Our central offices are located above our Rockville store. This is deliberate. I never want the leadership of MOM’s to be removed from the day-to-day store operations. If our Rockville store has an issue, than it’s likely that the other MOM’s stores could have the same issue.
I was downstairs a couple of times yesterday and both times there were customers waiting in line, yet not all 5 registers were open. At one point, there were 5 customers in line and only 2 registers open. This really concerns me. Everyone who works at MOM’s knows that we have a rule here: “Customers are never to unnecessarily wait in line.” I.e. there should never be customers in line and unopened registers.
Coincidentally, the below article came into my view.
- Frank Blake, CEO of Home Depot- “‘We’re fully stored, so why don’t we focus on improving the existing stores that we have rather than growing for growth’s sake?'”
- It takes guts to stop drinking the “growth or else” Kool-Aid. Starbucks (SBUX) CEO Howard Schultz also had to pull the reins in on his company’s expansion. In 2008, he took over a company that had over-saturated the market with its coffee. One of his first moves was to close 800 stores and lay off some 4,000 employees, then rally employees behind the idea of a more ethical coffee corporation.
And another blurb from a book I was looking at today with a quote from Warren Buffet: Don’t do deals just to do deals. “We don’t get paid for activity, just for being right.”
The obvious theme to these messages is that quality is more important than quantity. We’ve had a lot of “quantity” lately here at MOM’s. To get an idea of how much MOM’s has grown recently, here is a note I recently sent to MOM’s employees:
It is time for some serious back-patting. Let’s allow the accomplishments to speak for themselves. Here is what you have accomplished in less than 18 months:
Renovated and expanded College Park
Moved Rockville store and central offices
Launched the new Naked Lunch concept
In this time, sales have almost doubled. This is incredible growth, requiring heroic efforts by many. It has required hard work and being smart. If I were in your shoes, I’d take great pride in these accomplishments.
People will sometimes ask me, “How did you do it?” My reply to this question is- “What makes you think I did it? I have no idea how this happened- you’d have to ask all the good, hard-working, smart people who work at MOM’s. They are the ones who have figured it out and done it.”
MOM’s has taken on a life of its own, created by all of you.
We are very proud of what has been accomplished recently, but it is finally time to pause and start working ON the business again, rather than IN the business.