Right environment. You have to work at it, and you have to
maintain it. And you've seen the smiley face pictures,
okay. Create and live your own secret sauce.
Create you something believe, and live it.
You have to role model it. You have to walk the talk.
If you do it can you still fail? Yes.
You still got to deliver value to customers.
You still got to have operational excellence.
You still got to have, if you will, strategic focus.
But you've got to have This secret sauce. That's yours.
You get to make it. You get to create it.
That's one of the joys of entreneurshiop. I'm going to skip this.
Trilogy, let's go to trilogy. Fascinating case.
Think about the business as Randy Buford said we're in a business where it's 24/7
and all of our customers don't want to be here.
They had rather be in their own home. How in an industry which has upwards of
150% employee turnover, how did Randy build a business that's got turnover in
the 30% level? And that's the story here.
And the purpose of the story is to go through on a very granular basis,
granular basis what he did and to say: Hm, would that work for me?
Why did he do that? How did that lead to high employee
engagement? And it's fascinating.
And his philosophy, if we take care of our employees they take great care of our
customers and we have a bottom line. That should sound familiar.
That should sound familiar. Randy, built a culture of compassionate
service. He defined what he needed in his
business, compassionate service. And in order for my employees to be
compassionate with my customers, he had to be compassionate with them.