One of the most important lessons I’ve learned as a CEO is that during trying times, the way you make people feel leaves a lasting mark. This is the mark of true leadership, which is built on a genuine connection that lasts long after our words and actions fade.
An example is the COVID-19 pandemic, a humanitarian emergency that few anticipated. Daily life and business operations were overturned in ways we never witnessed. Yet within this disruption lay a critical moment for leadership.
The pandemic permanently reshaped the business world and how we approach leadership. The choices and steps we took then will likely echo for years to come. By remaining flexible, we were empowered to build systems that promoted well-being.
Times of crisis often bring uncertainty and tension, yet they also reveal the strength within people. I witnessed leadership rising across all parts of our business. Individuals were offering new ideas and showcasing talents that at the time had not yet surfaced. Overall, the team proved its resiliency, strong work ethic, and commitment to pushing through any challenge together.
At the time, we launched the company’s first remote workforce strategy in just 24 hours. This rapid shift demanded strong collaboration across departments to deliver clear communication, set up the right technology, and support associates’ needs across the organization. Furthermore, it allowed us to stay connected, productive, and focused while adapting to a new way of working.
We also introduced retroactive bonuses, a flexible attendance policy, and company-sponsored virtual healthcare for our warehouse associates working across the US and Canada locations. Each facility underwent professional deep cleaning every evening, and equipment was sanitized after every use. Associates received protective gear for every shift.
But just as importantly, I maintained daily communications with key departments to keep our associates informed and connected. This helped maintain a strong sense of community while prioritizing health, safety, and employee support at every level.
Maintaining business continuity has never been more important. The US federal government then classified our company as an “essential business” because of the service it provided (and continues to provide) to medical facilities and other critical operations. This placed a dual responsibility on us to protect our workforce while also supporting customers who provided vital goods and services to communities across the country.
Even now, the company continues to process customer orders in real time, ship products, replenish inventory, and provide updates through direct communication and their website. During my tenure, our leadership teams met several times each day to address new challenges, evaluate operations, and create effective solutions. Through active conversations, we gauged the well-being of our customers and associates, making sure their needs were heard and responded to with timely updates and helpful information.
Our workforce, working remotely, showed incredible resilience. With the determination, skill, and leadership of our teams, we overcame unprecedented challenges together, emerging stronger than ever before.
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