Retail Merchandiser - September/October 2012 - (Page 86)

Retail STAPLES CANADA Staples of Business Instead of selling paper and pens like your grandfather’s stationery store used to do, Staples Canada has become a technology competitor by selling digital cameras, tablet computers and other high-tech items. He emphasizes that since its founding in 1991 as The Business Depot, Staples Canada has been environmentally conscious, installing a bailer for cardboard recycling at stores and headquarters. “People appreciate that as a company, we understand we have to give back to the community,” Matyas insists. “It’s not just about being profitable. I’m pretty proud to tell our folks that you don’t have to choose between a company that puts up great numbers every year, and one that has a strong sense of community woven into its fabric. No one I know has ever come to our company because they want to enhance profit for the organization. They come because they feel they make a difference. They are proud to share with others who they work for, and that’s really what has helped us recruit and retain some outstanding talent.” Matyas’ philosophy must be working, because he recently signed approximately 400 congratulatory letters to those who have been employed with the company for 15 years or more. Customer Satisfaction Matyas reports that in a Marketing magazine poll of Canadians, Staples was listed as one of the 10 most reputable brands in the country. “A lot of companies talk about how customers are their lifeblood,” Matyas remarks. “The older I get, the less I pay attention to what they say, but what they do. We go out of our way by a country mile to make sure we bend over backwards and exceed customer expectations at every touchpoint, whether over the phone, in person or online.” Buying technology products over the Internet can be risky, especially when dealing with a retailer that only has an online presence. If a problem develops, customers may worry about where they can take the product for repair or instruction. Staples Canada has solved that problem by expanding to more than 330 stores throughout Canada. “We try to make it as seamless as possible,” Matyas declares. “If you purchase something online, you can A Steve Matyas Richmond Hill, Ontario 86 mong the reasons for Staples Canada’s success is its non-hierarchical structure. Steve Matyas, president of Staples Canada, relates that if he arrives at the company’s headquarters in Richmond Hill, Ontario, late in the morning, he parks at the back of the lot and walks, just like every other employee. “I’ve always maintained – although I have a senior position with the company – I’m no different than anybody else who works here, but my job is different,” Matyas stresses. “We want people to feel valuable and that their contributions matter at the end of the day. That’s what makes a big difference.” September/October 2012

Table of Contents for the Digital Edition of Retail Merchandiser - September/October 2012

Retail Merchandiser - September/October 2012
Brand Licensing Europe
Showrooming Mushrooming
Pinch the Grinch
Category Insight
Upfront: BJ's Wholesale
Mind Candy
Outfit 7
Halfbrick Studios
Redasign Studio
Sony Pictures Consumer Products
Brentwood Licensing
Andrews McMeel Publishing
Chestnut Petroleum Distributors Inc.
The Hartley Co.
Mollie Stone’s Markets
Regal Oil
80Purple Cow Stores
Ocean State Job Lot
Staples Canada
Brookshire Grocery Co.
Wally’s Food Pride
Jewelry Television
Skin Science Labs Inc.
Great Clips
New & Noteable

Retail Merchandiser - September/October 2012