6Running Head: Trader Joes Job Satisfaction Case StudyRunning Head: Trader Joes Job Satisfaction Case Study 1

Examining the Emotions, Attitudes, and Job Satisfaction of Trader Joes

Walking into a Trader Joes market is a tropical escape from regular mundane grocery shopping. The multi-billion dollar supermarket chain has achieved a competitive advantage by delivering cheap, unique, exotic goodies and has successfully established itself as a reputable and desirable food boutique filled with culinary delights.A study of consumers ranked Trader Joes as the highest-ranking supermarket in North America. The study concluded that the chain ranked first on atmosphere and fast checkouts, and second on cleanliness, courteous staff, merchandise selection and accurate pricing (Anderson, 2013). Coulombe, Trader Joes original founder, said he tried from the start to make Trader Joe's a place where people would enjoy coming to shop (Palmeri, 2008). Coulombe achieved this by creating a happy, cheerful oasis that resembles a Hawaiian corner store with Royal Caribbean cruise terminology. The store employees have fun titles that address their chain of command structure in nautical terms, such as mates for their workers and captains for the management staff (Anderson, 2013). They are able come to work wearing Hawaiian shirts, have the autonomy to engage customers to discuss their favorite products from the store, and supply taste-tests at any given moment. The wage and benefits package offered at Trader Joes is highly competitive, with the starting salary ranging from $45-$75 thousand per year and managers bringing in six figure salaries. Trader Joe's business structure encourages its employees to experience different positions at one time. The corporate philosophy is that happy employees equals happy customers and happy customers spend more and visit more frequently (Quinton, 2013). Effective companies understand how planning, organizing, leading, and controlling is essential to achieving organizational success. Trader Joes develops its employees using this management process. Workers are recruited based on their expressed interest, enthusiasm, and energy, which is described and posted in their job announcement solicitations (Trader Joe's, 2014). Trader Joes plans and recruits employees that will fit its organizational culture. The selected employees are expected to train throughout other stores and attend courses that will increase their skills in in management, leadership, communications and product knowledge. To develop their employees Trader Joes has established its own program called Trader Joes University and Trader Joes Leadership Development Program (Lan, 2005). Trader Joes is quoted as saying "The key to our continuing growth and success is our crew. We cannot grow without providing our crew with an environment that allows them the freedom to be themselves so they have the ability to be their best (Lan, 2005)."Trader Joes organizes all floor workers to be multi-functional. The crew is expected to rotate between cashier, stocker, and customer interface. The turnover for the full-time staff is at four percent, below that of traditional supermarkets. Trader Joes controls all aspects of the stores, and because they are privately owned, they dont need to report their revenue. Trader Joes is very reserved and doesnt grant interviews or reveal who makes its exclusive products, which is a competitive advantage in the trade (Lan, 2005). This management process all comes together to create the Trade Joes empire. The crew is planned and recruited to fit the organizational structure, they are organized in ways that allow them to perform diverse positions in the store, leaders are molded to captains of their ships, and the captains control all aspects of the store and ensures everything is in order.According to John D. Meyer and Peter Salovey, in order to understand the concept of emotional intelligence (EI), it is important to understand the definition of emotion and intelligence (Mayer & Salovey, 1990). Merriam Webster defines emotion as a strong feeling (anger, joy, hate, or fear). The same source defines intelligence as the ability to learn or understand things or to deal with new or difficult situations. Meyer and Salovey define EI as the ability to perceive emotions, to access and generate emotions so as to assist thought, to understand emotions and emotional knowledge, and to reflectively regulate emotions so as to promote emotional and intellectual growth (Mayer & Salovey, Sonoma.edu, 1997).EI focuses on four key competencies for leadership success (Boyatzis, Goleman, & McKee, 2002). Self-awarenessthe ability to understand our own emotions and how they impact others Social awarenessthe ability to understand the emotions of others Self-managementthe ability to think before acting Relationship managementthe ability to build rapport with othersLeaders need to apply these competencies with their peers, subordinates and clients. Social awareness allows leaders to establish trust and build relationships with others. Trader Joes encourages this action and their staff is open to listen to their customers needs and wants. With this gesture, the customers feel a connection to the store and will continue to come back and try new recommendations based on the relationship they have established, which is relationship management.The ability to think before acting, or self-management, is another way leaders can effectively manage relationships. When leaders process and analyze their thoughts before expressing these emotions, they can communicate and channel their message effectively. Trader Joes applies this competency in their business strategy. Their leadership analyzes how they can improve their store without modernizing the laid-back, casual atmosphere of the store, which has worked out for them based on store sales and customer satisfaction. Leaders are people who use their power and influence to create a positive change. Trader Joes leads people and manages their products, which has allowed them to achieve their competitive edge. Every company can implement changes that will allow them to increase their standing in the organization. Indeed.com, a job search site, allows current and prior employees to discuss what they enjoyed or disliked about working for a particular company (Indeed.com, 2002). Trader Joes has 125 reviews and a four out of five star rating. The majority of the complaints were directed at the management. Prior employees stated they felt management lacked direction and did not appreciate their hard work. These employees stated that it was difficult to promote to higher leadership roles. The other complaint was that the health benefits were eliminated for part-time employees. Three leadership practices Trader Joes could implement in order to increase their competitive are as follows (Meridian Leadership Institute, 2014):1. Create standards of excellence and set an example for others to follow. This will allow for standard practices throughout the stores. A former employee stated that when a new manager came in to the store, they would change the process, which created confusion and lack of consistency. 2. Enable others to act and involve their leaders to understand that mutual respect is what sustains extraordinary efforts. Trader Joes needs to ensure they empower their workforce and create an atmosphere of trust.3. Encourage and recognize contributions that individuals make. Another comment from a former employee stated that management didnt notice she was missing her breaks to continue working and didnt recognize her hard work. A recognition program is important for the morale of the store. Overall, Trader Joes is a great company that I would recommend as an employer for those seeking work. They appear to care for their employees and work to achieve job satisfaction.

