Mattress Mack Stands Up to Harvey With Purpose

First of all, I send my prayers and best wishes to all of the people effected by Hurricane Harvey.

In the wake of Harvey, there are many, many families who will need help and assistance. We’ve donated to the Rebuild Texas Fund, and I hope that you consider giving to one of the many charities that will be supporting the people of Texas.

hurricane harvey customer experienceMixed in with the vast pain and suffering, were many stories of ordinary people reaching out to help others. One of those people that caught my eye is Jim McIngvale, who’s known around Houston as Mattress Mack. He owns Gallery Furniture, a chain of three furniture stores in the Houston area.

Mattress Mack turned his furniture stores into free shelters, helping 100s of displaced Houstonians. This wasn’t a difficult decision for him, it was just a natural extension of how he sees his business. Here’s what McIngvale said:

Our business philosophy is … we all have a responsibility to the well-being of our community… That’s the central theme of our culture here. We know that if we help these citizens when they’re in need, they will help us.

McIngvale demonstrates the characteristics purposeful leadership. As we’ve said many times, purpose is powerful. A strong sense of purpose inspires us. It energizes, uplifts, and propels us to overcome obstacles. And purpose connects us together around a shared goal.

Think about these questions:

  • Would you want to work for Gallery Furniture?
  • If you worked at Gallery Furniture, how empowered would you feel to do something good for a customer?
  • Would you go out of your way to shop at Gallery Furniture?

My guess is that there are a lot of “yeses.”

The bottom line: Purpose can lead us through any storm.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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