"For the past 66 years, I have shopped at Heinen's, not just because there always has been a Heinen's store close to where I live, but because from day one, in 1947, nobody sold a better brisket or stuffed pork chop," said Irene Kavin. "To this day, I am impressed with the green and black label on their beef - 'raised without hormones or antibodies.'"
CLEVELAND, Ohio -- Tom Heinen, third-generation co-president of Heinen's Fine Foods, says the secret to great customer service is how well a company treats its employees.
"We work really hard on getting great product, unique product, great-quality product, the freshest it can be, very competitively priced for what they're buying. And then our people really make the experience," he said.
"We are firm believers that if we can have a team of people who come in and just love taking care of our customers, everything else takes care of itself."
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View full sizeJeff Heinen believes that what their 2,798 associates do plays a bigger role in Heinen's success than what he and his brother, Tom, do.His brother, Jeff Heinen, agreed, saying having satisfied employees is key.
"The success of Heinen's doesn't really depend on what Tom and Jeff Heinen do; the success depends on what those other 2,798 associates do," he said. "We happen to have the last name 'Heinen,' but we want those other 2,798 associates to be really proud to wear this blue shirt."
Bruce Good, vice president of Good Marketing Inc., a Cleveland new product development firm, said that from a marketing standpoint, Heinen's definitely knows how to cater to its customers in all 18 stores. He especially admires Heinen's for recognizing and accommodating the unique needs of its Jewish shoppers during and after Passover.
The evening after the week-long celebration of Passover, during which observant and Orthodox Jews eat only kosher for Passover foods, the Heinen's store in University Heights quietly reopens its doors around 9:30 p.m. for families who need to replenish their refrigerators and pantries.
"They close at normal hours, and then they reopen it -- and they keep it open for at least two hours. All the cashiers are working, and everybody's on the floor," Good said. "For many reasons, that says it all."
Jeff and Tom Heinen "aren't Jewish, but they're catering to that sector of the community because they're right in the center of a predominantly Jewish area," he said. "I doubt that they've ever advertised it, and I'm going to bet it's been going on for at least 10 years. Unless you keep kosher for Passover, or unless you live near [that store], I don't think many Jews know about it."
"And the best part is, when I've gone, one of the Heinen brothers is always there, just saying 'Hello' to everybody," he added.
In response to a call for stories about Heinen's, here are some of your favorite stories, submitted by Plain Dealer readers via email and Cleveland.com:
Avon store:
"I visited my 88-year-old uncle who shops once a week at Heinen's. He has a very hard time walking and uses a walker. It takes him a long time to get from the handicap parking spot to the front door where he hops on the motorized scooter.
"He told me that two of the young men employees (Jack and Lloyd) ride the scooter out to his car so he doesn't have to walk too far and sometimes they pull the car up to the front door for him. He is so appreciative of their kindness. You can't get much better service than that." -- Sheila Jameson
"My Avon Heinen's is one of my most frequent, and most favorite, stops throughout the week. Aside from the fresh, local produce, meat and dairy and the impeccable cleanliness of the store, the staff has become people I recognize and know by name. More than once staff members have gone out of their way to assist, recommend, and help out when we are in the store. If I happen to be in without my children, they always ask about them; once I had a new hairstyle and two cashiers commented (completely unexpected!); another day, I found an item on the shelf I had asked for only one week before.
"We have come to know and respect the staff and feel that their kindness and fine customer service must be related to their overall job satisfaction. I can't help but think the company must treat their employees with the same respect they pass on to the customer. When I am in the store with my children, they always look for Lloyd and Jack, the people we frequently see at parcel pickup. I feel incredibly lucky to have access to such a fantastic grocery store in my community."
-- dfisher04
"I shop at Heinen's because of the quality of their food and service. The following is a story about how special some of their employees are: About five years ago, my son was serving in the Army and his unit was on its way to Iraq. Since they were Infantry, it was a given that they were going into active combat. While at the deli counter, the woman waiting on me commented on my 'Army of One' sweatshirt and asked me who I knew who was in the Army. I told her 'my son,' but couldn't answer her next question about where he was as I became overwhelmed with emotion.
