February, 2025
A Farewell Note from Bob Mayer, Former CEO of HCxCHG
“After thoughtful discussions, Platinum Equity and I have agreed that I will step down as CEO to make way for a new leader with a fresh vision to guide the team forward.
This journey was incredible and made truly special by the people I shared it with. I will always cherish the friendships, honesty, and success achieved through your “Can-Do Attitude.” Working alongside such talented, passionate, and driven individuals has been an honor, and I’m deeply grateful for the relationships we’ve built.
More than anything, thank you—for your hard work, support, and the unforgettable moments we’ve shared. While I may not be in the day-to-day going forward, I will remain involved in an advisory role and will always be cheering you on. Wishing you all the best!”
A Note from Ali Bajwa, Principal at Platinum Equity and VP of HCxCHG
“On behalf of the entire HC x CHG Platinum Operating Council, we extend our sincere gratitude to Bob for his vision, commitment, and the many contributions that have driven the company forward. His leadership has been instrumental in shaping the organization’s success and he will continue to work with the team in an advisory role.
Concurrently, I am pleased to announce that Ed Cooper has been appointed as the new CEO of HC x CHG, effective immediately. Ed brings a wealth of experience and track record of driving commercial growth in multiple sectors, setting brand, marketing and product strategies, and overseeing supply chain.
Most recently, Ed served as CEO of Mon Chateau LLC, a luxury brand and global leader in the design, marketing, and distribution of premium lifestyle products for the home. Over his 23+ year career at Newell, Ed had the opportunity to work on iconic brands across multiple categories; Sharpie, PaperMate, Calphalon, Mr. Coffee, Oster, and Sunbeam. His strategic expertise and leadership will be key in guiding HC x CHG into its next phase of success.
Lastly, Dan Prugar has stepped down Chief Financial Officer. Rich Grant will serve as interim CFO while we search for a permanent replacement. Rich has over 30 years of experience in accounting, audit, consulting and as a strategic finance leader most recently serving as CFO for L&R Distributors, a Platinum Equity Portfolio Company.”
We are excited to welcome Ed Cooper to the HCxCHG team! He brings a wealth of knowledge and experience, as well as a strong vision for the future of our company. His leadership will help us continue to serve customers, support our employees, and achieve our long-term goals. We look forward to this new chapter under Ed’s leadership.
February, 2025
Hi Team,
As we turn the corner towards growth and the industry normalizes post-COVID I want to stress the importance of keeping the customer at the center of everything we do. Our success as a company hinges on our ability to not only meet, but exceed, customer expectations. Every interaction, every decision, and every process should be evaluated through the lens of how it impacts the customer experience and their success in the market.
In today’s landscape, customers have more choices than ever before. They are looking for not just a product or service, but a positive and valuable experience. Therefore, we must consistently strive to understand their needs, anticipate their challenges, and quickly provide solutions that create value for them!
Here are some key areas we should focus on to ensure we are prioritizing the customer:
- Active Listening: Truly hear what our customers are saying, both verbally and through their actions. Pay attention to their feedback, both positive and negative, and use it to improve our offerings and processes.
- Proactive Problem Solving: Don’t just react to customer issues; anticipate them. Let’s go this spring and see our customers’ product in retail; how does it look, can our product be tweaked or utilized differently to show their plants in a more consumer-appealing way?
- Empathetic Approach: Put yourself in the customer’s shoes, act like a buyer…did we exceed their expectations so there’s no other supplier they’d call first with a new problem?
- Continuous Improvement: Regularly review our processes and identify areas where we can improve customer experience. Finish every conversation with – “how is HC x CHG doing for you? What can we work on to get better?” Share what we find with our full team, it’s likely applicable to other accounts, products or services.
- Communication Excellence: Communicate promptly and positively in any interaction with our customers. Ensure they are kept informed and that their questions are answered promptly and thoroughly.
- Cross-Functional Collaboration: Customer satisfaction is a shared responsibility. We must work together across departments to ensure a seamless and positive experience for every customer.
Moving forward, I encourage each of you to consider how you can contribute to a customer-centric culture. Ask yourself:
- How can I improve my interactions with customers?
- How can I contribute to a more customer-friendly process?
- How can I use customer feedback to improve our products, services and culture?
By consistently prioritizing the customer, we can build stronger relationships, foster loyalty, and ultimately drive the success of our company. Let’s work together to make every customer interaction a positive and memorable one.
Thank you for your dedication to our customers, it will reap long-term rewards and build a strong, sustainable business we’ll be proud to call our own.
Sincerely,
Fred Ryan
February, 2025