Even though the entire Electronic Funds
Transfer system was down through parts
of the eastern United States on a day in
late February 2008, Zagara’s Marketplace
viewed it as its unique problem. Since the
store temporarily couldn’t take credit
cards, customers grumpily making their
way to the ATM found a Zagara’s employee with a pile of dollar bills to reimburse
them for any costs associated with withdrawing money.
That customer-first attitude has been at
the forefront of Zagara’s since it opened in
1936. In that time, three generations of the
family grocer have held the belief that the
way to compete in a market regularly
flooded with bigger competitors is to take
care of the customer. Today’s president,
John Zagara, has pushed that by streamlining the checkout process through technology and personal service.
The personal service comes in with
cashiers and baggers assigned to do nothing else on their shift but get customers
through the checkout line — they’re
required to stock or clean at other grocers
— and baggers who are not packing are
used to help the customer find the fastest
line possible to expedite the shopping
process. They also don’t do any finger
pointing — if a customer can’t find a product, a Zagara’s employee will walk them to
it. As Zagara says, “If a customer can’t find
a product, they can’t buy the product.”
Beyond a more personal touch, the company also does front-end work to ensure a
better shopping experience. Zagara’s has a
pay-by-touch option that is safer and faster
than writing a check or paying with credit or
debit card, and the company also invests
heavily in human resources, which makes
sure only the top 20 percent of applicants
make it through to the interview process.
HOW TO REACH: Zagara’s Marketplace, (216) 321-7917 or
www.zagarasmarketplace.com