Business Case Study: Waitrose, Willerby

• Focus on: Lindsay Clifford, Acting Department Manager
• Waitrose Profile

The Willerby branch of Waitrose is just one of the 185 branches within the Supermarket Division of the John Lewis Partnership. Waitrose and John Lewis, the department store side of the business, along with John Lewis.com (Internet shopping) and Greenbee (Direct Services, such as Insurance), makes up this successful retailer.

Verdict and Which? (retail awards) voted John Lewis and Waitrose the UKs two favourite shops in 2007 and not for the first time.

The John Lewis Partnership has 68,000 employees, known as partners. This is because, uniquely, the business is owned by those who work for it. "I am a Partner", says Lindsay, 29, from Scotland. "Myself and all my colleagues own this business. We share in its profits, receiving an annual Partnership bonus and have a say in how it is run, with links of communication all the way up to the chairman. All partners have the opportunity to complete an annual survey, where we grade all aspects of Branch and Partnership life. The results of which can mould the way forward for our Business."

Between Waitrose and John Lewis, branches can be found in England, Scotland and Wales, from high streets in major cities, to edge of town sites. Waitrose first moved North into Edinburgh, Scotland in 2006, which is where Lindsay moved to, after 10 years with John Lewis Department Store in Glasgow.

"John Lewis sells absolutely everything! From Audio and Electrical, to Home Furnishings, Fashion and Perfumery. The brand message is honesty and value. John Lewis offers a wide range of services such as Home Furnishing advisory, curtain making, Gift list service for events, such as a Weddings or Birthdays and extended guarantees on many own branch products, not to mention the wonderful catering on site so you can have a well earned cake!" Says Lindsay Clifford, Acting Department Manager. "Of course, these days customers don‘t even have to leave their homes, they can pick up the phone or buy from our website".

Moving over to Waitrose, has meant Lindsay has seen that same passion for the brand in food. "We stand for quality, freshness, provenance and traceability. We endeavour to source British products and support our suppliers. We were even the first supermarket to introduce the ‘bag for life‘. Even now, a bench sits proudly at Willerby‘s branch, which is built from recycled bags for life! Similarly to John Lewis, Waitrose offers excellent services to our customers. We lend glasses for parties, we have wines direct, a website dedicated to selling wines, an Entertaining service offering customers food for every occasion, from cakes to platters, made especially for them. Waitrose has their own monthly magazine packed with recipes and articles. This like all their in store literature, shows a passion for quality food".