"That loyalty is nice for the employees, of course, but I spoke with business professors who argue that it's also good for the business as a whole. A workforce that is experienced, that is not turning over and having to be retrained, that is not short-staffed-that is good for productivity and for the bottom line. And it's good for customers, too. Interacting with employees who don't seem frazzled, and beaten down, and sapped of their will to live-people respond positively to that."
"In the movie, as in real life, there's a door greeter. And when the heroes arrive, the greeter is robotically, repetitively saying, "Welcome to Costco. I love you. Welcome to Costco. I love you." Over and over. And the line has sort of been embraced by the Costco faithful now; on the Reddit fan page, where people compare notes on what they're buying and the new items coming to stock, the description reads, "Welcome to Costco, we love you.""
Employee loyalty and low turnover reduce retraining and understaffing, improving productivity and the bottom line. Customers benefit from interactions with employees who are not frazzled, beaten down, or sapped of motivation; those interactions feel human and enjoyable. Costco’s vast, consumption-focused image contrasts with employee and customer experiences that emphasize earnest investment and idealism. Many employees and customers express pride and affection for the company, producing a culture that can feel almost utopian. The store’s door greeter phrase, “Welcome to Costco. I love you,” has become a celebrated emblem among devoted shoppers on fan forums.
Read at The New Yorker
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