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#360 Robert Kierlin: Founder of Fastenal
Founders
Harness the Power of Customer Satisfaction
Selling products at cost can create a positive feedback loop through satisfied customers who share their experiences, ultimately leading to increased product demand. Encouraging store staff to innovate by responding to customer requests fosters grassroots product development, as successful items can scale from individual stores to a company-wide offering. This approach values a few core principles over extensive regulations, promoting alignment with the organization's common goal and facilitating regular evaluation of actions against that goal.
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