Sobeys Inc. The term Ready to Serve was added to the exterior of new and renovated stores.

In September 2006, Sobeys introduced a new slogan, a revamped website, and a new advertising campaign. The term Ready to Serve is no longer added to the exterior of new and renovated stores.

In 2008, Edmonton got a new urban-format Sobey's in its downtown core with street access and a unique building. Other Edmonton locations are being proposed (such as College Heights and Cloverdale), as well as locations in Calgary and Vancouver. These urban locations are catered to the crowd of the area, and sometimes have different types of food compared to suburban versions.