Dan Sanders, chief executive of United Supermarkets, has a best-selling book on his hands. He also has a big problem with what he sees as the misguided priorities of many business executives today.
"The global business culture that prevails today is broken," Mr. Sanders told Maria Halkias of The Dallas Morning News. "People say the purpose of a business is to make a profit. I think that's dead wrong. The purpose of a business is to serve."
Mr. Sanders' Built to Serve (McGraw Hill) stands at number two on the USA Today Money Best Sellers list and is number 13 on The New York Times list of advice books.
His interview with Ms. Halkias offers insights into the corporate culture at the 46-store chain headquartered in Lubbock, Texas.
On the subject of employee relations: "We treat our employees like family. We're here for you in good times and bad times. If you're just focused on the numbers, you've already lost the game. That's what's so ironic. So many companies focus on the numbers and put very little focus on the people who create those numbers. So much is driven by analysts and investors and the performance three months from now."
On achieving high customer service levels: "If you take care of the employees, they will take care of the customers. They'll go to the mat with you. We don't have a manual. Our culture tends to promote thinking. A person can have a fulfilling 35-year career stocking shelves or at the register - if your corporate culture acknowledges that no job is unimportant.
Let's face it: The sacker spends more time with the customers than I do. The way to do it is to regularly acknowledge our folks and do something for them. Once we handed out $100 bills to everyone in the company. Each manager had to personally hand it to each employee."
On mission statements: "Everyone in America should change their mission statement to something that says, 'We exist to enrich the lives of others.' And it can be no more than six words. Ours is: 'Ultimate service, superior performance, positive impact.' "
Discussion Question: What is your view of Dan Sanders' business philosophy?