Podcast Summary: B2B Agility™ with Greg Kihlström - Episode #41: Maintaining Authenticity as You Scale with Fred Meyers, Queensboro

Introduction

In Episode #41 of B2B Agility™, host Greg Kihlström engages in an insightful conversation with Fred Meyers, the President and Founder of Queensboro. The discussion centers on how Queensboro successfully scaled from a modest basement operation in Queens to a thriving $25 million company without sacrificing the personal touch that initially set it apart. The episode delves into the intersection of authenticity, customer relationships, and strategic use of technology in driving sustained business growth.

Fred Meyers and the Genesis of Queensboro

Fred Meyers introduces himself as an "accidental entrepreneur," emphasizing that Queensboro evolved organically from a side project during his college years in the late 1970s. While doing laundry in his dorm room, Fred identified a gap in the custom logo apparel industry. This observation led him to envision a business that offered high-quality custom apparel, allowing small businesses to build their brands without being relegated to mere "walking billboards" for larger brands like Lacoste.

Fred Meyers [02:26]: “What started as a small side project in the late 1970s has grown into a thriving business with over 125 employees helping small businesses across America build their brands through high quality custom apparel.”

Staying Relevant Through Decades of Change

Queensboro's longevity and relevance in the ever-evolving market landscape are attributed to Fred's commitment to blending traditional customer service values with modern digital strategies. Despite the advent of e-commerce and technological advancements, Queensboro has maintained its core focus on building strong, personal relationships with its clientele.

Fred Meyers [06:28]: “As the technology and the tools have developed over time, I saw in each new evolution an ability to kind of get closer to the customers with speed and accuracy and communication.”

Maintaining Personal Relationships at Scale

One of the standout themes of the conversation is how Queensboro maintains personal relationships with customers despite significant scaling. Fred attributes this to exceptional responsiveness and leveraging modern communication tools to sustain human connections.

Fred Meyers [08:58]: “Responsiveness is the answer to the question of how do you maintain those relationships at scale, you know, over time.”

Fred emphasizes the inadequacy of impersonal automated responses, advocating instead for swift and genuine interactions to preserve the essence of personal relationships in a scalable business model.

Leveraging Customer Feedback for Continuous Improvement

With over 26,000 customer reviews, Queensboro places immense value on customer feedback to refine its marketing and business strategies. Fred describes the company culture as being "sugar junkies" for positive feedback, which fuels their drive to maintain excellence across all departments.

Fred Meyers [10:58]: “We're all watching these comments. We've got a Slack channel where we're sharing the positive comments that come out throughout the whole company all day long.”

This systematic approach ensures that insights from customer feedback permeate every facet of the organization, from quality control to marketing initiatives, fostering a cohesive and customer-centric business environment.

Balancing Authentic Storytelling with Genuine Brand Values

Fred delves into the importance of authenticity in storytelling, which begins with the recruitment process. Queensboro's "Four P's" framework—Positive, Productive, Principled, and Proactive—serves as the foundation for hiring employees who embody the company's values, thereby ensuring that the brand's narrative remains genuine and consistent as it scales.

Fred Meyers [14:42]: “The quality of what we do is not measured by how much money we make or what we sell, but how authentic we are, how true we are to our values as we do it.”

This focus on authentic values helps Queensboro avoid the pitfalls of "faking it till you make it," instead fostering trust and reliability both internally among employees and externally with customers.

Future Success: Combining Man and Machine

Looking ahead, Fred discusses the delicate balance between leveraging technology and maintaining human touch. While automation and AI offer efficiencies, Queensboro prioritizes accuracy and the irreplaceable value of human judgment in customer interactions.

Fred Meyers [19:36]: “The answer is a combination of man and machine—people and machines working together.”

He acknowledges the limitations of AI, particularly in maintaining the personal responsiveness that Queensboro prides itself on, and underscores the ongoing commitment to improving workflows and customer service processes to stay ahead in a competitive market.

Staying Agile Through Relationship Building

When asked about staying agile in his role, Fred highlights the importance of maintaining diverse relationships within the organization. By connecting with team members across various departments, he ensures that agility is ingrained in the company culture, allowing Queensboro to adapt swiftly to changing circumstances without losing its foundational values.

Fred Meyers [22:49]: “Maintaining that contact with the various, you know, kind of flavors of the people in your business is what keeps you agile.”

This approach not only fosters a collaborative environment but also ensures that agility stems from strong interpersonal connections rather than just procedural adaptations.

Conclusion

Episode #41 of B2B Agility™ offers a comprehensive look into how Queensboro has successfully scaled while preserving its authenticity and personal touch. Fred Meyers' emphasis on responsive customer service, leveraging feedback, and maintaining authentic relationships provides valuable insights for B2B marketers and businesses aiming to achieve sustainable growth without compromising their core values. The conversation underscores the importance of balancing technological advancements with human-centric approaches to foster lasting success in a competitive marketplace.

Notable Quotes:

• Fred Meyers [02:26]: “What started as a small side project in the late 1970s has grown into a thriving business with over 125 employees helping small businesses across America build their brands through high quality custom apparel.”

• Fred Meyers [08:58]: “Responsiveness is the answer to the question of how do you maintain those relationships at scale, you know, over time.”

• Fred Meyers [10:58]: “We're all watching these comments. We've got a Slack channel where we're sharing the positive comments that come out throughout the whole company all day long.”

• Fred Meyers [14:42]: “The quality of what we do is not measured by how much money we make or what we sell, but how authentic we are, how true we are to our values as we do it.”

• Fred Meyers [19:36]: “The answer is a combination of man and machine—people and machines working together.”

• Fred Meyers [22:49]: “Maintaining that contact with the various, you know, kind of flavors of the people in your business is what keeps you agile.”

Learn More:

To explore more about Fred Meyers and Queensboro, listeners are encouraged to follow the links provided in the show notes of the episode.