clarity, compassion & care · 03/07/2020 · creating clarity march 2020 •supply chain...

CLARITY, COMPASSION & CARERe-engaging during COVID-19

Hello. I’m Peter Stern

Peter Stern, Digital Communications Manager, Ferguson

Clarity, Compassion and CareMarch – May 2020

• The Ferguson family

• Clarity in communication

• Compassion through leadership

• Care through connection

• Remote work spike

• Reaching the front line

• Feedback from associates


Who is Ferguson?

• Founded in 1953

• Largest distributor of residential and

commercial plumbing supplies and pipe,

valves and fittings (PVF)

• Growth into industrial, HVAC, waterworks

and facilities supply markets

• 1 million customers worldwide

• 1,400 locations in the U.S.


Creating ClarityMarch 2020

• Supply chain impacts from China

• Feb. 26: Launched internal resource center

• March 10: 1,000 confirmed cases in U.S.

• March 11: Questions flow to Teams

• March 12: Travel banned from Europe

• March 13: CEO live broadcast


Going remoteMarch-April 2020

• Before March 13, a few hundred max.

• By April, over half of associates (~18k)

• Remote work support

• Intranet resources centralized

• Microsoft Teams

• Virtual customer consultations

• Team engagement


Front-line challengesApril-May 2020

• Front-line associates most impacted

• Changing guidelines by state

• In some states, temporary closures

• Schools closings

• Many questions

• Serving hospitals and essential businesses in hot spots


Reaching front-line associatesApril-May 2020

• “First in Safety”

• Printable one-page digests

• Daily huddles

• Grassroots “Thank you”


Associate feedbackMay-June 2020

“The response to this virus and all the changes has been amazing.”

“Proud to serve … under a leadership team that has been a calm, steady force in a time of so many unknowns.”

“Proud to be part of a company that puts people first.”

“Everyone stay safe and we will get through this together.”

“I am proud to be part of the Ferguson Family.”


Thank you.Any questions?

clarity, compassion & care · 03/07/2020 · creating clarity march 2020 •supply chain...

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