Latest / Omni Talk Retail / Tractor Supply VP Michael Diedrich on What It Takes to Drive "Legendary Service"

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Tractor Supply VP Michael Diedrich on What It Takes to Drive "Legendary Service" · Omni Talk Retail

• 0:00
  Hello,
• 0:00
  everyone.
• 0:00
  This
• 0:00
  is
• 0:01
  Omnitalk
• 0:01
  Retail.
• 0:01
  I'm
• 0:01
  Chris
• 0:02
  Walton.
• 0:02
  And
• 0:02
  I'm
• 0:02
  Man
• 0:02
  Mazinga.
• 0:03
  And
• 0:03
  we
• 0:03
  are
• 0:03
  coming
• 0:04
  to
• 0:04
  you
• 0:04
  once
• 0:04
  again
• 0:04
  to
• 0:04
  kick
• 0:05
  off
• 0:05
  our
• 0:05
  coverage
• 0:05
  of
• 0:06
  NRF
• 0:06
  Day
• 0:06
  3
• 0:07
  of
• 0:07
  the
• 0:07
  Big
• 0:08
  show
• 0:08
  conference
• 0:09
  here
• 0:09
  from
• 0:09
  the
• 0:09
  Vuzion
• 0:10
  Group's
• 0:10
  podcast
• 0:11
  studio,
• 0:11
  which
• 0:12
  you
• 0:12
  can
• 0:12
  find
• 0:12
  in
• 0:12
  booth
• 0:13
  4938.
• 0:14
  Come
• 0:14
  on
• 0:14
  by,
• 0:15
  stop
• 0:15
  by,
• 0:15
  say
• 0:15
  hello.
• 0:16
  We've
• 0:16
  enjoyed
• 0:16
  meeting
• 0:17
  everyone
• 0:17
  for
• 0:17
  the
• 0:17
  last
• 0:17
  couple
• 0:18
  days.
• 0:18
  You
• 0:18
  can
• 0:18
  see
• 0:19
  all
• 0:19
  the
• 0:19
  great
• 0:19
  tech
• 0:19
  within
• 0:20
  the
• 0:20
  booth
• 0:20
  as
• 0:20
  well.
• 0:21
  But
• 0:21
  joining
• 0:21
  us
• 0:21
  today
• 0:22
  and
• 0:22
  to
• 0:22
  start
• 0:22
  the
• 0:23
  day
• 0:23
  off
• 0:23
  is
• 0:24
  in
• 0:24
  Omnistar.
• 0:25
  Oh,
• 0:26
  boy.
• 0:26
  In
• 0:27
  Omnistar.
• 0:27
  Yes.
• 0:28
  To
• 0:28
  what
• 0:28
  do
• 0:28
  we
• 0:28
  owe
• 0:29
  the.
• 0:29
  I
• 0:29
  know.
• 0:30
  What
• 0:30
  a
• 0:30
  special
• 0:30
  day.
• 0:30
  I
• 0:31
  actually
• 0:31
  feel
• 0:31
  like
• 0:32
  it's
• 0:32
  special
• 0:32
  to
• 0:33
  meet
• 0:33
  both
• 0:33
  of
• 0:33
  you
• 0:33
  for
• 0:33
  the
• 0:33
  first
• 0:34
  time.
• 0:35
  So
• 0:35
  this
• 0:35
  is
• 0:35
  a
• 0:35
  big
• 0:36
  deal.
• 0:36
  Yeah.
• 0:36
  Yes,
• 0:37
  it
• 0:37
  will.
• 0:38
  I'm
• 0:38
  happy
• 0:38
  to
• 0:38
  be
• 0:38
  here.
• 0:38
  Yes.
• 0:39
  We're
• 0:39
  excited
• 0:39
  to
• 0:39
  introduce
• 0:40
  our
• 0:40
  Omnistar,
• 0:41
  Michael
• 0:41
  Diedrich,
• 0:41
  the
• 0:41
  vice
• 0:42
  president
• 0:42
  of
• 0:42
  store
• 0:43
  productivity
• 0:43
  at
• 0:43
  Tractor
• 0:44
  Supply.
• 0:45
  Welcome
• 0:45
  to
• 0:45
  Omnitong.
• 0:46
  Thank
• 0:46
  you.
• 0:46
  Glad
• 0:46
  to
• 0:47
  be
• 0:47
  here.
• 0:47
  It's
• 0:47
  great
• 0:47
  to
• 0:47
  have
• 0:48
  you.
• 0:48
  Michael.
• 0:48
  Let's
• 0:48
  start
• 0:49
  a
• 0:49
  little
• 0:49
  bit
• 0:49
  by
• 0:49
  just
• 0:50
  learning
• 0:50
  about
• 0:50
  you
• 0:51
  and
• 0:51
  your
• 0:51
  background
• 0:51
  and
• 0:52
  then
• 0:52
  your
• 0:52
  current
• 0:52
  role
• 0:53
  at
• 0:53
  Tractor
• 0:53
  Supply.
• 0:54
  Yeah,
• 0:54
  thanks
• 0:54
  for
• 0:54
  the
• 0:54
  question.
• 0:56
  Actually,
• 0:56
  in
• 0:56
  a
• 0:56
  couple
• 0:57
  of
• 0:57
  weeks,
• 0:57
  I'll
• 0:57
  celebrate
• 0:58
  23
• 0:58
  years
• 0:58
  with
• 0:58
  tractor
• 0:59
  Supply.
• 0:59
  So
• 0:59
  it's
• 1:00
  been
• 1:00
  a
• 1:00
  little
• 1:00
  while.
• 1:01
  I
• 1:01
  think
• 1:01
  we
• 1:01
  had
• 1:01
  about
• 1:02
  200
• 1:02
  stores
• 1:02
  when
• 1:02
  I
• 1:03
  started,
• 1:03
  so
• 1:03
  it's
• 1:03
  been
• 1:04
  quite
• 1:04
  the.
• 1:04
  Quite
• 1:05
  the
• 1:05
  journey.
• 1:05
  And
• 1:05
  how
• 1:06
  many
• 1:06
  are
• 1:06
  you
• 1:06
  up
• 1:06
  to
• 1:06
  now?
• 1:07
  2300
• 1:08
  as
• 1:08
  of
• 1:09
  a
• 1:09
  couple
• 1:09
  days
• 1:09
  ago.
• 1:09
  Right.
• 1:10
  So,
• 1:10
  yeah,
• 1:10
  very
• 1:10
  excited
• 1:11
  to
• 1:11
  be
• 1:11
  here.
• 1:11
  But,
• 1:11
  yeah,
• 1:11
  23
• 1:12
  years
• 1:12
  with
• 1:12
  tractor
• 1:13
  Supply.
• 1:13
  Always
• 1:14
  on
• 1:14
  the
• 1:14
  operations
• 1:15
  side
• 1:15
  of
• 1:15
  the
• 1:15
  business.
• 1:16
  So
• 1:16
  whether
• 1:16
  that's
• 1:17
  store
• 1:17
  manager,
• 1:17
  district
• 1:18
  manager,
• 1:19
  regional
• 1:19
  manager.
• 1:20
  Then
• 1:20
  I
• 1:21
  had
• 1:21
  the
• 1:21
  opportunity
• 1:21
  to
• 1:21
  go
• 1:21
  to
• 1:21
  the
• 1:22
  store
• 1:22
  support
• 1:22
  center
• 1:23
  just
• 1:23
  outside
• 1:23
  of
• 1:24
  Nashville.
• 1:24
  Nice.
• 1:25
  And
• 1:25
  I
• 1:25
  did
• 1:25
  a
• 1:25
  few
• 1:25
  roles
• 1:26
  there,
• 1:26
  whether
• 1:26
  that
• 1:27
  was
• 1:27
  customer
• 1:27
  solutions
• 1:28
  center,
• 1:28
  some
• 1:29
  strategy.
• 1:30
  Really
• 1:31
  always
• 1:31
  my
• 1:31
  passion
• 1:33
  is
• 1:33
  the
• 1:33
  customer
• 1:33
  and
• 1:34
  the
• 1:34
  team
• 1:34
  member,
• 1:34
  and
• 1:34
  so
• 1:34
  I've
• 1:35
  been
• 1:35
  super
• 1:35
  fortunate.
• 1:36
  Every
• 1:36
  role
• 1:36
  I've
• 1:36
  had
• 1:36
  has
• 1:37
  always
• 1:37
  supported
• 1:37
  either
• 1:38
  one
• 1:38
  of
• 1:38
  those
• 1:38
  two
• 1:38
  folks.
• 1:39
  Team
• 1:39
  member
• 1:40
  and
• 1:40
  our
• 1:40
  customer.
• 1:40
  So.
• 1:41
  And
• 1:41
  today
• 1:42
  my
• 1:42
  official
• 1:42
  title
• 1:43
  is
• 1:43
  store
• 1:43
  productivity,
• 1:44
  which
• 1:44
  I
• 1:44
  think
• 1:44
  means
• 1:45
  a
• 1:45
  lot
• 1:45
  of
• 1:45
  different
• 1:46
  things
• 1:46
  to
• 1:46
  a
• 1:46
  lot
• 1:47
  of
• 1:47
  different
• 1:47
  people.
• 1:47
  Dig
• 1:48
  into
• 1:48
  that
• 1:48
  a
• 1:48
  little
• 1:48
  bit.
• 1:48
  Yeah,
• 1:49
  it
• 1:49
  can
• 1:49
  be
• 1:49
  a
• 1:49
  little
• 1:50
  boring
• 1:50
  depending
• 1:51
  on
• 1:51
  how
• 1:51
  you
• 1:51
  look
• 1:51
  at
• 1:51
  it.
• 1:51
  But
• 1:52
  no,
• 1:52
  honestly,
• 1:53
  my
• 1:53
  role
• 1:53
  today
• 1:53
  and
• 1:54
  my
• 1:54
  team's
• 1:54
  role
• 1:54
  is
• 1:55
  all
• 1:55
  about
• 1:55
  making
• 1:55
  sure
• 1:56
  our
• 1:56
  team
• 1:56
  members
• 1:57
  have
• 1:57
  as
• 1:57
  much
• 1:57
  time
• 1:57
  as
• 1:58
  possible
• 1:58
  in
• 1:58
  front
• 1:58
  of
• 1:58
  the
• 1:59
  customer
• 1:59
  at
• 2:00
  the
• 2:00
  end
• 2:00
  of
• 2:00
  the
• 2:00
  day.
