Business Excellence and Customer Trust Principles

Deliver Results

• Prioritize execution over mere activity; progress is key.
• Strive for excellence; mediocrity is unacceptable.
• Demonstrate perseverance in the face of ambiguity and setbacks.

Customers First

• Aim to provide exceptional, memorable, and reliable customer experiences consistently.
• Have a profound understanding of customer needs and remain committed to meeting them.
• Exceptional customer experience is a crucial differentiator and a long-term competitive advantage.

Earn Trust

• Foster communication that is open, honest, and transparent within the team.
• Support ideas with facts and high-quality judgment.
• Maintain mutual accountability and adhere to commitments.

Operate at Depth

• Engage with the intricate details of the business, comfortable with metrics and data analysis.
• Approach problem-solving with critical and analytical thinking.
• Cultivate deep intellectual curiosity and a passion for continuous improvement.

Accelerate Time

• Embrace a pace that exceeds common expectations; act quickly and decisively.
• Clearly outline scope and objectives to facilitate quick decision-making.
• Accept failure as part of the process; prioritize rapid learning and incremental progress.

Act as an Owner

• Take a holistic view of the company rather than acting on personal or departmental interests.
• Show care for Chewy, customers, and colleagues, taking initiative in all situations.
• Practice frugality and treat the company’s resources as if they were personally owned.

Build High-Performing Teams

• Focus on hiring, developing, and promoting exceptional talent that inspires growth.
• Empower teams to make quality decisions, fostering individual and company growth.
• Prepare teams for change and future scaling; plan for succession and talent mobility.

Keep it Simple

• Strive to eliminate complexities to spotlight what truly matters.
• Avoid indecision, particularly on reversible choices.
• Dislike bureaucracy and work to remove unnecessary processes.

Think Big

• Encourage innovative thinking and bold ideas, even if they initially seem impractical.
• Establish ambitious visions that challenge long-term thinking and actions.
• Welcome large-scale ideas that enhance service for pet owners.

Debate Openly; Commit Fully

• Express opinions even if they may not align with organizational interests; commit to the decision afterward.
• Cultivate courage to question existing norms with team members and leaders.
• Foster an environment for constructive feedback and debate for optimal outcomes.