‘Undercover Boss’ Illustrates that Your People are Your Competitive Advantage
A recent episode covered the largest convenience store chain in the world, 7-Eleven. The CEO, Joe DePinto, visited the store that sells the most coffee in the U.S. – an average 2,500 cups a day! But, that’s not the amazing part. What was most amazing was that the store manager, Delores, knew all of the customers’ names! Meanwhile, Joe struggled to make the coffee without it running all over the place.
Now, 7-Eleven may have good coffee, but since other 7-Eleven stores aren’t having duplicate results, I would hazard a guess that people aren’t coming just for the coffee. They’re coming for Delores’ smile and personal greeting to start their day. Starbuck’s could be 50 feet away selling Grande Latte’s for £1 and they would probably still go to 7-Eleven.
Delores is their competitive advantage. You can directly trace a significant portion of that store’s sales to her. Do you have a Delores?
This example truly epitomises what I have been saying about how valuable an asset your people are and how big a role they play in creating a happy business. You could feel the positive energy running throughout the store; everyone just wanted to be there.
Jack Lannom developed what is known as the People FirstTM philosophy. “When people are honoured and appreciated for not only what they do but also for who they are, it develops an environment that gives people freedom to be their best and to do their best.” The important thing to realise, however, is that a People FirstTM philosophy is also smart business and profitable. Just see Delores and her 2,500 cups of coffee a day!
If you have a Delores, consider yourself very fortunate and do everything possible to give her room to continue helping you grow your business. If you don’t have an obvious Delores, look closely at all of your staff for a “Delores in the rough.” Chances are you have a loyal, intelligent and ambitious employee who can easily be nurtured into becoming a full-fledged Delores.
