Andrea Slingsby - President, Flight Centre, North America
Stephen Smith - CEO, Webnames
Brian Scudamore - CEO, 1-800-GOT-JUNK
3 Key Principles
- Brian: focus, faith and effort are his company's tenets
- Andrea: growth (FC doubles every 3 years), planning, relentless execution
- Brian: technical excellence, customer service, process quality and consistency
Developing Customer Experience
- Brian: one internal call centre (control), follow ups
- Andrea: this is their main challenge, have a lot of work to do, employee training & good HR policy
Strengths
- Brian: Vision. Went to a dock at his parent's cottage on Bowen Island, developed his vision in a day and spent the rest of the time communicating it and finding people that share it
- Andrea: Passion and energy, making people accountable
- Stephen: Team building, partners share the CEO role. High standards, integrity, ethics.
What Makes Employees Want to Stay With You
- Brian: Pick the right people, they have to be motivated. 5 weeks paid vacation for all employees helps.
- Andrea: Incentive, reward and recognition systems - encourages achievement
- Stephen: Find S&Ds - smart and driven. Discount experience if they have those qualities.
- Brian: 10:55 AM standing meeting. email tours@1800gotjunk.com to come see one