There was a time where I thought my dad had it backwards. Turns out he was exactly right. He built this company on a simple order: our people, then our customers, then the bottom line. Every time we’ve struggled, it’s because we flipped it, chasing profit directly and making calls that cut against our culture. Take care of the first two and the third takes care of itself.
@officialchadpetermanTranscript
My dad built this company thinking that the bottom line was the last thing we should worry about. As we started to grow, I began to think he may be wrong. As we have continued to grow, what I know is he was exactly right. When we take care of our people who then take care of customers, the bottom line takes care of itself. When we get those out of order is when we struggle. When we're focused exclusively on that bottom line, it forces us sometimes to make decisions that are contrary to our culture, that are bad for our people, that are maybe bad for our customer. We have to keep them in that order. Our people, our customers, and then the bottom line. If you can keep those three things straight, empower your people, let them grow, let them develop. Then they do a better job of taking care of your customer. They provide better service, higher quality repairs, higher quality advice. At that point, our customers are willing to pay for the great service that we provide.
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