• 2:00
  Like,
• 2:01
  we
• 2:01
  are
• 2:01
  so
• 2:01
  good
• 2:01
  at
• 2:02
  overcomplicating
• 2:03
  this
• 2:03
  business,
• 2:04
  but
• 2:04
  I
• 2:05
  want
• 2:05
  our
• 2:05
  team
• 2:05
  members
• 2:06
  to
• 2:06
  be
• 2:06
  armed
• 2:07
  with
• 2:07
  the
• 2:07
  information
• 2:07
  they
• 2:08
  need
• 2:08
  at
• 2:08
  the
• 2:08
  moment,
• 2:09
  they
• 2:09
  step
• 2:09
  in
• 2:09
  front
• 2:09
  of
• 2:09
  the
• 2:09
  customer.
• 2:10
  And
• 2:10
  so
• 2:10
  that's
• 2:10
  how
• 2:10
  we
• 2:10
  look
• 2:11
  at
• 2:11
  productivity.
• 2:12
  How
• 2:12
  do
• 2:12
  we
• 2:12
  get
• 2:12
  the
• 2:12
  most
• 2:12
  time
• 2:13
  possible
• 2:13
  in
• 2:14
  front
• 2:14
  of
• 2:14
  those
• 2:14
  customers?
• 2:14
  That's
• 2:15
  a
• 2:15
  really
• 2:15
  cool
• 2:15
  metric.
• 2:16
  It's
• 2:16
  really
• 2:16
  interesting.
• 2:16
  Really
• 2:17
  interesting
• 2:17
  way
• 2:17
  to
• 2:17
  think
• 2:17
  about
• 2:17
  it.
• 2:17
  I've
• 2:17
  never
• 2:18
  heard
• 2:18
  about
• 2:18
  that
• 2:18
  before.
• 2:19
  And
• 2:19
  so
• 2:19
  you
• 2:19
  grew
• 2:19
  up
• 2:20
  in
• 2:20
  the
• 2:20
  field.
• 2:20
  I
• 2:20
  did.
• 2:21
  Right.
• 2:21
  You
• 2:21
  grew
• 2:21
  up
• 2:21
  in
• 2:22
  the
• 2:22
  stores.
• 2:22
  I
• 2:22
  did.
• 2:23
  We
• 2:23
  always
• 2:23
  love
• 2:23
  when
• 2:23
  we
• 2:23
  have
• 2:24
  field
• 2:24
  leaders
• 2:24
  on
• 2:24
  our
• 2:25
  show.
• 2:26
  It's
• 2:26
  a
• 2:26
  rare
• 2:26
  treat,
• 2:27
  honestly,
• 2:27
  a
• 2:27
  lot
• 2:28
  of
• 2:28
  times
• 2:28
  when
• 2:28
  we're
• 2:28
  doing
• 2:28
  these
• 2:28
  interviews.
• 2:29
  So
• 2:29
  it's
• 2:29
  great
• 2:29
  to
• 2:29
  talk
• 2:29
  to
• 2:29
  somebody
• 2:30
  that
• 2:30
  grew
• 2:30
  up
• 2:30
  in
• 2:30
  the
• 2:30
  stores.
• 2:31
  So
• 2:31
  I'm
• 2:31
  curious.
• 2:31
  You
• 2:32
  mentioned
• 2:32
  productivity.
• 2:33
  As
• 2:33
  a
• 2:34
  former
• 2:34
  field
• 2:34
  leader,
• 2:34
  too,
• 2:34
  I'm
• 2:35
  always
• 2:35
  curious
• 2:35
  about
• 2:35
  this
• 2:35
  question.
• 2:36
  How
• 2:36
  does
• 2:36
  Tractor
• 2:36
  Supply
• 2:37
  measure
• 2:37
  the
• 2:37
  productivity
• 2:38
  or
• 2:38
  performance
• 2:38
  of
• 2:39
  one
• 2:39
  store
• 2:39
  relative
• 2:39
  to
• 2:40
  another?
• 2:40
  Yeah,
• 2:40
  that
• 2:41
  is
• 2:41
  a
• 2:41
  great
• 2:41
  and
• 2:42
  difficult
• 2:42
  question.
• 2:43
  I'll
• 2:43
  start
• 2:43
  with
• 2:44
  this.
• 2:44
  We
• 2:45
  think
• 2:45
  it's
• 2:45
  really
• 2:45
  important
• 2:46
  to
• 2:46
  spend
• 2:46
  as
• 2:46
  much
• 2:47
  time
• 2:47
  as
• 2:47
  possible
• 2:47
  in
• 2:48
  the
• 2:48
  field.
• 2:48
  Okay.
• 2:49
  Our
• 2:49
  best
• 2:49
  ideas,
• 2:50
  and
• 2:50
  this
• 2:50
  is
• 2:51
  proven
• 2:51
  out
• 2:51
  time
• 2:51
  after
• 2:52
  time,
• 2:52
  our
• 2:52
  best
• 2:52
  ideas
• 2:53
  are
• 2:53
  going
• 2:53
  to
• 2:53
  come
• 2:53
  from
• 2:53
  the
• 2:54
  people
• 2:54
  doing
• 2:54
  the
• 2:54
  work.
• 2:55
  So
• 2:55
  my
• 2:55
  team,
• 2:55
  actually
• 2:56
  my
• 2:56
  entire
• 2:56
  team
• 2:56
  is
• 2:57
  remote
• 2:57
  different
• 2:58
  areas
• 2:58
  of
• 2:58
  the
• 2:58
  country.
• 2:58
  So,
• 2:59
  yeah,
• 2:59
  we
• 3:00
  are
• 3:00
  always
• 3:00
  out
• 3:01
  in
• 3:01
  the
• 3:01
  stores
• 3:02
  doing
• 3:02
  the
• 3:02
  work
• 3:02
  and
• 3:03
  trying
• 3:03
  to
• 3:03
  understand
• 3:04
  how
• 3:05
  to
• 3:05
  make
• 3:05
  those
• 3:05
  stores
• 3:05
  as
• 3:06
  productive
• 3:06
  as
• 3:06
  possible.
• 3:07
  So
• 3:07
  I'll
• 3:07
  kind
• 3:07
  of
• 3:08
  start
• 3:08
  with
• 3:08
  that.
• 3:08
  From
• 3:08
  a
• 3:09
  metric
• 3:09
  standpoint,
• 3:10
  though.
• 3:10
  Yeah,
• 3:11
  I
• 3:11
  guess
• 3:11
  a
• 3:11
  lot
• 3:11
  of
• 3:11
  people
• 3:12
  listening
• 3:12
  will
• 3:12
  probably
• 3:12
  feel
• 3:12
  the
• 3:13
  same
• 3:13
  way.
• 3:13
  We
• 3:13
  have
• 3:14
  a
• 3:14
  lot
• 3:14
  of
• 3:14
  metrics.
• 3:14
  Yeah,
• 3:15
  right,
• 3:15
  right.
• 3:16
  I
• 3:16
  would
• 3:16
  be
• 3:16
  hesitant
• 3:17
  to
• 3:17
  give
• 3:17
  you
• 3:17
  a
• 3:17
  number
• 3:18
  because
• 3:18
  it
• 3:18
  is
• 3:18
  a
• 3:18
  lot
• 3:19
  of
• 3:19
  metrics.
• 3:19
  But
• 3:19
  we
• 3:19
  do
• 3:20
  have
• 3:20
  a
• 3:21
  very
• 3:21
  specific
• 3:21
  way
• 3:21
  we
• 3:22
  look
• 3:22
  at
• 3:22
  the
• 3:22
  stores.
• 3:22
  You
• 3:22
  know,
• 3:22
  we're
• 3:23
  going
• 3:23
  to
• 3:23
  look
• 3:23
  at
• 3:23
  very
• 3:24
  usual
• 3:24
  things
• 3:24
  everyone
• 3:25
  else
• 3:25
  does.
• 3:25
  It's
• 3:25
  going
• 3:25
  to
• 3:26
  be
• 3:26
  CX
• 3:26
  metrics.
• 3:27
  It's
• 3:27
  going
• 3:27
  to
• 3:27
  be
• 3:27
  sales.
• 3:28
  We
• 3:28
  assign
• 3:29
  very
• 3:29
  specific
• 3:30
  goals
• 3:31
  to
• 3:31
  our
• 3:31
  stores
• 3:32
  that
• 3:32
  our
• 3:32
  district
• 3:32
  managers
• 3:33
  and
• 3:33
  regional
• 3:33
  managers
• 3:34
  are
• 3:34
  responsible
• 3:34
  for.
• 3:35
  But
• 3:36
  the
• 3:36
  end
• 3:36
  of
• 3:36
  the
• 3:36
  day,
• 3:37
  I
• 3:37
  think
• 3:37
  at
• 3:38
  our
• 3:38
  level,
• 3:38
  we
• 3:39
  have
• 3:39
  all
• 3:39
  the
• 3:39
  metrics
• 3:39
  we
• 3:40
  need
• 3:40
  to
• 3:40
  make
• 3:40
  sure
• 3:40
  our
• 3:40
  stores
• 3:41
  are
• 3:41
  successful.
• 3:42
  Where
• 3:43
  the
• 3:43
  rub
• 3:43
  or
• 3:43
  where
• 3:43
  the
• 3:44
  opportunity
• 3:45
  is
• 3:45
  is
• 3:45
  that's
• 3:46
  just
• 3:46
  too
• 3:46
  much
• 3:46
  in
• 3:46
  the
• 3:46
  field.
• 3:47
  Right.
• 3:47
  It
• 3:47
  can
• 3:47
  become
• 3:47
  overwhelming.
• 3:48
  What's
• 3:49
  the
• 3:49
  most
• 3:49
  important
• 3:49
  metric
• 3:50
  if
• 3:50
  I'm
• 3:50
  a
• 3:50
  store
• 3:51
  leader,
• 3:51
  a
• 3:51
  store
• 3:51
  manager,
• 3:52
  even
• 3:52
  a
• 3:52
  team
• 3:52
  member,
• 3:53
  what
• 3:53
  is
• 3:53
  it
• 3:54
  Tractor
• 3:54
  Supply
• 3:55
  wants
• 3:55
  me
• 3:55
  to
• 3:55
  do?
• 3:55
  What's
• 3:56
  the
• 3:56
  most
• 3:56
  important
• 3:56
  thing
• 3:57
  to
• 3:57
  me,
• 3:58
  and
• 3:58
  so
• 3:58
  I
• 3:58
  think
• 3:58
  that
• 3:59
  is
• 3:59
  probably
• 4:00
  pretty
• 4:00
  common
• 4:00
  among
• 4:00
  a
• 4:01
  lot
• 4:01
  of
• 4:01
  retailers,
• 4:01
  is
• 4:02
  how
• 4:02
  do
• 4:02
  you
• 4:02
  boil
• 4:02
  that
• 4:03
  down
• 4:03
  to
• 4:04
  the
• 4:04
  most
• 4:04
  important
• 4:05
  things?
