Product availability
Q: Hi, my husband is out shopping and he said the store was out of some stuff we need, like bulk beans and lentils. Do you know when more of those will be available?
A: Under normal circumstances we would likely be able to tell you for certain when our next deliveries will arrive. Unfortunately, the COVID-19 Pandemic has put a large strain on the food industry. Grocers everywhere are running out of product faster than expected and distributors are having trouble keeping up with orders. So even when we do order the products we are out of, we don’t always receive what we’ve ordered. At this point in time, the very best thing that you can do if you are looking for something in particular, is to call the store and ask if the product is in stock. Items that we know are going to be out of stock long term are listed on our Coronavirus Prevention Measures page at www.willystreet.coop. I wish I had a better answer, please let us know if there is anything else we can do for you. Be well! -Kirsten Moore, Cooperative Services Director
Open during the pandemic
Q: As an owner I believe that you should be closed. Do the employees even have an option to be working? I doubt they all feel comfortable In doing so. Everyone in the neighborhood is closing to flatline this pandemic. The Willy Street Co-op should be in solidarity with that closure. A lot of employees don’t really have a choice and will risk working during this for a paycheck. As head of the coop you should make that choice for their safety and for everyone else’s safety.
A: Thank you for your feedback. Because we are a grocery store, I feel an obligation for us to remain open along with other grocery stores, with reasonable precautions in place. Employees do have the option to take paid sick leave time and not come in to work, and we have been working with our employees’ union to expand those options further. If/when we have insufficient staffing to open a store or keep it open, we will close it as needed. Until then, we will continue to remain open so that our customers and Owners can get groceries. -Anya Firszt, General Manager
Be careful
Q: I appreciate the update that you sent and all of the precautions that you are taking. I will say that I was really disturbed yesterday while shopping at the Middleton co-op. Many of your staff members were talking or laughing amongst themselves in different departments, as if there was nothing different going on. My cashier and the bagger were laughing and joking around as I was checking out. The more voice that is used, the more a mouth is open, the more likely that saliva will be expelled. I realize this is a very dark time and appreciate their light and friendly attitudes. But please, keep the talking at a minimum if not at all. In my opinion that would be one of the first signs on your front door. Please do not talk unless absolutely necessary. I appreciate your attention to my concern.
A: These are challenging times for all of us at the Co-op and in the grocery industry. We are on the front lines as one of the only types of businesses that can remain in somewhat regular operation during this global pandemic because we provide food. While remaining open to ensure that people have access to this health necessity in our neighborhoods, our co-workers are making rapid changes to the way they do their jobs: ensuring as much social distancing as possible; experiencing inventory turnovers we have never experienced in our region; shutting down various offerings due to public orders; and managing far more transactions at the registers than normal. This while also worrying about our families, communities, and risks to our personal health. I can assure you that not a single employee believes there is nothing different going on. Though we understand your fears, and maybe some of us share them, we have no intention of asking any of our co-workers or shoppers not to laugh or talk. Mental health is important, and friendliness and humor are some of the few ways to get through these stressful times, especially for workers. Thank you for understanding, and good health to you. -Kirsten Moore, Cooperative Services Director
Protecting employees
Q: I am writing to ask what the Co-op is doing during the health crisis to protect the employees who are basically on the front lines serving co-op members and other customers. Is hazard pay something that is being considered? Are workers being allowed to stay home with pay if they are at all sick—virus or otherwise? Are they allowed to wear protective gear like gloves when interacting with the public like at the registers? As an owner, I very much value the work you all do at all times, but especially want to both express my gratitude to you all now—and make sure you are being properly looked after. Thank you!
