NGA’s “Five Questions” is a regular feature that explores the insights of independent grocery operators. This week, Roger Lowe Jr., VP and CEO of Lowe’s Markets, shares his thoughts with us.
- What were the most important lessons of 2020?
Learning to diversify in product supply chain to meet customer needs. The importance of cleanliness and sanitation. The ability to adapt and overcome quickly is a must. Managing consumers with bigger baskets and fewer trips.
- What changes do you expect will remain beyond the pandemic?
Increased competition, particularly with Amazon and Walmart shipping groceries. Online ordering/curbside pickup, self-checkouts for convenience … [what] helps us stay in business when labor is so hard to find. Increased cleanliness/sanitation. Remote business meetings. Bulk packaging for tissues, towels and cleaners but also many staple items.
- What are the most important opportunities for independent operators in the coming year?
How to maximize the new shopping patterns of customers: bigger buggies and fewer trips, meal solutions, what to do with self-serve stations like salad bars and olive bars, converting to prepackaged and grab and go, online/curbside, but really emphasizing fresh products.
- What are the most significant challenges for independents?
How to keep people interested in cooking at home. How to combat the probable surge in people wanting to return to restaurants because they are tired of being cooped up. How to address labor shortages/challenges, particularly with rising wages. How to combat rising auto-ship replenishment ordering systems offered by many companies (e.g., coffee, water, etc.).
- How can independent operators continue to most effectively serve their customers and communities?
Adapt to change quickly. Aggressively provide for the changing needs of the customer. Consider your online and curbside offerings, and adapt as needed. Focus on your in-stock conditions and make any needed changes to store sets. Continue implementing technology to lower the cost of goods and need for in-person labor.