• 4:05
  And
• 4:06
  I
• 4:06
  would
• 4:07
  say
• 4:07
  we've
• 4:07
  gotten
• 4:08
  better
• 4:08
  at
• 4:08
  it.
• 4:08
  Every
• 4:09
  year
• 4:09
  we
• 4:09
  get
• 4:09
  better
• 4:09
  at
• 4:10
  it
• 4:10
  and
• 4:10
  we
• 4:10
  Continue
• 4:11
  to
• 4:11
  utilize
• 4:11
  technology
• 4:13
  to
• 4:13
  help
• 4:13
  get
• 4:14
  smarter
• 4:14
  about
• 4:14
  what
• 4:14
  those
• 4:15
  metrics
• 4:15
  should
• 4:15
  be.
• 4:16
  Yeah,
• 4:16
  well,
• 4:16
  and
• 4:16
  that's
• 4:16
  the
• 4:16
  art
• 4:17
  of
• 4:17
  the
• 4:17
  store
• 4:17
  manager
• 4:17
  too,
• 4:18
  really,
• 4:18
  is
• 4:18
  to
• 4:18
  understand
• 4:19
  and
• 4:19
  sort
• 4:19
  through
• 4:20
  what
• 4:20
  are
• 4:20
  the
• 4:20
  different
• 4:20
  priorities
• 4:21
  in
• 4:21
  a
• 4:21
  given
• 4:21
  day
• 4:22
  in
• 4:22
  your
• 4:22
  store
• 4:23
  to
• 4:23
  understand
• 4:23
  what
• 4:23
  you
• 4:23
  need
• 4:24
  to
• 4:24
  do.
• 4:24
  I
• 4:24
  used
• 4:24
  to
• 4:24
  have
• 4:24
  a
• 4:24
  metric
• 4:25
  that
• 4:25
  I
• 4:25
  used
• 4:25
  to
• 4:25
  use
• 4:26
  when
• 4:26
  I
• 4:26
  was
• 4:26
  in
• 4:26
  the
• 4:26
  field.
• 4:27
  You
• 4:27
  know,
• 4:27
  it
• 4:27
  was
• 4:27
  called
• 4:27
  sogt.
• 4:28
  It
• 4:28
  was,
• 4:28
  how
• 4:29
  are
• 4:29
  your
• 4:29
  sales?
• 4:29
  How
• 4:29
  are
• 4:29
  your
• 4:30
  operations?
• 4:30
  How's
• 4:30
  your.
• 4:31
  For
• 4:31
  us,
• 4:31
  it
• 4:31
  was
• 4:31
  guest
• 4:32
  customer
• 4:32
  experience
• 4:33
  scores.
• 4:33
  And
• 4:33
  then
• 4:33
  of
• 4:34
  course,
• 4:34
  how's
• 4:34
  your
• 4:34
  team,
• 4:35
  too?
• 4:35
  Because
• 4:35
  your
• 4:36
  team
• 4:36
  engaged.
• 4:36
  What's
• 4:36
  the
• 4:36
  turnover
• 4:37
  look
• 4:37
  like?
• 4:37
  All
• 4:37
  those
• 4:37
  things.
• 4:38
  Absolutely
• 4:38
  right.
• 4:38
  Those
• 4:38
  are.
• 4:39
  Those
• 4:39
  are
• 4:39
  really
• 4:39
  the
• 4:39
  four
• 4:39
  buckets,
• 4:40
  I
• 4:40
  think
• 4:40
  that
• 4:40
  fall.
• 4:41
  We
• 4:41
  have
• 4:41
  those
• 4:41
  same
• 4:41
  buckets.
• 4:42
  Yeah,
• 4:42
  I
• 4:42
  imagine
• 4:42
  you
• 4:42
  do.
• 4:43
  Most
• 4:43
  important
• 4:43
  to
• 4:43
  us,
• 4:43
  though,
• 4:44
  is
• 4:44
  the
• 4:45
  interaction
• 4:45
  with
• 4:45
  the
• 4:45
  customer.
• 4:46
  Again,
• 4:47
  this
• 4:47
  whole
• 4:47
  business
• 4:48
  boils
• 4:48
  down
• 4:48
  to
• 4:48
  people.
• 4:49
  And
• 4:49
  that
• 4:49
  moment
• 4:50
  we
• 4:50
  get
• 4:50
  to
• 4:50
  stand
• 4:51
  in
• 4:51
  front
• 4:51
  of
• 4:51
  one
• 4:51
  of
• 4:51
  our
• 4:52
  Tractor
• 4:52
  Supply
• 4:52
  customers.
• 4:53
  Do
• 4:53
  you
• 4:53
  measure
• 4:53
  that
• 4:53
  in
• 4:54
  any
• 4:54
  way?
• 4:54
  I'm
• 4:54
  curious.
• 4:55
  Like,
• 4:55
  how
• 4:55
  do
• 4:55
  you
• 4:55
  measure
• 4:56
  whether
• 4:56
  or
• 4:56
  not
• 4:57
  your
• 4:58
  employees
• 4:58
  are
• 4:58
  able
• 4:58
  to
• 4:58
  spend
• 4:59
  more
• 4:59
  time
• 4:59
  with
• 4:59
  their
• 5:00
  customers?
• 5:01
  We
• 5:01
  do.
• 5:02
  We
• 5:02
  do
• 5:02
  it
• 5:02
  through
• 5:02
  a
• 5:03
  variety
• 5:03
  of
• 5:03
  different
• 5:03
  ways.
• 5:04
  We
• 5:04
  have
• 5:04
  a
• 5:04
  lot
• 5:04
  of
• 5:04
  CX
• 5:05
  metrics
• 5:05
  that
• 5:05
  we
• 5:05
  measure.
• 5:06
  Service
• 5:06
  Management
• 5:07
  Group
• 5:07
  is
• 5:07
  our
• 5:07
  third
• 5:07
  party
• 5:08
  that
• 5:08
  helps
• 5:08
  measure
• 5:08
  the
• 5:08
  customer
• 5:09
  experience.
• 5:09
  So
• 5:10
  our
• 5:10
  stores
• 5:11
  have
• 5:11
  access
• 5:11
  to
• 5:11
  that.
• 5:11
  Obviously,
• 5:12
  as
• 5:12
  you
• 5:12
  go
• 5:12
  up
• 5:13
  in
• 5:13
  the
• 5:13
  organization,
• 5:13
  we
• 5:13
  have
• 5:13
  access
• 5:14
  to
• 5:14
  it,
• 5:14
  but
• 5:14
  we're
• 5:14
  constantly
• 5:15
  looking
• 5:15
  at
• 5:16
  what
• 5:16
  is
• 5:16
  that
• 5:16
  experience.
• 5:17
  And
• 5:17
  you
• 5:17
  all
• 5:17
  probably
• 5:18
  know
• 5:18
  we've
• 5:18
  been
• 5:18
  recognized
• 5:19
  a
• 5:19
  few
• 5:19
  times
• 5:19
  now
• 5:19
  through
• 5:19
  Forbes
• 5:20
  and
• 5:20
  ACSI
• 5:21
  as
• 5:21
  having
• 5:21
  really
• 5:22
  great
• 5:22
  customer
• 5:23
  service.
• 5:23
  So
• 5:24
  we
• 5:24
  know
• 5:24
  it's
• 5:24
  working,
• 5:25
  but
• 5:25
  we've
• 5:25
  got
• 5:25
  to
• 5:25
  continue
• 5:26
  to
• 5:26
  be
• 5:26
  relentless
• 5:27
  about
• 5:27
  getting
• 5:27
  in
• 5:28
  front
• 5:28
  of
• 5:28
  that
• 5:28
  customer.
• 5:29
  So
• 5:30
  one
• 5:30
  of
• 5:30
  the
• 5:30
  things
• 5:31
  you
• 5:31
  called
• 5:31
  out
• 5:31
  that
• 5:32
  I
• 5:32
  didn't
• 5:33
  even
• 5:33
  realize
• 5:33
  that
• 5:33
  your
• 5:33
  whole
• 5:33
  team
• 5:34
  was
• 5:34
  remote,
• 5:34
  I
• 5:34
  think
• 5:34
  that's
• 5:35
  even
• 5:35
  more.
• 5:35
  It's
• 5:35
  really
• 5:36
  interesting.
• 5:36
  But
• 5:37
  one
• 5:37
  thing
• 5:37
  that
• 5:37
  I've
• 5:37
  always
• 5:38
  appreciated
• 5:38
  about
• 5:39
  all
• 5:39
  the
• 5:39
  people
• 5:39
  at
• 5:39
  Tractor
• 5:40
  Supply
• 5:40
  that
• 5:40
  we've
• 5:40
  talked
• 5:41
  to
• 5:41
  is
• 5:41
  that
• 5:42
  from
• 5:42
  your
• 5:43
  chief
• 5:43
  supply
• 5:43
  chain
• 5:43
  officer,
• 5:44
  Colin
• 5:44
  Yankee,
• 5:45
  right
• 5:45
  down
• 5:46
  to,
• 5:46
  you
• 5:46
  know,
• 5:47
  the.
• 5:47
  The
• 5:48
  like
• 5:48
  person
• 5:48
  just
• 5:49
  kind
• 5:49
  of
• 5:49
  coming
• 5:49
  up
• 5:49
  in
• 5:49
  the
• 5:49
  organization,
• 5:50
  they
• 5:51
  are
• 5:51
  in
• 5:51
  the
• 5:51
  stores
• 5:52
  all
• 5:52
  the
• 5:52
  time.
• 5:53
  Hal
• 5:53
  Lotton,
• 5:53
  your
• 5:54
  CEO,
• 5:54
  we
• 5:54
  were
• 5:54
  just
• 5:54
  talking
• 5:55
  about
• 5:55
  in
• 5:55
  the
• 5:56
  stores
• 5:56
  all
• 5:56
  the
• 5:56
  time.
• 5:57
  Now
• 5:57
  that
• 5:57
  is
• 5:58
  amazing.
• 5:59
  But
• 5:59
  when
• 6:00
  we're
• 6:00
  talking
• 6:00
  about
• 6:00
  what
• 6:01
  metrics
• 6:01
  your
• 6:01
  store's
• 6:02
  teams
• 6:02
  need
• 6:02
  to
• 6:02
  follow
• 6:03
  sometimes
• 6:03
  I
• 6:04
  imagine
• 6:04
  while
• 6:04
  it's,
• 6:05
  yes,
• 6:05
  you
• 6:05
  have.
