Pret & Itsu Founder: How I Built TWO Billion Dollar Brands At The Same Time!: Julian Metcalfe | E173
Steven Bartlett talks with Pret A Manger co-founder and Itsu founder Julian Metcalfe about fresh food, respect for customers, team hiring decisions and transparent leadership. Metcalfe argues that the quality of the product and relationships matters more than simply claiming to work hard. These notes cover selected business passages from the first roughly 50,000 characters of the public YouTube auto-captions of episode E173. Later material and personal family anecdotes are not covered; captions may contain errors. Operational practices are described as his experience at the time, not as verified current company policies.
Executive Summary (TL;DR)
Steven Bartlett talks with Pret A Manger co-founder and Itsu founder Julian Metcalfe about fresh food, respect for customers, team hiring decisions and transparent leadership. Metcalfe argues that the quality of the product and relationships matters more than simply claiming to work hard. These notes cover selected business passages from the first roughly 50,000 characters of the public YouTube auto-captions of episode E173. Later material and personal family anecdotes are not covered; captions may contain errors. Operational practices are described as his experience at the time, not as verified current company policies.
Key Takeaways
Treat customers with respect
He says if you expect customers to be loyal, you must treat them with respect and sell something worthy of their hard-earned money. He calls this common sense, even when it costs more.