Snyder's new service center says loud 'yes' to shoppers

Drug Store News, Feb 2, 1991 by Susan Ball

Snyder's new service center says loud `yes' to shoppers

MINNEAPOLIS -- Snyder Drug's new prototype store, which opened Jan. 13 in suburban Eden Prairie, says "yes" to service loud and clear through a variety of new features.

Here are some highlights:

* "Yes Express" -- Snyder's new service and merchandise center up front offers customers: packaging and shipping; faxing; customized printing of wedding and other social invitations, business stationery and the like; photocopying; notary public; Western Union money transfers; money orders; photofinishing; key making; postage stamps; discount movie tickets; and gift wrapping.

Separate staff

Really a store within a store, Yes Express has a separate staff and a wide selection of distinctively Minnesota gift ideas -- like wild rice, maple syrup, artwork by local artists and gift baskets for businesses and individuals. It is positioned next to the manager's office for easier control and access and occupies 700 of the store's 8,000 square feet.

"Our goal is to answer customers' requests with a 'yes' every time," said vp of retail operations Mike Pan. If a local business owner, for example, wants to send a gift to a client in California, Snyder not only can say "Yes, we have some really distinctive gifts you can purchase," but can also giftwrap, package for mailing, insure and ship the gift directly from the store.

The centers, which will be rolled to more stores, will help Snyder set itself apart from its non-locally run competitors as a Minnesota company and a source of Minnesota merchandise, said Don Beeler, Snyder's chairman, president and ceo. He also foresees using information gathered through the stores' new POS and pharmacy computer systems for direct-marketing of Minnesota-themed gift packages and other merchandise. * Service-oriented cosmetics department -- staffed by a trained, certified cosmetics consultant who regularly conducts demonstrations and makeovers. The cosmetician keeps a card file on customers' skin types, product and color preferences, and keeps her customers informed of upcoming events they might be interested in. She might, for example, drop a customer a postcard to let her know when her favorite eye shadow goes on sale. The department has a bullpen display case and its own register. * STARS -- As Drug Store News recently reported, Snyder's tested STARS (Snyder's Total Automated Retail System) in six stores and, with the Eden Prairie prototype store, is starting to roll it out chainwide. "The initial merchandise setup (in the new store) went much faster because we didn't have to price ticket anything," said vp of information services John Stubstad. "With sales information STARS tracks, we can now closely monitor our new customers' preferences and buying habits. Then we can quickly adjust and customize our merchandise mix, inventory levels and promotional strategies for the new store." * Communications-designed pharmacy -- features a newly upgraded pharmacy computer system and fine-tuned, patient-oriented layout, as well as a new patient-information labeling system. (See the Feb. 19 issue of Drug Store News For the Pharmacist.)

The Eden Prairie store is Snyder's 63rd corporate unit. The chain has a total of 217 corporate and independent stores in the upper Midwest.

PHOTO : Yes Express is literally a `store within a store.'

PHOTO : Service-oriented cosmetics counter is staffed by cosmetics consultant who maintains detailed files on store's customers.