Keeping everyone ‘happy’

TOM MAHER IS:

Doing what comes natural.

A CROWD-PLEASER

Although he’s only been with Wild Oats for 10 months, Associate

Service Manager Tom Maher has made a big impression.

“Tom is ready to jump right in there to help you out and do what

needs to be done,” said Suzanne Evalle, marketing manager and former

cashier. “He doesn’t think twice when he’s on a break to come out and

help.”

Within months he’s earned the respect of his team of cashiers and

fellow managers by simply doing his job: backing up the team, making

customers happy and keeping up the positive vibe of the market.

“It’s easy to get behind Wild Oats,” he said. “I like to be able

to work for a company that has quality products. I like to go out of

my way for people and do my best to make sure they’re happy.”

LEADING BY EXAMPLE

Maher has had a colorful career that started with a four-year

career in the U.S. Army, then as a volunteer disk jockey in college

at Saddleback College and then working in retail management.

But he found his place when he joined the Wild Oats team, a team

unlike any he had worked with before. No one thinks twice when a

customer steps up to the door at closing before unlocking and letting

them in for that last-second purchase. Also, employees promote the 5%

community days and encourage customers to re-use their bags for a 5%

discount.

“We shop for customers who can’t come to the store,” he said. They

had one senior citizen who needed help but didn’t have relatives or

friends. Along with two other managers, Maher took the man’s order,

gathered the items and then had his groceries delivered to his door

at no extra cost.

“I’m happiest here,” he said. “I’m given a chance to do my dream

job and [management] trusts that I’m doing my job.”

DOING THE WILD WALK

For most part, the market is a like bee hive with people pouring

in and then pouring out. In addition to balancing schedules, training

employees and keeping the store in order, Maher’s job is to make sure

that customers leave happy.

He’s often found on the cash register when the lines get long and,

no matter what he’s doing, won’t hesitate to put his pen down and run

downstairs to solve a problem.

And the customers demonstrate their appreciation which makes his

job a little easier.

“People say thank you more than I’ve seen at other places,” he

said. “After awhile, you get to know people.”

One of the things he likes about management is guiding people to

fulfill their potential. As a certified trainer, he encourages his

employees to better themselves or approach their jobs differently.

And even more important, he lets them know when they’re doing a good

job.

“I never hold back on thanking them or letting them know they’re

doing good,” he said.

-- Story by Mary A. Castillo