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
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
Frieling Layer Cake Slicer
(Continued from page 4)
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.
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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International Housewares Show - Chicago - March 14-16 Booth S-1366