Rapid Response: How flexibility creates momentum, w/Crate & Barrel CEO Janet Hayes

Uncertainty

Janet Hayes stepped into the CEO role at Crate & Barrel during the height of the pandemic, facing immediate challenges. She prioritized human connection over transactions and emphasized digital services to meet customer needs. Janet's approach was to make things easy, purposeful, and clear for both employees and customers, despite the massive disruptions in retail and labor.

I started 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.

--- Janet Hayes

Her leadership focused on connecting with customers and ensuring each brand had clarity and purpose 1 2.

   

Transformation

Building trust within her team was crucial for Janet. She implemented a flexible workplace policy, valuing talent and collaboration over location, which led to faster and smarter work. Janet emphasized the importance of recognizing the emotional strain on employees and celebrating their achievements.

I believe you have to start with trust, and the results will come with it.

--- Janet Hayes

Under her leadership, Crate & Barrel underwent a significant transformation, including a brand reinvention and the introduction of new programs and services 3 4.

   

Milestones

Janet understands the importance of celebrating milestones to maintain team morale. She shared an example of organizing a grand vacation for the company's ten-year anniversary, which became an annual tradition. This celebration helped the team bond and recognize their collective achievements.

It was ten years, and it was time to celebrate. As a team, we had survived the first few years of every small business, the uncertainty of are you going to make it or not?

--- Janet Hayes

Such initiatives have been pivotal in fostering a positive and motivated work environment 5.