From stores to corporate, ‘greatest advantage is our people’

Maintaining a people-first culture is a priority for Tops Markets. The company is known for its people-centered approach and cooperative management style.

“Our greatest advantage is our people, from the stores to the corporate office. A culture built over years of service makes a difference,” said Frank Curci, CEO of Northeast Grocery, the parent company of Tops and Price Chopper.

Tenures of 25-plus years are common at this company. Many headquarters executives began their careers at Tops as cashiers or baggers, meaning they have the perspective and insight to understand operations from the ground up.

Management understands that store-level associates are the bedrock of the chain’s operations.

“It all starts in the stores. We have admiration and respect for what every associate does. Our job is to make their jobs easier,” said Jeff Culhane SVP of merchandising.

Added Kathy Allen, senior manager, community relations, “Store associates are our contact to our customers, so it’s very important that we make sure that they know how valued they are.”

To ensure that these key stakeholders have a voice in operations, Culhane said ideas often are funneled through store-level personnel before they are executed. “The likelihood of success is much better when we have their input,” he said.

As RVP Mike Patti put it, the company is “not siloed.”

“Because we have unified objectives, there aren’t a lot of surprises,” he said. “We all know that we need to work together to achieve our goals.”

The chain stresses its consumer-centric values from day one and requires a community connection from store management.

“Store managers are the stores’ CEOs. They need to be a part of the community, from fundraising activities for local organizations or community events,” said Ron Ferri, EVP. “They are making that strong connection with the communities they serve.

“Many of our associates know customers by name. In fact, customers often refer to a store as ‘my Tops’ because they feel that connection with their store.”

Tops ensures that its associates have the right tools in place to grow and succeed through scholarships, health improvement programs and career advancement opportunities.

“Our management puts a lot of effort into helping associates with career advancement and a big emphasis on mentorship,” said John Persons, president. “Our leadership is also very accessible.”

Management uses incentives to make development fun.

“We run an annual promotion event to help educate our employees. Every time they answer a question correctly, they’re entered into a pool to win gift cards,” said Cheryl Colbert, director of customer experience.

When customers make a point to give an employee a shoutout, that employee gets a scratch-off thank-you card that allows them to win a $10 Tops gift card, free pizza or similar gift. “Those have gone over really well,” Colbert said.

Open communication also is a crucial ingredient in Tops’ recipe for success.

“The leadership team is very open with sharing information. They are always keeping us informed every step of the way,” Allen said.