Company Blog
Adam’s Family Values
by Adam Zack — March 19, 2015
When I think of family, I think of a group of people related to me that somehow, through thick and thin, warts and flaws, fights and reconciliations still manage to share an unwavering support, love and loyalty to each other. No matter how upset I get with any of my family members, or how upset they get with me (and believe me, we are no picnic, with the many fractured branches in our family tree), we know that with a phone call or text we would be there for each other at the drop of a hat. It’s a comfort level that sometimes (OK, a lot of times) we take for granted. It means a lot to take the time to say “Hey, I appreciate you.” Or “I got this for you because I thought you’d like it.” Or “Hey, I just called to say hi and see how you’re doing.” It’s that family bond that we don’t often express, and sometimes it’s too late and we never did say the things we should.
“So how does this relate to my store?”, you’re asking. Well, fortunately we work with a lot of family owned and operated stores. And it’s the family mindset and dynamic that distinguishes us from the chain stores. If we take that family consciousness and look at our employees like family, they will treat us like family. And you can’t just say the old line “We treat our employees like family.” Any time I hear that I wonder, and sometime say, “Oh really? Tell me about them. Tell me something about their lives outside of work. Tell me how long they have worked for you and what their hobbies are. Tell me something about their family.” And the same goes with customers: “We treat our customers like family.” Oh really? The family you don’t talk to? The family you don’t listen to? The family you kind of ignore like weird Uncle Phil who just says the most irritating things and won’t ever shut up? If you treat your customers like family, and your employee family treats them like family, they will be loyal and honest. Even when you have spinach in your teeth or your fly is down or you have bad breath, they will be there to point it out. Even when you make them mad and have to apologize for pissing them off, they will accept it (and vice versa). Because after all, you are family, and families stick together. Always.
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