Topic for Discussion: How do you hire the right people for your business?

Answer: Gloria is always looking for individuals who want to advance through the company. Today's broom pusher is next month's cashier working toward a goal of store manager.

If an individual's aspirations end with the position (s)he is applying for, Navarro Pharmacy is probably not a good fit. At Navarro Pharmacy, they recognize that the successful hiring process does not end with an offer of employment.

Management continues to emphasize the core values of the corporation and its commitment to customer service, with all their employees. And as important as reinforcing that culture is, it is equally important to provide the employees with the tools and education necessary to perform well. The Navarro's powerful combination of providing a nurturing environment along with setting clear expectations positions each employee to succeed. And when the employees succeed we all know the business succeeds.

Topic for discussion: How do you impart your culture, your values, and your expectations to your employees?

Answer: Often and then again! Corporate values and commitments make up corporate cultures. State them clearly and in writing. Put them on the wall, on your letterhead and business cards, on your sales collateral, even on the company T-shirt. Repeat them, celebrate them at all company wide functions, including holiday parties. And most importantly, "walk the talk", set the example.

If you try to impress upon your employees that customer service is of paramount importance in your business and they overhear you making disparaging remarks about a customer, well, you might as well burn those T shirts. You heard Louis Navarro tell us that every day he is in a different store, usually on a surprise basis, offering his counsel and support. As the business has expanded, his efforts have become even more critical to the company's success.

Just by his presence, he is making a clear statement to all of his employees, "This store is important, that's why I'm here."

You think about it: What would happen in your business if all of your employees acted like you do? If the answer is that business would suffer, then you have to change. How can you be more the person you want others to emulate?