Work-Life Balance and Employee Benefits at John Lewis & Waitrose
A Business Lunch After a Presentation
“Table for two?”
“Yes, please.”
“Ok, over here, please.”
Patricia Reyes, a market researcher, has just finished presenting her research findings to the managers at QPG. She is now going for lunch with Marcus White, QPG’s Managing Director.
Marcus: “Excuse me just one moment. So, how did you think the presentation went this morning?”
Patricia: “Good, I think. There was a positive reaction from most people.”
Marcus: “Yes, your research has been very thorough. We’ve been pleased with your work. Sorry about that, it’s the lunchtime rush. Can I get you some drinks?”
Patricia: “Yes, I’ll just have some sparkling water, please.”
Marcus: “I’d like some still water. So, a bottle of both, please. Ok, I’ll go and get those for you. Do you need another moment with the menu?”
Patricia: “I’m ready.”
Marcus: “Actually, I need a few more minutes, please. So, how long have you worked for the company?”
Patricia: “Oh, now you’re asking! It’s been nearly twenty years.”
Marcus: “Wow, that’s a long time! It must be a good place to work, then.”
Patricia: “Oh yes, it definitely has its benefits.”
Waiter: “Here you are. Are you ready to order now?”
Marcus: “Yes, thank you. Patricia?”
Patricia: “I’ll have the lasagna, with a side salad, please.”
Waiter: “The lasagna comes with a salad.”
Patricia: “Oh, that’s fine.”
Marcus: “And I’ll have the seafood pizza, please.”
Patricia: “So, how’s your hotel?”
Marcus: “Very good actually, lovely rooms.”
Patricia: “Yes, we usually use that hotel. I hear it’s very comfortable.”
Waiter: “Excuse me. I’m afraid we’re out of the seafood pizza. All of the other pizzas are available, though.”
Marcus: “Oh, Ok, well, what do you recommend?”
Waiter: “The Four Seasons is very good.”
Marcus: “Ok, I’ll have one of those then, please.”
Waiter: “Ok, it won’t be too long.”
Waiter: “I’ll get this.”
Marcus: “Oh, thank you.”
Waiter: “I’ll just get the card machine. So, we should be finished by 4 o’clock today. So you might have time for some sightseeing!”
Patricia: “That would be nice! But I’m afraid I’ll have to catch up on some work this evening.”
Waiter: “If you could check the amount and enter your PIN number, please? Here you are.”
Marcus: “Thank you, enjoy the rest of your day.”
Patricia: “So, thanks again for lunch.”
Marcus: “You’re welcome. We’d better be getting back.”
John Lewis & Waitrose: Employee Satisfaction
Interviewer: “Which reports… Verdict reports, the customer service groups that are available – and we regularly… between John Lewis and Waitrose, feature in the top two or three companies for those, again for us, really important.”
Competitive Pay and Performance
“We like to always pay the best rate for the right level of performance. We’re constantly looking at the, at what we call the market rate… Which is what the going rate for a particular job is, but within our pay structure, every partner has the opportunity to work their way up.”
Comprehensive Training with “Horizons”
“We have a very comprehensive training package called Horizons… Which has a huge amount of resources, courses, books, videos, DVDs… Coaching sessions that partners can sign up for to help them achieve the best in their performance.”
Exceptional Employee Benefits
- “We have the bonus that we’ve mentioned earlier, which was last year about 18%.”
- “We also have in all of our workplaces subsidized dining.”
- “A minimum of four weeks paid holiday… rising to six weeks after ten years.”
- “We have a final salary non-contributory pension scheme.”
- “We offer something called long leave – after 25 years of continual service… a partner can actually take 6 months off, fully paid, to just go and get away from their normal work regime… and just experience something different.”
Focus on Employee Well-being
“So we’re constantly trying to find new ways of making the life of our partners fuller… and enable them to do more than they perhaps would do. Pay’s important, but to us, pay is just one part of partner development and partner growth… and we hopefully have a pack that’s second to none.”