"She gave me my lunch meat and I walked away with my eyes brimming with tears. A few moments later, she came up to me by the olive island holding a box of tissues. She hugged me and told me that she would pray for the safety of my son and all our troops. And she asked me to thank my son for his service to our country. I was so touched by her sincere kindness. God bless our troops.
"I think the woman was a reflection of the philosophy of Heinen's which is evident by the people they hire and how they treat customers. Never have had a bad experience and I shop at Heinen's all the time."
-- lilmay
Twinsburg store:
"I am 81. I live in Solon. It was shortly after the death of my wife when I had to put my beloved 18-year old Pekingese, Maggie, down. While shopping at Heinen's in Twinsburg, several of the ladies working there noticed that my usual cheerful attitude was missing. They asked why. I told them.
"A few days later, there was a knock on my door. When I opened it, there was Casey Kotwica, the counter lady from Heinen's. 'I have something for you,' she said. 'What is it?' I asked. 'Here,' she said, handing me a small ball of fur before I recognized it as a kitten. 'This is for you.'
"'I don't want a cat!' I said, before she handed the fur ball into my hands. 'What is its name?' I asked. 'Small Stuff,' she responded. 'Not in my house!' said I, as I took the fur ball into my home and heart. Love has a way of beating you to the punch. 'Small Stuff' soon became my cat-of-the-year, as she was soon renamed TABU to become my most beloved pet, now 9 years old.
"I will always be grateful to Casey and Heinen's of Twinsburg for bridging the gap for me. I sure love my cat."
-- Guy Chamberlain
Rocky River store:
"I shop at the Rocky River Heinen's every week with my sister who is developmentally and physically disabled. The friendly and caring staff at Heinen's is one of the main reasons we continue to shop there. They treat my sister with respect and are always willing to go above and beyond when she asks for assistance while shopping. Many of the staff members know her by name and always greet her with a friendly smile.
"She recently had some health issues and didn't go shopping for a few weeks. Several of the staff members inquired about her and wished her well, which made her and I feel like valued customers. We have been shopping there since I was a young girl (I am in my fifties) and will definitely continue to in the future because of the staff (Barb, Dan, Vince, the deli staff, just to name a few)."
-- Cory Branchick
"This happened a few years ago when they first started with the Heinen's shopper reward card. I was so happy! I had earned a bag of the Two Brother's truffles. I shop at the Heinen's in Rocky River and had gone thru the checkout and the clerk tells me that my frequent reward had already been redeemed. How could that be? I am the only one who uses this Heinen's card.
"I didn't know what to say and ended up buying them and went to the Customer Service Center to discuss this with the lady there. Needless to say, I didn't get too far there either, I think the lady had enough of me and just gave me the package of truffles. I was so upset by the time I got home I put my groceries down in the garage and attacked my bag of truffles. With a full belly of chocolate goodness I went out to get my groceries and discovered that my dog ate my rotisserie chicken, the only thing left was the bag it came in!
"I ended up calling Heinen's Customer Service and told them about my frequent reward card disaster. I told the lady, 'they think I am trying to pull a fast one on them to get another bag of truffles and to top it off my dog just ate my rotisserie chicken.' She had the Rocky River Heinen's dispatch a new chicken to my house. They also discovered that I was on a frequent shopper card with two other people who happened to redeem the truffles the day before I tried to get them. I now have my own Heinen's reward card and am so thankful to the Heinen's staff. They are a class act! I love shopping there and of course always think fondly of those truffles and their rotisserie chicken!"
--Patty Conroy-Smith
"I hate shopping, but when I do, I favor Heinen's. My store is the Rocky River store. The layout, lighting and cleanliness make shopping less of a chore. The employees are fantastic. They will go out of their way to find something for you. I have never had to tell a bagger not to put bread in the same bag as cans and bottles (hear that G.E.!). I like knowing the source of the produce, fish and meat I eat. I've shopped at GE, compared prices, and came out ahead at Heinen's. I wish people would realize you have to pay for quality."
-- ubnuts
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View full sizeNina Tucci, age 3"I love Heinen's because I really like getting cookies and treats. And I like seeing DeeDee [who works in the meat department] - she always gives me presents every time I see her; and I like seeing Jessica [who works in the bakery] and Ashley [who works a register] at the store. Heinen's is really clean - I like the clean carts that daddy pushes me in. I also like the car carts - they are really fun! What else do I like about Heinen's? I like eating their food for dinner!"
