Grocery-chain cult hero Arthur T. Demoulas has demonstrated that when you give people respect, you earn respect and loyalty. Lots of loyalty.
The ousted former Market Basket CEO has treated his employees like family, and in so doing has helped build an estimated $4 billion business with 71 locations throughout New England.
The chain has 25,000 employees and countless devoted customers. But that's all at risk now due to a devastating family feud that seems to have no end in sight.
But Arthur T. has emerged as the quintessential King Arthur of produce. In indulging his court with simple acts of kindness, he created not only a business model but an enviable model business — one with a heart and soul.
Employee — and customer — loyalty is scarce today and virtually extinct for companies.
The Market Basket story fortifies the notion that loyalty breeds loyalty. The story is both seductive and instructive and showcases a moral awakening.
Simply stated, when you hug others — sometimes even literally — people hug back. Employees who were treated like family and felt like family, responded like family to a crisis situation and put their jobs on the line to support a leader they loved.
Arthur T. inspired a business culture by practicing timeless, people-oriented principles.
The business plan was pure. There was nothing magical or mystical about it. Arthur T. simply cared about his employees and their families and they cared back.
Here's how he showed it:
• He knew, used and remembered his employees' names.
• He always asked about loved ones who were ill, and remembered them in conversation the next time.
• He paid higher wages.
• He provided significant advancement opportunities. People felt valued and had a sense of job security at Market Basket.
Arthur T. may have lost his seat at the boardroom table and may not have controlling interest in Market Basket, but he has earned a special place in history as one who built a successful "people- oriented" business at a time when business is all about the bottom line. He has a legacy. A rare feat these days.
He's made us believe in the good guy again and that "Might for Right" (the call of the Knights of the Round Table) prevails.
Judith Bowman is president of her own business consulting company.
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