Keynote Speaker: Container Store’s CEO equates
happy employees with happy customers

Kip Tindell, chairman and CEO of The Container Store, believes in his employees and their role in the success of his business.

With an emphasis on open communication, sufficient training and good pay, Tindell shared how his employment strategy contributes to the bottom line during his keynote address at the 2010 International Home + Housewares Show.

“We believe in putting our employees first, because if you have the happiest employees, you will have the happiest customers,” said Tindell. “Most of you grew up hearing that, but I don’t think that most people truly follow that. The beacon guiding light of our business is our employees.” Acknowledging that retailers, and in particular, housewares retailers have had a difficult time over the past few years, Tindell still put employees first by hiring quality people, training them, and paying them well. Tindell said that hiring quality workers creates a great work environment where employees inspire each other.

Tindell also commented on employee training. He explained, “We are obsessive about training employees well. First year sales people receive 241 hours of training. The industry average is only seven hours for first year sales people. That is embarrassing for our industry.” Communication is another part of his employee-first strategy. “We say communication and leadership are the same thing. We share everything with our employees,” said Tindell, except for salaries. “We work to practice consistent, reliable, effective, thoughtful, compassionate, courteous communication every day.” According to Tindell, the result of his employee-centric policies is that each of his employees understands the impact that they can have on the business. Employee turnover is less than one percent. Tindell is banking that “motivated and happy employees delivering outstanding customer service” is the key to retail success.

Listen to the full presentation of Tindell’s keynote address at http://www.housewares.org/iha/pubs/ed/10.aspx.

Frieling Layer Cake Slicer

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This year also marks the 70th anniversary of Chef Specialties, one of the few peppermill companies that still makes its product in the U.S.A.

Better times

Reflecting on the show, IHA vice president Perry Reynolds said, “I hope this means that we are where we think we are, which is at the end of a pretty difficult time in our business, and we are now headed for better times.” The 2011 International Home + Housewares Show will take place March 6-8, 2011 at McCormick Place, Chicago, IL. In 2011, The Travel Goods Show will be co-located with the IH+HS show for the first time. The Travel Goods Show will be located on Level 1 of the North Building.

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