The Covid pandemic threw the entire retail sector for a loop, but it was particularly challenging for big box stores, who had to deal with staff shortages and restrictions on the categories of merchandise that could be sold.
At Lowe’s Whitby, which has since become RONA+ Whitby, store manager Paul Santos had the job of ensuring that his team had the support they needed to provide customers with the care they required. That included recognizing their talents and offering opportunities for advancement where appropriate.
As consumer anxiety and frustration mounted during the pandemic, staff needed more than solid product knowledge, and the team at Whitby rose to the occasion. They were able to provide an extraordinary level of service under the circumstances, which contributed to RONA+ Whitby receiving the Outstanding Retailer Award last year in the Large-Surface Retailer category.
At this store, the holistic approach to training goes beyond learning in-store. A student incentive program rewards returning summer students with up to $500 per year. They can also benefit from a tuition reimbursement of up to $1,500 dollars annually.
Meanwhile, the store’s sales doubled over the past decade—even logging gains in 2022, when much of the industry was starting to soften. With a staff of more than 150 people working in a store that’s 150,000 square feet in size, Santos recognizes the value of developing his people.
He’s proud to note that over the course of his career at Lowe’s and then RONA+, he has seen three assistant store managers(ASM) promoted to store managers and five associates promoted to ASM. Ten of his associates have been made department managers and two ASMs have gone on to roles at the district level.
“A very important part of my job is to identify talent within the store and ensure associates have the opportunity for advancement, reaching their career and financial goals,” said Santos, “and bettering their lives as well as the lives of their families.”
