Expert Insights
August 12, 2026
How can independent grocers build stronger vendor relationships while extending the life of their tech investments?
In this Expert Insights episode, Audrey Hogan sits down with Jarrod Newman, VP of Sales at Washburn Computer Group, to talk about the power of patient vendor relationships, point-of-sale repair as a cost-saving strategy, and why younger grocers should slow down and shop smarter.
Jarrod offers insights on navigating the industry’s shift from “the way we’ve always done it” to scalable, service-driven solutions — and shares what vendors need to do better to build trust in the space.
Independent grocers want partners, not pitches: The best vendor relationships are built on trust, education, and patience — not rushed contracts or bundled solutions.
POS repair is a powerful cost-saving option: Washburn specializes in fixing hardware instead of replacing it, saving stores thousands and reducing waste.
Younger operators should be patient and thorough: Don’t rush to pick a vendor. Take your time, do the research, and find the one that truly solves your problem.
Vendor experience matters: Many independent grocers rely on vendors to guide them — so it’s crucial to find partners who understand the industry’s unique challenges.
Repair is underutilized: Many independents throw away printers or scanners that could easily be repaired — just because they didn’t know a vendor like Washburn existed.
Build culture through freedom and fun: Jarrod’s approach to management is simple — hire good people, give them trust, and let them work. People should enjoy their jobs.
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Washburn Computer Group: A service-focused company offering repair solutions for grocery point-of-sale hardware, independent of any hardware brand.
POS (Point of Sale): The system used for completing sales transactions in retail. Often includes scanners, receipt printers, and terminals.
Vendor PTSD: A humorous but real term used to describe skepticism from retailers who’ve been burned by vendors overpromising and underdelivering.
Best-of-breed solution: A single-purpose software or service that performs a specific function better than a bundled all-in-one system.
Point solution: A product that solves one specific business challenge rather than offering an all-encompassing platform.
President’s Club: A traditional sales reward program for top performers, often involving trips or bonuses.
00:06 – Audrey Hogan:
Would you just introduce yourself? Name, title, where you work?
00:09 – Jarrod Newman:
Yeah, absolutely. My name’s Jarrod Newman. I’m the Vice President of Sales for Washburn Computer Group.
00:15 – Audrey Hogan:
What was your very first hourly job?
00:17 – Jarrod Newman:
I worked at a car wash in South Dallas. Made $5.15 an hour — minimum wage at the time. After 30 days, I got a raise to $5.25.
00:33 – Audrey Hogan:
You must have been a hard worker.
00:35 – Jarrod Newman:
Absolutely.
00:36 – Audrey Hogan:
What are you doing now?
00:37 – Jarrod Newman:
I’ve been in sales for 20 years, mostly in payments. For the last year and a half, I’ve been leading the sales team at Washburn. It’s my first move into point-of-sale, and I thought I knew what I was doing — but I had a lot to learn. Still do.
01:12 – Audrey Hogan:
What did you love about the car wash?
01:14 – Jarrod Newman:
Honestly, not much. But at 16, the job gave me a social life — that was the real value.
01:31 – Audrey Hogan:
What do you love about your job now?
01:32 – Jarrod Newman:
The people. That’s why I’m in sales. I don’t love quotas — I love having real conversations that build friendships and partnerships.
02:06 – Audrey Hogan:
NGA feels like a community — grocers and vendors working together.
02:52 – Audrey Hogan:
This year, it feels like vendors are trying to help retailers baby step forward.
03:08 – Jarrod Newman:
I agree. The grocery industry has always said, “This is how we do things.” But more retailers now realize they need to invest in internal operations — and vendors like us can help with that.
04:07 – Jarrod Newman:
POS repair isn’t glamorous, but it saves money. Your end customer may not care that your scanner was fixed, but they’ll care when you can retain staff and keep prices low.
04:38 – Audrey Hogan:
Where do you think the industry is at right now — all-in-one or point solutions?
05:06 – Jarrod Newman:
Independents still want point solutions. They need specific tools that solve specific problems and don’t wreck the P&L. And vendors are learning that “jack of all trades” doesn’t work down here.
06:21 – Audrey Hogan:
Have you heard of the Rule of Sevens from EmpowerFresh?
06:29 – Jarrod Newman:
No — but it sounds accurate. Seven minutes to pitch, seven weeks to meet, and seven months to implement. That’s generous, honestly.
07:07 – Jarrod Newman:
Independents are busy. At enterprise, you have whole teams for things. Independents are counting on vendors to be that team.
07:44 – Audrey Hogan:
What advice do you have for the younger generation taking over grocery stores?
07:56 – Jarrod Newman:
Be patient. Don’t rush the vendor process. If something doesn’t feel right, find a fourth option. Don’t just go with whoever bundled everything together. Shop intentionally.
08:39 – Jarrod Newman:
Also, use the industry. This is a community. The guy a state over might help you. Learn from others.
09:10 – Audrey Hogan:
What should people know about Washburn?
09:12 – Jarrod Newman:
We’ve been around 35 years, but many people don’t know us because we’re behind the scenes. We fix things — that’s what we do. We’re not resellers, not tied to a brand. We’re here to save grocers money and make hardware last.
10:25 – Audrey Hogan:
I think you’re doing a great job.
10:26 – Jarrod Newman:
That’s the nicest thing you’ve ever said to me.
10:29 – Audrey Hogan:
What advice would you give someone in retail tech trying to figure out their career path?
10:53 – Jarrod Newman:
Figure out what you’re good at — and how to make money doing it. If you hate sales, get out of sales. Life’s too short. Do what you’re good at and build a career around that.
11:52 – Audrey Hogan:
What else should grocers know?
11:54 – Jarrod Newman:
First — Washburn exists! And second, a lot of grocers don’t realize repair is an option. We’ve had people at the booth tap on a printer and say, “We throw these away.” That’s $500 down the drain. Let us fix it instead.
12:41 – Audrey Hogan:
Would you share Washburn’s motto?
12:43 – Jarrod Newman:
The unofficial one? “We fix sh!t.” With a dollar sign and exclamation mark, of course.
12:57 – Audrey Hogan:
Final question — how do you help people love their job?
13:00 – Jarrod Newman:
Hire people you trust. Let them do the job. Nobody wants to be micromanaged. Make it fun. Create a culture where people enjoy coming to work — not one where they’re just paying the bills.
13:56 – Audrey Hogan:
Thank you for hanging out with me.
13:57 – Jarrod Newman:
My pleasure.
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