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104 Mandi Brower -- Creating a great place to work
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Creating a culture where people want to come to work starts with a leader with a vision and a heart for people. Today’s guest, Mandi Brower, is the Chief Operating Officer of Quality Car Wash, a business that spans multiple car washes and some Tim Horton's coffee shops.
On this episode of The Clarity Advisors Show, Mandi shares with host Ken Trupke how she fosters a culture where people on her team feel supported and can learn skills that help them in their careers.
Timestamps
(00:59): About Quality Car Wash.
(01:22): What makes Quality Car Wash and Tim Hortons unique.
(02:41): Mandi’s career path.
(04:42): About Mandi’s team.
(05:44): What Mandi’s done right with her team.
(08:28): Winning multiple best and brightest places to work awards.
(09:50): Importance of communication.
(11:13): Creating a culture of success.
(14:20): Mistakes made along the way.
(16:12): Why it’s important to delegate.
(17:08): Attracting talent.
(21:07): Retaining talent.
(22:46): Heart-centered leadership.
(24:47): Advice to young leaders.
(26:33): Recommended reading and listening.
(28:30): Connecting with Mandi.
Episode Quotes
“Everything is really about the people, the people that we hire, the people that we serve, the guests that come in, and the community.”
“College is great, but I'd rather have someone that has already worked for us for six, seven years come into a new role than someone who's brand new out of college so we can continue to grow our people that way as well.”
“The way we treat our team is the way they're going to treat our guests.”
“There's a cost to turnover. It's expensive to have people leave and to retrain and to get them on benefits and to do all the termination of benefits. There’s a dollar amount that goes with that.”
“I don't want to work at the register. I can't keep up with those kids these days and all the buttons, so I need to make sure I’ve got the best team there and I want them working there. So, we're going to treat them great.”
“Even if someone is doing it 90 percent of the way you would do it, they're actually getting it done because you are not getting it done.”
“We've really found that we've been able to save some great people or some great relationships because just moving them to a different site, to work for a different structure, a different leader with different traits has really been really great as well.”
“Heart-centered leadership just really is about focusing on the people, really focusing on their feelings, really focusing on them as people and not as numbers, not as a transaction, not as a shift, not as just someone on the schedule, but really focusing as them as a person and how we can help them walk this journey through life.”
Recommended Listening
- Reframe and Rewire Podcast with Michelle L. Steffes
Connect with Mandi Brower
Connect with Ken Trupke
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