Message from CEO Steve Starks
Our Role in Fostering a Culture
of Growth and Innovation
E
ach of us is busy. We have multiple
obligations and demands for our time.
We seek to find ways to efficiently and
effectively get things done, both personally
and professionally. We like to eliminate
obstacles and reduce friction. Our customers,
whether they are internal or external, are
no different.
During the Larry H. Miller Group of
Companies 2020 Leadership Conference, we
focused on fostering a culture of growth and
innovation across the enterprise and more
specifically within our individual teams. One
of our keynote speakers, Nicholas Webb,
highlighted for us that removing friction
for our customers can drive innovation
in products and services. Think about the
time it takes to make an appointment with
a doctor and the inconvenience of going out
when you’re not feeling well. Now we have
telemedicine to receive a faster diagnosis
and get back on our feet. When we need
groceries or supplies quickly, we order online
and have them delivered within a day or even
hours. Businesses that eliminate obstacles
and reduce friction for customers through
innovative solutions will attract and retain
new business. As we constantly strive to be
the best place in town to work and the best
place to do business, we will need to continue
to reduce friction and innovate.
Our company has established a vision (see
page 6) and will continue innovating through
strategic investment in technology, processes,
and a culture that fosters our collective best
thinking. Our collective best thinking also
includes sharing best practices and centers
of excellence throughout the organization.
Moving forward, we can do more with data,
analytics, and our overall digital strategy.
Doing so will help us continue leading the
industry in each of our businesses and
categories.
Our culture must ensure that employees
and teammates feel comfortable sharing ideas
and taking risks. We are inclusive and value
different perspectives and individuals. The
onus to innovate isn’t just on our leaders,
it’s on every one of us. No matter your role
within the Group, we expect you to think
creatively, ask questions, and explore ideas
from others in our markets. Innovation
can be defined as removing friction from
the guest experience while maintaining
or increasing the value proposition. It can
include a streamlined process through the
service drive or improving the format of
an internal report. Opportunities exist all
around us—stay curious.
We will make mistakes. And we will
learn from them. The greatest inventions
throughout history went through multiple
iterations and trial and error. We should be
thoughtful when we approach new ideas and
consider creating a small test or pilot project.
Our overall goal is to grow, so we must be
good stewards of our resources.
We all have a significant role to play in
creating a culture that is inclusive, a culture
of growth, and a culture of innovation. I
encourage you to lean into whatever role,
whatever assignment, whatever responsibility
you have now. Bring your best self and ideas
to work each day. Support the efforts of
those around you. If you do, you will learn,
the operation will get better, and you will
personally be better prepared for future
responsibilities.
Thank you for your commitment to our
values, to our culture, and to one another. We
appreciate all you do for the Group, for our
customers, and for our communities. ◆
“We all have a significant
role to play in creating a
culture…of innovation.
I encourage you to lean
into whatever role,
whatever assignment,
whatever responsibility
you have now.”
Steve Starks
LHMWSM.com
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