Stores Magazine - November 2007 - (Page 89) NUTS AND BOLTS / HUMAN RESOURCES Train and Retain Education, recognition keep Container Store employees engaged and fulfilled BY M.V. GREENE he Container Store scheduled to open this month at the Cherry Hill (N.J.) Mall already has a reputation as a great place to work. Within a week of initiating a September recruitment drive to fill the store's 70 positions, more than 700 candidates had submitted applications to sell the company's custom closet systems. Prospective employees know about the 38-store chain's penchant for recognizing the value of a good associate. T the success of its employees to the success of the business. Guiding how it approaches its employee programs are its “Foundation Principles,” which outline corporate culture, best practices, expectations of customer service and training. “It really starts with finding the right people,” Maynard says. “We take a lot of time in the interview process getting to know people because we have a lot of expectations for them. It's very much a part of the culture throughout – in our home office, distribution center and our stores." Fortune noted the chain’s “familyfriendly” scheduling as one of the key attributes for retaining employees. Speaking during a September 14 podcast from Texas A&M University's Center for Retailing Studies in advance of the 2007 Retailing Summit, The Container Store co-founder, co-chairman and CEO Kip Tindell said training leads directly to improved bottom-line performance. “If you really and truly put the employee first and take care of him … then what happens is an amazing thing,” he said. “That employee not only takes care of the customer, but he takes care of the customer so fantastically well that those customers are doing dances in our closets, they’re so happy. Those customers become ambassadors for you.” Survey results Tindell, who titled his presentation “Creating the Customer Dance,” said that The Container Store's employee programs are designed to create an environment where associates and staff are The Coppell, Texas-based company has been at or near the top of Fortune magaexcited about their jobs, can thrive in zine's annual list of “100 Best Companies to Work For” for eight consecutive years their careers and make an impact on the (it’s No. 4 this year). company. While starting pay of $10 to $15 an hour, eligibility for medical, dental and vision In a Harris Interactive online survey benefits and a 401(k) plan for full-time conducted for CareerBuilder.com, and part-time employees are great draws, 46 percent of retail employers indi“When employees are The Container Store’s goal is to attract cated they had open positions for involved in the company — which they could not find qualified the best people -- and then pull out all the stops to keep them. That starts with traincandidates; 44 percent said they learning, training and ing. First-year employees receive an averare more willing this year to insharing information — they crease salaries for new employees age of 241 hours of it – far above standard practice in the retail industry. to remain competitive. feel more empowered.” Corporate recruiting director Karyn The CareerBuilder.com report — Karyn Maynard, The Container Store Maynard says The Container Store ties suggests that retailers re-evaluate WWW.STORES.ORG STORES / NOVEMBER 2007 89 http://www.CareerBuilder.com http://www.CareerBuilder.com http://WWW.STORES.ORG
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