Masters of Scale Rapid Response: Pet adoptions: Up. Delivery business: Up. What that means to Chewy’s Sumit Singh
Apr 25, 2020
Sumit Singh, CEO of Chewy, shares insights on the surge in pet adoptions during the pandemic, driving unprecedented demand for pet supplies. He discusses the challenges of scaling operations rapidly, including plans to hire up to 10,000 new employees. Singh emphasizes the importance of communication and innovation within leadership, adapting strategies to ensure safety while enhancing customer experience. With initiatives like non-invasive temperature checks and unique employee appreciation programs, he outlines how companies can navigate crises successfully.
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First Sign of Impact
- In mid-February, Chewy's chief supply chain officer alerted Sumit about spiking demand and backlogs.
- This prompted an initial investigation, but its significance wasn't immediately apparent.
Initial Coronavirus Awareness
- Sumit Singh first heard about Coronavirus while in Singapore around December/January.
- Initially, he didn't pay much attention, like most leaders.
Crisis Leadership
- Establish a COVID response team with diverse expertise, prioritizing skills over rank.
- Focus on communicating transparently and frequently with your team to foster trust amid uncertainty.