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Mea Culpa

A note about Glen’s Dupont –

Being a small business owner requires an abundance of two things: resilience and humility. Grit and stamina are important too, but staying nimble is paramount. Over the last two years, Glen’s doubled in size, growing from one location to two, and that came with all the inevitable ensuing challenges.

Before we opened our second location, I saw most of you almost daily. I wore holes in the knees of every pair of jeans because I was always on the floor stocking. Things seemed to be going well, and folks really seemed to be excited about what we’re doing here, so we built a second store, with the hopes of magnifying our change agency and making even steadier progress toward our environmental goals. But something got lost in translation, and the details started to slip. Wait times for sandwiches got too long, the quality of our salads became spotty and service didn’t always feel like it used to. I was distracted. I missed it. And I am so sorry. I failed you – the Glen’s you loved wasn’t the Glen’s you were walking into anymore. That warm, legendary service wasn’t quite so legendary anymore. The craveable kale salad wasn’t what you remembered. The place just came to feel a little less extraordinary.

I know that we dropped the ball. It’s time for some resilience and humility.

We messed up, we know it, and, as of today, we put in place a plan to fix it. As of this morning, our deli is organized differently. We’ll have folks entirely dedicated to making positively certain your sandwiches are perfect, and that they come out efficiently. And we’ll have people dedicated entirely to making sure you have a great experience every single time you step up to our deli counter. We’re deeply dedicated to making a comeback, and making things right again.

We introduced an awesome new sandwich menu with a ton of lower-priced options. We dropped the prices on all of our pizzas. And we reduced the price of all-veggie deli combos, so now it’s possible to grab a fresh, healthy lunch for less than $8!!

You’ll also be seeing a lot more of me and Chef Will at Dupont. We’re going to be making certain that Glen’s is worth falling in love with again.

We’re making some other changes too – starting tomorrow, we’ll be opening at 8am on the weekdays. That means you can stop in on your way to work and grab a coffee, if you’d like. We’ll also be offering breakfast pastries (which are truly incredible), so you can grab a nosh too.

The bottom line is, we listened, we evaluated, and we’re rebounding. I am so deeply grateful to those of you who showed us patience and kindness and we figured all of this out, and I hope you’ll be pleased with the result. If you’re able to stop in this week, please say hi – I’ve missed you guys, but I’m back 🙂

glens

4 Oct

Staying Resilient

By glens | In Our Vendors

As you may know, one of our core values at Glen’s Garden Market is that we grow small businesses along with our own. Another is that we’re resilient – a characteristic that’s positively critical to survival in small business. Over the course of the last five and a half years, we’ve given over 80 small,

26 Feb

Announcing AccelerateHERdc

By glens | In Uncategorized

At Glen’s Garden Market, our culture is deeply rooted in values that empower us to advance our Mission: to make incremental climate change progress by selling Good Food from Close By. Among our values is a commitment to growing small businesses along with our own. Since opening our doors in April 2013, we have launched


Comments

  1. Sara 1 year ago / Reply

    I am a lifelong Washingtonian and remember that space from the Townhouse days. My husband and I think Glen’s Garden is great and are enjoying seeing the growth and change. I am sorry it is sometimes painful. We appreciate you and cheer you on!

  2. Jody 1 year ago / Reply

    Rock on Danielle. It’s a never ending growth experience. Congrats on having the courage and vision to press ahead. You’re doing great

  3. Alison 1 year ago / Reply

    Danielle… I’m a neighbor, customer, and fan of Glen’s. I’m also an executive coach… would you mind if I share this post on my blog as an example of what good leadership looks like? It’s not easy for people to say, “Hey, we messed up!” – and it can be even harder for the leader of an organization to be this vulnerable. You nailed it, and I appreciate your courage in making the attempt. Here’s wishing you the best. I can’t wait to come try to re-spruced deli!

  4. Augusto 1 year ago / Reply

    Danielle, you’re amazing. I remember the first time I met you ( I don’t expect you to remember me of course because duh), but I was planning to host my first thanksgiving dinner ever. I ordered my turkey at Glenn’s and shortly after I got an email that seemed like one of those mass emails a CEO sends and his signature is at the bottom, but someone else signed and whatever…except this was too personalized With specifics about my order and i don’t remember what else. So I was confused…I go to the store to pick up my turkey and you were there. And I’m like…”oh yeah I got this email blah blah blah” and you said “Oh yeah! Augusto? Yeah I sent you that email” So…I guess what I am trying to say is…my experience is a testament to the amazing work you guys do at Glen’s Market. I haven’t been there in a long time because I moved, but I hope that the newcomers get to experience the amazing thing that was Glen’s Market in its beginnings. Cheers!

  5. Diana Wright 1 year ago / Reply

    Whatever you do, don’t change the yogurt.

    I’ve been sick the last month so I’ve hardly been in at all. Thank you for paying attention.


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