“We are in search of a consultant that can think outside of the box to enhance the Market’s competitive edge,” Chief Operating Officer Darnell Brown said in a press release. “As the historic institution continues to adapt to the evolving demands of 21st Century customers, the City of Cleveland seeks a consultant who can evaluate and recommend ways to enhance overall customer experience, vendor mix, and quality of products and services. We also want to create a process for customers to be able to provide feedback.”
The city had recently announced a set of goals for 2020 that included online purchasing, concierge pick-up, improved tenant relations, improved seating and expanded marketing.
The consultant, once hired, will “help reshape the West Side Market customer experience by evaluating existing practices and developing a strategic action plan to drive change at the Market.”
Four main areas of focus the city will ask the consultant to examine:
· Administrative: Create a process and establish a tool to evaluate vendor performance and vendor selection. Develop a tool to receive customer feedback and evaluate customer satisfaction.Results of a customer survey show shopper support many of the ideas already floated by tenants — changes in hours, utilizing vacant space, etc. — and WSM Tenant Association President Don Whitaker says the city is already moving toward executing some changes soon, albeit in predictably Cleveland fashion. Via the PD:· Entrepreneurial Growth & Recruitment: Provide recommendations on vendor recruitment. Develop recommendations to diversify products and services. Analyze the role of the Market as a business incubator and identify specific services required to support the success of vendors. Make recommendations for creative revenue streams that encourage repeat customer visits.
· Facilities Management & Capital Planning: Review West Side Market Capital Plan to focus on customer access to products, services and events. Review and assess the day to day maintenance practices of the facilities and provide recommendations on ways to increase efficiency, streamline project coordination and enhance communication with vendors and outside departments.
· Encourage Community Engagement, Outreach and Bridge Building: Review and assess the WSM 2019 Community Survey and 2019 Marketing Plan to create tools that measure customer satisfaction going forward as the vendor recommendations are implemented. Conceptualize a plan on how the WSM can enhance its strategic relationships while adhering to its core mission. Engage in collaborative partnerships with community partners (i.e. RTA, VA, Hunger Network, Cleveland Restoration etc.).
A year ago, Whitaker said, the vendors offered to update their operating hours to “be here when the customers want to be here.”The recommendation included opening later and staying open later to get after-work crowds, as well as staying open until 8 p.m. on Wednesdays in the summer, “as long as [the city] marketed it.”
Now that the survey has confirmed shoppers want later hours, the city is on board. But not in a well-planned manner, said Whitaker.
“After not hearing anything since April. they called me into the office on February 5 and said, ‘We’re changing the hours February 17 and I need you to sign this document.’
“I said, ‘What’s your plan?’ and they said, ‘We’re going to print out flyers and put the hours on our website and send a press release.’ ”
“You’re talking about changing 50-year-old hours in less than 10 days. You need a better plan than this,” Whitaker said.
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This article appears in Feb 19-25, 2020.
I honestly don’t believe the city is capable of recruiting a consultant who can really do the job. No one in city hall is qualified to hire or direct a truly gifted person. I’d rather see the CDC and the Merchants unite to direct this charge. There is not a single piece of evidence that the city should lead this.
“No one in city hall is qualified to hire or direct a truly gifted person…”
WHAT? You meant they wouldn’t hire YOU, ain’t that right?
Why don’t you try to offer your services again? Whatchoo got to lose?
Here’s my prediction: the city will shell out hundreds upon hundreds of thousands of dollars to some out-of-town consultant to “study” this debacle of what has become the Westside market.
After years of this study, it will determined that the market will be better off converted into tax abated apartments for another wealthy developer in town!!!
Until crooks like Taxin Jackson and thief Budish are finally, and forcibly, removed from office, nothing will likely ever change around here except the same old, same old corruption and shenanigans and waste of more taxpayer money!!!
I’m neither gifted or available. But plenty of people who’ve already done this before are right before our eyes.
Vendors at the West Side Market have to make a $2,000 a month payment because of the new parking lot. None of the bars or restaurants pay anything.
They can learn a lot from New York Citys Chelsea Market or Toronto’s St. Lawrence Market
The manager of the West Side Market has absolutely NO experience running a market. Felicia (won’t give last name) was formerly the Office Manager of an organization that renovated homes over 50 years old. Not sure how that makes one competent to run a Market. But she was certainly the right color and knew the right people to get that job.
The woman that currently runs the Market has NO business being in that position. She was a former Office Manager for an organization that rehabs old homes. Not sure how that makes her qualified. But she is the right color and most likely knows Darnell Brown, who by the way, could not find his way out of a paper bag.
The produce vendors rip people off with their nasty fruits and veggies and some of the stands inside the building aren’t even open half the time or close early. Place isn’t even crowded anymore. Wonder if the fixed the one entrance door that’s been broken for like 3 years now. I stay far away from that place.