Laser focus is great, unless the focus is off.

We are focused on creating the best customer experience they have EVER received.  We lean on core values to BE GREAT!  BETTER > BIGGER.

Store leaders:  You are the advocate for the customer.  Watch for opportunities to surprise and delight them!  Your role: coach, educate, support and encourage your team.

Coaches:  Help make decisions that are best for the customer, your team, and the company.  Help your team use the processes and procedures in place.  Be confident making good decisions based on the core values.  Escalate problems that you don’t feel comfortable making to the store leader.  Not so they can make the decision for you, but to HELP you make the best decision for your team.  Use core values to lead the way.  Communicate, change, grow and learn best practices to your team and beyond working with your team and others to grow.

Account managers, cabinetry and floor salespeople:  You drive the revenue and profits.  You are our internal customers, our goal is to make your life easier so you can sell more and see more customers’ EYEBALLS.  You hold the relationships and are the key ingredient to our customers.  Don’t ever take that lightly.  We need you to use the procedures and processes so you can get out and see customers and make everyone’s life easier.  Work on taking care of problems and escalate to store leaders not so they can decide for you, but to help you make the best decision.   Sell with price integrity. Sell with confidence.  Be humble and grateful for every order you get, they decided to buy from us!

Everybody (including me):  We make everything work.  We might not get the glory.  We are the guts.  The offensive lineman.  The grease.  Without us there is no Drexel.  It is up to us to BE GREAT or NOT.  It’s our choice every day if we are inspiring ourselves, our teammates, and our customers.  Be a beacon of positive energy, let others feed off your spirit.  Work on making procedures and processes a habit; that will help reduce mistakes and allow us to help others as we grow!   Make your internal customers (account managers, cabinet, and flooring people) happy.  If there is conflict or problem take to your coaches, or escalate to your store leader, or me and we can help you make the best decision.

99% of any breakdown in focus is due to lack of communication.  Communicate to be great!  Ask if you need help or don’t know your focus.

This is YOUR company, not mine.  We’ve all decided to be GREAT years ago; I can never thank you enough for that.


– Joel Fleischman.  Joel is the president & Head Coach of the solution providers for Drexel Building Supply.  (   You can follow him on twitter:  @JoelmFleischman.  He has provided solutions for builders and their clients since 1996 and a whole bunch of other stuff that you probably don’t care about.





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