"You treat people like they would want to be treated, and it is hard to go wrong."
Mallory Cross – focused and diligent Manager of Operations with over 25 years of maintaining seamless business operations. Transition over the last few years to ownership of a consulting firm that transforms private retail and restaurant operations throughout the Southeast (USA). Smoothly administer budgets, train staff and monitor sales procedures to maximize efficiency and balance objectives with operational requirements.
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Table of Contents
Thank you so much for doing this with us! Can you tell us a story about what brought you to this specific career path?
Mallory Cross: My journey began when I finished college, (Birmingham-Southern College) and thought I was ready to conquer the world with my undergraduate degree in Industrial/Organizational Psychology. Life lesson number 15,253: never think you have it figured out! Within my first week of graduate school, I called my parents and confessed that I appreciated them supporting my education, but I could not do this for a career. My father (in a loving voice) told me that he was proud of me but quickly reminded me that I was on my own now. He did say that my destiny may pick me one day and wished me luck in whatever I decided to do. I did what many do with a degree in psychology and just went and got a job as a server to make ends meet.
This was in 1994. I made great money as a server, but I was quickly promoted into management due to work ethic and ability to lead others. For the next 25 years, I ran single unit or multi-unit retail or restaurant operations. My positions ranged from Assistant Manager to Regional Manager. I worked for small companies that averaged 3 million in sales volume to larger corporations that would exceed 20 million in volume. I led teams of anywhere from 25-350 in number of total staff. I enjoyed most every single day.
There was something still missing after all this experience in retail and restaurant operations. A few years ago, the light bulb came on and my destiny approached me. To make a long story short (after many talks with my wife, mother and sister and a large fiscal agreement), I made the decision to buy a diamond in the rough from a family friend. My destiny of being CEO of a business fell into my lap. We have taken that diamond and turned it into gold. I actually get paid to do something that doesn’t even feel like work. Yes, I still work with owners and managers in all aspects of operations; in addition to, training my own consultants on how to do their job better for our clients. I get paid to give advice. So I guess that degree did pay off, after all. It just took a quarter of a century to figure out that listening and giving advice was my gift. I now love every single day… because I finally figured out my purpose.
Was there somebody in your life that inspired you to take that specific journey with your business?
Mallory Cross: My father takes the most credit for my dream of owning my own business. He was a dental surgeon all his life until he couldn’t work anymore for health reasons. He passed away over a decade ago, but told me a few days before that final curtain call that would haunt me in a good way forever. It must have been a quote that he either made up or got it from a book, but he mumbled in a weak voice, ” Be well and be you.”
For years it didn’t really sink in on what he meant by it. Like myself, he didn’t say anything unless he meant it and it usually was something profound or loving. I have been using it as my tagline on my favorite social media site, Linkedin, since 2012. It wasn’t until a few years ago, that the same person I bought the business from said, ” Be well and be you,” after our initial phone screen. I got chills down my entire body after hearing the phrase again.
I choose to believe that this is way more than coincidence. It was a blessing or miracle. He told me that my father said this to him when I was a young boy. My father told our friend that he knew I was going to do something unique with my life and touch many lives. He, my mother and siblings taught me the importance of self-love. If you take care of yourself first, you will have the time, energy, and resources to help better all of humankind. One person at a time. ” Be well and be you “is more than a phrase, it is a way of life. Be happy and healthy while remaining your true self.
Often leaders are asked to share the best advice they received. But let’s reverse the question. What’s the worst advice you received?
Mallory Cross: The worst advice I ever received was from a good college friend, about three months after I graduated from BSC, at the restaurant where I was working at that time. He said, “you might be the only person I went to school with that is going to be worse off now than when we started school.” I took offense to this at first, but then I let it motivate me. He told me that I wouldn’t do anything with a B.S. degree in I/O psychology and I should just go move back in and work for my father.
He doesn’t know until he reads this what an impact that one statement made in my life. One thing I love to tell my wife, kids, family, friends or anyone that will listen… you can learn from anyone, whether they are your friend or enemy. My friend thought that I was born with a silver spoon in my mouth. True or not, I was determined to become extremely successful in life due my work ethic and experiences. My mother and father raised us to believe nothing should just be handed to us, except love. We should earn most everything else in life. Well, so I did.
