YouSaid · the spoken record

Janet Hayes

lines on the record: 30
first: 2021-12-16
most recent: 2021-12-16
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“Customer. The customer is at stake. The customer is going to have a lot of choices in the future, whether that's digital brands that emerge or, you know, whatever brand is in stock first and fastest, that's who's at stake, the customer. And we need to continue to focus on them and provide the best, most inspirational experience. It's the customer and the planet, right? And we have to keep our focus on our commitment to both of those things.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Great question. No, I'm not. I am humbled by what I've seen. You know, I came in thinking, oh, that's good. They don't have to teach me what a sofa is or what quality means in furniture. But what I was able to witness and be a part of has been humbling the innovation, the teamwork, the flexibility, the trust. It's been an incredible lesson to learn as a new CEO.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“There have been some incredible lessons. Be a flexible company. It's new and it continues to challenge us to think like a modern company. What we've gone through in the last 16 months has driven for clarity around our commitment to each other and the customer. It is something that we all probably know as humans, honestly. It's to make the right choices, do the right thing for people. We've learned over the last year retail's a team sport. It's a team sport and to open the view up to include more people into the team, whether that's your vendors or people in the supply chain and to give them grace during this time. That will come around. The customer will be the beneficiary to how we treat each other.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“I do. I do see that as a priority, and I'm thrilled about it. People are attracted to companies with purpose. One of the things we can do is continue to focus on quality and make sure our products don't end up quickly in landfill. And these are choices that are important to our customer. They're becoming a mandate, actually, to our customers.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Is we have to approach the entire supply chain all the way through the culture, everybody believing in our power to change what we are doing to the planet.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Yeah. I mean, sustainability has always been a personal passion for me. And I don't even think I realized how much California had rubbed off on me growing up in California, being raised in California. So I now realize it is a personal passion for me. And I want to make sure I'm doing my part to make the world a better place for the next generation. And as a company, we're in the midst of evaluating and increasing our commitment to sustainable solutions in the planet. We designated a task force spanning all departments, but we're not waiting the last 16 months. We've looked at product with more sustainable eyes, whether that's FSC wood organic cotton, OCATX, Green Guard certified. We've taken a look at how we're building our buildings. We just built a new distribution center here in Illinois, Romeoville, which just won a three Green Globe Award based on sustainable practice.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Because the weddings were held back for a year. But also that's Creighton Beryl's moment. That is a part of the history that got a refresh and will feel new and fresh going forward. I believe the strategies we put into place will take us past this moment into future growth.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, it's a question we ask ourselves every week, and I will tell you that I feel confident that there are trends, right? And we're standing in front of a big tailwind right now in the home business, whether that's the actual buying and selling of homes that creates demand for us, people moving creates demand for us. We see people spending more time at home, all of those are tailwinds for us. And yes, they most likely will slow for some retailers out there, but over the last 16 months, the strategies that we have put into place behind our supply chain, behind our digital, the investment we're making will keep us moving forward past these trends. We're bringing more products to market. We're going to be entering categories we've never entered before. We're going to embrace what we see as trends like weddings. We know we're on an uptick.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Yes, I have seen some of it. I would not be honest if I didn't say yes, I have seen some of it and I embrace it, honestly. I've had a, you know, talk with a few people that have left Creighton Barrel Holdings and said, why are you leaving? And they said, my dream job appeared. And my answer is go get it. Truly, I want people to be happy in what they're doing. Retail's hard. You have to be all in on retail. Retail will kill you if you don't love it. I wake up every day excited about what we do. And it's hard. It takes a lot out of you. So you have to have the passion in here. You have to have the passion for what you do. And ultimately, I want happy employees.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Time that is amazing, and I want them to stay present in this time, they're changing the company. That is a big responsibility. That takes an emotional toll. Plus, they're trying to take care of their own families. So I believe you have to start with trust and the results will come with it.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“I think you start right there, and I have to realize there's a big emotional strain that people are working under. This is massive disruption. I would say we're having as much people disruption and labor disruption as we are supply chain disruption. We're going to step back and see this was as big as the supply chain. And we are all going through tremendous change. So again, I have empathy and excitement at the same time. There is no question in my mind that my team, this company, is working hard. So if we start there with the trust, we're all going to start in a much better place, right? And the results are showing it. We have record customers. We have record growth. And we have record change. If anything, I'm worried they're not celebrating enough with each other. I'm worried they're not giving each other enough recognition for what we're going through. I try and start every meeting with a thank you, and I hope you guys are celebrating and realize that this is a”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Knew they needed to be together at least three days a week, right? Because that pulling together on collaboration. Marketing team said that they could work three days a week. As soon as I said it's a flexible workplace and I'm going to value talent and collaboration and results over location and I trust you to make the right decisions, everybody made the right decision. And they are working faster and smarter than they have ever worked in the past.