Several years ago, Hetrick offered up an in-depth analysis of a global production and distribution firm that was just hitting its seasonal stride. That story was so well received that we thought we’d share it again, along with warm holiday wishes for all of you from all of us at Hetrick.
Santa, CEO
Whether you celebrate Christmas, Hanukkah, Kwanzaa, the Winter Solstice, another holiday or none at all, you’ve got to hand it to Santa Claus: He’s managed to run an enduring operation that seems to always hit the mark. Claus Corp. is pretty much unmatched when it comes to production, delivery and customer satisfaction. It has what appears to be a steady and reliable employee base, and its market grows steadily—if not explosively—each year.
As such, we thought we’d offer a quick review of some of the lessons to be learned from Mr. Claus and his leadership style.
Be the leader. There’s never any question about who’s in charge at Claus Corp.
Delegate. Santa doesn’t make every toy.
Know your strengths, and focus your role accordingly. Claus spends his time doing what he knows best: leading, motivating, contacting and assessing customers, and delivering the product.
Spend time with customers. Claus makes a point of getting out and spending time with each customer on a regular basis.
Set and communicate deadlines. Everybody on the team knows when the product needs to be delivered.
Enjoy your work. They don’t call him jolly for nothing.
Know your customers and focus on them. Claus serves a young demographic that believes in his service. He doesn’t try to overreach and serve the wrong kinds of customers.
Classify your customers. Claus is not afraid to identify bad customers and steer clear of them.
Hire superstars. As has often been noted, Claus employs only reindeer that can fly.
Retain long-term employees. Some Claus Corp. employees have been with the firm for centuries.
Be generous. Claus makes it his business to share the wealth with his community.
Be mission-focused and value-driven. Claus is about good work that does good. He never allows the organization to stray from that vision.
Protect the brand, but be flexible. Whether you call him Father Christmas, Saint Nicholas or Santa, the brand is consistent, timeless and well-understood.
In celebration of the season, TellHetrick will be taking the next 10 days off. Look for our next dose of news, advice and commentary on January 4, 2010. Till then, we wish you the warmest of holidays and a happy new year.
Several years of working in restaurants–in the front of the house, the back of the house and everywhere in between–has made me a picky eater. Not with food, but with service.
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