Lunch with Lucy

About the Author

Sherry Stewart Deutschmann is a renowned entrepreneur, author, and advocate for women in business. Her journey began in a modest setting, founding her first company, LetterLogic, Inc., in her basement. She transformed it into a successful $40 million enterprise, which she eventually sold in 2016. Deutschmann's unique leadership style, characterized by empathy and a focus on employee welfare, has earned her numerous accolades, including being named a White House Champion of Change by President Barack Obama in 2016. Beyond her business accomplishments, she is deeply committed to supporting women entrepreneurs, serving on the National Women’s Business Council, advising on critical issues related to women in business and entrepreneurship.

Main Idea

The core message of Lunch with Lucy: Maximize Profits by Investing in Your People is that prioritizing employees over customers leads to a more successful and sustainable business. Sherry Stewart Deutschmann challenges the conventional wisdom that customer satisfaction should always come first. Instead, she argues that a company’s primary focus should be on creating a supportive and engaging work environment for its employees. This approach, she believes, not only results in a more motivated and productive workforce but also leads to better customer service and, ultimately, higher profitability. The book emphasizes that businesses can achieve greater success by adopting an empathetic leadership model that values and invests in their employees.

Table of Contents

• First Course - Appetizers: Introduction to the Employee-First Philosophy
• Second Course – Shared Plates: Understanding and Connecting with Employees
• Third Course – Entrees: The House Specials: Implementing Key Strategies for Empathetic Leadership
• Fourth Course – The Sides: Expanding Employee Benefits Beyond the Basics
• Dessert: The Long-Term Benefits of an Empathetic and Employee-Centric Culture

First Course - Appetizers

Deutschmann opens with a discussion on the traditional business mantra that "the customer is always right." She challenges this notion, arguing that focusing solely on customer satisfaction often leads to the neglect of employees, who are the backbone of any business. Drawing from her own experiences in various roles, where she witnessed the negative effects of disengaged employees and disconnected management, Deutschmann asserts that the key to a successful business lies in prioritizing employee well-being.

She contends that when employees feel valued and respected, they are more likely to be engaged and motivated in their work. This, in turn, leads to better customer service and increased customer loyalty. Deutschmann's approach was to create a company culture at LetterLogic that prioritized employee satisfaction, which she believed would naturally lead to happier customers and a more profitable business.