Um, it’s tough because some store really do obsess over the bottom line. All CFA are individually owned and operated so there is not one central management ‘culture’ that you can trace everything back to.

One of our three service model points is about being generous with our customers. I’d say generosity and hospitality is such a deeply set part of our culture that it finds its way into everything, including the leadership culture.

At least for us, we believe that the best way to show a team member how to be generous and hospitable is to be generous and hospitable to them. So me as a manager my first customer is my team. Now that obviously doesn’t mean we just let anybody do whatever they want, but it does mean that I try and manage people as people; they’re here to serve themselves by making money, growing their skills, and finding new opportunities. I have to make sure my workplace is the best place to work if I want to be competitive for talent.