References

Anderson, G. (2013, 07 30). Retail Wire. Retrieved 07 17, 2014, from www.forbes.com: http://www.forbes.com/sites/retailwire/2013/07/30/why-are-trader-joes-customers-the-most-satisfied-in-america/Boyatzis, R., Goleman, D., & McKee, A. (2002). Coaching Key, Leadership Competencies and Emotional Intelligence. Retrieved 07 18, 2014, from Harvard University Press: http://www.hr.niu.edu/ServiceAreas/EmployeeAssistance/Downloads/Coaching%20-%20Leadership%20Skills.pdfCohen, A. (2007). nymag.com. Retrieved 07 18, 2014, from New York Guides: http://nymag.com/guides/money/2007/39958/Indeed.com. (2002). Indeed.Com Trader Joe's. Retrieved 2014, from Indeed.com: http://www.indeed.com/cmp/Trader-Joe'sLan, L. (2005, 06 02). Workforce. Retrieved 07 18, 2014, from Workforce.com: http://www.workforce.com/articles/fostering-a-loyal-workforce-at-trader-joe-sMayer, J., & Salovey, P. (1997). Sonoma.edu. Retrieved 07 19, 2014, from Sonoma.edu: http://www.sonoma.edu/users/s/swijtink/teaching/philosophy_101/paper1/goleman.htmMayer, J., & Salovey, P. (1990). UNH.edu. Retrieved 07 19, 2014, from UNH.EDU: http://www.unh.edu/emotional_intelligence/EI%20Assets/Reprints...EI%20Proper/EI1990%20Emotional%20Intelligence.pdfMeridian Leadership Institute. (2014). The Five Practices of Exemplary Leadership. Retrieved 07 18, 2014, from Meridian Lerdership Institute: http://www.meridianleadershipinstitute.com/the-five-practices.phpPalmeri, C. (2008, 02 20). Bloomberg Buisnessweek. Retrieved 07 19, 2014, from Buisnessweek.com: http://www.businessweek.com/stories/2008-02-20/trader-joes-recipe-for-successQuinton, S. (2013, 03 25). The Atlantic. Retrieved 07 18, 2014, from The Atlantic.com: http://www.theatlantic.com/business/archive/2013/03/the-trader-joes-lesson-how-to-pay-a-living-wage-and-still-make-money-in-retail/274322/Trader Joe's. (2014, 07 18). Trader Joe's Careers. Manassas, VA, USA. Retrieved from Trader Joe's.com: http://ch.tbe.taleo.net/CH14/ats/careers/requisition.jsp?org=TRADERJOES&cws=1&rid=499