There’s a point in every challenge where the work stops being about skill and starts being about who you decide to be.
I’ve always liked doing the grocery shopping. Smith’s is right around the corner; Trader Joe’s (TJ’s) is five miles away. Smith’s is easier. We still choose TJ’s.
Both are large corporations with the resources to compete. Smith’s leans on buying power and lower prices; TJ’s could do the same — but they lead with happy employees and great service.
· Smith’s has limited live cashiers and pushes self‑checkout.
· At TJ’s, a smiling employee empties your cart and bags your groceries.
· Ask a Smith’s employee where something is, and you may or may not get an answer.
· Ask a TJ’s employee and they’ll walk you there — and tell you all about it and why they like it.
I’m not criticizing Smith’s or praising TJ’s. I’m just pointing out the difference between them: one relies on convenience. The other relies on people. And people win.
And lest you think it really doesn’t matter… these corporate choices have consequences: I’ve never recommended Smith’s to anyone; I can’t say enough good things about TJ’s.
Culture, training, and pride aren’t costs. They’re investments in who you want your employees to become. And the ROI is unmistakable: employees who exceed expectations because they want to.
This is the kind of hard work that wins the game of business and life. Get engaged in the work of building a culture that employees take pride in today.
Tom Bilyeu (born 1976): American co-founder of Quest Nutrition, which markets high-quality, low-carb protein bars, utilizing an intense direct-to-consumer social media marketing strategy.
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