A: Great questions. We have reduced our store hours so that our employees have more time to do non-customer service-related tasks while customers are not in the store, limiting overall exposure. We are also working out implementing occupancy limits of 50 customers at a time. The directive from management has been that there will be no repercussions for employees related to COVID-19 leave. We have actively been encouraging employees who experience symptoms or who have family members with symptoms to stay home, and we have worked with the union to come up with a mutually agreeable plan to provide pay and expanded leave benefits for COVID-19 related absences. We have also coordinated with the employees’ union to allow for flexible scheduling so that we can change hours as needed to protect customers and employees, and request employees to volunteer if they are healthy to work more hours to allow for others to remain home. We are also reaching out to temp agencies to potentially put to work people who are in need of employment while they are laid off during this time, which will provide relief to our employees who may be working with less staffing than usual. Finally, we are increasing cross-training in high demand roles like cashiering, to reduce the burden and leaving options open to reassign employees to other sites as needed. We look forward to continued conversations and coordination with the employees’ union as time progresses regarding these issues. Regarding gloves and masks: yes, all employees are allowed to wear them if they so choose. To wear a mask, employees are required to check in with their managers so that they can complete a voluntary use form per OSHA regulations. Thank you for your concern and we hope you and your family and neighbors are staying healthy during this time. -Kirsten Moore, Cooperative Services Director
Over-60 hours
Q: We were in the first wave of over-60s at Willy West this morning and wanted to commend you and your staff for the thoughtful steps you have taken to minimize the likelihood of transmission of the novel coronavirus. One suggestion, however: the reversal of the entrance/exit doors, we feel, was a mistake. People enter the store—logically and by habit—into the produce section, not to the check-out lines. That’s how the flow is designed. The reversed doors mean that people entering the store necessarily have to cross paths with people who are leaving, creating more contact/transmission opportunities. The regular entry/exit system avoids all of that. Everyone was pleasant and everything went smoothly. Thank you for making one aspect of these difficult times a little less worrisome.
A: Thanks for the kind words and your suggestion. I checked in with Willy West about your concern, and they totally agree! They have already switched it back. We appreciate your support while we’re experimenting with these new ideas. Have a nice and healthy weekend! -Kirsten Moore, Cooperative Services Director
Foodshare
Q: I was wondering if this co-op accepted food share? Also is there any qualifications to shop here such as volunteering, membership cards etc., or can customers come and go?
A: All three of our retail locations accept FoodShare benefits. While anyone can shop our stores, I would highly recommend you consider an Ownership for two reasons. 1. You get our best sale pricing on hundreds of items per week. 2. As an Owner, you can enroll in our Access Discount Program. Using FoodShare is one of the main ways that people qualify for this program which gives shoppers 10% off all of their purchases and allows for lower equity (Ownership) payments- $4/year for Individuals and $7/year for Households.
To sign up for Ownership with the Access Discount activated right away, simply stop by the Customer Service desk at any of our locations and the paperwork can be filled out in just a few short minutes, with your 10% discount activated for your first shopping trip.
Please let me know if you have further questions. Hope you’re having a great week! -Robert Halstead, Owner Records Administrator
Thank you for the service
Q: I called in to say that I was so happy with the service I received at Willy West literally a few minutes ago. The staff is terrific! Thank you all.
I also noticed the customers wore their serious face. Some signage to the effect: Keep smiling. Goes a long way in relaxing people. In contrast, the staff, particularly at the cashier counters were friendly, gracious, and just plain amazing. They were in good spirits. I appreciate the safety precautions. So thoughtful.
A: Thanks for the kind words of support! They mean a lot to our whole Co-op during this strange and difficult time. You’re right, positivity can make a huge difference. I’ll pass your suggestion along. Have a safe and healthy weekend! -Kirsten Moore, Cooperative Services Director
Defining local
Q: Wondering if our annual report numbers that show our percentage of local sales includes the in-house bakery sales as well. I have heard that National Coop Grocers (NCG) defines local with in-house bakery and was wondering if we have figures that include and do not include those sales. What is our stance on how in house sales with ingredients far away but are produced locally? Appreciate any insights we might have! In cooperation,
A: Thanks for the question—it’s a good one! I’m not aware of an NCG definition of local. We use our own definition, which defines local as anywhere in Wisconsin or within a 150 mile radius of the State Capitol building. Within that, we have three levels of local—these are identified at the shelf for local items in our stores:
- 100% Local: Items that are entirely grown or raised within our local area. This includes things like fresh produce, meat, and locally grown grains.
- Essentially Local: Items that have at least 50% of their ingredients (by weight) grown or raised within our local area. This includes things like Vitamin D milk where the milk is local but the Vitamin D added is not, or apple butter made with local apples and imported spices.
- Locally Prepared: Items that are prepared locally from non-local ingredients. This includes things like locally roasted coffee, and our in-house deli and bakery items.
The local percentage that is published in our Annual Report includes all three levels of local. It is possible to report on the different levels. I don’t have those numbers readily available, but I would estimate that roughly 15% of our sales are from 100% Local items, 5% are from Essentially Local items, and 16% are from Locally Prepared items. I hope this helps answer your question! Best, Megan Minnick, Purchasing Director
