Leading with Noble Purpose: How to Create a Tribe of True Believers by Lisa Earle McLeod

Author:Lisa Earle McLeod
Language: eng
Format: mobi
ISBN: 9781119119814
Publisher: Wiley
Published: 2016-02-02T14:00:00+00:00

They Operationalize Their Values

From the moment he got his first business cards, Greg has always put the customer first. That ethos carried over to his sons. Wife Nancy recalls, “Our kids heard Greg on the phone talking to customers. They have the enthusiasm that Greg had.”

But as their business scaled, the Thrashers recognized attitude wasn't enough. Greg says, “You might plan to call a customer back, but you got so caught up you forgot about it.” They put systems and processes in place to ensure that their people consistently provide top tier service. Greg says, “If your people aren't getting back to customers, it's because your system is not right. We create a system that doesn't allow you to forget.”

They also work hard to build trust. Greg says, “You know in your heart you want your people to love where they work. But if you don't create an environment where you build trust, they won't.” He says he's worked hard over the years to learn how to delegate more and get out of people's way.

Thrasher now has 265 employees. Their tenured employees have been with them for 10 or 15 years, but over half have been hired in the last two to three when their growth accelerated. Greg says, “We started changing a few years back. As we started thinking more about our culture, some of the older employees weren't buying into it. They just naturally moved on, or we helped them move on. Our culture is healthier now than it was five years ago.”

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