How might we articulate and deeply experience our core values as we scale our company?
As Pizza My Heart, a small, family owned business, grew to over 30 locations, CEO Chuck Hammers (aka The Big Cheese), knew he wanted to strongly articulate the core values of the company so that the decisions of the senior team would emerge from those values and that every store manager could run their store with those values at the center of their work - from the customer experience to food preparation to interactions with staff. Leadership+Design ran several values clarification exercises with the senior team that very quickly converged on a set of core values: Make it Real, Trust in Karma, Build Family, Create Surprise, and Add Extra to Ordinary. It felt more like a manifesto that needed to be lived.
Chuck wanted to instill these operating principles into the management team so he invited L+D to create a unique travel experience for the 30 managers and core staff. If the management team needed to create surprises for customers, what did that mean to delight people in unexpected ways? If the managers needed to make it real, how could they understand what real ingredients and authentic experiences felt like and tasted like?
Believing they were going to Las Vegas, the managers gathered at the San Jose airport for an experience starting with a scavenger hunt that ended in a secret message: “You’re going to Maui!” And that is just what we did. The four day trip encompassed as many visceral experiences as we could pack in, from a farm to table lunch at an organic farm to a drum circle on the beach, to surf lessons, to a game of Pizza My Heart family feud. Each experience was connected to one of the values and meant to allow every member of the team to understand that value through a multi-sensory experience.
For this incredible team of loyal pizza managers, karma had a whole new meaning!