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A Snowtacular Performance!

Posted: December 24, 2009   |   Category: Community | Customer Experience

A winter snow storm of impressive proportions blasted the Northeast last week, creating incredible sledding for snow lovers, but extremely tough conditions for travelers and for retailers, on what is usually the biggest shopping week right before Christmas.    It was one of those weekends that no one was truly ready for, and that I know our entire company will remember forever.  And while our memories will include the many cancellations of schools, holiday parties and events, the memory that will prevail most in my mind is the spirit of the Wawa team who worked through some very challenging circumstances to remain open and ready to serve their customers and our communities.

I was one of the many, who watched the weather reports in awe, as expected snow totals kept climbing and climbing. The massive snowstorm was burying cities from Washington to Boston under as much as 2 feet of snow, in the largest snowstorm to hit the region since February 2003. New York City saw totals of up to a foot. The governor of Virginia declared a state of emergency.  Washington, D.C., declared a snow emergency so that it could clear major streets and reduce mass transit service if necessary.
And at the end of the storm, the numbers were even more astounding!  December 19 became the snowiest December day on record in several Mid-Atlantic locations, including Philadelphia, PA with 22.5 inches, Baltimore, MD with 20.5 inches, and Washington, DC with 15.0 inches. Philadelphia (with 23.2 inches on December 19-20) experienced its second-highest single-storm total, behind 30.7 inches during a January 1996 event. http://www.cattlenetwork.com/National-Weather--Blizzard-Recovery--Record-Lows-In-The-West/2009-12-23/Article.aspx?oid=969910

With most of the stores in our five-state operating area encased in this winter wonderland, we had to jump into action as quickly as possible.  Our store teams plowed through to keep the coffee hot and the doors open for customers.  Only 12 of our 572 stores closed for a brief period of time.  How did they do it?  By following our Wawa values of doing things right, delighting customers, and having a passion for winning no matter what the circumstances may be.

So many efforts went into the great endeavor to keep our stores open.  It took planning from our weather crisis team to increase deliveries of vitals like bread, milk and rock salt in advance.   It took our supply chain carefully planning routes to keep stores in stock with both food and grocery products and gasoline.  It took field maintenance associates maintaining parking lots and keeping stores operating without a hitch.  It took our Call Center staff keeping everyone up-to-date on of all store statuses and helping solve everyone's problems.  And of course, it took our wonderful store associates who worked extra shifts and worked creative schedules to keep our store doors open, providing a welcome respite for customers, emergency workers, snow plow teams and others who worked hard to fight the conditions.

So when I think back on this December's snow event, while I'll remember our shock and surprise at a storm that caught the region by surprise before the calendar officially acknowledged the Winter season, what I'll remember most is the valiant efforts of our associates.  Thanks to them, we were able to provide vital service, a smile, and a warm cup of coffee, for people who count on us to be there for them.  I thank each and every one of them for creating a winter Wawaland even in the coldest and stormiest of days.

'Till next time...

Wawa’s Millville Roots

Posted: December 15, 2009   |   Category: Culture

Guest Blog by:  Maria Thompson - pictured left in photo
Wawa Company Historian and author of “Images of Wawa”

As Wawa’s company historian, I have the honor of speaking about Wawa’s rich history and traditions and sharing a fascinating story that goes back over 200 years and traces just how Wawa came to be a convenience store chain of over 570 stores. 

I also often get the chance to experience current company milestones that fast become part of Wawa’s legacy, and the newest chapter in Wawa’s story.  Last week was one such event, when I attended Wawa’s 40th anniversary celebration of their Millville store.  The event also celebrated Wawa’s recent donation of their Millville Mansion House to the Millville historical Society.  During the in-store celebration, Wawa marked these special moments and Wawa’s ties to the Millville community, by recognizing loyal customers and associates and ceremonially transferring the Wood Family Key to the Millville Historical Society. 


To understand the significance of the Mansion House and of Wawa’s ties to Millville for the past 100 years, I need to go back even further, to Wawa’s beginnings in this part of New Jersey.  The company’s rich history dates back to 1803, transitioning from an iron foundry, to textile mills, to dairy processing and of course, to our current convenience and gas retailing.  Today Wawa is owned by a combination of the founding Wood family and an Employee Stock Ownership Plan with 8,000 Associate owners.

Wawa and the Wood Family have had roots in Millville for more than eight family generations.  For many years, Wawa used the Wood Family Mansion House as a Regional Office.  As the Company’s needs evolved, Wawa felt the best way to contribute to the continued preservation of our history and that of the Millville community was to donate the house to the Historical Society to serve as their home.  

The Woods were English Quakers who came to Philadelphia before 1683.  Three generations later, the prosperous Quaker settlements of West Jersey drew the family across the Delaware River where they settled in Salem County before 1716.  Richard Wood and a partner developed the Union Mill site in the 1740’s.  The property changed hands several times but was repurchased in the 19th century and a portion of it remains in family hands today, demonstrating nearly two hundred years of family stewardship and a continued commitment to the community.

