Gary Friedman
Analyst · Steve Forbes from Guggenheim Securities
Sure. It all started with the move to membership, right. It all started with the simplification of the business, which allowed us to then begin to redesign and architect the operating platform. And first, we dealt with a lot of the low-hanging fruit. But once you start to redesign the platform, you really have to redesign the organization. And we didn't go into this as a necessary thing to do, and we didn't go into it as a cost-savings approach. And that's why honestly, we spent nine months beginning of -- starting in March, and we had seven off-site meetings that were two plus days. And we started really, really clearly, honestly, with getting very, very clear and very aligned around what were the key value-driving strategies in the business. Like as we looked at the business and looked at our plans, our short-term and long-term plans, what were the key value-driving strategies and why were those the right ones? And what's the hierarchy of those? What comes first, what comes second, what comes third. If we can only do one thing or die trying, what would we do and getting really clear about how we were going to create value, right. And how does it pass through our filters of emotional value, strategic value and financial value. And so we spent a good amount of time as a leadership team, cross functional team getting super clear and very much aligned. So there is just no doubt what was important and the prioritization of what's important. And then once you're clear on that, the next piece is getting -- reconnecting with our values, what do we really value here? And our first values are people value, and there's 11 tenets in our people value, and understanding is the organization populated with those people, right, and only making sure we only have 11 out of 11s. And then once you know what you're doing and you understand what you value, right, from a -- your biggest asset in any company is your human capital. And then how do you design an organization that's going to optimize that, right? Because most organizations get designed over time. Companies start, they start growing, things get added, you bring in new people, you bring in outside people, who bring outside views, sometimes good, sometimes not, right, depends on how distinctive your model is. And over time, you also develop silos, so people start working more independently. And when you build silos in organizations you always have inefficiency and you can tend to get lots of people working really hard in all the wrong things because they only have the view of their silo. And so once you're clear on how you're going to create value then you have to cross functionally say, how are you going to allocate human and financial capital to optimize that value? And how are you going to design an organization that will do that? You have to then start with the whiteboard, right, and you can't be a victim of your own history. You can't try to protect history or you'll never see the future. So we then -- I think the first three out of the seven sessions were really just getting clear and getting aligned, and the next four sessions were about design. And I don't think I drove one decision, honestly, I just tried to frame the right questions. And the organization, the leader is just -- we're able to see so clearly what kind of organization would you design based on what we're trying to do? Not based on what we have done, based on what we're going to do next. And so it's an entirely new organization in many ways and we've eliminated a lot of steps. We've eliminated a lot of duplicative work across the organization, across the silos and we're just -- it's like a kind of a squeaky clean organization now, right, that doesn't have a lot of rust and leftover kind of methodology that no longer add value. So that's what we have. Specifically, what were the big changes? The changes are massive everywhere. I don't know if I can say one place differently or the other, I mean, just massive change. And I just give so much credit to the presidents and the key leaders in the company who did the work. They spent the time to think deeply about where are we going and what are we building, what really creates value, not what's nice to do, what creates value. And so I've never done work like this in my career. I've never done anything close to this, right. The only time, historically, we've taken passes at this, but it's just habit but only the only time to do this when you need to come, oh, it's about cutting some heads, eliminating some jobs, reducing costs, oh, I'm reducing five people and you need to reduce at least five. And it becomes a stupid kind of democratic approach that doesn't necessarily make the organization better, right. So this is just really the result of focus and deep and critical thinking and work that I've never experienced or seen done before. Whether it's a consulting company coming in and interviewing your people and then giving you a binder and telling you what to do with your company and getting on to their next job, right. So we designed this. This is -- the organization we'll lead. And by the way, we built such a new set of muscles where we're just completely comfortable to improvise and adapt, right. And we know we're not going to be exactly right and we're going to have to improvise and adapt but we're directionally right. And when you're directionally right, over time, that gap gets really big over time. When you're directionally wrong, over time, that gap gets really big over time, right. And I would say there is a lot of things inside our organization that were directionally wrong. And over time, they become a burden and a weight and a level of dysfunction that creates excess cost and poor customer experience and so on and so forth. And so now I think we're more than the direct, I think we're massively right because we spent the time. If we would have probably spent three months doing this, we would have been directionally right. We spent nine months doing this. So I mean this is -- we're massively right. We're going to make some tweaks over time, but this is a result of some really, really deep and critical thinking and not focusing on who's right but what's right, and getting out of your own way and being able to see the organization and then really committing to leading, not managing. And I think we're going to -- in this new structure, in this new organization, we're already seeing more opportunity. We're like, oh, my, what we can see now is like cleaning the windshield, right, and getting a new pair of glasses like the things aren't foggy anymore. There's not a bunch of middleman and layers that are kind of just reporting news and distorting news, right. And honestly, it was like, I think, Eri Chaya kind of quoted the term inside the company, the facts remove the fear, right. Most people don't make big change because they're fearful. And why are they fearful? They don't know the facts, right. So as a manager, you have to actually get to change yourself and you have to get deep into the organization and get to the details and get to the facts so you know them. And then that removes the fear and then you have the confidence to truly lead the organization towards a better outcome. And it does sounds like -- maybe just to specifically answer your question, how much did you save here or there? Just these things are massively different here. I don't know how to put it any clearer. I've never -- we guided, one year ago, we guided 9% to 10% operating margins. We're going to come out around 12%, right. We just guided 13% to 14%, I mean, like we probably have room in that number, right. We gave you long-term targets at mid- to high teens now. It's because we believe we can and we believe we're going to see 20 operating margins here soon and because we're building an entirely different platform. We don't have a kind of a Pottery Barn, Williams-Sonoma platform anymore for a luxury business, like, we are building a luxury platform. We're doing things completely differently, right. And we used to do things like where many of us came from, and that's what we do as humans. So it's just things are very different. I don't know how to say it anymore, right.