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Our main focus throughout the pandemic was to keep our employees and our customers safe. And with that in mind, we've guided through a lot of the CDC recommendations and communication and transparency have been key. But you're right, there's a different workforce inside a retail company. And again, listening to what they needed, showing empathy, but most important, showing flexibility to what they needed was how we navigated successfully through coming out a new workplace, right? I mean, we've declared ourselves a flexible workplace with a modern view. You know, as far as the HQ environment, for me, it was really listening and watching the leaders under me in each function and brand and team really almost organically started creating their own new work environments. For instance, the digital team was happy being remote.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“We are constantly listening to our customer on the trends. For instance, we saw a few months ago that everybody was pinning colored glassware. So we quickly gathered together that insight from Pinterest and the team pivoted quickly. And we had colored glassware in our assortment. So we pulled together just quite frankly an email on colored glassware and put it out there next day. The colored glassware went through the roof. So you can grab your data from all different places. We've got to just keep listening to what's important to the customer, what they're interested in. But that's real-time data. That's how we're using real-time data.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, that's right. We are an omnichannel company, but we're leading with digital insights. That's why we start digitally led. It has to be easy for them when they begin on that. And I think, like I said earlier, the stores have to serve as an inspiration moment and an experience moment, but also we believe that we can bring some of that digital into the store. QR codes have reinvented themselves, really.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Listen, I am excited about our entire future. We're going to bring in some new storm models, not only for Crayton Beryl, but for CB2 as well. We're opening in new markets for CB2 as well as Hudson Grace. We have moved Creighton Kids. We've declared it a digital brand and we're going to go after Creighton Kids in a very cool, inspirational digital way. And we are a digitally led brand. And so the work that the teams are doing on experience on the sites, whether that's around conversion or content or marketing, has just been really game changing. You can't stop my excitement in front of any of this.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Draw back into let's do some destination shopping, right? Let's get this organized and drive with clarity through stores and keep it inspiring and centered on service.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“You know, I'm a big believer in intuition and I follow my own footsteps. And if my footsteps get interrupted or if I can't figure something out, I know the customer can't figure it out. Signage is clear. Service is right there if you need it, but not if you don't, right? You don't want that overwhelming service. Nothing will ever substitute for good product. So you have to have your best product, the right product, whether that's local product into the store you're in or your bestsellers looking beautiful. But for me, it all goes back to how the footsteps travel through the store. And I think we're in a cycle right now where people are surgically shopping. You know, the long journey meandering through the store might not be the cycle we're in right now, right? So make it easy on that customer. It's really basic retail, but sometimes you lose those basics, right? And this has given us a moment to recenter and”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Do to bring the digital side into a store and then the personal side of retail onto a digital platform. And during the pandemic, we were afforded that time to really think through how do we become the best omnichannel retailer. This, you know, very difficult time has afforded us these moments to pause and to think and to innovate.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Well, it's been limited in the last year for sure, for obvious reasons. The stores were closed for the first six months that I was here. And as they started to open, I did start to visit them. No one loves a good store more than me. And no one is more critical of a bad store than me. But when it's good retail, I can feel it the minute I walk, probably within 10 feet of being in any good store, I can feel it right when I walk in. And so, yes, the stores, I cannot wait to get more involved in the stores. It's something I'm really looking forward to in 2022. But, you know, being closed and actually being able to walk quietly through a store while it was closed was an unbelievable moment to reimagine what the future could look like. It was as if they were frozen in time. How do we want to reinvent the store? How do we want the footsteps of the customer to go? How can we make it easy? What do we...”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Very difficult, but this team continues to show resiliency and flexibility every which way we worked, collaborating over Zoom, designing over Zoom, you know, we did have some small in-person meetings as the mandate started lifted and we can get people back in the building. And that was so fun. I mean, to have everyone come into a room that I had only met via screen and for us to be standing in front of the product that we had been dreaming about and talking about and looking at sketches on sheets or doing late night zooms with factories overseas to come into a room and see it come alive in front of us. There's just been nothing like it.