-- Nina Tucci (age 3, submitted by her mother, Jenna)
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View full sizeA baby gazes up from his mother's shopping cart at Heinen's Bainbridge Township store in this 2007 file photo. "I have several stories about our Bainbridge Heinen's. The first is several years back when I accidentally brought home the wrong groceries. The manager drove my groceries to my house as soon as I called. The second story was more recent. I went to pay, as usual with my two boys climbing all over the 'car cart' when I realized I did not have my wallet. They allowed me to take my groceries home and come back and pay when it was convenient for me. They donate to our local benefits, provide job training for students with special needs and literally know all of the regular shoppers..."
-- lauralosu
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View full sizeMetal buckets full of fresh flowers greet customers who walk inside the Barrington, Ill., Heinen's.Willoughby store:
"It was a snowy cold winter day several years ago, and I wasn't feeling the greatest but needed some groceries. My husband was out of town so I had to load up my two young boys, and head to Heinens. When I pulled up to the grocery pickup area the young boy told me he had given my groceries to another customer by accident. He said they likely would bring them back and that Heinens could call me or that Heinens could deliver them to me at home. Considering the way I felt I chose to have them delivered to me. Well around 9:30 that evening there was a knock at the door and there were my groceries, he explained that they had replaced all of the cold items and in addition to my groceries was a huge bouquet of flowers."
-- Cindy Black
"My husband loves wine and we would exclusively purchase them at a well known specialty store in town. Now we work with Karen and Rick at our Heinen's, who are very knowledgeable and help with our everyday wines as well as special bottles. The meat and seafood department couldn't be better, and the gentlemen who pack your groceries and put them in your car are beyond pleasant.
"However, Brian in the produce department was the first employee I met and he goes so far beyond in helping me select the freshest and best produce. Many times, I am looking for an item and he will go out to a truck as it is being unloaded, finds the produce, and brings it to me while I continue to shop. He knows my kids when they come in town and even helps my husband when I am away.
"We are fortunate and have many choices of where to purchase our food, and I occasionally do go to other stores, but the Willoughby Heinen's has the most wonderful employees [who] really try and please their customers."
-- Peg G.
Middleburg Heights store:
"I shopped at the Middleburg Heights Heinen's. This was the late '90s. I had just been diagnosed with multiple sclerosis. I was able to go shopping by myself but by the time I reached the checkout I was so tired I needed to rest. The cashier Magda would greet me and then get me a chair so I could rest. She then would empty my cart and ring me out. I was so thankful for the chance to rest before going home to empty my groceries. Magda would do this every week for me. She retired and I have moved to Strongsville. I don't get to shop by myself anymore because of the MS. My husband shops at the Strongsville Heinen's, I go once in a while but need to use a wheelchair. I always will remember how kind everyone was at the Middleburg Heights store. They made you feel special."
-- Mary Jane Barber
Shaker Heights store:
"I have been a loyal Heinen's customer for over 50 years. I have what is perhaps the oldest Heinen's Customer Card still in use (so old that it is called a 'Check Cashing Card'). But it still gets a workout several times a week, and entitles me to all sorts of 'preferred customer' benefits. My mother-in-law shopped at the original Joe Heinen's Meat Market in Shaker Heights, and my husband was a carryout boy at the (long gone) Taylor Road store. He now often shops with me at the Chagrin and Lee store, where he continues to bag our groceries (certain skills are never forgotten). Heinen's employees are always polite and helpful, and I can usually find everything I need. The stores are a manageable size, and I love the Parcel Pickup."
-- Barbara Gray
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View full sizeJohn Tousel restocks the fresh product at Heinen's Fine Foods at Shaker Town Square in Shaker Heights on Wednesday. Third-generation owners Jeff and Tom Heinen credit their employees with providing the customer service that longtime customers rave about."I am writing to give a shout out to John, the produce specialist at Heinen's in Shaker Heights. Actually, I'm not sure what John's title is at Heinen's, but I think of him as a 'produce specialist' because of his vast knowledge of all things green and leafy.
