"Our belief is that if you get the culture right most of the other stuff like great customer service or building a great long-term brand or passionate employees and customers will happen on its own"

The essence of this quote is about the importance of company culture. If you nail that down, everything else—happy employees, loyal customers, and a strong brand—will naturally follow. It’s like tending to the roots of a tree; if the roots are healthy, the whole tree flourishes.

So, where did this idea come from? It’s popular in the business world, especially in companies known for their unique corporate cultures. Think of Zappos, the online shoe store. Tony Hsieh, its CEO, was a huge proponent of this philosophy. He believed that if you create a workplace where employees are happy, that positivity will spill over into customer interactions, creating a cycle of satisfaction and loyalty.

Now, let’s dive into a real-life example. Imagine you’re at a local coffee shop, say, “Brewed Awakenings.” The owner, Sarah, is passionate about coffee and even more passionate about her team. She invests time in knowing each of her baristas personally. They’re not just employees; they’re part of a family where everyone’s ideas are valued. Because of this, the baristas feel empowered and genuinely enjoy their work. When you walk in, they greet you with a smile, remember your regular order, and maybe even ask about your day. This friendly, welcoming atmosphere makes you want to come back, and you tell your friends about it. Sarah’s focus on a positive culture creates a ripple effect, leading to happy employees and loyal customers, which in turn bolsters her brand.

So, how can you apply this wisdom in your own life or business? Start by treating people well—plain and simple. Create an environment where everyone feels valued. Take the time to listen, encourage open communication, and recognize efforts. You don’t need a huge budget for this; it’s about the little things that show you care. Remember birthdays, celebrate small wins, and foster a sense of community. When people feel good about their work environment, they’re more likely to go the extra mile.

Imagine you’re part of a small startup with a handful of employees. It’s a high-stress environment with looming deadlines. Instead of pushing everyone to their breaking point, you decide to implement a “Wellness Wednesday.” Every week, you bring in a yoga instructor or a masseuse for a quick session. It’s a small gesture, but it shows that you care about your team's well-being. This not only reduces stress but also builds camaraderie. When people feel cared for, they’re more engaged and productive. They’re also more likely to provide excellent service to your customers because they’re in a good mood.

In summary, the idea is simple yet powerful: focus on creating a positive culture, and the rest will follow. It’s about treating people with respect, fostering a sense of belonging, and creating an environment where everyone wants to contribute their best. Think about the ripple effect—happy employees lead to happy customers, and that leads to a thriving business. It’s like planting a seed and nurturing it; with the right care, it grows into something beautiful and enduring.