• 6:06
  You
• 6:06
  have
• 6:06
  these
• 6:06
  points
• 6:07
  that
• 6:07
  you're
• 6:07
  trying
• 6:07
  to
• 6:07
  hit
• 6:07
  on,
• 6:08
  there's
• 6:08
  still
• 6:08
  things
• 6:09
  that
• 6:09
  Hal
• 6:09
  will
• 6:09
  see
• 6:09
  when
• 6:09
  he
• 6:10
  comes
• 6:10
  into
• 6:10
  the
• 6:10
  store
• 6:11
  that
• 6:11
  you'll
• 6:12
  see
• 6:12
  that
• 6:12
  Colin
• 6:12
  will
• 6:13
  see
• 6:13
  when
• 6:13
  they
• 6:13
  come
• 6:13
  into
• 6:13
  the
• 6:13
  store.
• 6:14
  And
• 6:14
  so
• 6:14
  one
• 6:14
  of
• 6:14
  the
• 6:14
  things
• 6:14
  that
• 6:15
  you've
• 6:15
  adopted
• 6:15
  as
• 6:16
  a
• 6:16
  team
• 6:16
  is
• 6:17
  Corso's
• 6:18
  AI
• 6:18
  copilot.
• 6:18
  Yes.
• 6:19
  So
• 6:19
  I'm
• 6:19
  curious
• 6:19
  to
• 6:20
  understand
• 6:20
  how
• 6:21
  like,
• 6:21
  that
• 6:22
  gives
• 6:22
  you.
• 6:23
  Yes,
• 6:23
  you
• 6:23
  can
• 6:24
  each
• 6:24
  put
• 6:24
  your
• 6:24
  priorities
• 6:25
  into
• 6:25
  that
• 6:25
  list,
• 6:25
  but
• 6:25
  that's
• 6:26
  kind
• 6:26
  of
• 6:26
  helping
• 6:26
  the
• 6:26
  associates
• 6:27
  know.
• 6:27
  Okay,
• 6:28
  we
• 6:28
  have
• 6:28
  a
• 6:29
  store
• 6:29
  visit
• 6:29
  coming
• 6:29
  up.
• 6:30
  How
• 6:30
  do
• 6:30
  we
• 6:30
  know
• 6:30
  that
• 6:31
  we're
• 6:31
  maximizing,
• 6:32
  you
• 6:32
  know,
• 6:33
  what
• 6:33
  our
• 6:33
  leadership
• 6:34
  is
• 6:34
  expecting
• 6:35
  of
• 6:35
  us,
• 6:35
  but
• 6:35
  then
• 6:35
  most
• 6:36
  importantly,
• 6:36
  how
• 6:36
  we
• 6:36
  get
• 6:37
  that
• 6:37
  time
• 6:37
  in
• 6:37
  front
• 6:37
  of
• 6:37
  the
• 6:37
  customer.
• 6:38
  How
• 6:38
  is
• 6:38
  copilot
• 6:39
  helping
• 6:39
  your
• 6:39
  team?
• 6:40
  Yes.
• 6:40
  So
• 6:41
  to
• 6:41
  be
• 6:41
  clear,
• 6:41
  the
• 6:42
  most
• 6:42
  important
• 6:42
  visit
• 6:42
  in
• 6:43
  a
• 6:43
  tractor
• 6:43
  supply
• 6:43
  store
• 6:43
  is
• 6:44
  from
• 6:44
  the
• 6:44
  customer.
• 6:44
  So
• 6:45
  that's
• 6:45
  our
• 6:45
  mentality.
• 6:45
  We
• 6:46
  can
• 6:46
  all
• 6:46
  visit
• 6:46
  the
• 6:46
  store
• 6:46
  all
• 6:47
  day
• 6:47
  long.
• 6:47
  None
• 6:47
  of
• 6:47
  that
• 6:47
  matters.
• 6:48
  All
• 6:48
  that
• 6:48
  really
• 6:49
  matters
• 6:49
  is.
• 6:49
  Well
• 6:49
  said.
• 6:50
  Yeah.
• 6:50
  But
• 6:51
  certainly
• 6:51
  we
• 6:51
  do.
• 6:51
  You
• 6:52
  know,
• 6:52
  we
• 6:52
  get
• 6:52
  out
• 6:52
  in
• 6:52
  the
• 6:52
  store,
• 6:53
  we
• 6:53
  see
• 6:53
  a
• 6:53
  lot
• 6:53
  of
• 6:53
  things.
• 6:54
  I
• 6:54
  am
• 6:54
  delighted
• 6:55
  to
• 6:55
  talk
• 6:55
  about
• 6:55
  Corso.
• 6:56
  I
• 6:56
  actually
• 6:56
  get
• 6:56
  the
• 6:56
  opportunity
• 6:57
  later
• 6:57
  today
• 6:57
  to
• 6:57
  present
• 6:57
  with
• 6:58
  Julian
• 6:58
  Mills,
• 6:58
  the
• 6:58
  CEO
• 6:59
  of
• 7:00
  Corso.
• 7:00
  We're.
• 7:00
  We're
• 7:00
  on
• 7:01
  the
• 7:01
  stage
• 7:01
  here
• 7:01
  and
• 7:02
  super
• 7:02
  excited
• 7:02
  about
• 7:03
  that
• 7:03
  because
• 7:03
  back
• 7:04
  to
• 7:04
  the
• 7:04
  point
• 7:04
  about
• 7:04
  too
• 7:05
  many
• 7:05
  metrics
• 7:05
  and
• 7:05
  how
• 7:06
  do
• 7:06
  you
• 7:06
  slim
• 7:06
  it
• 7:06
  down?
• 7:06
  That's
• 7:07
  exactly
• 7:07
  what
• 7:07
  Corso
• 7:08
  does.
• 7:08
  So
• 7:08
  we
• 7:08
  did
• 7:09
  a
• 7:09
  pilot
• 7:09
  with
• 7:09
  Corso
• 7:10
  a
• 7:10
  couple
• 7:10
  years
• 7:11
  ago.
• 7:11
  The
• 7:11
  pilot
• 7:12
  was
• 7:12
  extremely
• 7:13
  successful.
• 7:14
  I
• 7:14
  was
• 7:15
  skeptical.
• 7:16
  I
• 7:16
  would
• 7:16
  say,
• 7:17
  yeah,
• 7:18
  yeah,
• 7:18
  hear
• 7:18
  the
• 7:18
  buzzwords.
• 7:19
  AI
• 7:19
  and
• 7:20
  technology
• 7:20
  and
• 7:20
  all.
• 7:21
  Everything
• 7:21
  the
• 7:22
  technology
• 7:22
  is
• 7:22
  going
• 7:22
  to
• 7:22
  do
• 7:22
  for
• 7:23
  you,
• 7:23
  but
• 7:23
  in
• 7:23
  the
• 7:23
  moment
• 7:24
  it
• 7:24
  gets
• 7:24
  in
• 7:24
  the
• 7:24
  store,
• 7:25
  like,
• 7:25
  is
• 7:25
  it
• 7:25
  really
• 7:25
  going
• 7:26
  to
• 7:26
  resonate
• 7:26
  with
• 7:27
  the
• 7:27
  team?
• 7:27
  And,
• 7:27
  yeah,
• 7:28
  I
• 7:28
  will
• 7:28
  tell
• 7:28
  you,
• 7:29
  beyond
• 7:29
  just
• 7:29
  being
• 7:29
  a
• 7:30
  great
• 7:30
  group
• 7:30
  of
• 7:30
  people
• 7:30
  to
• 7:30
  work
• 7:31
  with,
• 7:31
  like
• 7:31
  an
• 7:31
  excellent
• 7:32
  group
• 7:32
  of
• 7:32
  people
• 7:32
  at
• 7:32
  Corso,
• 7:33
  it
• 7:34
  is
• 7:34
  driving
• 7:34
  significant
• 7:35
  results.
• 7:36
  What
• 7:36
  kind
• 7:36
  of
• 7:36
  stuff
• 7:36
  are
• 7:37
  you
• 7:37
  seeing
• 7:37
  that
• 7:37
  caused
• 7:38
  the
• 7:38
  most
• 7:38
  immediate
• 7:38
  impact?
• 7:39
  The
• 7:39
  most
• 7:39
  immediate
• 7:40
  impact
• 7:40
  comes
• 7:40
  from
• 7:40
  what
• 7:40
  we
• 7:40
  call
• 7:41
  sales
• 7:41
  missions.
• 7:42
  So
• 7:42
  of
• 7:42
  course
• 7:42
  we
• 7:42
  call
• 7:43
  them
• 7:43
  missions.
• 7:44
  We
• 7:44
  really
• 7:45
  went
• 7:45
  out
• 7:45
  of
• 7:45
  the
• 7:45
  gate
• 7:46
  just
• 7:46
  talking
• 7:46
  about
• 7:47
  how
• 7:47
  to
• 7:47
  drive
• 7:47
  sales.
• 7:48
  Okay,
• 7:48
  so
• 7:49
  you
• 7:49
  might
• 7:50
  get
• 7:50
  a
• 7:50
  mission
• 7:50
  on.
• 7:51
  Just
• 7:51
  think
• 7:51
  of
• 7:52
  anything.
• 7:52
  You
• 7:52
  know,
• 7:52
  we
• 7:52
  sell
• 7:52
  a
• 7:53
  lot
• 7:53
  of
• 7:53
  pet
• 7:53
  food
• 7:53
  and
• 7:53
  livestock
• 7:54
  feed.
• 7:54
  You
• 7:55
  might
• 7:55
  get
• 7:55
  a
• 7:55
  mission
• 7:55
  that
• 7:55
  says
• 7:56
  your
• 7:56
  store
• 7:56
  is
• 7:56
  underperforming
• 7:57
  stores
• 7:58
  like
• 7:58
  you
• 7:58
  in
• 7:59
  this
• 7:59
  particular
• 7:59
  category.
• 8:00
  What
• 8:00
  Corso
• 8:01
  allows
• 8:01
  the
• 8:01
  store
• 8:01
  to
• 8:02
  do,
• 8:02
  though,
• 8:02
  is
• 8:02
  figure
• 8:02
  out
• 8:02
  the
• 8:03
  day,
• 8:03
  the
• 8:03
  time
• 8:04
  of
• 8:04
  day,
• 8:05
  the
• 8:05
  day
• 8:06
  of
• 8:06
  week,
• 8:06
  that.
• 8:06
  That
• 8:07
  sales
• 8:07
  of
• 8:08
  that
• 8:08
  particular.
• 8:08
  In
• 8:08
  this
• 8:09
  case,
• 8:09
  actually,
• 8:09
  the
• 8:09
  SKU
• 8:10
  level
• 8:10
  is
• 8:11
  underperforming.
• 8:12
  More
• 8:13
  important,
• 8:13
  though,
• 8:13
  is
• 8:14
  Corso
• 8:14
  guides
• 8:15
  the
• 8:15
  store
• 8:15
  on
• 8:16
  what
• 8:16
  actions
• 8:16
  it
• 8:16
  take.
