In Retail Gazette’s Secrets of a Retail CEO content series, we get inside the mind of retail’s most senior leaders to find out what makes them tick. We speak with newly appointed Hotel Chocolat CEO Lysa Hardy.
Tell us about your morning routine.
I’m a morning person – I like to give myself a couple of hours in the morning to set the tone for the day. I’ll usually do a half hour pilates workout, or incline walk on the treadmill whilst reading.
If I’m working from home I’ll sit down to breakfast, else it’s an apple and some nuts in the car on the way to the office! I like to read in the morning – I love to learn so I’m usually reading a book to help with a skill or the biography of an inspirational person, or if I’m pushed for time a few minutes of the FT.
At the moment I’m re-reading Measure What Matters – I often revisit books I enjoy several times. If it’s term time I chat with the kids as they get ready for school, if it’s school holidays I creep around the house as they’re usually still in bed (boys!). Coffee is non negotiable, black Americano.
What motivates you? How do you keep driven?
I love to learn and I always want to do better. I set myself goals in every aspect of my life – I’m a ruthless planner and tracker. I always link these goals to my values and what matters to me, I know my ‘why’. Even when the going gets tough or I don’t quite deliver, I’m clear why I’m trying.
What’s the biggest challenge you’ve ever had in your career and how did you overcome it?
A store manager for a retailer I worked for was murdered in store. It was horrific and left an irreparable tear through our close knit organisation.
I’ve always been good at crisis management, but something so human, raw and emotional was incredibly hard – everyone grieves differently and trying to support a disperse retail organisation whilst being present for the team and community was unprecedented. The only way I got through it was to approach it as a human being first, business second.
What’s the best advice you’ve ever been given?
Don’t give up your life for work.
Who have you learnt most from in your retail career?
Too many to list – I try and learn something from everyone I meet and I’ve been lucky to work for some incredible people. But my foundations started as a 14 year old working on a market stall selling shoes on a Saturday. The principles of retailing – know your customer, have the right product at the right price, and give them a great sales experience.
If you weren’t a retailer, what would you do?
I’d be an architect. I love how great buildings can change the way people live their lives.
What keeps you awake at night?
I sleep really well. I sometimes wake up because I forgot something, usually something innocuous like taking bread out of the freezer!
What do you do to unwind?
Family time. Walking with the dogs. I bought a greenhouse during lockdown and still amaze myself that I can actually grow things.
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