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“incredible brand full of value and beauty and great quality. So we just had to get those words up front and ignite all the good things about the Crate and Barrel brand and put it on its way. So it was a fun job. It was a hard job, but we really ignited a lot of new programs, whether it was wedding registry, interior design, trade business, clarifying our retail floors and improving our digital design services. Crayton Beryl went through a complete overhaul and really accelerated over the last year.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Let's talk about Creighton Beryl, right? Creighton barrel, that was probably where we did the most work. And I called Creighton Barrel when I began the sleeping beauty. It was a brand that people have just big affinity toward in their minds. It was a place where if you ask somebody about Crayton Beryl, they'd say, oh, I registered there. Or, oh, I used to shop there with my mom. Everyone could pull up a positive memory, but not recency. There was no recency with the brand. So we came in as a team and pulled together and started writing a new vision. And we did reposition the Creighton Barrel brand to deliver a home with purpose. And the minute we ignited that vision, we were set forward into a new place. The Creighton Barrel brand actually is one of the few brands in the specialty retail market that actually serves the whole home, the kitchen, the bedroom, the kids, the living room, the sofas. It is an”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“No, it was really the customer was sitting right in front of us. You know, they were jumping up and down off the page, waving their hands, saying, see me, see me. The data was there. I could see the customer. We could see the customer. It was more about making sure that each of these brands were driving with clarity and purpose in really prioritizing those messages for the customer, taking away all confusion. Honestly, all of our customers, they were going through so much in their life. We needed to make things easy. We needed to make it purposeful and we needed to make it clear. So it was really a review to make sure that each of these brands had their own place and were driving with purpose.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Right away, and the offerings there, as well as the ease, our digital. Design services became incredibly important. And despite never having been in the room still to this day, at about 70% of our employees, I was able to connect with them through constant communication. I think only harder than going through the pandemic was probably getting a new CEO through the pandemic. So I actually really did have empathy for the group, you know, me being another straw on the camel's back there. I did not want to be the one that broke it.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Yeah, I always say when someone asks me, when did you start? I say I started in the deep, dark nights of COVID. I moved my family from California to Illinois at the end of July and started the beginning of August 2020. And you couldn't tell where the beginning, middle, or end of where we stand today is. But there was frankly really no time to get settled. I had to address challenges head on from day one. Day two was a board meeting. So I had a nice slow introduction. But since then, we've had a pivotal recentering on what's meaningful in all of our lives and how we view our home, our work, and ourselves. And as a result, we prioritize the human over any transaction. We started focusing on connecting with our customers and meeting them where they were by looking at the products they were buying, helping them build a home with purpose. We had greater emphasis on our digital.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“We've done both, honestly. It's both feet on the pedal. There's no brake involved right now. There's the short-term reaction, whether that's how long ships are waiting at the port or what countries are open or closed. But we've also taken a moment to reposition and been much more strategic on a long-term planning view. You know, I think we've given our vendors views to our growth three years out, whereas previously we're at a much shorter timeframe than that. So it's short-term reaction, but putting plans in place for the future to be able to sustain this amazing growth that we've seen in the last 18 months.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Strategies as much as we can, whether that's eliminating any time we can see in our own transportation system, eliminating time to store it. The advantage we have over some is our stores, right? In using our stores as almost many distribution centers. And that's also taken time out of supply chain.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“I think about it every day, even before we go through the holiday period, it was right upon us, you know, about 12 months ago, maybe even a little bit longer than that, there were whispers of this beginning overseas and in the last 12 months. It has slowly climbed on our shores and into our own yard. So it is something that is on our mind every single day. It is disruption from a vendor base to the ship to the port, to the trucks, to the rising cost of labor in our own stores. We have tried to offset as much as we can within our own supply chain. We've also tried to show tremendous grace to our partners because the beautiful thing is we're all facing this at the same time. We're all learning and we are all trying to get the same thing accomplished. So there is a tremendous amount of teamwork I'm seeing across the industry and sharing of knowledge that I think I've never experienced before. But as far as what's happening with us, you know, we are offset.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT
“Start in the deep dark nights of COVID, and you couldn't tell where the beginning, middle, or end of where we stand today is, but I had to address challenges head on from day one. We needed to make things easy. We needed to make it purposeful, and we needed to make it clear. A big emotional strain that people are working under. This is massive disruption. I would say we're having as much people disruption and labor disruption as we are supply chain disruption. Believed you have to start with trust and the results will come with it. Retail is hard. Retail will kill you if you don't love it. You have to have the passion for what you do, and ultimately I want happy employees.”
2021-12-16 · Masters of Scale · Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes · IDENTIFIED FROM THE TRANSCRIPT