• 8:17
  So
• 8:17
  we're
• 8:17
  not
• 8:17
  just
• 8:17
  going
• 8:18
  out
• 8:18
  there
• 8:18
  saying,
• 8:18
  hey,
• 8:18
  you've
• 8:18
  got
• 8:19
  an
• 8:19
  issue.
• 8:19
  You
• 8:19
  should
• 8:19
  sell
• 8:20
  more
• 8:20
  of
• 8:20
  this.
• 8:20
  I'm
• 8:20
  guessing
• 8:20
  the
• 8:21
  store
• 8:21
  probably
• 8:21
  already
• 8:22
  realizes
• 8:22
  they
• 8:22
  want
• 8:23
  to
• 8:23
  sell
• 8:23
  more
• 8:23
  stuff.
• 8:24
  But
• 8:24
  we're.
• 8:24
  We're
• 8:25
  helping
• 8:25
  them
• 8:25
  with
• 8:25
  the
• 8:25
  actions
• 8:26
  to
• 8:26
  take
• 8:26
  that.
• 8:27
  And
• 8:27
  the
• 8:27
  one
• 8:28
  thing
• 8:28
  I
• 8:28
  will
• 8:28
  say
• 8:28
  about
• 8:28
  Corso
• 8:29
  is
• 8:29
  it's
• 8:29
  very.
• 8:31
  It's
• 8:31
  very
• 8:31
  visual.
• 8:32
  Yeah.
• 8:33
  And
• 8:33
  our
• 8:33
  stores
• 8:34
  are
• 8:34
  extremely
• 8:34
  competitive.
• 8:35
  And
• 8:35
  so
• 8:35
  there's
• 8:35
  a
• 8:36
  chart
• 8:36
  in
• 8:36
  Corso
• 8:37
  and
• 8:37
  you
• 8:37
  see
• 8:38
  as
• 8:38
  the.
• 8:38
  See
• 8:38
  how
• 8:38
  you
• 8:38
  stack
• 8:38
  up.
• 8:39
  You
• 8:39
  see
• 8:40
  the
• 8:40
  dip
• 8:40
  and
• 8:40
  when
• 8:41
  the
• 8:41
  mission
• 8:41
  kicks
• 8:42
  off.
• 8:42
  And
• 8:42
  then
• 8:42
  the
• 8:42
  stores
• 8:43
  love
• 8:43
  to
• 8:43
  watch
• 8:43
  themselves
• 8:44
  climb
• 8:44
  up
• 8:44
  into
• 8:44
  the
• 8:44
  green.
• 8:45
  It
• 8:45
  is
• 8:45
  motivator
• 8:46
  in
• 8:46
  the
• 8:46
  field.
• 8:47
  It
• 8:47
  is
• 8:47
  the
• 8:47
  best
• 8:47
  motivator.
• 8:48
  93%
• 8:49
  engagement.
• 8:49
  And
• 8:50
  we've
• 8:50
  held
• 8:50
  that
• 8:50
  strong
• 8:50
  since
• 8:51
  the
• 8:51
  day
• 8:51
  we
• 8:51
  rolled
• 8:51
  out.
• 8:51
  Which
• 8:52
  find
• 8:52
  me
• 8:52
  another
• 8:53
  thing
• 8:53
  that
• 8:53
  you
• 8:53
  can
• 8:53
  put
• 8:54
  into
• 8:54
  a
• 8:54
  chain
• 8:54
  with
• 8:55
  50,000
• 8:55
  team
• 8:55
  members
• 8:56
  that
• 8:56
  you
• 8:56
  get
• 8:57
  93%
• 8:57
  engagement.
• 8:58
  Our
• 8:58
  team
• 8:58
  members
• 8:58
  love
• 8:58
  it.
• 8:59
  Yeah.
• 8:59
  I
• 8:59
  want
• 8:59
  to
• 8:59
  go
• 8:59
  back
• 8:59
  to
• 9:00
  answer
• 9:00
  question
• 9:00
  a
• 9:00
  little
• 9:00
  bit
• 9:00
  though
• 9:00
  too,
• 9:01
  because
• 9:01
  I
• 9:01
  think
• 9:01
  it
• 9:01
  brings
• 9:01
  up
• 9:01
  an
• 9:01
  interesting
• 9:02
  point
• 9:02
  too
• 9:02
  is
• 9:02
  so
• 9:03
  since
• 9:03
  you've
• 9:03
  rolled
• 9:03
  that
• 9:03
  out,
• 9:04
  how
• 9:05
  have
• 9:05
  the
• 9:05
  store
• 9:06
  visits
• 9:06
  from
• 9:06
  the
• 9:06
  leadership
• 9:07
  changed
• 9:07
  or
• 9:07
  adapted
• 9:08
  to
• 9:08
  the
• 9:09
  technology?
• 9:09
  Like,
• 9:09
  how
• 9:09
  have
• 9:10
  you
• 9:10
  had
• 9:10
  to
• 9:10
  do
• 9:10
  things
• 9:10
  differently?
• 9:11
  Yeah.
• 9:11
  So
• 9:12
  I
• 9:12
  think
• 9:12
  more
• 9:13
  of
• 9:13
  that
• 9:13
  will
• 9:13
  come.
• 9:14
  If
• 9:14
  I
• 9:14
  was
• 9:14
  to
• 9:14
  tell
• 9:14
  you
• 9:15
  where
• 9:15
  we
• 9:15
  are
• 9:15
  in
• 9:15
  the
• 9:15
  journey
• 9:15
  with
• 9:16
  Corso,
• 9:16
  we're
• 9:16
  probably
• 9:17
  10%
• 9:17
  there,
• 9:18
  which
• 9:18
  is
• 9:18
  just
• 9:18
  crazy
• 9:19
  to
• 9:19
  think
• 9:19
  about
• 9:19
  the
• 9:20
  impact
• 9:20
  Corso
• 9:21
  is
• 9:21
  going
• 9:21
  to
• 9:21
  make
• 9:21
  at
• 9:21
  Tractor
• 9:22
  Supply.
• 9:22
  We
• 9:23
  are
• 9:23
  actually
• 9:23
  going
• 9:23
  to
• 9:24
  put
• 9:24
  our
• 9:24
  store
• 9:25
  visits
• 9:25
  and
• 9:26
  our
• 9:26
  audits
• 9:27
  through
• 9:27
  Corso.
• 9:28
  So
• 9:28
  all
• 9:28
  of
• 9:28
  that
• 9:28
  will
• 9:29
  be
• 9:29
  in
• 9:29
  Corso
• 9:29
  and
• 9:30
  it
• 9:30
  will
• 9:30
  trigger
• 9:31
  district
• 9:31
  managers
• 9:32
  as
• 9:32
  they
• 9:32
  do
• 9:33
  a
• 9:33
  visit.
• 9:33
  It
• 9:34
  will
• 9:34
  create
• 9:34
  a
• 9:34
  mission
• 9:35
  based
• 9:35
  on
• 9:35
  things
• 9:36
  that
• 9:36
  the
• 9:36
  DM
• 9:37
  rated
• 9:37
  in
• 9:37
  that
• 9:37
  visit.
• 9:38
  It
• 9:38
  will
• 9:38
  create
• 9:39
  a
• 9:39
  mission
• 9:39
  for
• 9:39
  the
• 9:39
  store
• 9:40
  to
• 9:40
  react
• 9:41
  to.
• 9:41
  Got
• 9:41
  it.
• 9:41
  So
• 9:41
  it's
• 9:42
  just
• 9:42
  getting
• 9:42
  a
• 9:42
  lot
• 9:42
  smarter
• 9:43
  about
• 9:43
  who.
• 9:43
  What
• 9:44
  we
• 9:44
  do
• 9:44
  inside
• 9:44
  the
• 9:44
  store
• 9:45
  makes
• 9:45
  sense.
• 9:46
  That's
• 9:46
  using
• 9:47
  technology
• 9:47
  to
• 9:47
  help.
• 9:48
  Right.
• 9:48
  Like
• 9:48
  not
• 9:48
  just
• 9:48
  technology
• 9:49
  for
• 9:49
  the
• 9:49
  sake
• 9:49
  of
• 9:50
  having
• 9:50
  it,
• 9:50
  but
• 9:50
  actually
• 9:50
  making
• 9:51
  the
• 9:51
  life
• 9:51
  of
• 9:51
  us.
• 9:51
  When
• 9:51
  I
• 9:51
  imagine
• 9:52
  the
• 9:52
  district
• 9:52
  leader
• 9:53
  too,
• 9:53
  has
• 9:53
  that
• 9:53
  information
• 9:54
  of
• 9:54
  what
• 9:54
  has
• 9:55
  been
• 9:55
  bubbled
• 9:55
  up
• 9:55
  in
• 9:56
  Corso
• 9:56
  before
• 9:57
  he
• 9:57
  goes
• 9:57
  into
• 9:57
  the
• 9:57
  store
• 9:58
  too.
• 9:58
  And
• 9:58
  can.
• 9:59
  Then
• 9:59
  everyone's
• 9:59
  on
• 9:59
  the
• 9:59
  same
• 10:00
  sheet
• 10:00
  of
• 10:00
  music
• 10:00
  in
• 10:00
  terms
• 10:01
  of
• 10:01
  where
• 10:01
  the
• 10:01
  system
• 10:02
  has
• 10:02
  been
• 10:02
  directing
• 10:03
  them.
• 10:03
  And
• 10:03
  then
• 10:03
  they
• 10:04
  can
• 10:04
  follow
• 10:04
  up
• 10:04
  on
• 10:04
  that
• 10:04
  when
• 10:05
  they
• 10:05
  go
• 10:05
  into.
• 10:05
  And
• 10:05
  we're
• 10:05
  actually
• 10:06
  just
• 10:06
  getting
• 10:06
  ready
• 10:06
  to
• 10:06
  kick
• 10:06
  off
• 10:07
  DM
• 10:07
  specific
• 10:08
  missions.
• 10:09
  So
• 10:09
  now
• 10:09
  making
• 10:09
  the
• 10:10
  life
• 10:10
  of
• 10:10
  a
• 10:10
  district
• 10:11
  manager
• 10:12
  easier,
• 10:12
  we
• 10:12
  will
• 10:12
  eventually
• 10:13
  get
• 10:13
  to
• 10:13
  the
• 10:13
  point
• 10:13
  where
• 10:14
  a
• 10:14
  DM
• 10:14
  will
• 10:14
  know
• 10:15
  where
• 10:15
  to
• 10:15
  go,
• 10:15
  where
• 10:16
  to
• 10:16
  spend
• 10:16
  their
• 10:16
  time
• 10:17
  based
• 10:17
  off
• 10:17
  of
• 10:17
  that
• 10:18
  data.
