Coaching and Training: bestofmany.com/
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Integrity
In the way we operate stores and the way we deal with people. Act as if the customer was looking over your shoulder all the time.
Product-driven 1:32
Our strategy emphasizes price, product, access, service, and experience. We want to excel at one, be very good at another, and meet customer expectations on the others.
from the ladies
Produce customer wow experiences 1:57
We celebrate the special way we treat and relate to our customers. We think retailing is all about customer experience, and that is what really differentiates us.
We hate bureaucracy 4:11
We give everyone a license to kill bureaucracy. All officers are in cubicles. The CEO is in a conference room. We have very few layers-a very simple organization.
Kaizen
Each one of us every day is trying to do a little better. This is infused into our training programs. We really stress teamwork and working together, while we do not do elaborate budgeting at the store level.
Treat the store as the brand
Individual products are not the brand. The store is. Brand is really the covenant between the company and the customer, and the real key is day-to-day consistency in meeting and satisfying needs. Last year we were very surprised and proud when an article came out in Entrepreneur magazine said three companies that got branding right were Krispy Kreme, Nike, and us.
We are a “national/neighborhood” company 4:47
Our customers benefit from our national buying ability, but we want each store to be close to the customer and really a part of their neighborhood.