"Over the years of me shopping there, John has always been friendly and approachable, and has taken the time to show me how to 'thump watermelons' to find the ripest fruit, pick the freshest lettuce heads, and even shared recipes on how to cook a particular root or legume. He is a big reason I go to Heinen's."
-- Loung Ung
"After shopping at the Heinen's Shaker Towne Center store several weeks ago, I made a trip to the library across the street. I spent some time choosing books and was chatting with a friend before checking them out when a bagger from Heinen's rushed in with a bag of eggs he had inadvertently left in my cart when loading my car. After realizing his oversight, he tracked me down all the way into the library and, only slightly winded, delivered - with a smile and an apology - the unbroken eggs. Now that's customer service!
"I have been a Heinen's faithful for more than 50 years. My sisters and I loved spending time in the reading nook at the old Taylor Road store while our mother did the weekly shopping there."
-- Nancy Bostwick
"My mother-in-law is particularly fond of Aunt Jemima's omelets and I buy them for her at the Shaker Heights Heinen's store. When I first started buying them for her, the omelets were located on the top shelf in one of the frozen food freezers and I would have to extend well above my height to reach the omelets. I walked into the store one day and noticed the omelets had been moved to the middle shelf. The frozen food manager was standing nearby so I mentioned to him that I appreciated the move since it now made it easier for me to reach the omelets. He said, 'I know. We noticed you were having trouble reaching them so we moved them.' What an incredible example of attentive customer service!"
-- R.S.
Pepper Pike store:
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View full sizeA display case filled with pork chops, ground beef and steaks at Heinen's Barrington store."Shopping at 'my' Heinen's at Lander Circle in Pepper Pike is like visiting dear friends. I walk into the store and am greeted with 'Hello, Naomi' or 'Hello, Mrs. Singer' 'How are you feeling?' 'How's your family?' 'Did you have a nice Thanksgiving?'
"The kind and thoughtful folks working at the cash registers, or bagging groceries, or at the fish, meat and produce departments or behind the service desk, or in the flower department or putting groceries in my car are just the same!!! Always a smile and a warm and welcoming greeting. I feel as if each and every one is a good friend. So, I not only shop for great fresh food, but experience considerate and wonderful people. They have all become friends. What a great place to go!!!"
-- Naomi Singer
"Heinen's has been our grocer of choice for over three decades and we go there because they are consistently good at what they do. We shop different locations depending on what we think they do best - Green Road for convenience and Shaker for closeness to other stores for a multi-purpose trip. But, our go-to store 90% of the time is Pepper Pike. Over the years they have all worked hard at improving the experience of shopping - store layout and organization, aisle guide leaflets, department specialists who know their products and answer questions, etc. Bottom line - it's the people who work there that make the difference top to bottom."
-- dkmcclurkin
Bay Village store:
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View full sizeThe first thing Heinen's did after taking over the Tops Friendly Market in Strongsville in 2007 was pull out some of the aisles to make room for displays of fresh produce, wine and flowers."Heinen's would send very large flower and fruit baskets to their long term oldest customers. I remember one Christmas and Easter seeing two young men carrying this huge flower and fruit display to my front door. I was so tickled, I had tears in my eyes! You do not find that at any other grocery store. This was Bay Village Heinen's where I still shop, carrying on my mom's tradition of going to her favorite store. The customer service is also so excellent in the store. If you can't find something, they usually walk you to the aisle and hand the item to you! Who does that anywhere else? I will always shop at Heinen's!"
-- Mary Jo Mazzolini
"While the Bay Village Heinen's does a thorough job shoveling the parking lot they go one step further and salt the Handicap spaces. Very thoughtful!"
-- Pat Bonta
Brecksville store:
"My husband and I were regular shoppers at the Heinen's in Brecksville. When he passed away unexpectedly in March, I stayed closer to home to shop in Garfield Heights. When I ventured back to Heinen's some time later, several cashiers asked me where I had been and that they had not seen me for a while. When I explained what happened, they all offered condolences. Now, when I shop there, at least one of them will always make sure to ask me how I am doing. It is nice to have that personal touch."
