The judging of the store is done by a ‘mystery shopper’ who comments on the atmosphere in the store.

There is a distinct hierarchy in the staff, each level wearing a different uniform. The uniforms are immaculate, the staff always polite, both to the customers and each other.
Promotion through the ranks is based on hard work and the level of responsibility given is excellent.
His style of leadership and management were not learnt at University or any further educational establishment.
He started in the warehouse!

Paul, who is married with two children, was born in 1958 and attended his local secondary modern school in Chesham. He told me he had been “a bit of a lad” at school. He left school with no qualifications.  The early 1970s were a difficult time for those looking for work but Paul took a job as a warehouse assistant with Waitrose. That was the beginning of a thirty three year career, so far.

He has moved up through the company as well as moving round the south of England to take each new promotion, his last post before his current one was deputy manager of Southend, John Lewis/Waitrose biggest ever store, Waitrose Food and Home.
His management style is smooth and unobtrusive. He uses the Waitrose philosophy of being as close as he can to his people without being over powering and never asking anyone to do something beyond their capabilities or anything he would not do himself.
Paul’s passion is to provide, with his staff, a happy atmosphere for both his customers. All his staff is allowed to hand gifts out to disgruntled customers. But it is good to sort out a small problem without always having to refer to senior management. And it keeps the customers happy!

Paul’s style of management is quiet and strict. He manages his people by treating them the way he would like to be treated. Everyone I spoke to said he was fair, that he listens to everything that’s said. He is supportive away from work, where appropriate. I haven’t heard a bad word about him.

Paul’s leadership style has developed since his early days. The seeds of a good leader must have always been there but they have been nurtured and developed. Waitrose’ style of management suits Paul’s own. He respects hard work and staff suggestions: people are rewarded with gifts for suggestions and hard work.

His omnipresence is amazing. He is completely aware of everything that happens in the shop and he is unobtrusive.

The management of this branch of Waitrose leaves nothing to chance. All eventualities are planned for. Loyalty is expected and freely given from both sides of the fence. The customers are treated like royalty which reflects the quality of leadership and the rapport between the staff.

Just this article was being put to bed, I spotted an article in the local paper. The rotary club have just announced this year’s Young Citizen winner and Paul had been invited to present the award as he and Waitrose support many local organisations. Paul was then surprised in turn when he was awarded a Paul Harris Fellowship, one of the highest awards that Rotary Clubs can award!! A timely acknowledgement.