We recently connected with Emily Popielarz and have shared our conversation below.

Alright, Emily thanks for taking the time to share your stories and insights with us today. What’s been the best thing you’ve ever seen (or done yourself) to show a customer that you appreciate them?

Exceeding expectations is one core focus of our staff at Wood’s Ace Hardware & Mercantile. Building a customer-centric team requires continuous feedback and improvement. At our store, our General Manager regularly conducts post-sale engagement calls to connect with our customers who have recently made purchases with us. Each week, he makes it a point to reach out to at least two customers to inquire about their experience during their visit and ensure their satisfaction. Additionally, he takes this opportunity to offer any further assistance they may require. For instance, we have offered in-home visits if they hit a snag during grill assembly, or offering our team’s favorite recipes that they might find enjoyable. Regularly seeking input from customers can provide valuable insights into areas that may need attention or improvement. By actively listening to feedback and implementing necessary changes, we can ensure that our team is consistently evolving and adapting to meet the ever-changing needs and expectations of our customers.

As always, we appreciate you sharing your insights and we’ve got a few more questions for you, but before we get to all of that can you take a minute to introduce yourself and give our readers some of your back background and context?

Having been a part of our family-owned business for the past five years, I recently assumed the role of Owner and President, which has been an incredibly fulfilling experience. One aspect that has always brought me immense pride is our strong connection to the community we serve. At Woods Ace Hardware & Mercantile, our primary goal is to be a comprehensive one-stop-shop for our neighborhood, offering a diverse range of products, including hardware, plants, grills, gifts, and even a Post Office. While our extensive product offering sets us apart, it is our unwavering commitment to exceptional customer service that truly distinguishes us from the competition.

I am particularly proud of the exceptional team we have assembled, as they have become the face of our business. Each team member shares a genuine passion for serving our customers and ensuring their needs are not only met but exceeded. We have fostered a culture that places the utmost importance on building strong relationships with our customers, understanding their unique requirements, and going the extra mile to provide personalized solutions.

Our team understands that exceptional customer service is not just about fulfilling transactions but about creating memorable experiences. We prioritize active listening, empathy, and effective communication to truly understand our customers’ needs and provide tailored recommendations. By consistently delivering outstanding service, we have built a loyal customer base that continues to support us and refer us to their friends and family.

In addition to our commitment to customer service, we also strive to stay ahead of industry trends and continuously improve our offerings. We regularly evaluate our product selection to ensure we are meeting the evolving needs and preferences of our community. By staying informed and adapting to changing market demands, we can maintain our position as a trusted and reliable resource for our customers.

Overall, I am incredibly proud of the incredible team we have built at Woods Ace Hardware & Mercantile and the reputation we have established within our community. Our dedication to exceptional customer service, combined with our diverse product offering, sets us apart as a one-stop-shop that truly caters to the needs of our neighborhood. I am excited to continue leading our team and further strengthening our position as a trusted and valued resource for our customers.

Any advice for managing a team?

Managing a team and maintaining high morale is crucial for creating a positive and productive work environment. Here are a few key pieces of advice I would offer:

1. Lead by example: As a manager, it is essential to set the tone for the team. By demonstrating a positive attitude, strong work ethic, and a commitment to excellence, you can inspire and motivate your team members to do the same. Show them that you are invested in their success and willing to go the extra mile to support them.

2. Foster open communication: Encourage open and honest communication within the team. Create a safe space where team members feel comfortable sharing their ideas, concerns, and feedback. Actively listen to their input and address any issues promptly. Regularly communicate company updates, goals, and expectations to keep everyone informed and aligned.

3. Recognize and appreciate achievements: Celebrate individual and team accomplishments. Recognize and appreciate the hard work and dedication of your team members. Whether it’s a simple thank you, public recognition, or rewards and incentives, acknowledging their efforts boosts morale and encourages continued excellence.

4. Provide growth and development opportunities: Support the professional growth of your team members by offering training, workshops, and opportunities for skill development. Encourage them to set personal goals and provide guidance and resources to help them achieve those goals. When employees see that their growth is valued and supported, it enhances their motivation and job satisfaction.

5. Foster a positive work-life balance: Encourage a healthy work-life balance by promoting flexible schedules, time off, and wellness initiatives. Show genuine concern for your team members’ well-being and encourage them to take care of themselves physically and mentally. This helps prevent burnout and promotes overall job satisfaction.

6. Build a sense of camaraderie: Foster a sense of teamwork and camaraderie within the team. Encourage collaboration, team-building activities, and opportunities for social interaction. When team members feel connected and supported by their colleagues, it enhances their overall job satisfaction and morale.

7. Provide regular feedback and growth opportunities: Regularly provide constructive feedback to help your team members improve and grow. Offer guidance, mentorship, and opportunities for advancement. When employees see a clear path for growth and development within the organization, it boosts their motivation and engagement.

By implementing these strategies, you can effectively manage your team and maintain high morale. Remember, a happy and motivated team leads to increased productivity, improved customer service, and overall success for the organization.

Have any books or other resources had a big impact on you?

The book Traction by Gino Wickman has had a profound impact on my business, completely transforming the way we operate and setting us on a path to success. This book provides a comprehensive framework called the Entrepreneurial Operating System (EOS), which has revolutionized the way we approach our business strategy, operations, and team dynamics.

One of the key ways Traction has changed my business is by introducing the concept of setting clear goals and establishing a vision for the company. The book emphasizes the importance of defining a clear vision that aligns with our core values and long-term objectives. By implementing the EOS tools outlined in the book, such as the Vision Traction Organizer (VTO), we were able to articulate our vision and break it down into actionable goals and strategies. This clarity has not only provided a sense of direction for our team but has also allowed us to make more informed decisions and prioritize our efforts effectively.

Another significant impact of Traction has been the implementation of the Level 10 Meeting structure. This meeting format, as outlined in the book, has transformed our team meetings from unproductive and time-consuming sessions to focused and efficient gatherings. By following the Level 10 Meeting agenda, which includes reviewing key metrics, discussing critical issues, and setting priorities for the week, we have improved communication, accountability, and problem-solving within our team. This structured approach has resulted in increased productivity, better decision-making, and a stronger sense of alignment among team members.

Traction has also helped us establish a culture of accountability and discipline within our organization. The book emphasizes the importance of defining clear roles and responsibilities, setting measurable goals, and implementing regular check-ins to track progress. By implementing the EOS tools, such as the Accountability Chart and the Scorecard, we have created a system that holds each team member accountable for their individual responsibilities and ensures that everyone is working towards the same objectives. This culture of accountability has not only improved individual performance but has also fostered a sense of ownership and pride within our team.

Furthermore, Traction has provided us with valuable tools for effective team management and development. The book introduces the concept of the People Analyzer, which helps us assess the strengths and weaknesses of our team members and ensure that we have the right people in the right seats. By aligning individual strengths with specific roles and responsibilities, we have been able to optimize our team’s performance and create a more harmonious and productive work environment.

Overall, Traction has been a game-changer for my business. By implementing the EOS framework and following the principles outlined in the book, we have experienced significant improvements in our strategic planning, team dynamics, and overall business performance. Traction has provided us with a clear roadmap for success and has empowered us to overcome challenges, make informed decisions, and achieve our long-term goals. I am incredibly grateful for the insights and tools provided by Traction, as they have truly transformed our business for the better.      

Contact Info:

• Website: https://www.acehardware.com/store-details/16458?utm_source=google&utm_medium=local&utm_campaign=localmaps&utm_content=16458
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• Facebook: https://www.facebook.com/woodsacehardwareandmercantile