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Current position: President of Sleep Country USA
First job: A bartender at age 19 at an American Legion Post in upstate New York. At the time, the drinking age was still 18, and I began as a bartender during the summer months, continuing in the position for about three years.
What I learned: Back then drinks were simple. The most complicated drink was a whiskey sour, but most people ordered shots and a lot of beer. The focus was clearly on the service, and the start of every shift was about creating an environment that the customer would enjoy. We had two rounds of customers, the first at 3 p.m., which were mostly the construction workers, and then again at 6 p.m., which were office workers. That also holds true for us at Sleep Country USA today – we have a variety of different customers, and understanding how we can create an environment that our customers can connect to is crucial. Then and now, the prep work emphasized stocking and preparing to greet and help customers get want they want and need out of their shopping experience. My first job made a huge impression on me, and it was because of that bartending experience that I decided that I wanted to work directly with customers. Retail was the next step. I also quickly learned that passion and commitment for providing great service couldn't be faked – you either have it or you don't, and if you do, you'll always be successful in providing a great customer experience.