Has the pandemic and transitioning into mostly online shopping affected your company positively or negatively?
Mallory Cross: This a tough question for me because of the specific nature of my work. I only take clients that do between 2 million and 20 million in annual sales volume. They are also all privately owned businesses. The pandemic has affected them more than my business. They still want my services consistently.
I offer a variety of services ranging from: recruiting, HR issues, P&L dissection, operational procedures and numerous other skills. I believe there was a company when I was younger that used to say, “we at (XYZ company) don’t make a lot of the products you buy, we just make the products you buy better.” This describes best what we do at CMHP. To answer your question directly, I would say that every single encounter has been most positive for me and our clients and affected us accordingly.
In your opinion, what makes your company stand out from the competition?
Mallory Cross: How many companies have a mission statement of ” Be well and be you? ” It is something that I harp on in my initial interview with a potential consultant. I only do one interview, (it is long but extremely thorough) and I get a sense if they can carry out my belief on taking care of clients almost every single time. Keep in mind, I have done thousands of interviews in my career. I usually know when someone is sincere versus telling me what I want to hear. I am proud to say that I have only had four people leave me since taking over.
This bond formed initially, followed up with so much individual side by side training, empowers the consultants to go give the same level of attention to our clients. I believe in and take care of my team, and they give world class service to others. Hire for attitude, teach for skill and treat your staff like gold is a winning formula for the clients, consultants and myself.
You are a successful business leader. Which three character traits do you think were most instrumental to your success?
Mallory Cross: This will be my shortest answer because they are just what defines me as a person and leader. Period. Showing empathy, listening with the intent to understand and using my wisdom (through both words and action) have made my teams successful.
Being a CEO of the company, do you think that your personal brand reflects your company’s values?
Mallory Cross: Everything I was taught or learned, since I was a young child to present age of 49, is a direct reflection of our company’s values and vice versa. My personal brand actually is the basis for the company and all that it represents. My team believes it; as well as, my clients expect it. We deliver it on every single encounter with our clients. You treat people like they would want to be treated, and it is hard to go wrong. Especially, if you have the experience and/or knowledge to add on top of that saying/belief.
What’s your favorite leadership style and why?
Mallory Cross: I use all styles with the exception of one: dictator. In my early stages of managing, I was the one who thought managing was telling people what to do. Wow, was I wrong! Good leaders work alongside of their team. This doesn’t mean that I go to every single site throughout the entire Southeast, US. with my consultants.
It means that I empower them to make a decision and run with it. If we make a mistake, we jump in and quickly make the client happy or provide a resolution. I sit down (or on the phone) and walk through the mind and actions of the consultant, and we come up with a better way on how the situation could have been improved. Almost anyone can be a dictator, it takes time to learn your most effective style. I prefer supportive, as my favorite style, at this stage in my career. I don’t think it is a coincidence that we have an incredibly low turnover.
What advice would you give to our younger readers that want to become entrepreneurs?
Mallory Cross: My answer would be:
- Know why you want to do it.
- Have the resources to do it.
- Have the patience to do it.
- Realize not every day is going to be perfect.
- Recognize there is no “I” in “team.”
- You will have to work with a mindset of putting others first, truly.
- You will fail or make a mistake. Learn from it.
- It can be the most rewarding thing you will ever do.
- Make sure the product or service you sell is something you believe in.
- If any ONE of these suggestions make you cringe, reconsider it!
What’s your favorite “life lesson” quote and how has it affected your life?
Mallory Cross: My second favorite quote and life lesson were from my father (and many other people). I said it at his funeral while delivering the eulogy. He would often tell me, son,” I can catch a fish for you, and you will eat for a day, but I can teach you how to fish, and you will eat for a lifetime.” I know I have mentioned my father a great deal during this interview, but I also have my wife, mother, sister, kids, friends, and thousands of others who have molded me into the person that I am today. Thanks for your time publishing this and to you out there who are reading this; however, it is time for me to go fishing now………. Be well and be you!
Jed Morley, VIP Contributor to ValiantCEO and the host of this interview would like to thank Mallory Cross for taking the time to do this interview and share his knowledge and experience with our readers.
If you would like to get in touch with Mallory Cross or his company, you can do it through his – Linkedin Page
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