• 10:18
  I
• 10:19
  love
• 10:19
  that.
• 10:19
  Instead
• 10:19
  of
• 10:20
  just
• 10:20
  expecting
• 10:20
  to
• 10:20
  be
• 10:21
  in
• 10:21
  every
• 10:21
  store
• 10:22
  X
• 10:22
  amount
• 10:22
  of
• 10:22
  times
• 10:22
  a
• 10:22
  month.
• 10:23
  That's
• 10:23
  great.
• 10:24
  Oh,
• 10:24
  my
• 10:24
  God.
• 10:24
  All
• 10:25
  right,
• 10:25
  so.
• 10:25
  So
• 10:26
  you
• 10:26
  guys
• 10:26
  have.
• 10:26
  You
• 10:26
  guys
• 10:26
  are
• 10:27
  Famous
• 10:27
  for
• 10:27
  your
• 10:27
  legendary
• 10:28
  service,
• 10:28
  as
• 10:28
  you
• 10:29
  like
• 10:29
  to
• 10:29
  call
• 10:29
  it.
• 10:29
  Yes.
• 10:30
  What
• 10:30
  other
• 10:31
  technologies
• 10:31
  or
• 10:32
  initiatives
• 10:33
  or
• 10:33
  priorities
• 10:33
  are
• 10:33
  you
• 10:33
  looking
• 10:34
  at
• 10:34
  for
• 10:34
  2025?
• 10:35
  Yeah,
• 10:35
  that's
• 10:35
  a
• 10:35
  good
• 10:36
  one.
• 10:36
  I'm
• 10:36
  glad
• 10:37
  you
• 10:37
  brought
• 10:37
  up
• 10:37
  legendary
• 10:38
  service,
• 10:38
  though.
• 10:38
  I've
• 10:39
  loved
• 10:39
  the
• 10:39
  opportunity
• 10:39
  to
• 10:39
  talk
• 10:39
  about
• 10:40
  legendary
• 10:40
  service.
• 10:40
  People
• 10:40
  ask,
• 10:41
  like,
• 10:41
  why
• 10:41
  legendary?
• 10:42
  How
• 10:42
  did
• 10:42
  that
• 10:42
  come?
• 10:42
  You
• 10:43
  know,
• 10:43
  we
• 10:43
  are
• 10:43
  a
• 10:44
  mission
• 10:44
  and
• 10:44
  values
• 10:44
  driven
• 10:45
  company
• 10:45
  and
• 10:45
  our
• 10:45
  mission
• 10:46
  is
• 10:46
  to
• 10:46
  work
• 10:47
  hard,
• 10:47
  have
• 10:47
  fun,
• 10:48
  make
• 10:48
  money
• 10:49
  by
• 10:49
  providing
• 10:49
  legendary
• 10:50
  service,
• 10:51
  great
• 10:51
  products
• 10:51
  at
• 10:52
  everyday
• 10:52
  low
• 10:52
  prices.
• 10:53
  I
• 10:53
  don't
• 10:53
  think
• 10:54
  it's
• 10:54
  an
• 10:54
  accident
• 10:55
  that
• 10:55
  the
• 10:55
  founders
• 10:56
  use
• 10:56
  the
• 10:56
  words
• 10:56
  legendary.
• 10:57
  Not
• 10:57
  good,
• 10:58
  not
• 10:58
  great,
• 10:59
  but
• 10:59
  legendary.
• 11:00
  And
• 11:00
  so
• 11:00
  back
• 11:00
  to
• 11:00
  what
• 11:00
  I
• 11:00
  was
• 11:00
  saying
• 11:01
  in
• 11:01
  the
• 11:01
  beginning.
• 11:01
  It's
• 11:01
  so
• 11:02
  important
• 11:02
  that
• 11:02
  every
• 11:02
  one
• 11:02
  of
• 11:02
  our
• 11:03
  team
• 11:03
  members
• 11:03
  has
• 11:03
  the
• 11:04
  time
• 11:04
  they
• 11:04
  need
• 11:05
  to
• 11:05
  spend
• 11:05
  in
• 11:05
  front
• 11:06
  of
• 11:06
  that
• 11:06
  customer.
• 11:06
  You
• 11:07
  know,
• 11:07
  our
• 11:07
  customers,
• 11:08
  when
• 11:08
  we
• 11:08
  look
• 11:08
  at
• 11:09
  the
• 11:09
  comments
• 11:09
  they
• 11:09
  make,
• 11:10
  it's
• 11:10
  not
• 11:10
  about
• 11:10
  the
• 11:10
  product,
• 11:11
  it's
• 11:12
  about
• 11:12
  the
• 11:12
  interaction.
• 11:13
  It's
• 11:13
  about
• 11:13
  we
• 11:14
  know
• 11:14
  their
• 11:14
  dog's
• 11:14
  name,
• 11:15
  we
• 11:15
  know
• 11:15
  how
• 11:15
  many
• 11:15
  chickens
• 11:16
  they
• 11:16
  have,
• 11:16
  we
• 11:16
  know
• 11:16
  they
• 11:16
  bought
• 11:17
  the
• 11:17
  chickens
• 11:17
  from
• 11:17
  us.
• 11:18
  Yeah.
• 11:18
  And
• 11:19
  so
• 11:19
  it's
• 11:19
  so
• 11:19
  important
• 11:19
  that
• 11:20
  we
• 11:20
  have
• 11:20
  that
• 11:20
  relationship
• 11:21
  with
• 11:21
  our
• 11:22
  customers.
• 11:22
  So
• 11:23
  legendary
• 11:24
  service
• 11:24
  drives
• 11:25
  everything
• 11:25
  we
• 11:25
  do.
• 11:26
  And
• 11:26
  so
• 11:26
  we're
• 11:26
  continuing
• 11:27
  to
• 11:27
  use
• 11:28
  more
• 11:28
  and
• 11:29
  more
• 11:29
  technology
• 11:29
  to
• 11:30
  support
• 11:30
  leading
• 11:30
  with
• 11:30
  Legendary.
• 11:31
  Give
• 11:32
  you
• 11:32
  just
• 11:32
  a
• 11:32
  few
• 11:33
  examples.
• 11:34
  So
• 11:35
  one
• 11:35
  thing
• 11:35
  is
• 11:35
  all
• 11:35
  of
• 11:35
  our
• 11:36
  team
• 11:36
  members
• 11:36
  have
• 11:37
  a
• 11:37
  device,
• 11:38
  right,
• 11:38
  that
• 11:38
  they
• 11:38
  have
• 11:38
  on
• 11:39
  them
• 11:39
  inside
• 11:39
  the
• 11:39
  store.
• 11:39
  And
• 11:40
  so
• 11:40
  we
• 11:40
  empower
• 11:41
  them
• 11:41
  with
• 11:41
  as
• 11:41
  much
• 11:42
  information
• 11:42
  as
• 11:42
  possible.
• 11:43
  So
• 11:43
  the
• 11:43
  moment
• 11:43
  they
• 11:44
  get
• 11:44
  in
• 11:44
  front
• 11:44
  of
• 11:44
  the
• 11:44
  customer,
• 11:44
  they
• 11:45
  have
• 11:45
  it.
• 11:45
  So
• 11:45
  we
• 11:46
  call
• 11:46
  it
• 11:46
  learning
• 11:46
  on
• 11:46
  the
• 11:46
  go,
• 11:47
  but
• 11:47
  learning
• 11:48
  in
• 11:48
  the
• 11:48
  field
• 11:48
  in
• 11:49
  the
• 11:49
  moment,
• 11:49
  in
• 11:49
  front
• 11:49
  of
• 11:50
  the
• 11:50
  product,
• 11:50
  not
• 11:50
  in
• 11:50
  front
• 11:51
  of
• 11:51
  a
• 11:51
  computer,
• 11:51
  in.
• 11:52
  A
• 11:52
  back
• 11:52
  room,
• 11:52
  on
• 11:52
  the
• 11:52
  floor.
• 11:53
  But
• 11:53
  people
• 11:53
  are
• 11:53
  used
• 11:54
  to
• 11:54
  TikTok
• 11:54
  and
• 11:54
  Instagram,
• 11:55
  right?
• 11:55
  They're
• 11:55
  used
• 11:56
  to
• 11:56
  this
• 11:56
  really
• 11:56
  quick
• 11:56
  nuggets
• 11:57
  of
• 11:57
  learning.
• 11:57
  And
• 11:58
  so
• 11:58
  that's
• 11:58
  how
• 11:58
  we
• 11:58
  transferred
• 11:59
  our
• 11:59
  learning
• 11:59
  into
• 11:59
  very
• 11:59
  short
• 12:00
  videos
• 12:01
  in
• 12:01
  the
• 12:01
  moment
• 12:01
  on
• 12:01
  the
• 12:02
  sales
• 12:02
  floor,
• 12:02
  on
• 12:03
  the
• 12:03
  handheld
• 12:03
  device.
• 12:05
  We
• 12:05
  also
• 12:05
  think
• 12:05
  it's
• 12:06
  important
• 12:06
  for
• 12:06
  the
• 12:06
  team
• 12:07
  members
• 12:07
  to
• 12:07
  understand
• 12:08
  their
• 12:08
  contribution
• 12:09
  to
• 12:09
  their
• 12:09
  specific
• 12:10
  store,
• 12:10
  for
• 12:11
  sure.
• 12:11
  And
• 12:12
  that's
• 12:12
  harder
• 12:13
  than
• 12:13
  it
• 12:13
  sounds
• 12:13
  because
• 12:14
  it's
• 12:14
  like,
• 12:14
  how
• 12:14
  do
• 12:14
  you
• 12:15
  do
• 12:15
  that?
• 12:15
  So
• 12:15
  we
• 12:16
  actually
• 12:16
  created,
• 12:17
  we
• 12:17
  call
• 12:17
  it
• 12:17
  Power
• 12:18
  of
• 12:18
  the
• 12:18
  Red
• 12:18
  Vest
• 12:18
  because
• 12:18
  all
• 12:18
  of
• 12:19
  our
• 12:19
  team
• 12:19
  members
• 12:19
  wear
• 12:19
  the
• 12:19
  red
• 12:20
  vest.
• 12:20
  And
• 12:20
  Power
• 12:21
  of
• 12:21
  the
• 12:21
  Red
• 12:21
  Vest
• 12:21
  is
• 12:21
  really
• 12:22
  at
• 12:22
  a
• 12:22
  team
• 12:22
  member
• 12:23
  level,
• 12:23
  showing
• 12:23
  them
• 12:24
  their
• 12:24
  impact
• 12:25
  to
• 12:25
  their
• 12:26
  specific
• 12:26
  store
• 12:27
  based
• 12:27
  on
• 12:27
  some
• 12:27
  of
• 12:28
  those
• 12:28
  key
• 12:28
  metrics
• 12:28
  we
• 12:28
  were
• 12:29
  talking
• 12:29
  about.
