Growing Leaders From Within

1. Welcome to“Growing Leaders from Within”Presenters:Larry O’Toole, Founder & CEO, Gentle Giant Moving Co. Ryan Libby, Branch Manager, Gentle Giant Moving Co.

2. Growing Leaders From Within Today’s Agenda • Gentle Giant overview • Developing leaders • Lessons learned • Ask questions anytime!

3. Founded in 1980, officially incorporated in 1985. Full service residential & commercial moving, and storage. Added a restoration and conservation business in recent years. Headquarters: Somerville, MA. 11 Offices in New England Locations in NY, Wash, D.C., North Carolina and Seattle 225+ full time employees/ 400+ during ‘busy’ moving season Business growth of 10% to 20% annually (and then there was 2008!) ; roughly $30 million in revenue across all services. Gentle Giant – Overview

4. The Start of Gentle Giant and the Foundation of our Culture • Entering the ‘professional’ world • Observing the ‘professional’ world • A desire to create something special for the employee and the customer • Driven by beliefs - not a business plan.

5. Why Growing Leaders Matters to GG • 50% of Gentle Giant staff in leadership roles. Leadership Positions Crew Chiefs (100+) Branch Office & Regional Leaders (15+) Headquarter Management ( 20+) Various Supervisory / Team Leads (10+) • During last 3 years, elevated 40+ staff annually, on average, into leadership roles. • 90+% of leadership roles filled from within- by entry level staff. • 10,000 moves annually, each requiring leadership roles with team members and the customer.

6. Why Growing Leaders Matters to GG • Strategy: continually expand business and firmly believe GG grown leaders will bring us to the ‘next level.’ • Commitment to creating careers & opportunity for our staff. • Culture essential to success. Internally grown leaders have a real commitment to the business’ mission, culture, and values.

7. Gentle Giant’s Approach to Growing Leaders • Hire thoughtfully • Establish expectations early • Ground everyone in core values • Set clear paths to advance • Create opportunities to grow • Communicate consistently • Provide feedback & seek input

8. Hire Thoughtfully GG hires for cultural fit, attitude and aptitude, not experience. • TIPWe include a self evaluation of 12 critical teamwork & leadership skills on our employment application form. This helps screen out those who are aware of their limits and willing to grow. • Red flag when the applicant is self rated as exceptional in all areas! • New hires must be motivated, interested in self-improvement, looking for a challenge, and truly aligned with the core values of the company.

9. Establish Standards & Expectations Early Every new hire attends our “GG 101” Orientation program: • Share company history and culture • Set clear behavioral expectations • Set clear performance expectations • Provide hands-on moving instruction

10. Establish Standards & Expectations Early Giant “HEART”=non-negotiable values & behaviors of our workplace. Reviewed in detail during “GG 101” and reinforced in regular communications. Giant HEART Attributes: Honesty Enthusiasm Above & Beyond actions Respect for people & ideas Teamwork

11. Establish Standards & Expectations Early The “Stadium Run” • Helps identify top potential performers • Tests attitude & endurance • Tests handling of challenge • TIP Create an event early in the arrival of the new hires to test their attitude and potential for growth

12. Show A Clear Path to Advance “Job Ladder” opportunity roadmap: explicit job titles with pay ranges and technical & interpersonal skills and training requirements necessary for advancement. TIPGive staff clear information on precisely what they need to do to advance in responsibility and pay, and the true leaders will typically pursue their own development and growth.

13. Create Opportunities to Grow • Our approach to developing staff includes both formal and informal learning experiences • Skills development is focused on building both technical moving skills and interpersonal skills

14. Create Opportunities to Grow • Formal Programs • Monthly office & team leader meetings with leadership & management training • “Emerging Leaders” programs run annually to cultivate new talent • Seminars: interpersonal skills (communication styles, difficult conversations, active listening, etc.) • Cross training - moving staff help out in office roles and office staff help out ‘on the trucks’ • Personal one-on-one coaching offered to various developing leaders • Informal Practices & Other Initiatives • On the job (move) learning from co-workers is our most effective educational tool • Daily lunch with staff to gather input, share ideas, reinforce culture • Each moving staff member learns from multiple crew chiefs (leaders) over many moves • A culture of teamwork: Boston Marathon, Rowing competitions, sports leagues, etc • Community involvement: GG Rowing Club, reading to local elementary school students, etc. We continually cultivate new opportunities…….

15. Communicate Consistently • Monthly update e-mail to company from Larry • Monthly team and/or full company meetings • Monthly company newsletter All above communications serve to: • Provide updates on company goals and performance • Create a fully transparent and open culture • Reinforce “Giant Heart” values & behaviors • Recognize performance & accomplishments • Create common knowledge and experience

16. Provide Feedback & Seek Input • Giant Steps conversations between managers and staff build relationships= GG’s performance review with a clear focus on building a relationship. • Quarterly reviews with immediate promotion for emerging leaders. • Annual employee survey measure engagement, concerns, etc. • TIP – Address performance concerns immediately, openly, and honestly. This builds trust and dialogue in the manager – employer relationship.

17. Decision Making • Business choices depend on what creates greatest opportunity • GG explores opportunities that motivate employees and lead to growth. • Strategy not entirely dependent upon external factors or market forces. • Success defined in support of mission & degree of enhancement to employee experience, not just profit. • Day-to-day decisions pushed to lowest levels • Risk-taking is encouraged. • Staff expected to solve problems. • Everyone accountable for creating customers for life.

18. Results of our Efforts • 80% of business: repeat customers and word-of-mouth referrals. • Employee retention rate among highest in industry. • 95%+ of leadership roles filled by internal promotions. • Proud history of awards for ethical practices, workplace environment, and customer results. • Hundreds of Giants have moved on to leadership roles in a wide range of industries and professions, and credit their experience at Gentle Giant as essential to their success.

19. Growth Challenges • Maintaining company culture. • Hiring energized, enthusiastic staff. • Ensure staff feel they are an important part of something special. • Maintaining Quality. • Communicating effectively to offices. • Brand awareness in new markets. • Cost effective standards & processes for opening new locations. • Ensure we have as much fun in next 10 years as had in past 10.

20. Gentle Giant Moving CompanyLessons Learned • Have a sincere passion for customer results – Passionate about customer satisfaction and go to extremes to identify & resolve unhappy customer situations. • Identify and communicate workplace values – The Giant HEART represents non-negotiable behaviors in workplace. Nurture core values by having leaders set an example and inspire behaviors vs. impose them. • Praise accountability – Praise those who admit mistakes and own problems. Create a culture where mistakes are used constructively to learn & improve.

21. Gentle Giant Moving CompanyLessons Learned • Work on Relationships – Aggressively identify and resolve interpersonal conflicts among staff vs. letting issues fester. • Reward Initiative – Quickly hand new responsibilities & challenges to those eager to grow. Acknowledge achievement. • Link pay with performance – We increase pay when someone takes on greater responsibilities and delivers results. Ensure people are motivated by and aligned with company priorities & values. • Have fun! – Never lose sight of the importance of laughter, joking, and humor in the workplace. Don’t take yourself too seriously! Humor helps build relationships.

22. Here’s a GIANT Thanks! • To all of you here today • To Kelly • To our friends at Winning Workplaces