Despite that early association, the Millville connection really belongs to two brothers - David Cooper Wood (1781-1859) and Richard Davis Wood, (1799-1869).  Both brothers were Philadelphia merchants and entrepreneurs who were born in Greenwich and came of age in their father’s store.  David was 18 years older than Richard, so he had a head start in business.  In fact, he seemed omnipresent in Salem and Cumberland Counties with ventures on the tidal rivers, including an iron works called Cumberland Furnace.  In 1813, he and two partners purchased 600 acres of land along the banks of the Maurice River in the newly planned community of Millville.  David built a two story house which today is the present Millville Mansion House.  The house was part of David’s industrial complex called Millville Furnace that made cast iron products like stove plates and fire backs. He also produced iron pipe that was used in large city water systems and gas main projects.  David Wood was an idea-a-minute man who was not always prudent in his investments.  The financial problems of the 1840’s proved to be his nadir and much of his property was sold at sheriff’s sale.  The purchaser was his brother Richard who, in the 1850’s, enlarged Millville Furnace, built a foundry, saw and grist mills, and laid the foundation for a cotton mill in 1853. The mill opened in 1856 and it was probably during this period of the early 1850’s that David’s house was greatly enlarged, taking on the appearance of the Columbia Avenue front so familiar to us.

 

Richard’s son George moved to Millville as manager of the cotton mill in 1864.  He lived at the Mansion House with his bride who described the house as old fashioned and unattractive.  The house is a vernacular example of late 18th century Georgian style, which was very long-lived and suited the Wood’s Quaker taste.  George liked building projects, so it is probable that the three steeply pitched roof dormers, with deep eaves, Italianate brackets, and round topped windows date from his tenure. 


George oversaw the Millville Manufacturing Company and Manantico Bleach and Dye Works.  The mill produced yarn and cloth, and the bleachery Red Star diapers and Glasgow linen. In 1917, over 1000 people worked for the company, many living in company housing in the Third Ward, so the place had the feel of a company town.  An aerial photograph of the mill complex attests to its size and dominance of the landscape. 

Production continued through the 1950’s when increased cost of raw materials, falling demand for cotton goods, and the appeal of man-made fibers dramatically changed the industry.  The company was sold in the 1960’s and the cotton mill destroyed by fire in 1976.  But the Mansion House endured. For twelve years, from 1959 through 1971, the building was home to the Millville Historical Society.  A copy of the cover of a program for an Open House in 1963 is shown here. Who said, “you can’t go home again?”  During the intervening thirty years, the Mansion House served as a district office, training site and auxiliary office space for Wawa.  Associates came to love the building

The Mansion House is a very special place.  It has been documented by the Historical American Building Survey, with the third story windows dating from 1850-1870.  The house caught the eye of the HABS staffers in the early 1970’s, when it was listed as the Wood Mansion (NJ-831), and it is also listed on the Cumberland County Register of Historic Structures and Sites.

All of us at Wawa believe the Historical Society will be a great steward of the home, and of the rich history of our company and founding family in this Region. 

 

 

 

 

A Valuable Lunch

Posted: December 7, 2009   |   Category: Celebrations

“Congratulations Glenn! You are the first Wawa associate to ever be nominated in all six values categories! To date we’ve received thousands of values submissions about outstanding associates, but never has an associate been recognized for all six values – until now!  Thanks to April Ferrante-Church, Amanda Wood, Michael Capozzi, and a local customer, your efforts to live our values each and every day have not gone unnoticed.  I look forward to seeing you next week at a special lunch in your honor!” 

This was the video iPod message I sent to our associate, Glenn Vogel, to let him know we were about to have a celebration in his honor.  This past week, I went to Glenn’s store in Waretown, NJ to thank him for living our company values, and for bringing the heart of our company to life for all the associates and customers Glenn interacts with each and every day.  Together with Glenn’s family, friends, and co-workers, we talked about Glenn’s contributions to the store, sharing stories of the many ways Glenn embodies our values.  We also recognized his co-workers who wrote to us about his contributions, thanking them for being the story tellers of our company who help spread our values messages to all 16,000 of our associates.

After the store celebration, the group enjoyed a wonderful lunch, giving us a chance to really thank Glenn in our own small way, with all the people who mean the most to him by his side.

While out at our lunch Glenn shared with us his feelings of his Wawa journey. 

“I came to Wawa because I wanted a career. I did some research and I knew that I wanted to be part of a company who wasn’t hurting during these economic times. I was sold as soon as I started because of the people, and how they truly believed in Wawa. I learned more in my first 30 days with this company then I did in any job. April took me under her wing, she didn’t just having me doing tasks.”

Glenn’s lunch was just one part of our Big Six Values Program, which I’ve mentioned in past entries http://www.wawa.com/Blog/category/Culture.aspx. It’s our internal associate recognition program designed to recognize and celebrate our associates for exemplifying our values, and get our associates talking and thinking about our values in new ways.  The program is all fueled by the values submissions that our associates write in, that tell us unforgettable stories of their co-workers actions. 

Glenn stands out as a truly remarkable associate for not only being the first associate to be nominated for all six values, but also for becoming an asset to his team in such a short amount of time, as Glenn has been working at Wawa for less than year. This is no doubt a testament to all of our associates’ passion and dedication to our traditions.  They create a special feeling in our stores that is immediately apparent to all those who walk through our doors. 

So here’s to Glenn and to all of our associates for creating a culture of convenience fueled by a commitment to Delight Customers, Value People, Do the Right Thing, Do Things Right, Embrace Change, and have a Passion for Winning.
 
‘Till next time…