The Co-op Food Stores of New Hampshire and Vermont

added 10/23/09

by Kay Litten,
Board President

As I write this letter I am reflecting on some recent moments in my Co-op experiences which have left me wondering. Let me explain.

The Hanover Consumer Co-operative Society Board members are always discussing “member linkage.” This means that we are always concerned that the Co-op, our beloved grocery store, may not be living up to what the members want from us. The employees make sure that you get the products you want whenever possible; the staff offer courses and advice; and sometimes the Board is left in a perplexed state about just how to connect with you, our members. We need to know that you know we are here, determining policies for the management to carry out. And sometimes we need to have you contact us.

This need to have you connect with us was especially apparent at our recent Board retreat in late September (the “klatsching” of my title). We design these retreats so that we are not dealing specifically with Co-op business, but giving ourselves time to discuss the things we’d like to do to make the Co-op more for you. Is that what you, our members, want? Do you really want the Co-op to be more than a great place to get superb, safe things to eat and environmentally friendly products to clean your homes? If so, we need to know. We also are trying to figure out a way, besides the usual (read “boring”) survey to fill out, to discern just what role(s) you believe the Co-op plays, or could play, in your lives.

We, as Board members, get letters from members. The “kudos” come from folks who find the floral department so helpful in sending just the right selection of flowers for a particular moment or event; they come from people who can’t believe the fabulous cheese trays which the cheese department arranged for their special parties; they arrive because members are now appreciating the “caselot” sales; they come from those who have found products in far-away places and are delighted that we can provide those same products for them right here in Hanover!

And we get the “kvetches “– notes, or even long diatribes, from folks who just can’t believe that their beloved products are no longer on our shelves or packaged as they once were. In a very challenged economy, we hear from members who can’t believe that the refund checks are so small this year or that they have received half of their refunds in the form of Co-op shares. There are those who want us to do some remodeling of the Hanover store, and others who want it to remain just as it has been for thirty years. Everyone complains about the parking, or lack thereof, especially in Hanover. (But have you noticed what a fabulous job the staff does directing traffic in our parking lots at holiday times? Those are real “Wow!” moments.)

So the Board, as we approach our 75th year as your friendly, neighborhood Co-op, is trying to find ways to be more of what the members and customers want. Obviously, this is not a time for lavish spending, though we have dozens of ideas for that. Consider this a call to our members to connect with a Board member to tell him or her just what you want from the Co-op. We have an education department, a sustainability director, a dietitian. We believe that we are more than a grocery store, but what do you believe we are? Are community outreach and food education in the schools important to you? Do you know that the Co-op received the Chamber of Commerce business award this year? Do you know that the Lyme Road store won an award for its green construction? Are these things important to you? Please, as one says to one’s partner or teen, “Talk to us!”

What Do You Think?

Have some thoughts about this article? We’d love to hear from you! Please email us your suggestion or question. Want to sign up for the email version of the Co-op News? Join our list!