-- Lynne Sempruch
Mentor store:
"I've said for a while that Heinen's is to grocery stores what Hebrew National is to hot dogs, in a class all by themselves (at least locally). The food's always good, they have higher quality and local brands the Pittsburgh store and others don't, they'll open extra registers if lines start to build, and they don't try to push you into self-checkout, or worse those never to be sufficiently damned 'let us track everything you buy' (eventually 'requestable' by the national health care types) shopper cards.
"I particularly like the way you can order your deli stuff at a kiosk and they text you when it's ready, though this is problematic at the Mentor store where the AT&T signal blanks out. And what can you say about a place that has Great Lakes, Portside, Willoughby Brewing, etc. beers on tap?"
-- erocc
Mayfield Village store:
"I bought my groceries at the Heinen's in Mayfield Heights, on SOM [Center Road] after a long day. They loaded my groceries (as they always do) and shut the car door, so I drove home, only to realize, when I got there, that I was missing several bags. I called the store. They said they were hoping I would call. Someone had put the bags in a second cart, and did not bring that cart out. The manager apologized, and had someone deliver the groceries to my home, along with a tasty crumb topped apple pie. That is what I call service."
-- Sue Aviram
"Shopping at Heinen's is not a chore, it's a pleasure. The store is neat, clean, orderly and the lighting is perfect. If you are looking for something, not only is there someone to ask, they take you right to where the product is. Staff is polite and courteous and will always speak to you. The quality is exceptional and I can get the most for my money by shopping at Heinen's. My Heinen's of choice is at Wilson Mills Road and SOM Center Road. Thank you Heinen's!"
-- Susan Persing
University Heights store:
"For the past 66 years, I have shopped at Heinen's (at 88 I am probably one of the oldest continuous shoppers) not just because there always has been a Heinen's store close to where I live, but because from day one, in 1947, nobody sold a better brisket or stuffed pork chop.
"To this day, I am impressed with the green and black label on their beef - 'Raised without hormones or antibiotics.'
"And now that my hair is all white, the assistance I get from the checkout workers and the car loaders is more than I ever expected, but sure do appreciate!"
-- Irene Kavin
"I have NEVER been to a supermarket that had the level of customer service that Heinen's has. When I first moved here, I went to the stores at Cedar and Green roads in University Heights and in Lee and Chagrin Roads in Shaker Heights. Being unfamiliar with the stores and what they had, I was quickly approached by store associates and led to the aisles where I was searching for the products I was looking for.
"Wow! I have been in grocery stores all across America and that had never happened before.
"I can honestly say that more than 50% of my pantry and perishable items (including meat, fish, and poultry) are from Heinen's because my family and I keep an organic household and this supermarket has great prices and a great selection for this kind of food (better than Whole Foods and Earthfare).
"The Heinen brothers do a terrific job of honoring their grandfather who started the business." --Michael Holub
"A locally [owned] business with good quality items, clean stores and plenty of helpful employees... I shop at the University Heights store every week. When I need help getting some orange juice cartons off the top shelf, there is always someone there to help. I wish I knew everyone's name, but I don't. In the cashier department, I know Wade and the woman with the dark red hair."
-- Jim Evans
Unspecified store:
"I began shopping at Heinen's 30+ years ago when I became pregnant because they loaded my groceries right into my car, saving me heavy lifting. Four children later and pushing two heaping carts at once, I continued to shop at Heinen's because they loaded my groceries right into my car, saving me precious time and an inevitable toddler meltdown. Today, one of those children is a Heinen's employee, and I will forever be a Heinen's customer because they gave my daughter with special needs a job that she loves, and it has made such a difference in her life!"
-- cvschulz
"I've been shopping at Heinen's my whole life. Clean stores, friendly employees, great customer service, quality products, and great pricing. My favorite story is from a few years back. They were out of the sandwich bags I like at the two stores near me. I mentioned it on Twitter, they contacted me quickly saying the manufacturer was out. They then asked for my address as they found some at another store. When I got home from work, two boxes were waiting for me!"
-- torturegarden
"My favorite story is how, on a consistent basis, Heinen's makes a positive contribution to the quality of life in NEO and now North Chicago. Certainly they contribute to enhancing my and my family's life (and the lives of our friends who join us) through the fantastic meals we eat together that all begin there. All those with negative comments, go travel the world and then re-evaluate how fortunate we are to have such a well run, high quality grocery operation at our beck and call. Great food quality. A fantastic staff (a direct reflection of/on the ownership and operators). Thank you, I hope you continue to prosper. Now, if our government was just as well run..."
