Part 2 of our series:
5 Tips for Happy Customers, Engaged Employees, and Business Success
In this series, we highlight Pet Food Express, a healthy and holistic pet supply store in northern California. PFE has achieved incredible success over the years. Although they do measure that success by the usual business metrics, they are prouder of their superior customer service and employee engagement. Customers are highly loyal, staying with the company over years and even generations of pets. And employees say they are surprised to have stayed in retail so long…but they don’t want to work anywhere else.
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
- Mistakes are the manager’s responsibility first
- 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: When employees make mistakes, managers must first look at how they may have contributed to the problem (rather than immediately blaming the employee).
This principle applies not only to managers and supervisors, but to anyone. When things go wrong – at work or in our private lives – it’s a good practice to ask, “How might I have helped cause this?”
The answers might surprise you – and might create space to strengthen your relationships with the people you work and live with.