Don't fear the produce specialist

Produce specialists (or supervisors, as some refer to them) have an important and often difficult job.

It isn’t enough that they are the ones who work side by side with produce managers in numerous overnight merchandising resets or serve as team leaders at high-stress remodels or at new store grand openings. It’s not enough that they’re the ones whom store managers call, at quarter’s end, to help their produce managers get on track to correct high shrink or sagging gross profit numbers.

Like the late comedian Rodney Dangerfield used to lament, it’s just that specialists often “get no respect.”

At least, not anywhere near enough. Some store and produce managers eye their company’s specialists as prodding nuisances as they inspect their stores (often with no warning that they’re coming). They see the sport-coat-and-tie-clad specialists as looking for problems, so they, in a roundabout way, can say ‘gotcha!’ and write scathing reports.

Some in the stores even refer to produce specialists as “retail cops.”

At least, that’s how many produce people I worked with through the years viewed specialists — myself included, to a degree. That is, until I became one.

A specialist’s job is indeed among the no-respect jobs in the industry.

Consider that most specialists cannot hire or fire anyone. They don’t make policies or decide who to buy from. They’re simply charged with executing an organization’s direction. They are responsible for many things, especially ensuring that their assigned stores are maintaining company programs and standards while reaching sales and profit goals.

The most important specialist role? To help produce managers.

That’s right. Specialists don’t drop in unannounced to review a store because they’re trolling for potential issues. They play an important role in assessing a produce department, as specialists typically have many years under their belts in successfully managing produce operations.

And when they do identify potential problems that need attention, the specialist’s role is to help that produce manager get back on track. They follow several guidelines, such as they:

• Stay pragmatic — A specialist must approach each problematic situation in a calm manner. Let the produce manage know that you’re there to assist, to reassure the produce manager and to be their resource.

• Provide tools to succeed — Sometimes all a produce manager needs is help attaining some new fixtures, adding merchandising space, working to get regularly delivered load switched to a time that works better or securing added help or even a few extra labor hours.

• Help train — Often, a specialist helps direct clerks on the spot in absence of the produce manager. Sometimes a produce specialist is willing to come in during overnight hours to help reset a department, and in doing so, offers additional training for the manager and any clerks on the shift.

• Give verbal and written direction — Always provide a list of concerns that need correction and copy whoever is involved, such as the store or district manager. Be specific on the direction. For example, instead of conveying, “rotation needs improvement,” consider writing, “review rotation procedures with all clerks and update this on their training charts.”

• Follow up — Give the manager a specific time frame and let them know you’ll return within, say, a week or two to review the store and ensure that corrections are made. Whether you provide direction like this or if you’re on site to assist, be sure to recognize the improvements and sincerely thank the produce manager and crew for their efforts.

There’s little doubt that a specialist fills a vital and sometimes thankless role, however, by staying positive, encouraging managers and clerks, and letting them know that you are their resource to running a more productive and profitable operation, they will reciprocate in kind, stay more in touch, and realize that your primary goal is not to ding them for any shortcomings but are there, in fact, to be of help.

The specialist — the behind-the-scenes, unheralded produce wingman.

Armand Lobato works for the Idaho Potato Commission. His 40 years of experience in the produce business span a range of foodservice and retail positions.