Food & Drink International - Winter 2017, Volume 2 - 128
are five years behind, he says, which is why he spends so
much time traveling and attending food shows.
When Pardington still worked for IBM, one of the company's philosophies was that if it was going to introduce a
new computer model the new version had to have something
better about it. It's a lesson he's brought with him to Holiday
Market. The store is constantly changing, but every one of
those changes is designed to heighten the customer experience or improve operations.
"I believe I'm going to get a Nobel Peace Prize someday
for what I call my '10 percent rule,'" Pardington says jokingly.
Think of a store's sales floor as a vertical bar of performance.
Pardington wants to take the bottom 10 percent of that bar -
the areas or corners throughout the store that are the underperforming - and give them the attention or product needed
to lift them to the top of the performance paradigm.
Over time, the store's entire operation reaches a higher
level. "You can come into my store and there are very few
areas that are underperforming because we've been elevating them for 20 years," he explains.
One area where Holiday Market hopes to improve is its online presence. When Claire Pardington returned home to
the family business a year-and-a-half ago after a career as a
fashion designer in Manhattan and Milan, she began thinking
of ways to bring the stores' experiential atmosphere to the
internet and social media.
She plans to launch a Holiday Market blog within the next
>> Holiday Market's coffee counter roasts 40 different types of coffees on-site and is
attached to its bakery, which is known for its cakes designed by Don Buciak.
food & drink international * winter 2017 volume 2 * www.fooddrink-magazine.com