Part 3 of our series:
5 Tips for Happy Customers, Engaged Employees, and Business Success
In his presentation at the 2016 Arbinger Facilitator Conference, COO Terry Lim described five principles that we believe have enabled PFE to achieve such consistent performance across its enterprise:
- Role modeling begins at the very top (View Video)
- Mistakes are the manager’s responsibility first (View Video)
- Tell the truth because you care
- Make the right thing to do the easiest thing to do
- Embed the culture so deeply that nobody thinks about it
In this series, we highlight each practice in turn. This week’s theme: Tell the Truth Because You Care.
Sometimes, wanting to be nice, managers shy away from giving employees valuable but difficult feedback on poor performance. But this approach is actually a disservice. If an employee is under-performing or makes a mistake, the best thing to do is tell them so – in a caring and supportive way. Pet Food Express has made telling the truth, with care, into a core value and key practice in all their stores and offices. The mindset is, “I care about this employee and want them to be successful, so I am going to tell them what they need to know in order to improve.”
Watch the video to hear Pet Food Express employees’ and leaders’ perspectives on this critical element of success.