It is difficult to understand what makes Purdy successful because elements that contribute to its success cannot be quantified. Although there is no quantifier for reasons why it is successful, there are some things the company does differently from its competitors. Most of the things the company does differently have significantly contributed to its success. Due to the company’s success, it has made it to be in existence for more than 100 years.
In general, entering a new market is challenging for any company. For Purdy Chocolatier, it may be even more challenging as the company has been operating for a long period of time in Western Canada and decided to serve the customers of Eastern Canada as well. However, this market has been already highly competitive with its own brands characterized by long-lasting operation and slid reputation. However, the brand undertook all efforts to consolidate its resources and strategies for successful performance.
One element that has led to Purdy’s success is focusing on its customers. The company has hired professional employees that make customers feel the warmth from a team of chocolate connoisseurs upon entering Purdy’s shop. For instance, in the undercover boss video, one of the employees refers to the customer as their number one priority (Reality, 2014). This means that everything an employee does in the company should be customer-oriented. In general, a strong focus on customers has increased its sales because it retains and attracts new customers.
Another element is that Purdy has a great management team from the top level to the cashiers and salespeople directly dealing with customers. The company’s leadership offers employees communication, a natural company culture, and clear objectives and goals. To ensure employee communication, Purdy’s offers room for criticism to make employees feel valued and to know they need to work harder. Natural company culture is maintained by retaining talents for many years to pass on its culture to the coming generation. For example, Purdy’s has been able to keep some production employees for more than 20 years, and they have been responsible for mentoring incoming talents with the company’s culture (Reality, 2014). In addition, retaining and mentoring the upcoming generation has made the company stick to its core values of producing delicious chocolates, fantastic services, and great people. Therefore, the excellent management team at the Purdy’s has significantly contributed to the company’s continuous success.
Keeping detailed information about the performance of all the shops is another critical element that has led to Purdy’s success. Purdy usually keeps these records because it needs apparent ideas on how its shops perform. In addition, the performance record helps the company identify where there is a need to expand and which products should be added to a particular shop. These records also assist Purdy’s to know its finances, to select investments that are more profitable and changes needed in the line of production and sales. For instance, it is due to performance records that have made me believe that Purdy’s is thriving in Eastern Canada as in the west since it records the highest amount of goods sold (Reality, 2014). Therefore, keeping performance records tracks the situation of the company’s shop and ensures all shops are successful.
In conclusion, success in Purdy has been a result of numerous elements in the company. The first element is employees considering customers as the number one priority and treating them in a welcoming and appealing manner. Another element is hiring professionals who have a passion for chocolate and retaining them to ensure that its core values are maintained and passed to the incoming generation. Finally, keeping detailed performance records has helped the company keep track of all the shops and rapidly handle the situation identified the issues identified by the records. In general, the combination of all these records has significantly contributed to the current success of Purdy Chocolatier.
Reference
Reality. (2014). Undercover Boss – Purdy’s Chocolates S2 E3 (Canadian TV series) [Video]. YouTube. Web.