• 12:30
  And
• 12:30
  then
• 12:31
  the
• 12:31
  other
• 12:31
  one
• 12:31
  I'll
• 12:31
  mention,
• 12:31
  I
• 12:31
  think
• 12:32
  you
• 12:32
  guys
• 12:32
  have
• 12:32
  heard
• 12:33
  about,
• 12:33
  you
• 12:33
  can't,
• 12:34
  you
• 12:34
  know,
• 12:34
  not
• 12:34
  talk
• 12:34
  about
• 12:35
  AI.
• 12:35
  But
• 12:35
  hey,
• 12:36
  hey,
• 12:36
  Gura
• 12:37
  is
• 12:37
  the
• 12:37
  app
• 12:38
  we
• 12:38
  use
• 12:38
  Inside
• 12:38
  the
• 12:38
  store
• 12:39
  that's
• 12:39
  using
• 12:39
  generative
• 12:40
  AI.
• 12:41
  So
• 12:41
  Gura
• 12:42
  is
• 12:42
  greet,
• 12:43
  uncover,
• 12:44
  recommend,
• 12:45
  and
• 12:45
  ask.
• 12:45
  Okay,
• 12:46
  so
• 12:46
  if
• 12:46
  you
• 12:46
  say,
• 12:46
  Michael,
• 12:47
  in
• 12:47
  the
• 12:47
  simplest
• 12:47
  way,
• 12:47
  how
• 12:48
  do
• 12:48
  you
• 12:48
  provide
• 12:48
  legendary
• 12:49
  service?
• 12:49
  We
• 12:49
  use
• 12:49
  Guru,
• 12:50
  our
• 12:50
  map,
• 12:51
  uncover,
• 12:51
  recommend.
• 12:52
  All
• 12:52
  right,
• 12:53
  so
• 12:54
  hey,
• 12:54
  Gura
• 12:55
  plays
• 12:55
  off
• 12:55
  of
• 12:55
  that.
• 12:56
  And
• 12:56
  our
• 12:56
  team
• 12:57
  members
• 12:57
  can
• 12:57
  speak
• 12:57
  through
• 12:57
  the
• 12:57
  earpiece
• 12:58
  or
• 12:58
  type
• 12:58
  in
• 12:59
  and
• 12:59
  immediately
• 12:59
  get
• 13:00
  an
• 13:00
  answer
• 13:00
  to
• 13:00
  any
• 13:01
  product
• 13:01
  question.
• 13:02
  So
• 13:02
  in
• 13:03
  a
• 13:03
  tractor
• 13:03
  supply
• 13:03
  store,
• 13:03
  I
• 13:04
  like
• 13:04
  to
• 13:04
  use
• 13:04
  this
• 13:04
  example.
• 13:05
  Someone
• 13:05
  will
• 13:05
  say,
• 13:05
  how
• 13:05
  much
• 13:05
  of
• 13:06
  this
• 13:06
  roundup
• 13:06
  to
• 13:07
  kill
• 13:07
  weeds
• 13:07
  do
• 13:07
  I
• 13:07
  need
• 13:07
  to
• 13:07
  mix
• 13:08
  in
• 13:08
  a
• 13:08
  gallon
• 13:08
  sprayer?
• 13:09
  Yeah.
• 13:09
  Well,
• 13:10
  you
• 13:10
  either
• 13:10
  need
• 13:10
  to
• 13:10
  memorize
• 13:11
  that.
• 13:11
  Yeah,
• 13:11
  right.
• 13:12
  Or
• 13:12
  go
• 13:12
  to
• 13:12
  Google
• 13:12
  and
• 13:13
  find
• 13:13
  it.
• 13:13
  Or
• 13:13
  now
• 13:14
  just
• 13:14
  click
• 13:14
  the
• 13:14
  button
• 13:15
  and
• 13:15
  say,
• 13:15
  how
• 13:15
  many
• 13:16
  roundup
• 13:16
  to
• 13:17
  it
• 13:17
  right
• 13:18
  in
• 13:18
  front
• 13:18
  of
• 13:18
  the
• 13:18
  customer.
• 13:19
  It's
• 13:19
  speaking
• 13:19
  in
• 13:19
  the
• 13:19
  earpiece.
• 13:20
  Team
• 13:20
  members
• 13:20
  get
• 13:20
  that
• 13:21
  immediate
• 13:22
  team
• 13:22
  member.
• 13:22
  Is
• 13:23
  an
• 13:23
  expert
• 13:23
  for
• 13:23
  pretty
• 13:23
  much,
• 13:24
  right?
• 13:24
  Pretty
• 13:24
  much
• 13:24
  right
• 13:24
  away.
• 13:25
  Like
• 13:25
  day
• 13:26
  two
• 13:26
  on
• 13:26
  the
• 13:26
  job,
• 13:26
  they.
• 13:27
  Could
• 13:27
  be
• 13:27
  an
• 13:27
  expert
• 13:27
  between
• 13:28
  learning
• 13:28
  on
• 13:28
  the
• 13:28
  go,
• 13:29
  power
• 13:29
  of
• 13:29
  the
• 13:29
  red
• 13:29
  vest,
• 13:29
  understanding
• 13:30
  their
• 13:30
  impact,
• 13:30
  and
• 13:31
  then
• 13:31
  using
• 13:31
  a
• 13:31
  tool
• 13:31
  like
• 13:31
  hey
• 13:32
  Guru
• 13:32
  on
• 13:32
  that
• 13:32
  handheld
• 13:33
  to
• 13:33
  immediately
• 13:33
  get
• 13:34
  them.
• 13:34
  Yeah.
• 13:34
  I
• 13:34
  mean,
• 13:34
  think
• 13:34
  of
• 13:35
  the
• 13:35
  products
• 13:35
  we
• 13:35
  carry
• 13:36
  and
• 13:36
  the
• 13:36
  kind
• 13:36
  of
• 13:36
  questions
• 13:37
  our
• 13:37
  team
• 13:37
  members
• 13:37
  get.
• 13:38
  Can't
• 13:38
  imagine.
• 13:39
  But
• 13:39
  another,
• 13:40
  it's
• 13:40
  not
• 13:40
  technology.
• 13:41
  But
• 13:41
  another
• 13:41
  thing
• 13:42
  I'll
• 13:42
  mention
• 13:42
  is,
• 13:43
  you
• 13:43
  know,
• 13:43
  we
• 13:43
  hire
• 13:44
  our
• 13:44
  customer.
• 13:44
  We
• 13:45
  hire
• 13:45
  people
• 13:45
  who
• 13:45
  live
• 13:46
  out
• 13:46
  here,
• 13:46
  the
• 13:46
  life
• 13:47
  out
• 13:47
  here.
• 13:47
  We
• 13:47
  hire
• 13:48
  people
• 13:48
  who
• 13:49
  are
• 13:49
  passionate
• 13:49
  about
• 13:49
  taking
• 13:50
  care
• 13:50
  of
• 13:50
  those
• 13:50
  customers.
• 13:50
  So
• 13:51
  it's
• 13:51
  just
• 13:51
  very
• 13:51
  natural
• 13:52
  for
• 13:52
  them
• 13:52
  to
• 13:53
  interact
• 13:53
  with
• 13:53
  the
• 13:53
  customer.
• 13:54
  Well,
• 13:55
  Michael,
• 13:55
  let's
• 13:55
  close
• 13:56
  up
• 13:56
  with
• 13:57
  what
• 13:58
  you're
• 13:58
  excited
• 13:59
  about
• 13:59
  in
• 13:59
  2025
• 14:00
  or
• 14:01
  something
• 14:01
  that
• 14:02
  you're
• 14:02
  hoping
• 14:02
  to
• 14:03
  accomplish
• 14:03
  in
• 14:03
  your
• 14:03
  role
• 14:04
  this
• 14:04
  year.
• 14:04
  Yeah,
• 14:05
  it
• 14:05
  is
• 14:05
  2025,
• 14:06
  isn't
• 14:06
  it?
• 14:07
  So
• 14:07
  hard
• 14:07
  to
• 14:07
  believe.
• 14:08
  I
• 14:08
  can't
• 14:08
  believe.
• 14:08
  Feels
• 14:09
  like
• 14:09
  it's
• 14:10
  off
• 14:10
  with
• 14:10
  a
• 14:11
  rousing
• 14:11
  start
• 14:12
  too,
• 14:12
  doesn't
• 14:12
  it?
• 14:12
  Yes,
• 14:12
  it
• 14:12
  does.
• 14:13
  I
• 14:14
  think
• 14:14
  it's
• 14:14
  quick
• 14:15
  for
• 14:15
  my
• 14:15
  team
• 14:15
  and
• 14:16
  for
• 14:16
  me.
• 14:16
  You
• 14:17
  know,
• 14:17
  we
• 14:17
  talk
• 14:17
  about
• 14:17
  just
• 14:18
  being
• 14:18
  relentless
• 14:18
  about
• 14:19
  removing
• 14:20
  work
• 14:21
  from
• 14:21
  the
• 14:21
  stores.
• 14:22
  And
• 14:22
  I
• 14:22
  know,
• 14:22
  I'm
• 14:23
  guessing
• 14:23
  a
• 14:23
  lot
• 14:23
  of
• 14:24
  retailers
• 14:24
  say
• 14:25
  that
• 14:25
  we
• 14:25
  really
• 14:26
  want
• 14:26
  to
• 14:26
  just
• 14:26
  be
• 14:26
  relentless.
• 14:27
  You
• 14:28
  know,
• 14:28
  I've
• 14:28
  been
• 14:28
  doing
• 14:28
  this
• 14:28
  for
• 14:28
  a
• 14:28
  long
• 14:29
  time,
• 14:29
  and
• 14:30
  I
• 14:30
  think
• 14:30
  we
• 14:30
  get
• 14:30
  comfortable
• 14:31
  with
• 14:31
  certain
• 14:32
  things.
• 14:33
  We
• 14:33
  assume
• 14:34
  we
• 14:34
  have
• 14:34
  to
• 14:34
  do
• 14:34
  certain
• 14:34
  things
• 14:35
  because
• 14:35
  that's
• 14:35
  just
• 14:35
  the
• 14:35
  way
• 14:35
  we've
• 14:36
  always
• 14:36
  done
• 14:36
  it.
• 14:36
  And
• 14:36
  what
• 14:36
  I
• 14:37
  love
• 14:37
  about
• 14:37
  Tractor
• 14:37
  Supply
• 14:38
  is
• 14:38
  just
• 14:38
  we
• 14:38
  are
• 14:39
  willing
• 14:39
  to
• 14:39
  just
• 14:39
  go
• 14:40
  break
• 14:40
  it
• 14:41
  and
• 14:41
  make
• 14:41
  it
• 14:41
  better.
