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.

Mixed 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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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