-- justaguywithkids
"Probably my favorite story is when when my wife was pregnant and I was working long hours, she would go shopping with her mom. She asked for help from one of the staff. He helped her out and asked when the baby was due. In the following weeks, he'd see her and ask how she was doing (his kids were starting to have kids themselves). The first time I was finally able to join her for shopping after that, the guy called me by my name when he saw us! I was taken aback, but he's just a really friendly guy, and he really enjoys seeing us taking our daughter shopping."
-- che_cazzo
"My wife loves the great selection of quality flowers. That's what keeps me coming back! Every thing is great from the customer service, cashiers to the layout of the store. Having their aisles cut in half saves a ton of time."
-- OrangeCrush
"We started shopping Heinen's way back in the '70s when my two kids were little. They loved those little free tasting samples, and there were plenty of them, It kept them quietly occupied so I could shop. And back in those big beef-eating days, my husband would get half a cow. Heinens has the best quality beef. They cut it to your likeness, wrap it and label it. If you had something you didn't like, they would take it back, no questions asked. Funny thing is, it never happened. Now, almost 40 years later, the husband is gone, the kids have grown up and moved away, and I still shop at Heinen's. Just for me."
-- seedalite2
"Love Heinen's as they put everyone else in the business to shame...Shop them all the time. As others have noted, great service and selection...Plus, checkout is quick and easy...Unlike at other grocery stores that torture you at that point...Never understood that logic."
-- zonedefense1
"Some of my children ask Santa for Coca-Cola every year. It's kind of a strange request since they have it throughout the year but every year at Heinen's, Santa picks up an adorable 6-pack of Coke in glass bottles....and the kids love them! Thank you Heinen's - keep 'stocking' them ;)"
-- donchagetit
"Growing up we used to go there for their fresh squeezed orange juice...it was soooooo good...I love that store."
-- natesmommy
(now closed) Cleveland Heights store:
"I was a bakery clerk at the Taylor Road Heinen's store at age 16. Because I was small, it was my job to crawl inside the cases to wash the glass. The worst part of the job was reaching over powdered sugar to pick the customer's front donut and having the sugar coat my sleeves. I went home with 75 cents after a week because of deductions for union dues, uniform fees, taxes, and the cost of all the pastry that I ate... Now I've reached 49 years as a customer of Heinen's stores and love them dearly."
-- Harriett Allen
"In the late '50s and early '60s I lived on Cedarbrook Road in Cleveland Heights. At the corner on South Taylor Road was one of the earliest Heinen's supermarkets. Those were the days when supermarkets were open only until 6:00 pm during the week and closed on Sundays. This left the huge parking lot available to us kids as a makeshift ball field.
"One Sunday afternoon in the middle of one of our baseball games a big black Cadillac drove in and slowly pulled up to the door of the store. As we stopped what we were doing and watched, a man in a black suit got out, unlocked the door and went inside. We all stood around, a little apprehensive, and were debating whether or not we should just all run home when the man came back out of the store. He was carrying two big bags of candy that he gave us and told us to share. Then he got in his car and drove away. We never knew who he was but always strongly suspected it was Mr. Heinen."
-- Allen Slivka
"My first real job when I was 13 or 14 years old was working as a packer/stock boy at Heinen's on South Taylor Road in Cleveland Heights. Saturdays were always busy. Inevitably the same woman came in each Saturday, shopped, then later returned to the store. She asked to speak with the manager. She never brought back the item she complained about but would state that the strawberries, blueberries or whatever fruit she purchased was squashed by one of those boys placing cans on the packaged fruit. He would always have one of us go back and pick up a fresh package and give it to the customer. He never argued with the customer. This was a lesson in retail sales: that the customer is always right. To my knowledge no one ever damaged her fruit...
"When checking out (at the Avon store) I always tell the packer, 'See that man pictured up there on the wall? He is the original Mr. Heinen who founded this company.' I was proud to have met him and to work for him."
-- Stanley F. Koss