• 14:41
  So
• 14:42
  we
• 14:42
  are
• 14:42
  going
• 14:42
  to
• 14:42
  be
• 14:42
  relentless
• 14:43
  about
• 14:44
  productivity,
• 14:44
  about
• 14:45
  taking
• 14:45
  low
• 14:45
  value
• 14:46
  workout,
• 14:46
  about
• 14:47
  finding
• 14:47
  ways
• 14:48
  to
• 14:48
  again
• 14:49
  get
• 14:49
  that
• 14:49
  team
• 14:49
  member
• 14:50
  in
• 14:50
  front
• 14:50
  of
• 14:50
  that
• 14:50
  customer.
• 14:51
  That's
• 14:52
  all
• 14:52
  that
• 14:52
  matters
• 14:53
  at
• 14:53
  the
• 14:53
  end
• 14:53
  of
• 14:53
  the
• 14:54
  day.
• 14:54
  That's
• 14:54
  all
• 14:54
  that
• 14:54
  matters.
• 14:54
  Taking
• 14:55
  legendary
• 14:56
  service
• 14:56
  of
• 14:56
  our
• 14:56
  customers.
• 14:57
  You
• 14:57
  know,
• 14:57
  Michael,
• 14:58
  one
• 14:58
  thing
• 14:58
  I
• 14:58
  want
• 14:59
  to
• 14:59
  ask
• 14:59
  you
• 14:59
  too,
• 14:59
  before
• 14:59
  I
• 14:59
  let
• 14:59
  you
• 15:00
  go
• 15:00
  is
• 15:00
  we've
• 15:00
  talked
• 15:01
  a
• 15:01
  lot
• 15:01
  about
• 15:01
  the
• 15:01
  customer
• 15:01
  service
• 15:02
  side,
• 15:02
  which
• 15:02
  really
• 15:02
  translates
• 15:03
  to
• 15:03
  the
• 15:03
  front
• 15:03
  end
• 15:03
  of
• 15:03
  the
• 15:03
  store.
• 15:04
  Anything
• 15:04
  on
• 15:04
  the
• 15:04
  back
• 15:05
  end
• 15:05
  of
• 15:05
  the
• 15:05
  store
• 15:05
  that
• 15:05
  you
• 15:05
  can
• 15:05
  talk
• 15:06
  about?
• 15:06
  Yeah,
• 15:07
  we
• 15:08
  have
• 15:08
  a
• 15:08
  process.
• 15:08
  We
• 15:09
  love
• 15:09
  to
• 15:09
  name
• 15:09
  things,
• 15:09
  if
• 15:10
  you
• 15:10
  haven't
• 15:10
  realized
• 15:10
  that.
• 15:11
  All
• 15:11
  the
• 15:11
  way.
• 15:11
  We
• 15:11
  have
• 15:11
  a
• 15:11
  process
• 15:12
  we
• 15:12
  call
• 15:12
  the
• 15:12
  tractor
• 15:13
  way,
• 15:13
  which
• 15:13
  is
• 15:14
  just
• 15:14
  really
• 15:14
  the
• 15:14
  way
• 15:15
  we
• 15:15
  operate
• 15:15
  inside
• 15:16
  the
• 15:16
  store.
• 15:16
  Our
• 15:17
  biggest
• 15:17
  body
• 15:17
  of
• 15:18
  work
• 15:18
  really
• 15:18
  is
• 15:19
  freight,
• 15:19
  unloading
• 15:19
  the
• 15:19
  truck,
• 15:20
  getting
• 15:20
  it
• 15:20
  to
• 15:20
  the
• 15:20
  sales
• 15:20
  floor.
• 15:21
  So
• 15:21
  a
• 15:21
  few
• 15:22
  years
• 15:22
  ago,
• 15:22
  we
• 15:22
  really,
• 15:23
  again,
• 15:23
  about
• 15:24
  being
• 15:24
  efficient
• 15:24
  and
• 15:24
  productive,
• 15:25
  looked
• 15:25
  at
• 15:26
  that
• 15:26
  process
• 15:26
  and.
• 15:27
  And
• 15:27
  really
• 15:27
  created
• 15:28
  a
• 15:28
  way
• 15:28
  to
• 15:28
  make
• 15:29
  it
• 15:29
  the
• 15:29
  most
• 15:29
  efficient
• 15:30
  we
• 15:30
  think
• 15:30
  it
• 15:30
  can
• 15:31
  be.
• 15:31
  So
• 15:31
  we
• 15:31
  have
• 15:32
  a
• 15:32
  very,
• 15:32
  very
• 15:33
  detailed
• 15:33
  and
• 15:33
  specific
• 15:34
  way
• 15:34
  we
• 15:34
  unload
• 15:35
  the
• 15:35
  truck,
• 15:36
  bring
• 15:36
  it
• 15:36
  to
• 15:36
  the
• 15:36
  floor,
• 15:37
  stock
• 15:37
  it
• 15:38
  again.
• 15:38
  What
• 15:38
  I
• 15:38
  think
• 15:39
  is
• 15:39
  so
• 15:39
  great
• 15:39
  about
• 15:39
  the
• 15:40
  way
• 15:40
  we
• 15:40
  think
• 15:40
  about
• 15:40
  things
• 15:41
  is
• 15:41
  we
• 15:41
  did
• 15:41
  all
• 15:41
  that
• 15:42
  not
• 15:42
  with
• 15:43
  operations
• 15:43
  in
• 15:44
  mind,
• 15:44
  but
• 15:44
  again
• 15:45
  with
• 15:45
  the
• 15:45
  customer
• 15:46
  in
• 15:46
  mind.
• 15:47
  The
• 15:47
  faster
• 15:47
  we
• 15:47
  can
• 15:48
  put
• 15:48
  that
• 15:48
  freight
• 15:48
  out,
• 15:48
  the
• 15:49
  more
• 15:49
  accurate
• 15:49
  we
• 15:49
  put
• 15:49
  it
• 15:49
  in
• 15:50
  the
• 15:50
  right
• 15:50
  spot,
• 15:50
  the
• 15:50
  better
• 15:50
  we
• 15:51
  can
• 15:51
  help
• 15:51
  the
• 15:51
  customer.
• 15:51
  So
• 15:51
  we
• 15:52
  do
• 15:53
  a
• 15:53
  good
• 15:53
  chunk
• 15:53
  of
• 15:54
  our
• 15:54
  productivity
• 15:54
  work
• 15:55
  is
• 15:55
  on
• 15:55
  that
• 15:55
  back
• 15:56
  end.
• 15:56
  But
• 15:57
  it's
• 15:57
  still
• 15:57
  with
• 15:57
  the
• 15:57
  idea
• 15:58
  of
• 15:58
  how
• 15:59
  does
• 15:59
  it
• 15:59
  impact
• 15:59
  the
• 15:59
  customer.
• 16:00
  Right,
• 16:00
  right,
• 16:00
  right.
• 16:00
  And
• 16:01
  if
• 16:01
  you
• 16:01
  do
• 16:01
  it
• 16:01
  get
• 16:01
  everybody
• 16:01
  doing
• 16:02
  it
• 16:02
  the
• 16:02
  same
• 16:02
  way,
• 16:02
  then
• 16:02
  it's
• 16:02
  easy
• 16:03
  to
• 16:03
  continue
• 16:03
  to
• 16:04
  innovate
• 16:04
  and
• 16:04
  invent
• 16:05
  along
• 16:06
  that
• 16:06
  process
• 16:06
  too,
• 16:06
  as
• 16:06
  you
• 16:07
  go
• 16:07
  forward.
• 16:07
  I
• 16:07
  mean,
• 16:07
  we
• 16:07
  have
• 16:08
  50,000
• 16:09
  team
• 16:09
  members,
• 16:09
  so
• 16:10
  every
• 16:10
  footstep.
• 16:11
  Yeah,
• 16:11
  like
• 16:12
  every
• 16:12
  second
• 16:13
  it
• 16:13
  matters.
• 16:14
  It's
• 16:15
  got
• 16:15
  to
• 16:15
  be
• 16:15
  optimized.
• 16:16
  You
• 16:16
  want
• 16:16
  people
• 16:17
  out
• 16:17
  there
• 16:17
  talking
• 16:17
  to
• 16:17
  customers.
• 16:18
  Yeah,
• 16:18
  for
• 16:18
  sure.
• 16:19
  It's
• 16:19
  a
• 16:19
  great
• 16:19
  way
• 16:19
  to
• 16:19
  think
• 16:20
  about
• 16:20
  it.
• 16:20
  That
• 16:20
  is
• 16:20
  a
• 16:20
  huge
• 16:20
  nugget
• 16:21
  here
• 16:21
  to
• 16:21
  start
• 16:22
  us
• 16:22
  off
• 16:22
  on
• 16:22
  day
• 16:22
  three
• 16:23
  of
• 16:23
  nrf.
• 16:23
  Thank
• 16:24
  you,
• 16:24
  Michael.
• 16:24
  You're
• 16:25
  very
• 16:25
  welcome.
• 16:25
  Thanks
• 16:25
  for
• 16:25
  having
• 16:26
  me.
• 16:26
  Thanks
• 16:26
  for
• 16:26
  having
• 16:26
  you.
• 16:26
  You
• 16:26
  are
• 16:26
  welcome
• 16:27
  back
• 16:27
  anytime.
• 16:28
  As
• 16:28
  is
• 16:28
  any
• 16:29
  Omnistar
• 16:30
  ever.
• 16:30
  But
• 16:30
  yes,
• 16:30
  you
• 16:31
  particularly
• 16:31
  since
• 16:32
  we
• 16:32
  now
• 16:32
  are
• 16:32
  meeting
• 16:32
  you
• 16:32
  in
• 16:33
  person.
• 16:34
  That
• 16:34
  concludes
• 16:35
  our
• 16:35
  interview
• 16:35
  with
• 16:35
  Michael.
• 16:36
  We're
• 16:36
  going
• 16:36
  to
• 16:36
  be
• 16:36
  here
• 16:36
  at
• 16:36
  the
• 16:36
  Fusion
• 16:37
  Group
• 16:37
  booth
• 16:37
  all
• 16:38
  day
• 16:38
  long.
• 16:39
  Booth
• 16:39
  number
• 16:39
  four,
• 16:39
  nine
• 16:40
  three
• 16:40
  eight.
• 16:40
  And
• 16:40
  Anne,
• 16:41
  until
• 16:41
  next
• 16:41
  time,
• 16:42
  be
• 16:42
  careful
• 16:42
  out
• 16:43
  there.