Not only was The Container Store built on great products, but it was structured around some very basic and fundamental business philosophies about treating employees, customers, vendors, shareholders and the community with respect and dignity. We call them our Foundation Principles,™ seven ways to do the right thing.
"1 Equals 3" is our hiring philosophy and why we have exceptional talent. We believe one great person with passion, unique perspectives, and a variety of experiences can have the energy and drive to be more productive than three good people. Our 1=3 employees attract more great people, making it easy to build a dedicated team who will exceed goals, live out our purpose and create an environment of success. They feel like owners of the company and strive to do what's right for each other and our customers every single day.
From our Distribution and Manufacturing Centers to our Stores, Outside Sales Team, and our Support Center, you'll find great people in every position. Hiring, developing, and retaining great people is the secret to creating a great company, and that's what our 1=3 philosophy is all about.
Our unique "Man in the Desert"philosophy established the base of selling at The Container Store by anticipating customer needs.
The idea centers around a man lost in the desert. He's been wandering for days. He stumbles across your oasis, where he asks for a glass of water. But if you stop to think about what he's experienced and what his needs really are, you know that he needs more than just water. He needs food, a comfortable place to sleep, a phone to call his family, maybe a pair of shoes and a hat to screen the sun's rays. When a customer comes to our store looking for shoe storage, for example, we equate them to a "Man in a Desert," in need of a complete solution. We ask questions about what their needs are. "Share with me what frustrates you about your shoe storage today", "How many shoes do you have?" "How do you store your shoes today" "If shoes are a big problem for you, how does the rest of the closet function?" By being curious and anticipating their needs, we know we can offer a complete organization plan and solution for their entire closet.
Building on "Man in the Desert", our approach to selling now includes the belief that every step of the customer connection and interaction is an opportunity to have a meaningful impact - we call this Selling with Purpose. Combined, we are fully equipped with knowledge and tools that create clarity and confidence for our customers so that we not only build their basket but have them dancing in their organized closet or kitchen and coming back for more!
Our business philosophy is simple: focus on building deep, mutually beneficial relationships with our vendors and business partners by "filling their basket to the brim". By doing this, we know that they succeed, and so do we - creating a "win-win" relationship. From the very beginning, this belief has been at the heart of everything we do.
This mindset of "filling their basket to the brim" is grounded in respect, honesty, transparency and trust, and opens the door to incredible opportunities: from securing exclusive products to prime real estate. We believe that treating our partners the right way is the secret to creating relationships where everyone wins. While some in business think this approach is unrealistic, we know from experience that it works. It's the little things and the big things we do for and with our partners that make the difference and contribute to our mutual success.
We believe that Communication IS Leadership — they are one and the same. The Container Store knows the importance of executing every day, consistent, reliable, predictable, effective, thoughtful, compassionate, and yes, even courteous communication. We feel passionate that communication is critical in developing and growing our business successfully.
Unlike other organizations that work on a "need to know" basis, we take a different approach. We ask ourselves, "Who will benefit from having this information? Who needs this communication to help them do their job better and to help them be the best employee, the best leader, the best person they can be?" This open, "whole-brained" approach reflects our belief in the power of transparency and shared understanding, making sure we all feel appreciated, included, empowered and receive the information and training we need to be successful in our roles.
In 2008, this Foundation Principle was dedicated in honor of Melissa Reiff, former CEO of The Container Store, who exemplified this philosophy in every interaction.
Intuition does not come to an unprepared mind because you need to train before it happens. This is our training philosophy and reflects our commitment to equipping our employees with the knowledge to deliver exceptional service. We want our employees to trust their instincts, anticipate customer needs, and act with confidence and care. In order to help employees do this, we must prepare them to know how best to apply their intuition. No matter where they work in the organization, our goal is to equip our employees with tools and training to succeed at every point in their career. That's why we're committed to providing robust, ongoing learning opportunities designed to keep skills fresh, inspire new ideas, and strengthen competencies. When we empower our teams through continuous development, we serve our customers better and create a more energized, curious, and passionate workplace.
We never settle for ordinary, and neither should our customers. This is our value proposition. Our buyers search the world to find the best solutions for any space, delivering exceptional value, quality, and competitive pricing for our customers. If we can't find what we're looking for, we create it. From hand-woven, sustainable storage solutions to modular and built-in custom spaces, we offer an assortment that can't be matched, plus warranties that underscore our belief in the products we sell.
We offer more than just products to our customers. Our unmatched expertise, "Man in the Desert" selling philosophy, and care for our customers at every level and department of our business, is why our service is nationally recognized. So, whether our customers are shopping online, working virtually with a designer, or engaging with us in-store or over the phone, their experience is anything but ordinary.
Three steps in the door and you can tell if a retailer has it. "Air of Excitement" is the customer experience every employee is directly responsible for and an unmistakable energy that sets us apart. It's the innovative and solution-oriented products we sell. It's the personalized customer experience every employee is passionate about providing. It's our thoughtful, well-organized, well-lit displays. It's the visuals throughout the store that tell a story. It's carefully curated music that sets the tone. It's also in our people and the joy, passion, and pride we bring to help each other every day.
Customers can sense when employees are having fun, when they enjoy their jobs, and are passionate about helping customers. It's an attitude that's contagious and contributes to our one-of-a-kind shopping experience that involves our people, our products, and our ability to anticipate customers' needs. It's what transforms a shopping trip into moments of inspiration and delight, and why many customers consider The Container Store their "happy place". Whether in our stores, over the phone, online, or in our customers' homes, we aim to deliver an "Air of Excitement" at every touchpoint.
